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Is it an employee handbook or what?


A client has asked me to put together some ideas for a handbook for staff which will be used at induction and later in their career which will cover all sorts of performance standards. e.g. a ringing phone must be answered within 3 rings; a letter must be answered within 2 working days etc.

If I call it an "employee handbook" then it will get confused with their existing document which covers all the legal stuff about holiday entitlements etc. I also need some ideas about contents. The company is quite new and just begining to establish such standards. They want me to come up with ideas and prompts for them.

Can anyone help either with ideas or where to start researching?

Many thanks

Mary Ann Reynolds
Mary-Ann Reynolds

5 Responses

  1. Standards
    Mary Ann

    It seems to me that the company is seeking to establish service level agreements so this is what you should be looking at and seeking advice from everyone in the company as to what standards they expect in each department.

    Kind regards
    Sandra Beale

  2. Two Books required
    Mary Ann,

    I agree with Sandra, that there is a clear need in this example to perform against SLAs and be regularly measured against them. To that end, there is no clear link between this and the “normal” staff handbook approach.
    I would suggest producing a performance contract type booklet with clear business objectives in it alongside the regular handbook of information about the company.



  3. Working Practices
    I agree with all of this, but relating working practices to the “Skill Profile” that relates to each particular job description is probably the best way to implement & review. This because all common company rules such as attendance are easy but, specefics for performance of task behaveour are not.

    hope this assists


  4. booklet
    We have a similar booklet which sets out working standards etc, and goes out with the contracts alongside the staff handbook (which is the more legal side). It is simly called ‘Customer service and working standards’…
    Does what it says on the tin!!


  5. Department Standards

    At a previous company I worked for we had to create something similar that included standards whilst the delegates were in training plus the standards and targets that were required when the advisors joined their department.

    You will no doubt find that each department will have slightly different requirements therefore we decided to create a delegates workbook for Day 1 of the induction (one for sales, one for customer service, one for accounts) which had the specific standards for each department in them. Failing that a separate handout with the specific standard laid out.

    If I can be any further help Mary-Ann, please feel free to drop me an email at and I will see what I can do to help.



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