Operations

Manual
Understanding day-to-day operations at
[YOUR COMPANY NAME]

Revised on [DATE]

Prepared By:

[YOUR NAME]
[YOUR JOB TITLE]
Phone 555.555.5555
Email info@yourbusiness.com
www.yourbusiness.com

Confidential Information
 Table of Contents

Table of Contents.............................................................................................................2
Welcome to [COMPANY NAME]!................................................................................4

Operations Manual Summary....................................................................................5

1. Who We Are............................................................................................................6
1.1 History of [COMPANY NAME]..........................................................................6
1.2 Our Vision and Mission Statement....................................................................6
1.3 Clear Fulfillment................................................................................................6

2. Our Values..............................................................................................................7
2.1 Integrity............................................................................................................. 7
2.2 Respect............................................................................................................ 7
2.3 Client Service....................................................................................................7
2.4 Teamwork......................................................................................................... 7
2.5 Actions.............................................................................................................. 7
2.6 Innovation and Progress...................................................................................8
2.7 Individual Goals................................................................................................8

3. How to Use This Manual........................................................................................9

3.1 Guidelines and Instructions...............................................................................9
3.2 Search Function................................................................................................9
3.3 Links.................................................................................................................9
3.4 Updates to the Manual......................................................................................9

4. General Organization Details..............................................................................10

4.1 Address, Telephone and Company Details.....................................................10
4.2 Structure and Team Members........................................................................10
4.3 Reporting Relationships.......................................................................................11
4.4 Organizational Chart............................................................................................11
4.5 What Do I Need to Do When Beginning Work?...............................................12
4.6 Protocols for Communication..........................................................................12

5. Workplace Requirements....................................................................................13

[YOUR COMPANY NAME] OPERATIONS MANUAL 2

 5.1 Hours of Work.................................................................................................13
5.2 Leave.............................................................................................................. 13
5.3 Sick Leave......................................................................................................14
5.4 Timesheets.....................................................................................................14
5.5 Professionalism..............................................................................................14
5.6 Dress Code.....................................................................................................15
5.7 Workplace Procedures....................................................................................15
5.8 Workplace Supplies and Suppliers.................................................................17
5.9 Getting Around................................................................................................17

6. Health and Safety.................................................................................................18

6.1 Safe Work Practices.......................................................................................18
6.2 Emergency Procedures..................................................................................19
6.3 Accidents........................................................................................................19
6.4 Personal Accident – Minor..............................................................................20
6.5 Personal Accident – Serious...........................................................................20
6.6 First Aid Officer...............................................................................................20
6.7 Nearest Emergency Services..........................................................................20
6.8 Emergency Evacuation...................................................................................20
6.9 Emergency Evacuation Exits..........................................................................20
6.10 Emergency Evacuation Gathering Point.........................................................21

7. Workplace Equipment.........................................................................................22
7.1 Workplace Equipment.....................................................................................22
7.2 Personal Use and Restrictions........................................................................22
7.3 Kitchen Facilities.............................................................................................22
7.4 Communication Equipment.............................................................................23

[YOUR COMPANY NAME] OPERATIONS MANUAL 3

Welcome to [COMPANY NAME]!
On behalf of your colleagues, we welcome you to [COMPANY NAME] and wish you every
success here.

At [COMPANY NAME], we believe that each employee contributes directly to the growth
and success of the company, and we hope you will take pride in being a member of our
team.

This Operations Manual was developed to describe some of the expectations we have of
our employees and to provide a comprehensive guide to the tasks, processes, and
protocols necessary to carry out roles effectively and efficiently. Employees should
become familiar with the contents of the Operations Manual as soon as possible, for it will
answer many questions about employment with [COMPANY NAME].

We believe that the Operations Manual will serve important purposes, such as ensuring
employees follow necessary processes and procedures, providing new employees with a
clear understanding of their roles and responsibilities, and serving as a reference guide
that employees can refer back to if there are major questions.

We hope that your experience here will be challenging, enjoyable, and rewarding.

Again, welcome!

[PRESIDENT NAME]
President & CEO

[YOUR COMPANY NAME] OPERATIONS MANUAL 4

Operations Manual Summary

[The Operations Manual Summary is a brief overview of the key sections of the manual,
outlining the most important information that employees should be aware of. This
summary serves as a quick reference guide for employees who need to access specific
information quickly.]

[YOUR COMPANY NAME] OPERATIONS MANUAL 5

1. Who We Are

1.1 History of [COMPANY NAME]

[COMPANY NAME] was founded in [YEAR] by [FOUNDER NAME]. Since then, we have
grown to become a leading provider of [PRODUCTS/SERVICES] in the [INDUSTRY]
industry. Our success is built on a commitment to providing high-quality
[PRODUCTS/SERVICES], excellent customer service, and a team-oriented work
environment.

1.2 Our Vision and Mission Statement

Vision
[COMPANY NAME] seeks to be the premier [INDUSTRY/FIELD] company, recognized for
its [UNIQUE VALUE PROPOSITION OR COMPETITIVE ADVANTAGE] and commitment
to [CORE VALUES OR PRINCIPLES]. Our vision is to [DESIRED FUTURE STATE OR
GOAL].

Mission
At [COMPANY NAME], we are dedicated to providing [PRODUCTS/SERVICES] of the
highest quality and value to our customers. We strive to exceed their expectations and
earn their trust through our [UNIQUE APPROACH OR DIFFERENTIATORS]. We are
committed to the well-being of our employees, the success of our stakeholders, and the
betterment of the communities we serve.

1.3 Clear Fulfillment

At [COMPANY NAME], we believe in delivering exceptional value to our clients. We do
this by providing [PRODUCTS/SERVICES] that meet their needs and exceed their
expectations. Our Clear Fulfillment process ensures that we deliver on our promises every
time.

[YOUR COMPANY NAME] OPERATIONS MANUAL 6

2. Our Values

2.1 Integrity
Integrity is the foundation of our company. We are committed to doing business in an
honest and ethical manner, and we expect our employees to uphold these values at all
times.

2.2 Respect
We believe in treating everyone with respect, including our clients, employees, and
partners. We value diversity and inclusivity and strive to create an environment where
everyone feels valued and appreciated.

2.3 Client Service

Our clients are the reason we exist, and we are committed to providing them with the
highest level of service. We listen to their needs, communicate clearly, and deliver on our
promises.

2.4 Teamwork
We believe that teamwork is essential to our success. We encourage collaboration and
open communication to ensure that everyone is working together to achieve our goals.

2.5 Actions
We believe that actions speak louder than words. We are committed to taking action and
delivering results, rather than just talking about what we will do.

[YOUR COMPANY NAME] OPERATIONS MANUAL 7

2.6 Innovation and Progress
We are constantly seeking new and better ways to serve our clients and improve our
business. We encourage innovation and progress, and we are not afraid to take risks.

2.7 Individual Goals

We believe that each employee has unique skills and talents that can contribute to the
success of our company. We encourage employees to set individual goals and develop
their skills and expertise.

[YOUR COMPANY NAME] OPERATIONS MANUAL 8

3. How to Use This Manual

3.1 Guidelines and Instructions

This manual is organized into sections that cover all aspects of [COMPANY NAME]’s
business. Each section contains guidelines and instructions that you will need to know to
perform your duties effectively. Please read through each section carefully.

3.2 Search Function

This manual includes a search function that you can use to quickly find the information
you need. Simply type in a keyword or phrase, and the search function will locate all
relevant sections.

3.3 Links
This manual includes links to relevant policies and procedures that are located elsewhere
in the document. Click on the link to be taken directly to the relevant section.
[INCLUDE RELEVANT LINKS HERE]

3.4 Updates to the Manual

This manual is a living document that is subject to change. Please check back regularly
for updates and revisions.

[PROVIDE INFORMATION ABOUT UPDATES AND REVISIONS MADE TO THE

DOCUMENT]

1. UPDATE/REVISION #1
2. UPDATE/REVISION #2

[YOUR COMPANY NAME] OPERATIONS MANUAL 9

4. General Organization Details

4.1 Address, Telephone and Company Details

Our company address is [ADDRESS], and our telephone number is [PHONE NUMBER].

4.2 Structure and Team Members

[Outline the structure of your organization, including departments, job titles, and reporting
relationships. List the names and job titles of key personnel, including supervisors and
managers, and provide each of their contact details.]

S/N Department Significance

1. Human The HR Department is responsible for managing the organization's
Resources human capital. They handle all aspects of employment, including
(HR) recruitment, hiring, compensation and benefits, employee relations,
and training and development. The HR Department plays a vital role
in ensuring the organization has the right talent and that employees
are engaged and motivated.
2. Finance The Finance Department is responsible for managing the
organization's financial resources. They handle financial planning,
budgeting, accounting, financial reporting, and risk management.
The Finance Department plays a critical role in ensuring the
organization is financially stable and making sound financial
decisions.
3. Operations The Operations Department is responsible for managing the day-to-
day activities of the organization. They oversee production, logistics,
quality control, supply chain management, and customer service.
The Operations Department plays a key role in ensuring the
organization delivers its products or services efficiently and
effectively.
4. Marketing The Marketing Department is responsible for promoting the
organization's products or services. They handle market research,

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10
 advertising, public relations, branding, and sales. The Marketing
Department plays a crucial role in creating demand for the
organization's products or services and building its brand.

S/N Job Title Significance Contact Information

1.
2.
3.
4.

4.3 Reporting Relationships

[Describe the reporting relationships within your organization, including who reports to
whom, and how communication flows within the organization.]

4.4 Organizational Chart

[Provide an organizational chart that shows the structure of your organization, including all
departments and key personnel.]

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11
 Download the Organizational Chart Template in Business in a Box.

4.5 What Do I Need to Do When Beginning Work?

[Provide a checklist of tasks new employees must complete before they can begin work,
such as completing paperwork, setting up email and computer accounts, and attending
orientation sessions.]

4.6 Protocols for Communication

[Outline the communication protocols within your organization, including how employees
should communicate with each other, how they should communicate with managers and
supervisors, and how they should communicate with clients or customers.]

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12
 TIMEKEEPING / PAYROLL

5. Workplace Requirements

5.1 Hours of Work

[Outline the standard hours of work for employees, including any flexible work
arrangements that may be available, such as part-time or remote work.]

5.2 Leave
[Outline the different types of leave available to employees, including annual leave,
personal leave, and bereavement leave. Provide information on how to request leave, and
any conditions or requirements for taking leave.]

N.B:
When an employee needs to request leave from work, they should follow [COMPANY
NAME]’s established procedures for requesting time off. These procedures are outlined in
this document. Here are some general steps an employee can follow to request leave:

1. Determine the type of leave: Before submitting a leave request, the employee
should determine what type of leave they need, such as vacation, sick leave,
personal leave, or bereavement leave.
2. Check eligibility: The employee should check their eligibility for the requested
leave by reviewing [COMPANY NAME]’s leave policy. Some types of leave may
require a certain length of employment or minimum hours worked.
3. Notify supervisor: The employee should notify their supervisor or manager of the
request for leave in writing or through the company's designated system for
requesting time off. The notification should include the reason for the request, the
dates requested, and the expected date of return to work.
4. Provide documentation: Depending on the type of leave requested, the
employee may need to provide supporting documentation. For example, for sick
leave, a doctor's note may be required, or for bereavement leave, documentation
of the family member's passing may be necessary.

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 TIMEKEEPING / PAYROLL

5. Follow up: If the leave request is approved, the employee should confirm the
dates and any conditions of the leave with their supervisor. If the leave request is
denied, the employee should ask for an explanation and consider discussing
alternatives with their supervisor.

It's important for employees to follow [COMPANY NAME]’s established procedures for
requesting leave to ensure that their requests are properly documented, approved, and
tracked. This helps ensure that there are no misunderstandings or disputes over the
employee's leave, and that [COMPANY NAME] is able to properly plan for staffing and
workload during the employee's absence.

5.3 Sick Leave

[Provide information on the company's sick leave policy, including how much sick leave
employees are entitled to, and how to request sick leave.]

5.4 Timesheets
[Explain the process for completing timesheets, including when they are due and any
relevant rules or guidelines for filling them out. Include information on how to submit
timesheets and who to contact with any questions or concerns.]

5.5 Professionalism
At [COMPANY NAME], here are the significant standards of professionalism to maintain:

1. Communication: Professionalism in communication includes being respectful,

clear, and concise in written and verbal communication with coworkers, clients,
and customers. This includes using appropriate tone and language, responding in
a timely manner, and avoiding unprofessional language or behavior.

2. Appearance: Appearance can be an important aspect of professionalism,

depending on the organization and industry. Generally, dressing appropriately for

[YOUR COMPANY NAME] OPERATIONS MANUAL

14
 TIMEKEEPING / PAYROLL

[COMPANY NAME] and maintaining good personal hygiene are expected. This
includes adhering to a dress code or uniform policy.

3. Attitude: Maintaining a positive and professional attitude is important in

[COMPANY NAME]. This includes being punctual, dependable, and willing to take
on tasks or responsibilities as needed. It also means showing respect and
consideration for coworkers and clients, even in challenging situations.

4. Competence: Demonstrating competence in one's job duties and responsibilities

is a key aspect of professionalism. This includes being knowledgeable about one's
role and industry, seeking to improve skills and knowledge, and following through
on tasks and projects.

5. Ethics: Maintaining high ethical standards is an important part of professionalism.

This includes being honest and trustworthy, maintaining confidentiality as needed,
and avoiding conflicts of interest.

6. Teamwork: Working collaboratively and effectively with coworkers is an important

part of professionalism. This includes being supportive and respectful of others,
communicating clearly and constructively, and being willing to compromise and
find solutions to challenges.

5.6 Dress Code

[Outline the company's dress code policy, including any specific requirements or
restrictions related to attire. Provide examples of appropriate and inappropriate dress, and
include any exceptions or allowances for different types of roles or situations.]

5.7 Workplace Procedures

[Explain key workplace procedures that employees should be familiar with, such as how to
request time off, how to report a workplace hazard, and how to escalate a complaint or
issue. Provide contact information for relevant managers or departments.]

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 TIMEKEEPING / PAYROLL

It is important for employees to understand and follow key workplace procedures to

ensure a safe and productive work environment. Some of the key procedures that
employees should be familiar with are:

1. How to request time off: Employees should be aware of [COMPANY NAME]’s

policies and procedures for requesting time off, including the amount of notice
required and the process for submitting requests. This may involve submitting a
request through an online portal, submitting a written request to a manager, or
following a specific protocol for requesting time off.

2. How to report a workplace hazard: Employees should be aware of the

procedures for reporting workplace hazards, such as unsafe working conditions,
faulty equipment, or hazardous materials. This may involve reporting the hazard to
a supervisor or manager, completing a hazard report form, or following a specific
protocol for reporting hazards.

3. How to escalate a complaint or issue: If an employee has a complaint or issue

that they are unable to resolve with their immediate supervisor or manager, they
should be aware of the procedures for escalating the issue to a higher level of
management or to the HR Department. This may involve submitting a formal
complaint in writing, following a specific protocol for escalating issues, or
requesting a meeting with a higher-level manager or HR representative.

4. How to handle confidential information: Employees should be aware of

[COMPANY NAME]’s policies and procedures for handling confidential information,
such as customer data, financial information, and trade secrets. This may involve
signing a confidentiality agreement, completing training on handling confidential
information, and following specific protocols for storing and sharing confidential
information.

5. How to handle emergencies: Employees should be familiar with the procedures

for handling emergencies, such as medical emergencies, natural disasters, or
security threats. This may involve following specific protocols for evacuating the
building, calling emergency services, or providing first aid to a coworker in need.

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 TIMEKEEPING / PAYROLL

5.8 Workplace Supplies and Suppliers

[Outline the process for requesting and receiving workplace supplies, including any
preferred suppliers or vendors. Include information on any policies or guidelines related to
the use of company resources.]

5.9 Getting Around

[Provide information on how to navigate the workplace, including building maps and
directions to key locations like meeting rooms, restrooms, and break areas. Include
information on any safety or security protocols related to accessing different areas of the
workplace.]

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6. Health and Safety

6.1 Safe Work Practices

[Provide information on safe work practices and procedures, including any training or
certifications required for specific roles or tasks. Include information on reporting safety
hazards or incidents, and any relevant safety guidelines or regulations.]

SAFE WORK PRACTICES

Safe work practices and procedures are critical in maintaining a safe and healthy
workplace for employees. It is the responsibility of every employee to follow established
safety procedures to prevent accidents and injuries. To ensure a safe work environment,
the following information should be included in the Operations Manual:

1. General safety guidelines: This section should include general safety guidelines
that apply to all employees, such as wearing personal protective equipment (PPE)
and following safety signs and instructions.

2. Specific safety procedures: Specific safety procedures should be provided for

tasks that involve potential hazards. For example, employees working with heavy
machinery should be trained on how to operate the equipment safely, and
employees who handle hazardous chemicals should be trained on how to store
and handle them properly.

3. Training and certifications: Certain roles or tasks may require specific training or
certifications. Employers should provide the necessary training to employees
before they start working with hazardous materials, operating heavy machinery, or
performing any other task that requires specialized knowledge or skills.

4. Reporting safety hazards or incidents: Employees should be informed of the

process for reporting safety hazards or incidents. This could include a reporting
system, contact person or team, or a specific form or procedure to follow. The

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18
 reporting process should be clearly explained to employees so that they know
what to do in case of an emergency or incident.

5. Safety guidelines and regulations: Employers should provide information on

relevant safety guidelines and regulations that apply to their industry or workplace.
This information could be provided in the Operations Manual, posted on a bulletin
board, or distributed in other forms of communication. Employers should ensure
that employees are aware of these guidelines and regulations and are trained on
how to comply with them.

6. Ongoing safety training: Employers should provide ongoing safety training to

employees to reinforce safe work practices and procedures. This could include
regular safety meetings, refresher courses, or additional training as needed for
new equipment or procedures.

By including this information in the Operations Manual, employers can ensure that
employees are aware of the importance of safe work practices and procedures and have
the knowledge and training necessary to maintain a safe and healthy work environment.

6.2 Emergency Procedures

[Outline the company's emergency procedures, including evacuation routes, emergency
contact information, and protocols for responding to different types of emergencies.
Provide examples of common emergency scenarios, and explain how employees should
respond.]

6.3 Accidents
[Explain the process for reporting and responding to workplace accidents, including who to
contact and what information to provide.]

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6.4 Personal Accident – Minor
[Outline the steps to take in the event of a minor personal accident, such as a cut or
scrape. Provide information on first aid kits and supplies, and include contact information
for any trained first aid responders.]

6.5 Personal Accident – Serious

[Explain the process for responding to a serious personal accident, including calling
emergency services and providing first aid. Provide contact information for emergency
services and trained first aid responders.]

6.6 First Aid Officer

[Provide information on the company's designated first aid officer, including their contact
information and qualifications. Explain the role of the first aid officer, and any procedures
for contacting them in the event of an emergency.]

6.7 Nearest Emergency Services

[Include information on the nearest emergency services, including hospitals, police
stations, and fire stations. Provide contact information and directions.]

6.8 Emergency Evacuation

[Outline the procedures for emergency evacuation, including where to go and how to exit
the building. Include information on any specific evacuation procedures for different areas
or situations.]

6.9 Emergency Evacuation Exits

[Provide a map of emergency evacuation exits, and explain how to use them. Include
information on any safety equipment or procedures related to evacuation, such as fire
extinguishers or evacuation chairs.]

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6.10 Emergency Evacuation Gathering Point
[Give details of the gathering point for emergency evacuation. It is important to regularly
review and update the location of the gathering point, as well as the procedures for
evacuating the workplace, to ensure that everyone is prepared and knows what to do in
the event of an emergency.]

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21
7. Workplace Equipment

7.1 Workplace Equipment

[Provide a list of workplace equipment that employees may use, including computers,
phones, printers, and other relevant tools. Outline any guidelines or policies related to the
use and maintenance of equipment, including data security and confidentiality.]

7.2 Personal Use and Restrictions

[Outline any restrictions on personal use of workplace equipment, including policies
related to internet and email use, and social media use. Explain any consequences for
violating these policies.]

7.3 Kitchen Facilities

Kitchen facilities should be kept clean and tidy at all times. Employees are expected to
clean up after themselves, wash dishes, and ensure that appliances are turned off after
use. It is important to report any equipment faults to the relevant person or department
immediately.
Food and beverages should be stored appropriately to prevent contamination and ensure
freshness. Any food that has passed its expiration date or appears to be spoiled should be
disposed of immediately.

Employees are responsible for providing their own food and beverages, unless otherwise
stated by the company. Shared food or beverages should only be consumed with the
approval of all parties involved.

7.4 Communication Equipment

[COMPANY NAME] provides employees with communication equipment such as
telephones, and computers to facilitate their work. It is important that these devices are
used solely for work purposes and not for personal use.

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Employees should not tamper with or attempt to modify any of the communication
equipment provided by the company. Any faults or issues with the equipment should be
reported to the IT Department immediately.

In addition, all employees must adhere to the company's IT policies and procedures,
including those related to email usage, internet access, and data security.

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