6. Is the process understood?
Are the job roles and processes clearly defined and documented. If not how can people be expected to follow them?
People will do what they think is best or easiest if there is no direction. They may do the right thing but often will not. If you do have documentation then it needs to be regularly reviewed and updated because things change. Annually is enough, 6 monthly if you are really keen and have the time. You need to review the documentation for process or system changes, new short cuts people have learned that others should know, new policies / regulations, etc.
Are the job roles and processes clearly defined and documented. If not how can people be expected to follow them?
People will do what they think is best or easiest if there is no direction. They may do the right thing but often will not. If you do have documentation then it needs to be regularly reviewed and updated because things change. Annually is enough, 6 monthly if you are really keen and have the time. You need to review the documentation for process or system changes, new short cuts people have learned that others should know, new policies / regulations, etc.
