Hello, I am requested to building a standard operating procedure for a client facing role, where the pace is very fast (teller role in a bank). I need to know if an activity network might be a better solution than a process map in Visio or Mega. They need to know the process from an operational pov and to have something to help them fast, and also serve as a checklist.
I want to start with this map, then list the operațional steps and add pictures.
Do you have any solutions?
Most people learn better through experience than through reading a document.
Therefore, if practical, it would be better to teach this in small groups. Because of the statutory compliance requirements in a bank, every staff memebr needs to be familiar with the Company Operations Manual and this document should detail the specific steps and questions that are mandatory for each type of customer transaction. Beyond that, I think it is better if staff are trained to interact inteligently with customers rather than behaving like a pre-programmed robot. In other words, the customer experience is improved if it is not too obviously scripted and the same every time.
Using Questions and Answers, the training group can be led to draw out what is good and bad customer-facing practise. After the training, by all means provide them with a Process Map to use as an aide memoire.
I hope this helps, my key message is keep it human.