How to Write an Operations Manual

Every business, no matter how small, needs to have standards, and developing your own set of policies and procedures (often called an operations manual) will help your business run more smoothly— especially when you can't be there.

It's important to have a written system in place when you begin to hire employees, as you'll want others to understand every detail of how you want the business run. For instance, how do you like customers greeted when they come in the door? Or what day of the month do you order supplies from a vendor? Where do you keep the extra set of keys to the storage room?

Every operations manual is different, so there's no exact formula to follow. You'll want to create one that essentially maps out exactly how things get done in your specific business. Start with your company's mission statement, the products and services it offers, and any goals or values about your business that you may wish to communicate to others. Include an organizational chart and job descriptions. After that, you may want to break instructions down into distinct areas, including:

■How-to procedures, such as how to open and close your office, store, warehouse or other physical locations
■Phone numbers, e-mail addresses and other ways to reach clients, vendors, suppliers, insurance companies, the security company and other important contacts
■Business-related policies, such as whether you issue refunds or accept payment by credit card

The operations manual, essentially, is a tool kit for replicating your knowledge of your business and what you do on any given day. As your business grows, you may wish to have separate manuals for different departments or divisions. You might also develop a basic version for entry-level employees and a more detailed version (with sensitive information on finances, for example) for senior managers.

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