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How to Create a Business Operations Manual for your Business
Written by: Rachna Tschand
April 15th, 2010
Parwan Electronics Corporation
1230 Highway 34
Aberdeen, NJ 07747
USA
www.voicesaver.com
Phone: +17322901900
Fax: +17325668771
How to write a Business Operations Manual Page 1
Every business, irrespective of its size, needs to have a set of standards, procedures, practices
and policies for the smooth running of the organization. Referred to as an Operations Manual,
it helps a business run smoothly, especially when you can’t be there. Every Operations Manual
is different and you need to map out one that suits your specific business.
When I started writing the operations manual for Parwan Electronics Corporations, it seemed a
little overwhelming at first and the task seemed daunting, but once I got started, I actually
enjoyed doing it and learned a lot about the company!
The primary purpose of this operations manual is to serve as a guide and reference for the staff
of an organization, in our case Parwan Electronics Corporation (PEC). It includes information
about the company, the products and services it offers, marketing and sales, the people
involved and the capital and financial operations.
It's important to have a written system in place on every detail about the company. There’s no
exact formula to follow but a set of guidelines that I have offered. Every operations manual is
different and you’ll have to create one that essentially maps out exactly how things get done in
your specific business.
I have broken down an operations manual into the following categories, but I encourage you to
adjust them based on your organization. Think of everything you do on a daily basis and put
them in one of the following categories:
Organization ‐ Start out with details about your company’s mission statement, milestones, any
goals and values you may have. Include all office locations, directions and contact information.
Technology – List in detail all the products and services your company offers. Outline all the
equipment, computers, software that is used in your business. Discuss operations and
technology that you may use to keep your business up and running. Specify who handles
various pieces of equipment, how they are maintained and how others get trained to use them.
Marketing and Sales ‐ Keep track of basic information, such as where your business cards,
brochures, direct mail pieces and other promotional materials are printed, and how often.
Describe how leads are generated, how they are followed up, how your company handles
customer service, and anything else that has to do with generating new and repeat business.
Shipping and Handling ‐ Include all shipping and handling information, like which carrier is
used, what shipping methods are preferred etc.
How to write a Business Operations Manual Page 2
Organizational Structure and Job Description ‐ Discuss how various pieces of technology
operate, what they do, how they are maintained, who needs to use them and how employees
are trained to handle them. Include an organizational chart with detailed job descriptions.
Write down all your staff positions and record all related details about when (and how) each
employee began or ended employment. Include a copy of your employee handbook, which
covers everything from how employees should dress to how they earn bonuses and vacations.
Procedures – Write down everything that’s involved in the daily operations. Specify all the
how‐to procedures from the beginning to the end of the day, with details on who opens the
business for the day and how it’s done. Provide specific details: park in the assigned spot, who
unlocks the doors, disarm the security systems, turn on all lights, set the temperatures etc.
Write down the message that plays on the phone machines before and after hours, how the
phone needs to be answered, how the customers should be greeted, where the phones need to
be transferred and other related matters. Include business related policies, such as accepted
methods of payment, refund policies etc.
Capital and Financial Operations – Provide information about the company’s financial position
with details on ownership, financing operations, loans and related matters. Include your
company’s financial statements and budgets. Cover numerous details related to all financial
operations such as fees and pricing of products and services, how profits are distributed, payroll
details, leases, loans and mortgages if applicable.
Useful Contact Information – List all important contacts such as clients, vendors, suppliers,
insurance companies, attorneys along with their account numbers, phone numbers, e‐mail
addresses and other ways to reach them.
An Operations Manual is never complete and constantly needs to be updated. Once you get
started and have a format in place, it will be easy to update.
Below is a format that can be used as a reference to write an Operations Manual. Remember to
customize it based on your specific business:
How to write a Business Operations Manual Page 3
Table of Contents
1. Purpose of an Operations Manual
2. About Company
2.1 Mission Statement
2.2 Milestones
2.3 Goals and Values
2.4 Office Locations and Directions
2.5 Installations
3. Technology
3.1 Products
3.2 Services
4. Marketing and Sales
4.1 Internet
4.2 Reseller and Commission Agents
4.3 Business Cards
4.4 Brochures
4.5 Promotions
5. Shipping and Handling
5.1 UPS
5.2 Federal Express
5.3 DHL
5.4 U.S. Post office
6. Organizational Structure and Job Descriptions
7. Procedures
How to write a Business Operations Manual Page 4
8. Capital and Financial Operations
8.1 Financial Operations
8.2 Accounting and Bookkeeping
8.3 Bank Accounts
8.4 Purchase Orders
8.5 Pension Accounting
8.6 Payroll Processing
9. Taxes
9.1 Sales Tax Monthly and Quarterly Processing
9.2 Property Tax
9.3 Annual Federal and Sales Tax Filing
10. Utility Company Names and Account Numbers
10.1 Telephone Company Accounts
10.2 Electric Company Accounts
10.3 Natural Gas Company Accounts
10.4 Security Company Account
10.5 Water Company
10.6 Sewer Service
10.7 Cleaning Service
10.8 Snow Removal and lawn Service
10.9 Lawn Chemical Treatment Service
10.10 Waste and Garbage Pickup Service
11. Other Important Contact Information
11.1 Business Insurance
How to write a Business Operations Manual Page 5
11.2 Health Insurance
11.3 CPA Accountant
11.4 Pension Accountant
11.5 Attorney
12. Legal and Corporate Records
12.1 Financial Statements
12.2 Budgets
How to write a Business Operations Manual Page 6