Organizational Development for Knowledge Management at Water ...

5.0 SAFETY REQUIREMENTS
This section is where you explain applicable safety requirements pertaining to the process. Specific safety
instructions/guidelines should be referenced in the Reference Documents section of this document. Safety
equipment should be listed in the Equipment and Tools section of this document.
If specific safety instructions/guidelines are unavailable, the following generic statement may be used:
All Colorado Springs Utilities safety and health policy and procedure requirements shall be integrated into
any referenced operational procedures in this document. All safety related policies and procedures
contained in this document must comply with the Safety and Health Program Manual.
6.0 RESPONSIBILITIES
This section outlines the responsibilities of the person(s) or group(s) that must implement or control the
process being described. Include the title of each employee or group responsibility that is mentioned within
this document. It is often easier for Process Owners to fill out this section after the process section 6.0 has
been written and all roles have been identified. See example below:
“The Strategic Planning Manager is responsible for:
• Facilitating the development of the Strategic Plan.
• Conducting quarterly reviews of progress to plan.
• Serving as subject matter experts on the Strategic Planning process.”
7.0 PROCESS
This section is where you explain the major areas of the process steps or the details of steps to be
performed. Creating a high level flowchart of the process can be helpful in determining sub headings. For
example:
7.1. Obtaining Inputs from External Sources
7.2. Updating Ends and Limitations
7.3. Establishing CEO Goals
If the document has attachments, be sure to refer to them by number and name. For example “A process
flow chart is contained in attachment C01-Strategic Planning Process.”
If you are not using Microsoft XP you may need to edit the total page count on your document. After you
have completed the final draft of your document, double-click on the footer and delete the current total
page number then manually type in the actual total number of pages in the lower RIGHT hand corner. Do
not change the template number in the lower LEFT hand corner of the footer as it is important for change
tracking purposes.
NOTE: To create a numbered list of the primary steps, or major processes, use the style called "QBD
Indent 2”. This style is formatted to begin a list using the numbering scheme 6.1, 6.2, 6.3, etc. For a list of
detailed steps use the style called "QBD Indent 3" (for example - 6.1.1., 6.1.2., and so on). For bulleted lists
use the appropriate QBD bullet style – “QBD Bullet 2” or “QBD Bullet 3”.
8.0 PROCESS METRICS / SERVICE LEVELS
Every process must be measured in order to determine its effectiveness. These metrics are often called
service levels. Process metrics provide feedback that can be acted upon to avoid poor output of a product
or service. Examples of process metrics are performance to schedule, results of audits, and tracking
expenditures.
The three types of process metrics are 1) Supplier Metrics, 2) Process Metrics, or 3) Customer Metrics.
• Supplier metrics establish targets for the quality of work performed before this process. Materials,
information, completed forms, and phone conversations are examples of supplier inputs. Supplier
measures predict the likelihood of success based on the input parameters. In other words, it is difficult
to produce a quality product or service if the input is defective from the start of the process.
• Process metrics apply to specific characteristics, features, or attributes of the process itself. These
metrics are used to monitor the performance of the process as it is being performed.
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