Why Imposing Too Much Style Can Muffle the Message: The Art of Crafting Business Procedures for Maximum Impact.
In the ever-evolving landscape of business processes, the importance of written procedures cannot be overstated. While ISO 9001:2015 no longer mandates specific procedures, their proven efficacy in setting out and communicating requirements persists. However, a delicate balance emerges between maintaining a cohesive corporate image through style and ensuring effective communication—a balance often jeopardised by the conflicting demands of conformity and clarity.
The Essence of a Good Business Procedure
A robust business procedure must seamlessly present a process or task in a systematic order, elucidating who is responsible for what to achieve successful outcomes. Clarity and unambiguity are paramount, requiring a format that facilitates quick information retrieval, especially in high-pressure situations. The conflict arises in the pursuit of a cohesive corporate image—style versus communication.
The Dilemma: Style vs. Communication
While a unified style projects a cohesive organisational approach, it should not unduly constrain the document's author, typically the process owner. A delicate compromise becomes necessary to preserve the corporate image while allowing authors the freedom to incorporate essential content. The adage 'one size fits all' proves inadequate, as tasks and processes demand distinct approaches.
Tasks vs. Processes: Unraveling Complexity
Tasks, with a clear beginning, middle, and end, focus on individuals' roles and are often represented by 'swimming lane' flowcharts. In contrast, processes traverse numerous stages and a more extended timeline, often represented by flowcharts detailing the sequence of stages. Recognising these distinctions is crucial in defining boundaries that preserve corporate image yet encourage innovation.
Setting Boundaries for Flexibility
Preserving corporate image encompasses elements like logos, title formats, and header/footer formats. Parameters like font size, indentation, and table formats add to this, providing flexibility in content creation. Yet, there is a need to set boundaries without stifling creativity. The challenge lies in finding the intangible line where corporate identity remains intact, allowing for innovation and effective communication.
Clarity as the North Star
Ultimately, the procedure serves as the communication bridge from the process owner to those executing the required actions. Too much restriction in format may lead to a loss of the message, hindering a company's development. Conversely, excessive flexibility dilutes corporate identity. Striking the right balance is a nuanced task—one that each company must navigate to ensure clear communication without sacrificing its distinctive style.
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