TOC仪器操作规程.pdf

1Operating Procedures Manual-TOCTable of Contents-SampleSample table of contents for an organizations operating manual,also used as a staff-training manual.Table of ContentsGeneralPage1.About our Organization.12.History and Overview.23.Mission Statement4.Vision Statement5.Value Statement Core Purposes6.Board of Directors and Officers7.Committee Chairs and Members8.Committee Descriptions9.Past Presidents10.Industry Background and Useful Articles11.Organizational Charts,Information Flow and HierarchyOffice Responsibilities1.Daily Tasks-Morning(Group responsibilities phone messages,fax machine,etc.)2.Daily Tasks-Afternoon(Group responsibilities UPS Shipments,lights off,etc.)3.Daily Tasks Specific to the individualGetting Started1.Office Contact Information addressees,phone,fax,Website,all employee emailaddresses,etc.2.Tax ID#,where to find W9 forms3.Proper Phone Handling-Transferring calls;calls to avoid;types of calls who to transfer to4.Publications Overview5.Frequently Asked Questions about Publications6.Membership Overview and ProcessesNew Member Processing;Member Solicitation;Dues and Renewals7.Frequently Asked Questions about Membership8.Frequently Asked Questions about the Website(www.#.com)Membership1.Overview2.Regular Members forms,informational brochures,applications,etc.3.Honorary Members-forms,informational brochures,applications,etc.4.Student Members-All forms,informational brochures,applications,etc.2Certification1.Exam Overview2.Qualifications to Sit for Exam3.Schedules and Costs4.Studying,Resources5.Registration ProcessPublications1.About each Publication2.Pricing Structure3.Other Publications not internally published but often asked about4.Order Forms and ProcessingAnnual Conference,Seminars,and Exhibiting1.Frequently Asked Questions about Conference2.Recent Conference Brochure and Registration Information3.Frequently Asked Questions about Seminars4.Recent Seminar Brochures and Registration Information5.Frequently Asked Questions about Exhibiting and Trade Show6.Recent Exhibitor KitShipping and Mailing Procedures1.UPS how to/account information/ordering supplies/rules/restrictions2.Federal Express-how to/account information/ordering supplies/rules/restrictions3.US Postal Service Domestic Mail-how to/account information/orderingsupplies/rules/restrictions4.US Postal Service Foreign Mail-how to/account information/orderingsupplies/rules/restrictionsLogo and Branding1.Policy Logo Usage,Restrictions and Standards2.Style Guide for CommunicationsAnnual Calendar1.By month lists all cyclical projects(Jan.31 run statements of account,etc.)2.Contributing to the CalendarStandard Responses(formatted for instant email response use as reference for phonecalls includes“How To”when appropriate)1.“How do I become Certified?”2.“How do I become a Member?”3.“How do I become a Affiliate”4.“Where can I get more training?”5.Requests for interpretation of a technical document6.Requests for general information7.How to send out a sales lead to Members38.“Verifying a certified member”9.How can I serve on a committee?10.“Ive signed up for XXX working committee now what?”General“How Tos”(As training moves forward,the individual is responsible forupdating this part of the notebook)1.How to burn a CD2.How to burn a CD for use in a Macintosh3.How to take a phone call order4.How to pick up and verify an order over the website5.Website passwords6.Ordering publications when inventory is low7.Ordering general office supplies8.Customer requests for invoice copies9.Customer requests for a different method of shipping10.When we receive a bill11.Rebooting the server12.When its time to call the“IT guy”13.Removing a jam from the printer14.Removing a jam from the fax machine15.Fax/Printer repair service16.When its time to call the accounting department17.New Member Packets how to process and what to send18.Renewing Member Packets-how to process and what to send19.Inquiries-how to process and what to send20.Publication Orders-how to process and what to send21.Exam registrations22.Conference registrations23.Seminar registrations24.Exhibitor registrations25.Affiliate renewal notices26.Renewal noticesPolicies1.Read the policy manual thoroughly.2.New policies are handed out at staff meetings individuals are quizzed at nextweeks staff meeting.#Provided as a sample table of contents for developing an Operations and/or TrainingManual.Best way to start on developing a manual is to bring staff together to create thetable of contents,or to use an annual calendar and determine every procedure andresponsibility that should be documented.Note:Bob Harris,CAE,focuses on nonprofit efficiency through teaching and operatingassessments,strategic planning and board development.Visit .