by AishaC on Thu Feb 21, 2008 9:50 am
We did away with procedure manuals many years ago and went to flowcharts. Manuals are discoverable in litigation for one thing. It also seemd that everyone up the line wanted to revise this word or that word, change a phrase here, etc. Reviewing the procedures and words that go with them can be a time killer.
Also, an experienced agent sometimes by-passes procedures or adds steps or reviews as best fits a particular situation. Flow charts are more flexible in that respect and easier to revise as the organization changes.
Good luck!