Summary
Led the effort to build a library of policies and procedures with a system for governance to:
1) Increase operational efficiency and regulatory compliance
2) Ensure business continuity
3) Improve organizational ability to adapt quickly to change
Skills Demonstrated
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Problem Statement
Current State
After a series of organizational changes in structure, the policies and procedures that translated regulatory requirements into our organizational language had become outdated and fallen out of use. This caused a loss in efficiency when large groups had to be called together to research, discuss, and weigh in on relatively small organizational changes to ensure we remained in alignment with regulatory requirements. We also had to staff personnel to answer basic procedural questions costing time and money.
Gap
There is no established process for consuming and taking quick action on changes to regulations, business needs, or critical personnel.
The policies in place were insufficient to cover the full breadth of the regulatory requirements leaving the organization reliant on subject matter experts with unique knowledge to inform and govern our actions.
There was a lack of up-to-date SOP’s and Job Aids for front-line staff to follow which created variance in how each staff member tasks and generated issues which then required troubleshooting and resolution.
Desired Future State
A complete set of organizational polices, derived from the regulatory requirements found in the code of federal regulations, will be published and available to all staff for a clear understanding of the rules that govern our work.
A complete set of standard operating procedures (SOP’s) and job aids, derived from our polices, will be published, made available to all staff, and trained to so that all staff members can follow the documented complete end-to-end processes that serve our customers.
A governance procedure will be in place to ensure periodic reviews of the policies, SOP’s, and job aids as well as provide for ad hoc discussions for off-cycle reviews, updates, and additions to the library.
My Contributions
Results
Challenges
A large group of leaders throughout the organization collectively held the knowledge of the code of federal regulations, making it challenging for my team to learn what materials existed and needed updating and what didn’t exist and had to be created.
Resolution/Outcome
Outcome: Successful
Timeline: On-Time (7 months from concept to delivery)
I led the cross-functional team charged with researching and identifying what documentation was required, generating drafts, working through approval, establish official location for publication, training, and launching the new policies and procedures. My team also led the establishment of a governance process which allowed for periodic and ad hoc reviews or updates to the documentation. This positioned the organization for strong business continuity, increased knowledge and efficiency in serving our customers, and greatly improved our response time to changes in regulations and/or business needs.