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Process Procedure Template

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Process Procedure Template Powered By Docstoc
					This is a template that a company can customize to provide employees with a
description of the process that goes behind the completion of a job function. This
template includes information about the roles and responsibilities of employees,
includes a process overview, and details the steps behind a process. In addition, any
supporting documentation can be attached under Appendix A of this template. This
template should be used by small businesses or other entities that want to provide a
detailed description to employees about how to complete a job process.
2013
Docstoc Inc.




PROCESS PROCEDURE

Instructions for completing this template are provided in italicized text and are
enclosed in parenthesis. Some sections may also include examples, which will be
in black italicized text. All instructional and sample text should be changed or
deleted prior to publishing this document.




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                                [Insert Company Name or Logo]




                   Process Procedure Template
         [Book Order Fulfillment Process]
                                         [Author]

                                       May 4, 2013




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DOCUMENT INFORMATION
Title                           [Title of this document]

Category/Department             [Enter the process category or the name of the department that will use
                                this document]

Author                          [Name of the person who completed this template]

File Location                   [Enter the link (or file path) to where the most current version of this
                                document will be located]



REVISION HISTORY
Date            Name                    Revision Summary                                             Pages
[Date           [Person who revised the [Summary of the changes that were made]                      [Pages
revision was    document]                                                                            where
made]                                                                                                changes
                                                                                                     were
                                                                                                     made]




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Table of Contents
1. Introduction ............................................................................................................................................... 7
   1.1 Purpose................................................................................................................................................ 7
   1.2 Scope ................................................................................................................................................... 6
   1.3 Acronyms and Glossary ...................................................................................................................... 6
2. Roles and Responsibilities ........................................................................................................................ 6
   2.1 Customer ............................................................................................................................................. 6
   2.2 Customer Service Representative (CSR) ............................................................................................ 8
   2.3 Warehouse........................................................................................................................................... 7
   2.4 Participant 4 [Replace with job title] .................................................................................................. 7
3. Process Overview...................................................................................................................................... 7
   3.1 Process Description ............................................................................................................................. 7
   3.2 Process Workflow Diagram ................................................................................................................ 8
4. Process Procedure Steps ........................................................................................................................... 8
   4.1 Submit Request ................................................................................................................................... 8
       4.1.1 Input ............................................................................................................................................. 9
       4.1.2 Steps ............................................................................................................................................. 9
       4.1.3 Output .......................................................................................................................................... 9
       4.1.4 Exception Process ........................................................................................................................ 9
   4.2 Receive Request .................................................................................................................................. 9
       4.2.1 Input ............................................................................................................................................. 9
       4.2.2 Steps ............................................................................................................................................. 9
       4.2.3 Output ........................................................................................................................................ 10
       4.2.4 Exception Process ...................................................................................................................... 10
   4.3 Check Inventory ................................................................................................................................ 10
       4.3.1 Input ........................................................................................................................................... 10
       4.3.2 Steps ........................................................................................................................................... 10
       4.3.3 Output ........................................................................................................................................ 10
       4.3.4 Exception Process ...................................................................................................................... 10
   4.4 Generate Purchase Order .................................................................................................................. 11
       4.4.1 Input ........................................................................................................................................... 11
       4.4.2 Steps ........................................................................................................................................... 11


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      4.4.3 Output ........................................................................................................................................ 11
      4.4.4 Exception Process ...................................................................................................................... 11
   4.5 Pick and Pack Purchase Order Items ................................................................................................ 11
      4.5.1 Input ........................................................................................................................................... 11
      4.5.2 Steps ........................................................................................................................................... 11
      4.5.3 Output ........................................................................................................................................ 11
      4.5.4 Exception Process ...................................................................................................................... 11
   4.6 Ship Package ..................................................................................................................................... 11
      4.6.1 Input ........................................................................................................................................... 11
      4.6.2 Steps ........................................................................................................................................... 11
      4.6.3 Output ........................................................................................................................................ 11
      4.6.4 Exception Process ...................................................................................................................... 11
   4.7 Receive Package ............................................................................................................................... 11
      4.7.1 Input ........................................................................................................................................... 12
      4.7.2 Steps ........................................................................................................................................... 12
      4.7.3 Output ........................................................................................................................................ 12
      4.7.4 Exception Process ...................................................................................................................... 12
Appendix A: Documentation ...................................................................................................................... 13




(This Table of Contents must be updated to correct the names of the individual steps and of the involved
parties. To make changes, left-click on the table of contents, then move your mouse just above the “Table
of Contents” title. A tab should appear above the title. Click on “Update Table,” and a pop-up box will
appear, allowing you to choose to update the entire table (text and page numbers), or only update the
page numbers. Click the appropriate radio button and click the “OK” button. The table of contents
should automatically be updated. Please note that only the text that has the “Heading 1,” “Heading 2,”
or “Heading 3” styles applied will be displayed in the Table of Contents.)




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1. Introduction
1.1 Purpose
(Provide the reason why this document is being created. Explain who should use this process, why they
should use this process, and when they should use it. Include details on the products or services this
process supports. Include information on processes that are closely related to or that will be replaced by
this process.)

Example: This document is the Book Order Fulfillment Process for the Operations department. The
purpose of the process is to document the steps required to successfully fulfill book orders submitted by
our Customers through our website. This document will be used by Customer Service Representatives
and Warehouse employees within the Operations department. If necessary, this process will be used in
conjunction with the “Submit Publisher Order” process, as described in section “4.3 Check Inventory.”

1.2 Scope
(Specify the items that are in scope and out of scope for this process, as well as any assumptions and
dependencies. Does this process apply to products X, Y, and Z, but not to products A, B, and C? Is this
process only used for certain types of customers? Is this process followed only if certain prerequisites are
met?)

Example: The scope of this process is limited to orders that are placed for books. Orders for other product
types, including CDs, movies, and book accessories, are out of scope. This process will only be followed
if the Customer order is submitted through our website. Any orders received over the phone do not fall
within the scope of this process.

1.3 Acronyms and Glossary
(List the acronyms or key terms that you use in this document, along with their definitions.)

Term                   Definition
CSR                    Customer Service Representative




2. Roles and Responsibilities
2.1 Customer
(Describe the job role of this participant and summarize his or her roles and responsibilities in relation to
this process.)

Example: The Customer will initiate this process when he or she submits a book order. The Customer will
also receive the book shipment at the end of this process.

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2.2 Customer Service Representative (CSR) [Replace with job title]
(Describe the job role of this participant and summarize his or her roles and responsibilities in relation to
this process.)

Example: The Customer Service Representative (CSR) is responsible for receiving the request from the
customer, verifying that the warehouse has the inventory available to fulfill the request, and generating
the purchase order. The CSR will also execute the “Submit Publisher Order” process if the warehouse
does not have sufficient inventory to fulfill the Customer’s order; that procedure is outside of the scope of
this process.

2.3 Warehouse [Replace with job title]
(Describe the job role of this participant and summarize his or her roles and responsibilities in relation to
this process.)

2.4 Participant 4 [Replace with job title]
(Describe the job role of “participant 4” and summarize his or her roles and responsibilities in relation
to this process.)


3. Process Overview
3.1 Process Description
(Provide a brief summary of the process. It may help to complete the diagram in section 3.2 prior to
completing this section.)

Example: This process is initiated when a Customer submits an order through our website. The CSR will
utilize the Order Fulfillment tool to receive the request and verify that there is enough inventory to fulfill
the Customer’s order. When the order is ready for fulfillment, the CSR will generate a purchase order,
which will be sent electronically to the appropriate warehouse. The warehouse employee will use the
purchase order to pick the ordered items from the warehouse shelves and pack them into a shipping
container. The warehouse employee will then ship the package according to the shipping speed selected
by the Customer during order placement. The Customer will receive the shipment, and a delivery
confirmation will be recorded by the shipping carrier. This will terminate the process.




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3.2 Process Workflow Diagram
(Insert a workflow diagram (or flowchart) that illustrates the steps in the process flow. The process flow
below is an example and should be removed prior to publishing this document.)



                 Submit                                                                          Receive
Customer                                                                                                          END
                 Request                                                                         Package




                 Receive              Check                                    Generate
                                                           In         YES
                 Request            Inventory                                  Purchase
                                                         Stock?
                                                                                Order

   CSR                                                         NO


                                                         Order
                                                          from
                                                        Publisher




Warehouse                                        Pick & Pack                  Ship
                                                 P.O. Items                 Package




4. Process Procedure Steps (The names of the specific steps must be changed to
reflect the process procedure detailed in this document.)
4.1 Submit Request
(Provide a brief description of this step and who will perform it.)

Example: During the Submit Request process step, the Customer will place an order for one or more
books. The Customer will submit the request through our company’s website.




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4.1.1 Input
(Describe the data or products that will be used during this process step.)

Example: Inputs to this process will include the book titles, order quantities, and the Customer’s billing
and shipping information.

4.1.2 Steps
(Provide detailed step-by-step instructions to perform this process step.)

Example:

    1.   Customer logs in to our company’s website.
    2.   Customer locates the books by browsing by category or using the search function.
    3.   Customer adds books and quantities to the Shopping Cart.
    4.   Customer enters billing and shipping details and completes the order.

4.1.3 Output
(Describe the data or products that will result from executing this process step.)

Example: The Customer will automatically receive a confirmation number once the order is submitted
successfully. An order request will also be generated and sent to the CSR for processing.

4.1.4 Exception Process
(Describe the exception process (if any exist) for the standard process steps.)

Example: During Step 4, the order will not be processed if the Customer enters invalid or incomplete
billing or shipping details. The website will prompt the Customer to correct the information and attempt
to resubmit the order.

4.2 Receive Request
(Provide a brief description of this step and who will perform it.)

Example: During the Receive Request process step, the CSR will check the Order Fulfillment tool for
new requests.

4.2.1 Input
(Describe the data or products that will be used during this process step.)

Example: The input to this process will be the request that was generated in step 4.1 Submit Request.

4.2.2 Steps
(Provide detailed step-by-step instructions to perform this process step.) Example:

    1. CSR logs into the Order Fulfillment tool.
    2. CSR navigates to the “New Request” tab.
    3. CSR selects new request and clicks the “Assign” button to change the request status to “In
       Process” and to move the request to the CSR’s Workroom within the Order Fulfillment tool.



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4.2.3 Output
(Describe the data or products that will result from executing this process step.)

Example: The new request will now be assigned to the CSR, and the status of the request will be changed
from “New” to “In Process.”

4.2.4 Exception Process
(Describe the exception process (if any exist) for the standard process steps.)

4.3 Check Inventory
(Provide a brief description of this step and who will perform it.)

Example: During the Check Inventory process step, the CSR will use the Order Fulfillment tool to check
the inventory of the requested books and to determine when the order can be fulfilled.

4.3.1 Input
(Describe the data or products that will be used during this process step.)

Example: Inputs to this process will be the pending order in the CSR’s Workroom and the inventory
information stored in the Order Fulfillment tool.

4.3.2 Steps
(Provide detailed step-by-step instructions to perform this process step.)

Example:

    1. CSR will select the “Workroom” tab within the Order Fulfillment tool to display the pending
       order.
    2. CSR selects the pending order and clicks the “Check Inventory” button.
    3. The Order Fulfillment tool will automatically review the inventory levels at each of the
       warehouses to determine which warehouse can fulfill the order.
    4. CSR will receive a confirmation from the tool that the order can be fulfilled, and the order will be
       moved to “Ready” status.

4.3.3 Output
(Describe the data or products that will result from executing this process step.)

Example: The pending order will be changed from “In Process” to “Ready” status in the Order
Fulfillment tool.

4.3.4 Exception Process
(Describe the exception process (if any exist) for the standard process steps.)

Example: During Step 4, the CSR will receive a message if there is insufficient inventory to fulfill the
order. The CSR will need to follow the “Submit Publisher Order” process to order additional product
from the book’s publisher. The pending order will remain in the “In Process” status until the warehouse
receives the shipment from the publisher. At that time, the CSR will repeat “Step 4.3 Check Inventory”
and continue this process.

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4.4 Generate Purchase Order
(Provide a brief description of this step and who will perform it.)

4.4.1 Input
(Describe the data or products that will be used during this process step.)

4.4.2 Steps
(Provide detailed step-by-step instructions to perform this process step.)

4.4.3 Output
(Describe the data or products that will result from executing this process step.)

4.4.4 Exception Process
(Describe the exception process (if any exist) for the standard process steps.)

4.5 Pick and Pack Purchase Order Items
(Provide a brief description of this step and who will perform it.)

4.5.1 Input
(Describe the data or products that will be used during this process step.)

4.5.2 Steps
(Provide detailed step-by-step instructions to perform this process step.)

4.5.3 Output
(Describe the data or products that will result from executing this process step.)

4.5.4 Exception Process
(Describe the exception process (if any exist) for the standard process steps.)

4.6 Ship Package
(Provide a brief description of this step and who will perform it.)

4.6.1 Input
(Describe the data or products that will be used during this process step.)

4.6.2 Steps
(Provide detailed step-by-step instructions to perform this process step.)

4.6.3 Output
(Describe the data or products that will result from executing this process step.)

4.6.4 Exception Process
(Describe the exception process (if any exist) for the standard process steps.)

4.7 Receive Package
(Provide a brief description of this step and who will perform it.)



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4.7.1 Input
(Describe the data or products that will be used during this process step.)

4.7.2 Steps
(Provide detailed step-by-step instructions to perform this process step.)

4.7.3 Output
(Describe the data or products that will result from executing this process step.)

4.7.4 Exception Process
(Describe the exception process (if any exist) for the standard process steps.)




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Appendix A: Documentation
(Include links or file locations of supporting documentation)




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Description: This is a template that a company can customize to provide employees with a description of the process that goes behind the completion of a job function. This template includes information about the roles and responsibilities of employees, includes a process overview, and details the steps behind a process. In addition, any supporting documentation can be attached under Appendix A of this template. This template should be used by small businesses or other entities that want to provide a detailed description to employees about how to complete a job process.
This document is also part of a package Essential Documents to Start a Business 86 Documents Included