What are the advantages of manualization? Explanation of successful cases and utilization methods

As the term “manual person” suggests, many people have a negative impression of manualization. However, manualization is one of the measures to promote the growth of the organization, and ultimately leads to the improvement of the value that can be provided to customers .

That said, even if you have a manual, if you can’t operate it properly, you won’t feel the results. In this article, we will explain the meaning and merits of creating a manual, as well as points for effectively using it.

Table of Contents

A manual is defined as “a manual, a handbook, a method of manually operating a machine (method)” (from [Books] Shinmeikai Japanese Dictionary (8th Edition)). The manual does not stop at simply explaining how to operate, but also serves as a “work guide” that indicates the purpose, meaning, and direction of work .

Manualization is useful for more efficient work as an organization by creating a mechanism to convey the work flow in an easy-to-understand manner and by compiling work procedures that have not been written down.

It is also used as one of the means for the entire organization to work toward the same goal . By making a series of flows related to business execution into a manual, it gives a common understanding and contributes to the growth of the entire organization.

What are the benefits of manualization? Here are seven representative items.

1. Elimination of personalization

Manualization leads to prevention and elimination of personalization. If there are tasks that depend on individual skills, there is a risk that the flow will be stagnant when the person in charge is absent, or that mistakes will be more likely to be hidden . In addition, if multiple employees understand the work flow, it is possible to identify hidden mistakes and fraud that are likely to occur due to individualization, and to avoid risks.

2. Stabilization and improvement of business quality

By proceeding with work according to the manual, stable results can be expected regardless of the different experiences and skills of each employee . The use of checklists can also be said to be an advantage in reducing mistakes and omissions. Unification of business knowledge leads to stable business quality, and as a result helps to gain the trust of customers .

3. Work efficiency and improvement

If you have a manual, you can avoid the time loss of asking around about things you don’t understand. If you work efficiently with an optimized flow, you will be able to concentrate on your core business, which will improve your work efficiency . There is also the advantage of being able to see the overall picture of the work, making it easier to identify areas for improvement.

4. Reduction of educational costs and unification of instruction levels

Manualization also helps reduce training costs. In addition to shortening instruction time, it is possible to provide instruction according to unified rules, so it is possible to make up for differences in the level of instructors, and it is easy to achieve a certain level of results in training . By ensuring the quality of instructors, a virtuous cycle of further cost reductions in personnel training will be created.

5. Accumulation of internal knowledge

Business know-how that has become individualized tends to belong to individuals. On the other hand, in the process of manualization, business flow is visualized and know-how is accumulated as in-house knowledge . As a result, you will be able to explore more reproducible flows.

6. Easy to conduct quantitative research

If the guidelines are clarified through manualization, it will be easier to set indicators and conduct quantitative research. Not only is it effective in measuring effectiveness, but fairness will also increase in personnel evaluations. This is an advantage that you should pay attention to when considering business improvement.

7. Strengthening organizational strength

From the above merits, it leads to strengthening the organizational power by improving the operational efficiency and productivity of the entire organization . Manuals help you understand the overall picture of your business, and deepen your understanding of the strategies and corporate policies that are the premise of your business.

As mentioned above, manualization has many advantages. On the other hand, there are also negative effects of manualization.

1. The value of the business may decrease

Work that anyone can do tends to be routine work without feeling special. In addition, since anyone can easily carry out their work by referring to the manual, it can lead to the perception that “just complete the flow presented in the manual”. There is a risk that the work will be carried out without a clear understanding of why it is necessary to do the work, and the value of the work may be lost .

2. Lost Opportunities to Improve Operations

If the purpose is to follow the rules described in the manual, it will be difficult to notice improvements in the work. Putting emphasis on manuals may discourage employees from coming up with new ideas and working to improve their operations . Furthermore, if improvement measures are not taken up even if they are proposed, it will lead to a decrease in employee motivation.

3. Manuals can be rather inefficient

If the manual itself is difficult to use, or if the manual is inconsistent, there is a possibility that the work efficiency will be lowered . In addition, if left as it is, employees will become dissatisfied with the inefficiency of operations, which will lead to a decrease in corporate loyalty. In the worst case, it may lead to unemployment.

In this way, manualization has its negative effects, but most of the problems can be solved depending on how you approach them. Consider countermeasures to avoid disadvantages and proceed with manualization.

Efforts must be made to produce results as much as possible while considering both the advantages and disadvantages of manualization. Here are four points to improve the results of manualization.

1. Set and publicize the purpose of the manual

A manual is not just an operation manual, it is related to the operation of the organization . By clarifying the purpose of why the work is being manualized and disseminating it throughout the organization, the understanding of manualization will be deepened. It is also important to include guidelines and policies in the manual. When creating a manual, it is also important to review questions such as “Are clear objectives established in the first place?” and “Are objectives clearly stated?”

2. Decide which department and person in charge will oversee and manage the manual

If manuals are created for each department or team, there is a possibility that the work flow of the entire organization will be inconsistent. It is necessary to have a department or person in charge to manage the whole thing, whether the manual is in line with the guidelines of the company . In addition, when creating and updating manuals, checks by the administrator are essential. Let’s develop a management system and work on creating a consistent manual.

3. Cycle the PDCA cycle and update it regularly

Manuals are valuable only if they are up-to-date. If old manuals are left unattended, it will not lead to business improvement. Let’s review the content regularly and establish a mechanism for improvement . Conduct qualitative research on your users and at the same time understand the situation by conducting quantitative evaluations based on metrics.

Also, even if you know the necessity of updating, it tends to be postponed if the work cost is high. From the beginning, it is a good idea to standardize the format of specifications that are easy to update . In addition, if there is a mechanism that can be notified all at once at the time of update, it will be possible to prevent communication mistakes and notification omissions.

4. Creating a system for obtaining feedback

Feedback from the field is essential for improving manuals. It is necessary to create an environment that makes it easy for the site to make proposals regarding issues that cannot be identified through ordinary surveys alone . Conduct regular surveys and interviews, and consider flexible responses when suggestions for improvement are presented.

Manualization has many advantages, but not all operations can be manualized. Manualization is possible mainly for tasks that are highly reproducible. Specifically, the following operations apply.

1. Operation of systems, tools and equipment

In general, manuals are often used for work that mainly involves operating systems, tools, and equipment. Although it plays a major role as an instruction manual, it is important to include business guidelines and policies. By clarifying the reason and purpose for using the system, etc., it leads to the efficiency of the entire business .

2. Inventory control, quality control

Manuals that focus on error prevention are used in inventory management and quality control operations . A checklist serves as a quick manual and is also used as a basis for management decisions.

3. Labor management, personnel management

Labor management and personnel management are also tasks that can be easily converted into manuals. Manuals including operating procedures are created because systems and tools are often used. Processing methods, procedures, judgment criteria, etc. are specified to improve work efficiency. In particular, indirect departments tend to be dependent on individual skills, but on the other hand, it is possible to create a manual because the standards have been decided to a certain extent, and it can be said that it is easy to produce results in manuals aimed at eliminating the dependency on individual skills. Sho .

4. Sales flow

By manualizing the sales flow, you can maintain a certain level of business quality . As a sales manual, you can visualize the flow of customer management, sales planning, order handling, delivery, sales promotion, etc. However, since manuals tend to be subdivided according to usage, it is necessary to present a consistent policy .

5. Customer support and complaint handling

Face-to-face work such as customer service and complaint handling tends to be manualized. It will also help reduce training costs and shorten the training period. However, it is important to specify the scope when creating a manual, as flexible responses are likely to be required and there are some parts that cannot be documented .

6. Crisis management

Manualization is extremely effective in the flow of crisis management that clarifies emergency response procedures, including disasters . By clarifying the management system and the person in charge, we will be prepared for any eventuality. Although it is rarely used, it can be said that it is very important.

Even with manualization, the expected results differ depending on the size of the company and the type of industry. Let’s look at an actual case study that produced results through manualization.

Accumulating know-how through bottom-up manuals (MUJI)

MUJI, which mainly deals in household goods, has strengthened its organizational strength and increased sales by creating the store operation manual “MUJIGRAM” and the head office operation manual “Operation Standards”. At the time of its founding, it started as an empirical organization, but as the business expanded, a consistent manual became necessary. With the aim of stabilizing the quality of the organization, we are thoroughly visualizing and standardizing our operations . The store operation manuals currently in use are 13 volumes, 2,000 pages in total, and the operation standards are 6,600 pages. Based on a bottom-up approach that emphasizes on-site opinions, it is updated four times a year and is constantly improving.

Reference: MUJI Revived with 2000 + 6600 Pages “Manual”｜DIAMONDon-line

Achieving early human resource development through manualization (Daisy)

Daisy, which has its headquarters in Saitama Prefecture and develops bread manufacturing and sales mainly in the Kanto region, uses manuals in its management operations. By introducing a sales manual, we have not only realized the early training of new employees, but also achieved results in the training of foreigners . It has become easier to acquire skills regardless of language differences, and we have succeeded in wiping out employees’ hesitation by clarifying rules.

Reference: Build a system that does not depend on personnel in charge of training, with the aim of early training of new graduates and overseas human resources. Learn skills smoothly and accurately. ｜TeachmeBiz

Manualization increases productivity and at the same time improves the quality of the organization. As a result, the value that can be provided to customers will increase, and it will also be returned to the company’s profits . However, even if there is a manual, it is meaningless if it is not used. It is necessary to clarify the purpose of creating a manual, make it known within the organization, and incorporate it efficiently. It is important to create a mechanism that leads to results while periodically reviewing and updating while rotating the PDCA cycle.