Task 1: Identify and establish documentation standards

Question 1

Adept Owl specializing in manufacturing and production of high-quality entertaining board, card and puzzle games. The Company is trying to establish itself within five years of its business in Australia as being the most innovative and entertaining board game developers.

Information Entry: In order to achieve its vision along with its goal set, the Company will need to identify processes and techniques that allow increasing organisational performance. Currently the organisation has to achieve wider types of business goals in relation to specific needs of business. In consideration to its letter mail-outs and expense reporting it lacks standard procedures. Current software presents a challenge to the organisation hence it needs to overcome such challenges prior to setting up of its business goals. For the purpose of entering information into the system there needs to be presence of keyboard. Through the keyboard varied range of information such as expenses, costs and mailing can easily be performed. Along with keyboard there needs to be mouse, desktop and other necessary computer related hardware that can easily be used to input information into the system.  

File Naming and Storage: In order that the management can easily assess information and process the same into making useful data, files needs to be stored. Any organisation that is planning to undertake to become a leading market player needs to arrange and organize its internal systems in an efficient way. The organisation is growing and emerging to be innovative hence there will be large number of files that it handles that needs to be stored. File naming and storage has to be done according to specific numbering systems. For each category files there needs to be folder created as expenses or letters. Then within such folders files needs to be stored according to names, date format. Each file will include date specified such that they can be retrieved in an easy fashion. Such files needs to be stored in ROM. All critical files has to be stored in D: drive such that any user can easily retrieve information. The two vital requirements for file naming and storage consists of availability of ROM memory and large disc space.      

Output or quality of document design and production: In any organisation especially like Adept Owl that is growing and developing itself there has to be certain standard set for practice. Major documents stored across the system of the organisation has to produce output or quality of document design and production. It is not only important to set up documents but output related to such documents plays a critical role for creating impact on the organisation. In order that such can be attained there needs to be presence of high quality software that can make necessary alignments and designing of templates. Printer is another crucial hardware that makes it possible to provide output related to such documents. A high resolution quality printer is necessary to obtain output of quality of document design as well as its production.   

Information Entry

Compliance requirement: Adept Owl though an organisation set up recently but is striving to make large impacts on the area of its expertise. Adept Owl has its existing set of compliances and legislations. Such compliances along with legislations allow the Company to develop code of practices or standard those are relevant to production of documents that allows for improvement of processes. Major compliance within Adept Owl pertains to accuracy of information. All information that is entered into systems for the purpose of document production has to be verified such that all contents are accurate and can match efficiently with employee practices or ways in which they perform their work. Such accurate information needs to be easily accessible to auditors along with employees. Availability along with accessibility of information plays a critical role such that documents can be accessed quickly, locating information they need.  A legislation pertaining to such compliances can be matched to standardization and scalability of such information. Adept Owl will have a large number of technical personnel who will create documentation, such information in documents has to be entered taking into consideration standard code of practice in technology compatible environment. A possible code of practice needs to be technical compatibility that allows document production for possible improvement in processes. 

Adept Owl in order to prepare itself for a better future has to present and future information technology that is capable of satisfying document design and production needs. Internal processes and technology has to be compatible with growing needs and challenges of the organisation that it presents.  There are a few capabilities that needs o be ascertained such that un-hindered document design and production needs can be matched. The following needs are evaluated such that it can be matched with the organisation’s demands;

Human Resource Capability: Adept Owl consists of a large team with administrative people, technical personnel and other personnel to perform a wide range of functions. The human resources capability currently at the organisation possess a wide range of gaps within administrative team. The HR team needs to appoint team HR heads and HR managers in the administrative team. Current level of skills gaps are such that they are not able to recruit and select employees appropriately in administrative team. While selection, teams needs to assess the wide range of capabilities present and then recruit new personnel. Further, there remains a skill gap of inducting employees. The Administrative team needs to have capabilities such that they are able to work in Microsoft Office. There is no need for further training or struggles to increase capabilities. Employees posts joining of the organisation needs to be inducted into prevalent procedure and processes such that they are able to carry on their roles and responsibilities in an appropriate manner. 

Closing of Skill Gaps: Existing levels of skill gaps can hamper organisational activities hence it becomes pertinent to close such gaps. Closing skills gaps needs to be conducted with respect to organisational practices. The HR team within the organisation has to develop specific guidelines while selecting employees. A specific induction training schedule with presentation needs to be developed. Selection will progress on specific sets of skill set, meaning applicants will be taken into administrative team if they major in HR and IT, they will need to have previous working experience. Induction training module will needs to be developed by a central HR team such that employees have capabilities to perform accordingly. 

File Naming and Storage

IT Capability Needs: In order that Adept Owl becomes a leading organisation in the future, its IT related capabilities needs to be extended. It capabilities for any organisation pertains to human as well as physical requirements. In order that demands over the next 2-5 years can easily be matched there needs to be technical personnel who have graduated with major in IT and has related experience of handling documents in other organisations. Apart from human resource needs in IT, there needs to be physical requirements as well. Software of the Company needs to be integrated with most advanced techniques such that it can comply with futuristic needs. All personnel needs to be adequately trained in Microsoft Office. The software updation needs to include capabilities such that it is able to communicate and market with internal and external businesses. In order that this evaluation is made effectively, the Company has resorted to obtain advice from external source of consultants. Consultants have capabilities to provide valuable inputs in the area, which can easily be applied to gain valuable know-hows.  

Technology Changes: Adept Owl guide and procedure has to include all possible technological changes towards preparation of the future. Adept Owl for preparing for the future technological changes has to make relevant changes to its style guide and procedures. Such changes includes updation of software and hardware to match with possible futuristic changes. Further changes might include incorporating in documented procedures such that changes made can be accommodated easily without much hindrances from compliance. 

Adept Owl documentation uses a varied ranges of style guide and procedures. There are various pertinent documents that are used by the organisation such that it can easily cater to its functionalities. All such documents includes various Microsoft Office functions as Microsoft Word, Microsoft Excel and Microsoft Power Point. Microsoft Word is used to make letter, brochures, pamphlets and so on. Microsoft Excel is used to include calculations relevant to expenses and incomes. Microsoft Power Point on the other hand is used into making presentation regarding training and other programs. All the three documents are relevant and are required by the organisation in a constant manner. The style guide of the Company uses such documents to ensure smooth and proper functioning of the same. 

A procedure for mass letter mail-out within Adept Owl using general style requirements of the style guide is built. The procedure encompasses reference to style guide or procedures to include relevant areas;

Step 1: A mass mail-out lists needs to be generated for assigning tasks for the purpose of mass mail out. In order to send out mass mail-outs, Mass Emil contact lists has to be created first. Tool bar at the bottom of contact lists using Account tab has to be created. Mass Email Leads at the Lead tab has to be selected. Then a custom view for recipients for email has to be created. A user lists for mass mail-out has to include all relevant organisation participants who should receive the email. Recipients of mail-outs are created by default and recipients who should not be receiving the mail has to be removed from lists. They can be removed by deselecting them or clicking on the check boxes.         

Output or quality of document design and production

Step 2: An email template has to be generated that includes merge fields, attachments and so on. According to set agenda, a Visualforce email template can be created. There are links to Preview the template in email template preview as it displays merged fields. While sending data from recipients’ record, applicable substitute text is inserted into the email instead of merge fields. There are options for inclusion of BCC in the email to send to recipients. Signature can also be added in mass mail but this applies in cases of emails only. A Mass Email Name can also be selected by administering Mass Email Queue in the email. Then Select Send now or Scheduling for delivery on time has to be specified.                     

Step 3: In Contacts or Leads tab, Mass Email Contacts has to be created under Tools section. Adept Owl needs to first create a contact lists that incorporates names of recipients who should be receiving emails as against others. In Tools tab creation of such Contacts and storing them for later use can yield huge benefits for the purpose of sending later emails to personnel who needs to use such emails.

 Step 4: A new view to filter the view of mass mail-out has to be generated. A filter view can depict a brief picture regarding mass mail-out that is created and recipients has to be made aware regarding the same. A filter view allows pictorial representation of all emails that were send out and recipients of the same.

Step 5: The wizard has to be followed to select template and send or schedule during specific date or time. The mass mail-out wizard allows scheduling a mass mail out to be send out at that time or later. Scheduling such mass mail outs allows flexibility to incorporate tasks accomplishments. Posts scheduled data technical personnel has to check whether recipients has received such information or not.                                      

Production delay letter template

Content:

We at Adept Owl would like to thank you for your purchase and constant support. Customers of Adept Owl have constantly expressed their support and likeness towards the Company, which has led to its growth. Adept Owl will like to express gratitude towards its customers and would like to keep the continuous association intact. There is a recent delay in production that has led to delay in stocking reaching. Production had been halted mid-week due to paper jamming at one end of the machinery. Maintenance required quite some time to clear the block and go ahead with the scheduled production.    

We are extremely sorry that our stock did not reach at the desired time-frame causing delay. We understand the importance of time of our customers and harm that potential delay can cause. Therefore, we are extending this letter of apology to make our valued customer understand the reason for such delays. There was a paper jam in the machinery that makes bulk production, the paper jam was attempted to be cleared by our staff and present technical personnel. But unfortunately the staff and technical professional present could not easily resolve the problem.   This hampered the entire production schedule causing delay in forecasted output. There was also tremendous loss of man hours due to the incidence. It happened at the final packaging machine that prints and packs the products that are produced at the factory. Later, upon arrival of the technicians and other professional from machine maintenance it was possible to overcome the problem. The problem resolved within a week of its occurrence. Therefore, the expected date for delivery of the final product has been delayed by two weeks as we have not been able to process other orders as well. Within mid of next week we will be able to deliver the final goods at the designated destination.

Compliance requirement

Again our entire team would like to apologies for the said delay in delivery of products, delaying the entire schedule. We regret all inconvenience that we have possibly caused due to delay in delivery of products. We are enclosing our contact number and would like customers to contact at any time whenever they wish to. The contact personnel is Mr. Adam Smith, he is handling customer operations at the organisation. His contact number is +612 201 3215. Customers can reach him any time during office hours of 9 am till 4 pm.

Thanking You

Yours Faithfully

(Eric Samuel)    

Testing Schedule

Testing schedule for Expense templates will be created based on availability of users. Team’s senior members along with other members has to be consulted, such that they can be present at the time of presentation. Once a time frame has been set-up users will be asked to enter demo data into the spread sheet and then calculations will be conducted on them. Users will also be asked to input random values in certain cells of the Excel Expense template such that they can understand ways to operate on the template. 

Feedback    

Once testing schedules has been set and they have been conducted, feedback will be obtained from them. There will be specified set of feedback that will be asked form users of the Expense template. The feedback will provide valuable suggestion for improvising on the said template. Such feedback will also provide relevant inputs regarding any training session that needs to be accommodated for operating on the Expense template.

Most users provided valuable positive feedback regarding usability, appearance and readability of the template. The users found the template to be extremely appealing to operate on, as the template would lead to cost reductions significantly. Further such templates will provide time saving and better development of expense reports considering past trends. The only negative feedback to the template was in regards to attaching of receipts. There was no links that was provided that could enable users to easily attach receipts within the particular template.  

Reflection 

Expense templates are critical for any type of organisations for entering and keeping track of expenses. It takes immense technical expertise to develop an expense template format that can be used across the organisation and can reveal valuable impact on the same. Maintaining appropriate expense templates will allow better auditing and in financial planning for the organisation. employees often need to charge a variety of expenses on the organisation therefore, such provided templates will aid in standardizing code of practice across the organisation. Providing a standardized code of practice will further allow setting guidelines and forming procedures while reporting. It becomes imperative to set up expenses templates, in doing which there are several types of steps involved.

In order to design the expense template organisational as well as audience needs had to be taken into consideration. The organisation needs to develop a documentation and expense procedure that can support the growth and development of Adept Owl. While the Company grows and develops, it will need a standardized procedure for incorporating expenses from its employees. Employees will need to submit their various expense procedures to the organisation and such needs to be standardized. Audience as employees needs a standardized and easy method for including their data. Employees are often busy with their inherent schedules, accompanying in a short and easy procedure for recording their expense will provide them benefits. Therefore, the template has been developed and made into a easy readable format that can be accessed and filled by any employee acting as a standardized set of procedure for the Company.

Question 2

For designing the template various technical know-hows has to be understood and implemented thereupon. Selected technology for the purpose of developing the expense template is Microsoft Office. One needs to be well versed and technically sound to incorporate various functionalities of Microsoft Office so as to be able to design the template in an easy fashion. Further, there needs to be technical knowledge regarding Microsoft Excel in developing the said template. The technical know-how that was used to design the template was that of macros in Microsoft Excel. Data lists were included in each cell such that users can easily select from the drop-down menu and save on time. Software functions of Microsoft Excel was used to form the procedure and integrate Data Validation functionalities into the same. The automated document build can be filled by anyone who is using it for reporting of expenses to the organisation. The document in order to match to software functions has made use of linking functions. The document contains drop-downs for entering each option. It also includes macros for reflecting rank of expense made by employees. The Macro has been made in Microsoft Excel and recorded against values entered by employees department wise. The drop-down menu has been inserted by way of Data Validation procedures. In which the data had been written in other cells and then references had been drawn to that cell to create lists from drop down. Macros has been created from View then Record Macros button n Microsoft Excel. The recording as been made till ranks were assigned to individual amount in expense sheets and then ranks provided to them accordingly. Posts recording the values in descending order macros was stopped from drawing references.

The software of the company will integrated each expense report submitted by the employees. The software will then depict the integrated values of the same to reflect on the total expenditures incurred by the organisation, which in turn can be made use for purpose of auditing expenses. Documents as mass mail-outs and expenses template are made using designs such that they are able to conform to layout in accordance to organisational house style requirements. Macros and drop down lists provides user readily and ease of accessing large amounts of data. Such huge volume of data could be sorted and managed due to set macros and data formatting availability in Microsoft Excel.   

Part A

Analysing Adept Owl standards used for documentation along with relevant codes of practice there still remains scopes for improvement. The following section deals with training and necessary inputs that needs to be provided to employees such that they are able to easily assess the document.   

There were several areas against which team performance was evaluated to analyse their level of understanding. The decided areas for performance was determined to customer focus, productivity, employee development, expense, sustainability and compliance. All these performance areas were evaluated using Performance Metrics that were set against KPI (Key Performance Indicators) which had certain fixed Targeted outcomes. Employee outcomes was evaluated and then established against targets set.

Human Resource Capability

Customer Focus: Customer focus performance area targeted at achieving percentage of documents that conformed to style guide. While KPI was 100%, achieved outcomes was 80%, which depicts a 20% gap in documentation level. But employees overall performed quite well against set standards.

Productivity: Performance metrics set for productivity for average time taken to edit letters that were being sent was estimated at 30 minutes but outcomes depicted 60 minutes. Implies that employees lagged significantly in this area of performance metrics. they lagged incapability to perform according to set standards or code of practice. Average time taken to mail merge was estimated to be 5 minutes but it was calculated at 10 minutes. Data entry error rate was also at 10% against target set levels of 3%. This was very high against set standards or level of acceptance region. Employees had to train themselves and reduce errors to a subsequent level such that data entry rate could be reduced.   

Employee development: The number of training hours per employee was targeted at 20 hours per employee per quarter but it came out to be 5 hours only in first quarter. Meaning that employees did not receive the level of training they were supposed to receive in the period of time.

Expense: The average costs per mail out exclusive of postage was targeted at $100 but it was eventually at $ 165. This depicts subsequent lag in cost control and overshooting of costs. Average labor cost every page of edited text stood at $68 as against estimated $50. This shows relatively costs control over labour costs.

Sustainability: The average sheet of paper that was used per letter was 10 as against set standard to be 3. This reflects tremendously higher consumption as against what was designated to be. The average toner used per quarter was 15 cartridges as against set standards of 10 cartridges. This is also a reflection of higher consumption against set standards.    

Compliance: The compliance requirement against identified breaches of legislation of WHO/OHS, privacy and anti-discrimination policy reported 0 incidents against targeted incidents to be at 0. However, there was 1 incident that reported to privacy complaint related.

According to diagnosis of administrative team capability in regards to various tasks being performed for documentation procedure there were several data revealed. Pat, Sam and Kim was either a learner or practioner in several areas related to documentation. Hence, they required training in one or the other area of performance. They did not acquire skills to work or perform effectively on Microsoft Excel or handle mass mail-out in an effective manner. All the employees lagged in some areas or the other. 

Training is necessary while incorporating a new role or working on a document. Adept Owl in order to innovative and become a leading organisation needs to consider training sessions for its employees and staff that can aid in session delivery. Confirming to style guide is essential such that all procedures follow organisational practices.  

Explanatory Notes: The training session is done such that employees and staff find ease of handling such data and document procedure. While handling mass mail out attention has to be paid to practice when hearing guidelines. Mass mail outs can be prepared in Microsoft Office feature of Microsoft Word. Letters with format written in Microsoft Word allows ease forming of formats and also allows printing labels. The letters can be formatted by adding date of letter first then name and address of receipt of letter. Then after addressing the person a subject needs to be provided, only posts which the letter progresses. It is progressed by introductory paragraphs and then encompassing body and greater details of the subject of the letter. Then the letter is finished by means thanking the person. In order to provide mass mail out, there has to be a contact lists prepared with which labels can be generated. Microsoft Word allows Label feature to build and print labels in print layout views with addresses of addressee.

In order to build expense template, the fields for the same has to be decided. In Microsoft Excel all desired fields has to be include and the drop down can be generated by means of Data Validation function. The function is used to create drop down function for individual cells in Excel. Then including a particular column as in this case Macro-Rank has been used to denote expenses made in particular field, macros are inserted. Macro can be availed using Macros thread from View in toolbar in Microsoft Excel. Macros can be integrated by referencing cell to another and recording them accordingly. Once information is recorded Macros recording has to be paused.  This training will develop knowledge, users needs to further look for the subject in books and other internet sources for getting deeper understanding related to the same. The purpose of providing the training session is to make user friendly with the concepts such that they can use the feature without hindrance. However, further practice will lead to success in using the features and functionalities. Mass mail-out documents can be stored with the name Mass Mail-out_Customer_1 or Mass Mail-out_Investor-2 and so on. These documents needs to be stored in D:/ drive using *file.docx format in My Computer. Templates can be stored in format Expenses_Employees_1 or Incomes_Revenues_2 and so on. These templates can be stored in D:/  drive using *fiel.xlsm format.

For any process it is critical that evaluation is considered for successful implementation. Adept Owl has develop documents and implemented procedure such that templates and mass mail-outs can be performed in an effective manner. With implementation and designing of such procedures, there has been training session that also been accommodated that incurred significant amounts of costs. The below appendix 1 attached regarding to performance and information of current skills reveals several levels of gap. Further gaps were also diagnosed during the time of role-play training sessions such that they could be compared to set standards for document production. Evaluation of design documents include assessing employee understanding with respect to each and every steps included. With standards set for performance, it becomes easier to evaluate. Employees and staff had been able to significant levels of knowledge but there performance reflects gaps in their performance. When specific tasks were given to employees, they were perform the same with levels of skill that could confirm to KPI scores set. There has been lag in practice though knowledge input and providing templates had been substantial in nature.   

Performance area	Performance metric (KPI)	Target	Outcomes
Customer focus	Per cent of documents conforming to the style guide	100%	80%
Productivity	Average time (per mail out) to edit the letter being sent	30 minutes	60 minutes
Average time per mail merge	5 minutes	10 minutes
Data entry error rate	3%	10%
Employee development	Number of training hours per employee	20hrs per employee per quarter	5 hours in first quarter
Expense	Average cost per mail-out (excluding postage)	$100	$165
Average labour cost per page of edited text	$50	$ 68
Sustainability	Average sheets of paper used per letter	3 sheets	10
Average toner use per quarter	10 cartridges	15 cartridges
Compliance`	Identified breaches of legislation, including WHS/OHS, anti-decimation, privacy	0 incidents	0 incidents
Privacy related complaints	0 incidents	1 incidents

In order that employees, staffs and team members are able to provide performance they need to be targeted to achieve continuous improvement. The following recommendations for continuous improvement are aimed at closing gaps in performance and monitoring of actual performances. The recommendations for improvements are;

• Employees and staffs needs to develop technical expertise to work on various applications of Microsoft Office, especially Microsoft Word and Microsoft Excel. All functions and tool bars of Microsoft Word and Microsoft Excel has to be developed to close gaps pertaining to technical skills, to improve operations for better template usage.
• Training has to be given with respect to Microsoft Word and Microsoft Excel such that employees and staffs gain tremendous levels of technical functional knowledge. Sound technical knowledge will allow these staffs or employees to cater to better documentation and template performance in the future.
• In order to improve performance policies needs to be developed to allow training of employees and staffs. Style guide needs to include formatting techniques along with other readability techniques with displays. This will allow users to perform better with respect to their levels of performances.
• Experts had advised to incorporate Macro features from ranking to other aspects. There was also advice provided to include comments in demo presentations such that users can easily understand them. Comments help users analyse data and also include relevant understanding related to new topics and documents. Expert also stressed on the fact that data has to be made available by means of online business literature along with printed literatures.
• Over the next financial year, there would be a series of activities initiated. Activities for improvements will include costs control measures wherever relevant, adopting KPI for the same. Time frame for each activity set will be developed such that users are able to complete within designated time frame. For each activity a person will be made responsible and then evaluation or monitoring reports will be obtained from them. All  efforts will be made to provide continuous training and knowledge input such as to increase level of performance. 

Implementation/action plan template

Action/task	Resources/cost	Responsible person/role	Timeframe
Provide format	Computer/Fixed Costs AUD500	Team Leader	3 months
Render Training	Personnel Costs/Man-hour AUD20/hour	Team Leader	3 months
Provide Practice sessions	Personnel Costs/ Man-hour AUD 20/hour	Kim, Pat, Sam	1 week
Input data	Computer/ Fixed Cost	Kim, Pat, Sam	1 month
Review and revise	Man-hour Costs	Kim, Pat, Sam and Team Leader	1 week
Submit and implement	Man-hour Costs	Kim, Pat, Sam	1 week
Confirm to KPI	Man-hour Costs +  Miscellaneous	Team Leader	3-6 months