Online Business Operations Manual

A direct-to-consumer brand is in need of an Operations Manual that covers its E-Commerce activities to standardize its processes and speed up the scaling-up phase of the company.

Performed interviews with key stakeholders and employees of the company to learn more about the whole business process to make sure all activities will be documented

Created, reviewed, and revised SOP's and Work Instructions of the company, prior to the creation of the manual

Created, reviewed, and revised the Operations Manual

Uploaded it to Notion for easier viewing for all employees

Created SOP's as checklists on ClickUp

Remarks: Images are not available due to confidentiality.

All processes were identified and standard operating procedures were created to document them. A sample of this whole process from creation to implementation can be seen here.

The Operations Manual aims to explain how a company works and it gets things done. Different activities are involved per department.

For this project, the Operations Manual encompasses the processes done by the following departments:

Marketing

Sales

Human Resources

Operations

Finance

Supply Chain

New Business

IT and Tech Support

Customer Service

This ensures that all the processes that are vital in achieving business goals are documented and whoever is responsible for getting them done is identified.

The contents of the Operations Manual are as follows:

Introduction

Purpose

Amendments and Revision History

General Information About The Company

Definition of Terms and Acronyms

Organization and Responsibilities

Operational Control and Supervision

Company Organizational Chart

Standard Operating Procedures

Control of Records and Documents

Appendices

Once the Operations Manual has been created, the draft copy is then routed among the team members for their review. Grammatical and technical errors are noted.

Revisions and notes are then applied prior to seeking approval from the key stakeholders.

Once no error is found on the Operations Manual, it is routed to all departments of the company for approval.

The controlled Operations Manual is kept by the Document Controller. Duplicates were created and were distributed to all departments of the company.

In order to ensure that all team members have access to the Operations Manual, at all times, it is uploaded on Notion.

This served as their go-to for technical questions. What is expected among employees is also clarified and point-of-contact for certain activities is easily identified making collaboration between departments easier.

A review date was nominated to ensure that SOP will remain up to date and relevant.

The following items were prepared:

Audit Schedule

Audit Plan

Audit Questionnaire

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