home » services » consulting

Supporting you, your staff and customers

Consulting Companies and departments come to us with requirements for documents and manuals to support management systems, end users, system administrators and other functions.

All our consulting deliverables include:

Hard copy and/or electronic files (manuals, handbooks, guides)
Knowledge transfer and assistance with implementation (change management and testing, as required)

Technical Manuals

Deliverables	User guides, technical references, administration manuals (ISO 18019)
Scope	System review, meetings, user needs analysis, document definition. Authoring, editing/rewriting, checking/testing.

Policies and procedures

Deliverables	Standards: ISO 9001:2008; ISO 27000; ISO 20000; OHSAS 18001; ISO 14000 Functional areas: IT, QHSE, QMS, Training, Administration, Purchasing, Finance and Accounts, HR
Scope	Research, process and gap analysis; meetings with functional disciplines. Preparation of policies and procedures to meet standards (including flowcharts and illustrations, where necessary)

Handbooks, reports and submissions

Deliverables	Hard copy publications E-books
Scope	Creative design for covers; illustrations and creative concept for layout. Content preparation and delivery

Process analysis and documentation

Deliverables	Tasks and processes documented in flowcharts and other formats
Scope	Process analysis. Meetings with end users and subject matter experts. Gap analysis and recommendations

Knowledge transfer and implementation

Deliverables	Workshops, coaching and guidelines for user adoption and implementation
Scope	Change management. Meetings with users and managers. Training sessions (groups). Coaching of individuals.

Examples of projects in this area

Click here to request for our company profile and client list.

Technical Manual

Need	A multinational energy company needed a technical reference manual for an application created in-house. The need had been there for some time, but the company did not have the resources to meet it.
Solution	We studied the application and developed a manual, organised around the application interface. The contents extended to data sources and system code.
Benefits	A comprehensive guide for developers. Easy to search, read and navigate. Produced quickly, with minimal client involvement.

IT Policies and Procedures

Need	The IT division in a government department was planning to go for ISO 20000 at some point in the future; this unit had no established management system. The organisation’s internal auditors were asking for detailed procedures and process descriptions.
Solution	We developed policies and procedures covering all ISO functions, with clear accountabilities, processes and monitoring/control responsibilities. Process owners contributed throughout, so the deliverables were realistic and easy to implement, while conforming to international best practice. KPIs were kept simple and achievable.
Benefits	Division staff have sense of ownership. KPIs simple and achievable. Procedures are task-focused and easy to implement. Clear audit trail and accountabilities easy to enforce

IT Service Handbook

Need	IT department staff were having difficulty meeting end user needs; end users were complaining; there was confusion about what services were available, how to apply for them, and the time required to deliver them. End users did not understand SLA terms clearly.
Solution	Electronic and hard copy handbooks explaining the services provided by our clients’ IT departments, to guide end users in getting help, ordering equipment and working with the IT service management function. We developed service catalogues, delivery terms and response priorities, hardware and software services compiled into easy-to-read, searchable handbooks, organised around end users’ questions and requirements
Benefits	Better communication about IT services available to end users. Reduced time in requesting services. Significantly more Helpdesk traffic. Better understanding of the IT function. No conflict and uncertainty over service delivery and end user entitlements.

Competency Framework and Succession Planning System (HR)

Need	A young company needed a competency framework as a basis for staff appraisals, recruitment, promotion and training. The company’s internal auditors were asking for a succession planning method as part of a business continuity drive.
Solution	We worked with the HR manager to develop four types of competencies, covering leadership, customer focus, technical skills and administrative competencies. We compiled them into a manual, and supported this with a handbook illustrated with cartoons, for communication to staff. The succession planning system was based on position criticality (scope, decision types, etc.), and provided for matching population and position profiles.
Benefits	Company has a simple competency framework, easy to use when appraising and recruiting employees. Competency framework handbook can be used for orientation. Auditors’ expectations met. System is easy to adapt and migrate into the company’s HRMS.