1. Introduction to the
eDocumentation Process ®
Clear, Concise, Complete, and Correct
Policies, Processes, and Procedures
Knowledge Process, Inc.
Web: http://www.KCGGroup.com and
http://www.DocumentationProcess.com

2. eDocumentation Process™
eDocumentation Process™
Clear, Concise, Complete, and Correct™ Policies, Processes, and Procedures
Policies, Processes, and Procedures are part of the knowledge and experience of an enterprise and are a vital
enterprise asset. Policies, Processes, and Procedures are one of the lifelines of an enterprise. They play a major
role in many types of strategic initiatives and assist in achieving those initiatives’ specific goals, objectives, best
practices, and results.
The eDocumentation™ Process is a structured and comprehensive guideline to researching, developing, writing,
testing, and maintaining Policies, Processes, and Procedures. The Guidelines and Worksheets break down the
effort into a series of manageable tasks and steps. The approach emphasizes tasks that can be defined,
analyzed, evaluated, and measured. It is a guideline, not a rigid set of instructions. It is scalable for projects –
from the enterprise level to the department level.
The researching and developing documentation requires understanding the distinctions between a Policy, a
Procedure, or a Process. All address related subject matter but at a different level and with different types of
content. Each type has a unique purpose that drives the content contained in each type of document.
eDocumentation Process™ Task Guidelines and Worksheets
To guide the Documentation developer through the eDocumentation Process™, each Task is defined and a
corresponding Worksheet is provided to guide and verify the Task.
eDocumentation™ Process Phases
There are four major phases that comprise the eDocumentation™ Process. The phases encompass the Tasks
that need to be reviewed and performed as a project progresses, depending upon the enterprise, project, and
scope.
Plan The Plan phase incorporates the tasks that are required to ensure the project is properly
scoped with the correct focus, proper content, level of detail, and team members. Policies,
Processes, and Procedures are frequently dependent upon other resources and even other
projects; therefore, it is important that all the puzzle pieces fit.
Build The Build phase researches and develops the Policies, Processes, and Procedures. Based on
the decisions from the Plan phase, the Policies, Processes, and Procedures are researched,
written, verified, and tested.
Implement The Implement phase rolls out the Policies, Processes, and Procedures to all the users. The
Implement phase incorporates appropriate change management principles.
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3. Policy, Process, and Procedure – What Is the Difference?
Change The Change phase addresses the process that tracks and updates Policies, Processes, and
Procedures. Change is the nature of Policies, Processes, and Procedures. Therefore,
guidelines and Processes are introduced to assist with keeping Policies, Processes, and
Procedures current.
Plan Build Implement Change
Define Project Evaluate Policies,
Perform Content Compile
Scope and Processes, and
Research Documentation
Objectives Procedures
Develop Policy,
Perform Content Create Review Categories
Process,
Audit Tables of Contents and Usability
Procedure
Review Policy, Publish Policies, Project Review and
Define Audiences Process, Processes, and Published
Procedure Procedures Recommendations
Test and Verify Receive Requests
Define Determine
Policy, Process, for Additions and
Project Teams Training Approach
Procedure Changes
Test
Define Content Training Review and Review Planning
Categories and
Classifications Approval Tasks
Usability
Revise
Perform Subject Prepare Training Change Request Review
Policy, Process,
Matter Breakdown Materials and Approval
Procedure
Edit Train
Define Standards Policy, Process, Policies,
Procedure Processes,
Procedures
Define
Approve Policy, Process, Archive Training
Standardized
Procedure Materials
Terms
Mark as Final
Implementation and Training
Define Preliminary Policies,
Review and Published
Table of Contents Processes,
Recommendations
Procedures
Project Planning Phase Development Review and
Review and Approval Approval
Policy, Process, and Procedure – What Is the Difference?
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4. Policy, Process, and Procedure – What Is the Difference?
Many years the terms ‘Policies’, ‘Processes’, and ‘Procedures’ have been interchanged. ‘Policies’, ‘Processes’,
and ‘Procedures’ should be considered distinct types of documentation.
The researching and developing documentation requires understanding the distinctions between a Policy, a
Procedure, or a Process. All address related subject matter, but at a different level and with different types of
content. Each type has a unique purpose that drives the content contained in each type of document. Describing
the distinctions using who, what, where, when, why and how often helps to understand and properly structure
them.
Policy qualities
Policies are the business rules and guidelines of a company that ensure consistency and compliance with
the company’s strategic direction. The Policies lay out the business rules under which a company,
division, or department will operate.
Policies are the guidelines under which Procedures are developed. There is not a one-to-one relationship
between a Policy and a Procedure. Policies are not part of the Procedure, because they cannot be
properly structured. However, the Procedure must reflect the business rules contained in the Policies.
Policies address what the Policy is and its classification, who is responsible for the execution and
enforcement of the Policy, and why the Policy is required.
Process qualities
Processes are related activities that produce a specific service or product (example, Procurement to
Payment). The majority of Processes cross departments or functional areas. Each Process designates
the connect points and where it crosses department lines. The documentation presents the total Process.
It is helpful to be able to reference or drill down to the applicable Policy or Procedure for a Process step.
A Process map is a useful tool to graphically display the Process.
Processes indicate where there is a separation of responsibilities and control points. They are also very
helpful to identify Policy and Procedure requirements. Processes address who is responsible to perform
the Process (department, division), what major functions are performed, and when the function is
triggered.
Procedure qualities
Procedures define the specific instructions necessary to perform a task or part of a Process. Procedures
can take the form of a work instruction, a desk top Procedure, a quick reference guide, or a more detailed
Procedure.
Procedures usually are structured by subject (for example, system instructions, report instructions, or
Process tasks). A Procedure usually addresses only a single task. This separation enables Procedure
components to be compiled into special Procedure manuals for specific audiences, end users, and
purposes.
Procedures detail who performs the Procedure, what steps are performed, when the steps are
performed, and how the Procedure is performed.
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5. Policy, Process, and Procedure – What Is the Difference?
Driving from Hollywood to Los Angeles – A Policy, Process, and Procedure
Using common maps to illustrate the differences between a Policy, Process, and Procedure, the following
example illustrates that different content is contained within each type of document. While all the information
relates to the subject of driving from Hollywood to Los Angles, different content type is used for different
documents.
Policy
Policies are the
guidelines or laws that
drive the Processes and
Procedures.
Processes
Processes are a high
level view. The tasks
within the overall
process are
identified.
Procedure
Procedures are the
detailed steps
required to perform
an activity within a
process.
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6. Policy Qualities
eDocumentation Process™ Example
The following eDocumentation Process™ example shows a Topic and the Topic’s Worksheet. The purpose of a
Topic is to describe a Task that is part of the eDocumentation Process™. The Topic is the equivalent of a Policy.
The Worksheet gives the user an overall list of items to check and verify, as it pertains to the Topic. The
Worksheet is the equivalent of a Procedure.
Policy Qualities
Policy aligns and supports the enterprise’s strategic plans, goals, and objectives. It is the foundation for the
content of Processes and Procedures, as they should not contradict a Policy. Policy should remain fairly stable
and not be subject to as frequent changes as a Process or Procedure. Policy should always have a review date
associated with it, to ensure that it is compliant.
Policy is the foundation for an enterprise, country, location, functional area, or department. Policy forms a
hierarchy with each level, aligning with the policies above it. Policy may need to be adapted, based upon specific
requirements or regulations for a country or location. However, these adaptations must align with the policies
above it in the hierarchy. For certain subjects, you may need an umbrella Policy that states the basic and
unchanging content, such as Legal and Financial Reporting. While there may be different country Policies, the
enterprise would have a Policy that is senior to all other Policies.
Policy addresses the laws, guidelines, strategic goals, objectives, best practice, culture, and values of an
enterprise.
There are many purposes for Policy: obtain a high level of quality; understand the legal requirements; obtain
accuracy of processing; obtain consistent and reliable metrics; implement consistent and required controls; and
reduce risks and penalties. Only through Policy can the purposes and requirements be communicated and
implemented.
There are two types of Policies - passive and active:
Passive Policies are stand-alone Policies: For example, a sexual harassment Policy. The Policy provides
the implementation guidelines and requirements – because it is a legal requirement; therefore a Process
or Procedure may not be required for implementation.
Active Policies require supporting Processes and Procedures in order to implement the Policy: For
example, control points within a Process. In order for the Policy to be implemented, the users must know
the exact steps required by management.
Many Policies are cross functional, which requires collaboration during development and reviews. Therefore,
when developing Policy, know who is affected by the Policy.
Because Policy is the foundation for a company, it is essential that management know that the correct version of
a Policy is being used by all who are affected. They will know that the correct version is being used, if they know
who requires the policy; what the effective date is; when the next review is required; where the document is
located; and proper reviews and approvals have been obtained. The first step to achieve the objectives is to set
up the Policy as a separate document. The following should be avoided:
Many Processes and Procedures have a section called ‘Policy’. Processes and Procedures may
reference or provide a link to the applicable Policy, but the Policy should never be incorporated in the
Process or Procedure.
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7. Policy Qualities
There is usually a one to many relationship between Policy and Procedures. Therefore, one Policy, or
several Policies, may be referenced in many Processes and Procedures. If the Policy is stated or
detailed, not just linked, maintenance of the Policy then becomes impossible. Rather than updating just
one Policy document, multiple Process and Procedure documents must be reviewed and updated.
The Policy is not able to undergo scheduled reviews. Because the Policy can be fragmented between
Processes and Procedures, it is not possible to ensure that all references to the Policy are updated.
Management is not able to review Policy as a stand-alone document. The Policy becomes fragmented,
and this makes management reviews more difficult. Therefore, a standard review date is difficult to
achieve.
Policy subject matter experts are management and those who have knowledge of the law and legal requirements.
It is necessary to provide management with the tools so that the Policy can be properly stored, accessed, and
reviewed.
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8. Policy Worksheet
Policy Worksheet
Date:
Purpose: Verify Policy meet standards of format and content.
Standards:  Enterprise  Functional Area  Department  Other
Policy Type:  Umbrella  Stand-alone  Sub Policy  Other
Dependencies:  Umbrella  Sub Policies  Requires  Other
Procedures
Compliance Type and
Description:
Owner:
Audience:
eDoc Phase: Build Phase
eDoc Prerequisites: Content Research, Writing Style, Templates and Skeletons
Deliverables:
Cpt Task Notes Initials
Define Policy characteristics and qualities
Type of Policy - Select appropriate type(s) of Policy.
 Law
 Guideline
 Objective
 Best practice
 Culture / Value
 Strategic goal / Objective
Scope – Select the Policy scope.
 Enterprise
 Country / Location
 Functional area
 Department
 If other, describe the scope
Purpose – Select all appropriate purposes.
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9. Policy Worksheet
Cpt Task Notes Initials
 Understanding
 Quality
 Accuracy
 Metric
 Control
 Risk assessment
 Potential penalties
Responsibility.
 Owner
 Compliance
 Review team
 Other
Required actions.
Passive or stand-alone.
Policy evaluation
Who is the primary audience?
Who is the secondary audience?
What is the purpose of the Policy?
Is the Policy cross-functional?
Is the Policy dependent on other Policies?
Is the Policy an ‘umbrella’ Policy?
Is the Policy missing information?
Are there Policies that duplicate or overlap?
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10. About Knowledge Process
About Knowledge Process
Knowledge Process, Inc. provides services and expertise for the research, development, and validation of
Content and Documentation for Policies, Processes, and Procedures. For more information, contact:
Knowledge Process, Inc.
Web: http://www.kcggroup.com and http://documentationprocess.com
©2010-2012 by Knowledge Process, Inc. All rights reserved
Use of this site/document indicates approval and acceptance of our Terms of Use and Privacy Policy
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