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Work Instructions

Author: Mr D Wilson

Source of document: Open University

Date: 28/07/96

Why do we all need work instructions? There are several reasons for this but I will keep this short:

• Repeatability. Doing the process over and over in exactly the same way. This is the Quality Assurance reason for work instructions. Through continual improvement the work instruction will be changed (under control) until best practice is achieved. Once achieved, the work instruction will ensure that it is maintained.
• Ease of Action. With a documented process the operator/worker does not have to remember the specifics of the process. They need to know the essentials and where to find the work instruction.
• Ease of Teaching. When new staff are introduced the work instruction acts as a guideline for the sect head when teaching the worker how to do a process. A book of work instruction will cover all the processes that need to be taught. There may even be a work instruction detailing the teaching process itself.
• Cover for Unexpected Absence. If for any reason someone is absent, then there should be work instructions to allow either their 2IC or their IC to do their job in their absence.
• Time Saving. Once the initial time has been spent writing the instruction, every time someone refers to the instruction is time saved for management.
• Which processes need work instructions? The simple answer is that all processes need work instructions but we must remember the ideas behind best practice. When you are spending more time/manpower improving a system than can be expected to be gained from the improvement ie the input cost exceeds the expected output savings, you have reached best practice. So bearing this in mind what needs to be documented:
  • Any process that is specific in some way to this unit.
  • Any process that you have not received formal (class III, II or I) trade training.
  • Any process that by its nature is difficult to remember.
  • All critical processes.
• To what depth does a work instruction need to go? A very difficult question that hopefully you already know the answer to from your experience of writing, using and auditing work instructions. I would suggest that the following points are requirements for level of depth:
  • Lack of formal trade training.
  • Lack of other documentation.
  • Complexity of process.
  • Frequency of process.
  • Importance of process.
• How should work instruction be formatted? This is not very important other than the fact that standardisation leads to ease of use. A suggested format is as follows:
  • Index of instructions.
  • List of relevant file/register locations.
  • List of responsibilities.
• The work instruction itself should include:
  • References to other instructions and documentation.
  • Text description of the process.
  • Flow chart of the process at Annex A.
  • Local documentation at Annex B onwards.
• How do you know if your work instruction satisfies the above? Audits will help, especially dynamic audits. However a rule of thumb would be, if a literate competent person either 1 level below or 1 level above, can use the work instruction to achieve the process, then the work instruction is correct. This literate person should have the training of your particular trade group but you can not count on experience from previous jobs.
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