The best practices for an organization are often called policies and procedures. A policy is the overriding, overarching basis for a decision. A procedure explains how to do something. For example, a policy would be to treat a customer with respect. The corresponding procedure is to greet the customer using their first and last name. For new and existing employees, the policies and procedures are often online which makes it easier to keep them updated and current.

Identify job roles that are responsible for the maintenance of the policies and procedures. Often, this responsibility is the duty of a quality analyst or a business analyst.

Review the current policy or procedure for changes. If either needs to be changed, use language that is concise. Change policy/procedure titles and key points accordingly. Ensure that both the policy and procedure are factual.

Perform the procedure as it is explained or give it to another employee to perform the procedure. If there are any missing steps or assumptions in the procedure, add those steps, clarify any assumptions and do the procedure again.

Audit the policies and procedures once every two months. Select procedures that are used frequently and not as often.

Advise the affected groups of the policy/procedure changes.


Where possible, use screenshots to provide a step-by-step illustration to show how an action is performed. When a policy/procedure is updated, include the revision date. The revision date keeps everyone informed of the changes and ensures they have the most recent version.


Do not use acronyms or jargon without explaining them fully. Double-check the policy and procedure for accuracy.