Operations or Procedures Manual

The Procedures Manual is of great importance in the actions of

companies, since it contains the necessary information to carry out in a
precise and sequential manner, the operational tasks and activities that
are assigned to each of the administrative units, of the same form,
determines responsibility and identifies the basic mechanisms for the
implementation and adequate development, with the purpose of
generalizing and unifying the basic criteria for the analysis of the
procedures carried out by the different administrative units of the
company, indicating what is intended to be obtained. with their execution.

It is necessary to highlight the requirements that the documentation

generated in this matter must meet, as well as the data necessary to
analyze the procedure manuals, instructions and diagnostic studies of the
procedure.

With the implementation of these information requirements, we will

be in a position to issue judgments and opinions that have the purpose of
guiding the administrative units, in everything that refers to the
implementation and application of improvement practices, which obviously
contribute to increasing their operational efficiency and effectiveness.

Likewise, it allows us to know the useful mechanisms for carrying

out the administration's activities, it provides us with schemes or
panoramas, which support the actions carried out in the department and
which reflect an attitude of the management.

We must highlight how important it is to have a procedures manual,

so that the development of operations and strategies are carried out in
accordance with the previously established plan, and thus these attitudes
are periodically informed to the entire organizational line, so that they can

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be developed promptly. , efficient and effective, the work of the
administrative units and with good optimization of resources, both material
and human, and that can be defined as policies within the organization.

The policies, translated into a written medium, constitute a

magnificent support to transmit the attitudes of the management, they also
establish lines of guidance, with which the management personnel can
work to balance the activities and objectives of the General Directorate,
this, according to the suitability of local conditions prevailing at that time.

In this way we have that procedure manuals can refer to individual

or group tasks and work, such as exemplifying how it operates in the
exercise of its development, in a certain activity, within a department, as
well as They refer to the exemplification of technical practices in the
operation of the equipment, or they reflect general practices of a specific
area of some activity, such as service procedure manuals, budgeting,
financial, among others.

Procedure manuals should generally contain text that indicates the

policies and procedures to be followed in the execution of a job, with
illustrations based on diagrams, tables and drawings to clarify the data.

In office procedures it is customary to include or reproduce the

forms used in the procedure in question, either filled out with an example
or with instructions for filling them out.

Advantages of having a Procedures Manual

The advantages of the Procedure Manuals as administrative

instruments are the following:

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 Summarize in an orderly, sequential and detailed manner the
activities carried out by a department, as well as the formats to use.

 Formally establish the work methods and techniques that must be

followed to carry out the activities of the administrative units or
entity.

 Define operational responsibilities for the execution, control and

evaluation of the activities carried out.

 Serve as a means of integration for new staff, facilitating their

incorporation and induction into the different areas of the
administrative unit or entity, if applicable.

 More easily represent, using the flow diagram, the operations to be

carried out by each area of the administrative unit or entity in
question.

 Detect and visualize faults that may be incurred more quickly.

 Facilitate communication between staff, since through the

implementation of the diagrams the activities that a department or
area must carry out, as well as their responsibilities, are
determined.

 Assist the procedure analyst in reviewing and simplifying them.

 Know in detail the internal functioning of the administrative units in

the performance of their tasks.

 Serve as a basis for administrative modernization programs.

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  Improve already established procedures.

Methodology to develop the Procedures Manual

The preparation of the Procedures Manual represents arduous work

and, above all, very detailed, by breaking down in detail the function of the
administrative unit and translating it into a written medium, which implies
designing a minimum methodology that helps us prepare it in the shortest
possible time. In this order, the manual must be made up of the
procedures that occur within the scope of action of the company's units or
entities. Among the procedures that must be part of a manual we can
highlight:

 Those that have an impact on the quality of the service.

 Those that, due to their complexity, must be documented.

 Those that can cause user dissatisfaction.

 Those that by Law or Regulation must exist.

 Those that involve an economic risk.

 Those related to personnel competence.

1) Planning of the study: In order to carry out studies of systems and

procedures, it is of great importance to specify in the Procedure Manuals
the planning of the pertinent actions, the development of programs where
the requirements, phases and procedures that regulate the elaboration of
the same.

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2) Data collection: It refers to the collection of documents and data,
which once organized, systematized and analyzed allow us to integrate
the procedures manual, thus achieving the communication of information;
Likewise, its usefulness translates into a useful tool for communication and
transmission of information, and above all it is real evidence that what has
been planned has been carried out and of the results that have been
obtained with its application. for the benefit of citizens and for the best
performance of the administrative unit.

With this data collection function, knowledge is shared,

organizational practices are disseminated and preserved, it provides
consistency in the actions implemented, thus allowing us to know the
functioning of the work unit, it allows us to know its operation for
evaluation and control purposes. , supervision, direction, administration,
execution and organization, in the same way it is of great contribution to
the analysis of procedures for their improvement, it helps to identify
responsibilities, thus favoring the measurement of results, it contributes to
defining efficient flows of work, thus generating basic information for
decision making.

To obtain information, it is necessary to consult various sources,

among which are:
- Documentary Research : It refers to carrying out research in the
archives of the various departments of the administration or department,
locating and identifying the writings that are necessary to carry out the
functions of the department or entity, such as manuals, bulletins, formal
communications, circulars, records, among others, and that obviously
contain data that is important.

- Field Research : This refers to the application of the following

techniques:

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a) Interviews: It is verbal communication between two or more people, in
which one serves as the interviewer and the other as the interviewee; For
this purpose, it is necessary to hold meetings with the management
personnel of the area and with the personnel who directly operate the
procedures. With the first levels of interviews, they must be done on a
normative basis, trying to obtain strategies and action policies that are
useful for the studies that are carried out. The operational staff will provide
information about how things will be done or carried out and from there
determine how they work. For the purposes of the interviews, the objective
must be well identified.

b) Questionnaires : Their application is at the management and

operational levels, seeking mainly to obtain an analysis of the process,
and first of all with the specific analysis of each activity. This activity will
allow us to have a backup of the information that is collected. They may
be:

 Open Questionnaires: Like interviews, questionnaires can be

open and are applied when you want to know the feelings, opinions
and general experiences of the respondents; They are also useful
in exploring the basic problem, for example, an analyst using
questionnaires to study credit verification methods, is a means. The
open format provides ample opportunity for respondents to write
reasons for their ideas. Some people, however, find it easier to
choose one from a set of prepared answers than to think for
themselves. It is widely used due to the acceptance it has by the
people who respond to it due to the freedom of response that it
offers them.

 Closed Questionnaires: The closed questionnaire limits the

possible answers of the respondent. Through careful question style,
the analyst can control the frame of reference. This format is the

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 method of obtaining information about the facts. It also forces
individuals to take a stand and form their own opinion on important
issues.

c) Observation: It is a technique that consists of carefully observing the

phenomenon, fact or case, taking the information and recording it for
subsequent analysis. Observation is a fundamental element in any
investigative process; The researcher relies on it to obtain the greatest
number of data. Much of the body of knowledge that constitutes science
has been achieved through observation. It is the most used technique in
the development of investigations, due to its easy application and
effectiveness.

Observation Types

There are two types of observation: Non-Scientific Observation and

Scientific Observation. The basic difference between one and the other is
in intentionality: Scientific Observation means observing with a clear,
defined and precise objective: the researcher knows what he wants to
observe and why he wants to do it, which implies that he must carefully
prepare the observation. Observing Non-Scientifically means observing
without intention, without a defined objective and therefore, without prior
preparation.

Steps that the Observation must take: To make an observation,

the following aspects must be taken into account:

 Determine the object, the situation or the case, etc. (which will be
observed), since this is the principle of all research, regardless of its
type, it will always have an object to investigate.

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  Establish the objectives of the observation (what will be observed
for)

 Observe carefully and critically

 Record observed data

 Analyze and interpret data

 Draw conclusions

 Process the observation report (this step can be omitted if other

techniques are also used in the investigation, in which case the
report includes the results obtained throughout the investigative
process).

3) Information Analysis: Once the data collection is finished, the

information is analyzed, this in conjunction with the person in charge or
responsible for the procedures, being at this stage where it constitutes one
of the most important parts for the preparation of the manuals, because it
is precisely here where the procedure is unraveled and designed, which
will later be captured on paper, always trying to ensure that the data
collected is relevant, precise and, above all, representative. Invariably, all
information must be validated by both the director of the area and the
general director or head of the agency, entity, decentralized organization
or municipal participation company, all of this to guarantee the veracity of
the information collected.

4) Registration of Information: At this stage, it is extremely important to

describe the process and work method; for this purpose, two tools are
used:

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- Description of procedures

- Flowcharts

4.1. Description of Procedures: The description must be an orderly and

progressive relationship of the operations that are carried out in the
performance of this or that procedure or service, and which must be
recorded in a procedure description format, which will contain the following
information:

 Dependence.

 Administrative unit, entity or decentralized body.

 Procedure name.

 Body responsible for the execution of each phase of the procedure.

 Progressive number of process activities .

 Document or format used.

 As many (original and copies of the format).

The first three concepts: Dependency, Administrative Unit,

decentralized entity or body and Name of the Procedure, must be noted
on all procedure sheets.

4.2 Flow Diagrams: These diagrams represent a very clear image of what
is and how the events occur within a procedure that is carried out within
the agency or entity, they mainly reflect phrases or sentences that are

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descriptive within the symbols used. Thus, flowcharts can be considered
from two points of view, namely:

 Mechanical: This shows how a procedure is going to be carried

out.

 Dynamic: It exemplifies how a procedure is carried out, reflecting a

previously established process, and which will allow us to make
comparisons, identify inadequate information flows, as well as
excess information flows, among other aspects.

Therefore, to prepare flow charts, symbols are used and handled

that graphically represent the characteristics of the activities that are
carried out within the procedure carried out in an administrative unit.

Diagramming Principles:

 A flowchart always starts with the “TERMINAL” symbol.

 The flowchart is drawn from top to bottom, left to right.

 The lines between the symbols indicate the direction of flow.

 Any document that enters a temporary file must return to the flow
and reach its final destination or permanent file.

 Each page connector corresponds to a page entry connector,

marked with the same letter or symbol.

 Each leaf connector corresponds to a leaf input connector, marked

with the same number or letter.

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  Every flowchart ends with the “TERMINAL” symbol.

4.3.- Analysis of Activities: As soon as the information is collected and

recorded, the next thing is to analyze the activities that are carried out
within a procedure, this with the sole purpose of taking into account all the
productive and non-productive elements of some procedure, obviously
always with a view to its improvement to the extent possible, and where
appropriate, reducing the times and procedures to be carried out as
possible.

To be able to carry out this stage, it is necessary to study each and

every one of the records that have been made, as well as the
documentary information that has been obtained, as well as the formats
that are part of the entire procedure that is carried out. effect. In this
analysis, these aspects must be considered in a singular way:

 What is done?
 Why is it done?
 Who does it?
 How is it done?
 When is made?
 Where is it done?
 What is it done with?

On the other hand, in verifying the compiled data there are the
following advantages:

 Point out omissions precisely.

 Eliminate misinformation that leads to false conclusions.

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  Aspects requiring further investigation are indicated.

The people in charge of carrying out the investigation must be:

 Systematic in the evaluation of the data collected and recorded.

 Critical, constantly evaluating all the elements of a procedure.

5.- Validation of the information collected: The information collected

and diagrammed will be submitted to the validation of those directly
responsible for having delivered said information, as well as to the
immediate hierarchical leadership, up to the head of the department or
entity. In this same order, validation will be carried out when a modification
is recommended or an improvement is made to the procedure.

6.- Review and update : It is imperative to review and update the

Procedure Manuals, maximum when modifications have been made to the
tasks within the administrative units, entities or deconcentrated
organizations. In this sense, the heads or General Directors of the
dependencies, entities or deconcentrated organizations have the
obligation to promptly inform whoever is responsible for the preparation of
the procedures manual, about any change, modification or variation in the
activities carried out. finished, as well as in the formats or those
responsible for providing a service, both to the user public or internal
support, with the sole purpose that the modifications are made in a timely
manner and within the times established for this purpose.

Elements that make up a Procedures Manual

Currently there is a great variety of ways to present a procedures

manual, and in terms of its content there is no uniformity, since it varies
according to the objectives and purposes of each agency, as well as its

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scope of application. Below are the elements that are considered to be
part of a procedures manual, as they are the most relevant to the
objectives pursued with its preparation:

Cover: It is the outer cover of the document where the content, the logo,
the name of the manual and the responsible organization are identified.

Cover: This continues after the cover, it bears the name of the manual,
the organization responsible for its application and the place and date of
publication.
General Index: It is the summarized and ordered presentation of the
constituent elements of the document.

Presentation or Introduction: Refers to the explanation that is

addressed to the reader about the general overview of the content of the
manual, its usefulness and the aims and purposes that are intended to be
fulfilled through it, including a clear and concise explanation of the
objectives. of the manual and the presentation of the structure of the
document; It includes information on how it will be used, who, how and
when the revisions and updates will be made, as well as the authorization
of the owner. It is recommended that, when formulating the introduction,
simple vocabulary be used, in order to facilitate its understanding;
Likewise, that you fully understand the items mentioned in the previous
paragraph. In summary, the introduction should:

 State the objective of the document.

 Include information about the scope of application of the document.

 Be brief and easy to understand.

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Objective of the Manual: The objective must contain an explanation of
the purpose that the procedures manual is intended to fulfill; Its
preparation will comply with the guidelines described below:

 Clearly specify the purpose of the document.

 The writing will be clear, concrete and direct.

 The description will begin with a verb in the infinitive.

 It will be described in a maximum length of twelve lines.

 The use of qualifying adjectives will be avoided. Example: good,
excellent, etc.

The objective should be as specific as possible, and written clearly and

in short paragraphs; Furthermore, the first part of its content must express
what is done; and the second, why it is done.

Procedures: It constitutes the central or substantial part of the

Procedures Manual, it is made up of the following sections:

 The name of the procedure must give a clear idea of its content.

 The description of the procedure must be written in a clear and

simple manner.

 Two different procedures should not be included in one.

Objectives of the Procedure: Which is where the purpose , purpose or

reason for the procedure or what is intended to be achieved with its execution
will be stated.

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Scope: The scope of application of a procedure is described, that is, what
areas it involves, positions and activities, as well as what it does not apply
to.

References: The supporting documentation that we use to develop the

procedure is listed: Internal Manuals, Regulations, etc.

Responsibilities: Here you must indicate who is responsible for the

preparation, issuance, control, surveillance of the procedure; as well as,
who is responsible for its review and approval.

Definitions: These are frequently used terms that are used with a specific
or restricted meaning compared to the set of definitions in the dictionary.

Work Method: Within the work method, the following sections must be taken
into account:

 Policies and operating standards: It refers to the presentation of

criteria and standards that guide the performance of activities
without having to consult higher hierarchical levels.

 Description of operations: It is understood as the sequential

presentation of the steps that must be followed within a procedure,
specifying the positions or units responsible for its execution.

 Flow diagram: It will be understood as the representation of the

flow of operations to show the units that participate, the operations
they perform and their sequence, through the use of symbols.

 Forms and instructions: A copy of each of the forms used in the

different operations of the procedure must be presented.

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 Instructions must also be attached with the specific instructions to
which the forms must be filled out.

Legal Base: It is the enumeration of the legal-administrative regulations or

norms that govern the operation of the unit, specifically chapter, article and
fraction that base the procedure.
Glossary: As a final part, an alphabetical compendium will be included
that must contain the concepts referring to the actions or administrative
mechanisms that are contemplated in the body of the manual.

After completing the manual, an analysis of the procedure must be

carried out with the legal-administrative standards or the verification that
there is actually a similarity of the procedure with the existing framework
and always ensuring that none of the current provisions and legal
standards applicable to the procedure in question. Finally, it is convenient
to include information regarding the approximate duration and frequency
of the procedure, as well as the mechanisms used to review and update
the manual.

It should be noted that when only one procedure is included in a

document, it must be included in the instructions, graphic representation
and narrative description, of the set of specific instructions to carry out a
range of operations. Likewise, objectives, operation policies, scope of
application, description of operations and diagrams must be specified.
This analysis covers the entire process until achieving the final product.

In this procedure, it is of utmost importance to verify the execution

times from the beginning to the end, all with the purpose of capturing the
points and administrative units where problems or delays in services occur
most frequently. that in general hinder and reduce the speed of the
processes as a whole.

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 In this same order, it is important to study the volumes of work and
the frequency with which they are repeated, the procedures to determine
their importance, and to be able to make suggestions that allow them to
operate more efficiently and response to the public.

Invariably, the procedure manuals will have to be interrelated with

the functions and powers assigned to the administrative unit, this to verify
that the procedures carried out are closely linked to each and every one of
the functions and/or powers that correspond to the unit. administrative unit
in question.

The existence of functions whose execution has not yet been

regulated, or is not yet regulated, must also be verified, whether there are
no written instructions for their execution, even when the procedures are
carried out.

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