ISO-9000 Marketing Procedures

This template is designed to help you easily build standard operating procedures which adhere to ISO-9001:2015 Quality Manual

Add this template to your organization in Process Street and you can export it as a PDF once you have completed it.

You can find the structure version of this template without the example copy here:

• ISO-9000 Structure Template

Throughout each section, you will find example policies and procedures for the fictional digital marketing agency Brightstar Marketing. You can select "Edit template" to change the text within each section. 

You are able to add new text, images, and subchecklists into this template by using the widgets on the right-hand side of the editing screen.

This quality mini-manual containing policies and procedures can be utilized by organizations of any size. This mini-manual is designed to work for companies which need to be adherent to ISO and for those which don't.

The ISO-9001:2015 requirements can vary between industries. If you need to view the specific standards and differences between industries, check this page of the ISO website.

More detailed information on how to work with ISO-9001:2015 can be found here.

Once you’ve started work on your own mini-manual, you can delete this section.

Brightstar Marketing has developed and implemented this QMS (Quality Management System) manual in order to document the company’s standard operating procedures, improve management in the company in a general capacity, and to uphold and exceed the requirements and expectations of its customers and other interested parties.

This manual meets the requirements of the ISO 9001:2015 standard. It was designed to outline the fundamental principles of structure, development, production, deployment, and updating of the company’s services and products. 

The QMS process results in more efficient and effective performance, achieved more consistently and predictably because the company's workflows and processes are understood and managed as interrelated systems.

Part of this process includes management of the QMS and all related processes by way of planning, testing, reviewing, and updating  “Plan-Do-Study-Act” (PDSA) methodology and a focus on “Risk-Based-Thinking” leading to the prevention of undesirable outcomes.

The manual outlines the QMS, including the relations and responsibilities of interested parties on the system. It also serves as a comprehensive guide to all standard operating procedures and processes within the scope of the QMS, in accordance with the ISO 9001:2015 standard.

Internally, this manual will guide Brightstar Marketing’s employees through  ISO quality requirements and standards that must be adhered to and upheld in order to ensure sustained and continuously improving customer satisfaction.

Externally, the manual is used to introduce interested parties (including customers and external organizations) to our QMS system. It is also for them to use as a reference point to understand and familiarize themselves with the standards that have already been implemented and to assure that QMS standards are maintained with a focus on customer satisfaction and continuous improvement.

The QMS manual is approved by an executive management representative.

Brightstar Marketing PPC Quality Manual

Revision: 03

Date of issue: 19/1/19

Issued by: Oliver Peterson

Doc Number: 4

Conforms to ISO-9001:2015

Revision and Approval

Revision 01 - 01/02/2019 - outlined initial scope - approved by Oliver Peterson
Revision 02 - 01/06/2019 - added procedures - approved by Oliver Peterson
Revision 03 - 01/15/2019 - added overview flow diagram - approved by Oliver Peterson

Welcome

Implementation of a QMS within an organization is considered a strategic decision; a robust, meticulously designed QMS can help to improve general performance and is the groundwork for sustainable development initiatives.

This document is intended as a kind of quality reference-manual (or mini-manual) for use at Brightstar Marketing. 

It is essentially a high-level overview of all standard operating procedures in use at Brightstar, and serves as your reference point for understanding, deploying, and updating workflow processes throughout the organization.

Quality Policy

How we define quality

Here at Brightstar, we are dedicated to delivering, maintaining, and exceeding the highest quality standards to our existing and growing customer base in a timely and consistent manner.

How we achieve quality (how it’s implemented)

Part of this process includes management of the QMS and all related processes by way of planning, testing, reviewing, and updating in a “Plan-Do-Study-Act” (PDSA) methodology, with focus on “Risk-Based-Thinking” leading to the prevention of undesirable outcomes.

Our quality standards are designed to bring control and consistency into all of the procedures we use. Part of this control is in how we document our procedures to ensure consistency.
The documented information will comprise the following:

• Operations Mini-manual: A high-level overview describing the policies and procedures in place to meet the standard.
• Procedures: As part of the mini-manual, these actionable procedures as process templates within the Process Street platform constitute a unified system which contains complete Work Instructions for how to perform a process, and Forms to provide additional information and evidence to support the system.

Breakdown of quality assurance tools

When a new procedure is needed there are two approaches Bright Star Marketing takes depending on the requirements for the process to meet the strategic goals of the business. The first version could be created with an emphasis on rapid deployment at the level of minimum viable process, or it could be carefully planned in advance using the DFSS framework. Most of our activities benefit from an agile approach to process creation and we explain how our QMS holds that to high standards in the section below. DFSS is deployed in accordance with the Quality Assurance Manager.

The procedure is subsequently tested and improved upon, until those final procedures deemed worthy to become a standard within the company are subject to Failure Modes and Effects Analysis (FMEA) (PR. 21) to ensure company quality standards are met.

Much of these quality assurance policies are addressed by existing practices, though they may or may not be clearly documented. Other requirements of the standard may not be addressed at all, and will need to be implemented and documented adequately.

We utilize the Process Street software for storing, managing, improving, and following our processes and procedures. New processes are constructed collaboratively by the teams which use them, and are optimized using PR. 22. When these processes have been approved to become company procedures, we employ PR. 21 to complete the formalization process. We utilize DMAIC to improve already formalized procedures.

• We trust our team members to understand their roles and responsibilities. When new tasks arise, team members are expected to record their activity in order to create an initial process. That process will then be informally assessed by the team. If the scope and purpose is deemed appropriate, the team nominates a member to run PR. 22. PR. 22 will continue to be run by the nominated member until it is felt the process is ready to be submitted to the QAM for approval.
• Recurring processes will be submitted for review to become company approved procedures. The most critical processes will be improved and informally assessed by the QAM. The QAM then runs the FMEA process to ensure they’re up to our standard, and risks have been assessed, and they are ready to be implemented throughout our organization.
• For business-critical procedures, we employ the DMAIC technique, based on the Six Sigma system of process improvement. This procedure is overseen by the Quality Assurance Manager.

We satisfy all customer and ISO 9001:2015 requirements and continue to improve our processes to enhance customer satisfaction and loyalty.

Context of the Organization

In accordance with the first step of implementing ISO 9001 requirements, the purpose of this section is to thoughtfully align the business objectives of Brightstar Marketing with the QMS.

To fully understand the organization and its context, Brightstar Marketing determined the external and internal issues that are relevant and that affect its ability to achieve intended results.

Profit margins have exceeded milestones this previous quarter, and a survey of workplace happiness has yielded a worker satisfaction ratio of above 80%.

Brightstar is the longest-running marketing agency in the local area. Strong internal processes are reflected in the Net Promoter Score (NPS), and a high level of proprietary data gathered as a result of our consensual data gathering initiative over the past year positions us advantageously to potential upcoming GDPR regulation affecting EU data gathering.

However, unresolved compliance issues and a number of dated internal procedures pose potential risks in the face of upcoming GDPR regulation. It has also been noted that more of our clients are opting to insource for certain compliance-related needs. In response to this, recent SWOT analysis suggests budgeting for GDPR consultant and movement towards international compliance in order to position ourselves ahead of new internal teams.

Capacity for video marketing and a campaign targeting upcoming ISO standard revisions as well as promising keywords will allow us to stave competition and maintain a local market share advantage.

Strategies for Knowledge Graph ranking have also been proposed, due to certain keywords being demoted by Google’s preference for SERP Knowledge Graphs.

Complete SWOT breakdown can be found in the SWOT analysis section below.

Internal issues:

• New subscription plan just launched: Premium Gold
• New marketing campaign just launched
• New hire:  Director of Marketing
• Unresolved compliance issues
• Certain procedures yet to be updated
• Lack of capacity for video marketing

External issues:

• Competitor recently went live with product integrations
• Pound Sterling weakening post-Brexit
• Competitor targeting old keywords
• GPDR reduces EU data collection
• Increased prevalence of Google's Knowledge Graphs
• Client insourcing

Interested Parties

Interested parties may be customers, owners, suppliers, unions, bankers, etc. and to understand their needs and expectations, you must: 

• Identify the relevant interested parties
• Determine, monitor, and review their requirements that are Relevant to the QMS
• Consider their expectations and needs and the impact on the ability to consistently provide products and services that meet customer, statutory, and regulatory requirements

Leadership

• Johnny Locke (Quality Assurance Manager)
• Sarah Glass (General Manager)
• Des Hume (CTO, Head of SEO)
• Jaques Shepherd (Marketing Manager)
• Hugo Reyes (Content Manager)
• Bill Bragg (Staff Representative)
• Galen Drury (Director of Marketing)
• Tanya Gardner (Graphic Design Lead) 

List of interested parties:

• Joe Bogan, CEO at FloatTankTech (seed funding investor)
• Ellen Must, Founder & CTO at Tezla (seed funding investor)
• LemonTech (biggest customer)
• Process Street (used internally for workflow management and automation)
• Highstreet Accounting & Daughters (outsourced accounting, tax, and finance consulting)
• Hubspot (used internally for CRM, inbound marketing and sales)
• Grey Mesa Marketing (biggest local competitor)

SWOT analysis

Scope of the Quality Management System

• Planning & Management
• • Daily Standup Meeting Checklist (PR. 07)
  • Sprint Turnover Process (PR. 11)
  • Sprint Retrospective Process (PR. 12)
  • Sprint Planning (PR. 13)

• Branding & Style Guides
  • Brand Identity Design (PR. 14)

• Content Creation
  • Blog Pre-Publish Checklist (PR. 18)
  • Content Promotion Checklist (PR. 19)

• Graphic Design
  • Graphic Design Process (PR. 15)
  • Logo Design Process (PR. 17)

• Digital Marketing & SEO
  • PPC Audit Checklist (PR. 01)
  • PPC Daily Campaign Review Checklist (PR. 02)
  • PPC Weekly Campaign Review Checklist (PR. 03)
  • PPC Monthly Campaign Review Checklist (PR. 04)
  • Performance Marketing (PPC) Keyword Competition Analysis Checklist (PR. 05)
  • New Facebook Ads Creation Checklist (PR. 06)
  • SEO Checklist: The Keyword Research Process (PR. 08)
  • Google Analytics Audit (PR. 09)
  • Technical SEO Audit (PR. 10)
  • New Affiliate Onboarding (PR. 20)

• Process Optimization
  • Intro to FMEA Template: Failure Mode and Effects Analysis (PR. 21)
  • Process for Improving a Process (PR. 22)

• Accounting & Finances
  • Creating an Invoice (PR. 16)
  • Accounting Onboarding Procedures (PR. 23)
  • Expense Management Process (PR. 24)
  • Accounts Receivable Process (PR. 25)
  • Accounts Payable Process (PR. 26)
  • Income (Profit and Loss) Statement Process (PR. 27)
  • Cash Flow Report (PR. 28)
  • Balance Sheet Statement Preparation Checklist (PR. 29)
  • Business Tax Preparation Checklist (PR. 30)
  • Annual Financial Report Template (PR. 31)

Locations

Brightstar Miami: 355 Lincoln Road, 33189, FL, USA
Brightstar London: 43 Rivington Street, London, Greater London, EC4B 2BU, UK

Exclusion

Factors outside of QMS scope

• Additional accounting services outsourced to Highstreet Accounting & Daughters
• CRM, inbound marketing and sales managed with Hubspot

Procedure exclusion

New processes are often constructed collaboratively, in-line with the spirit of our QMS and policy assurances. When these processes become regular, recurring events, we perform a Failure Mode and Effects Analysis (FMEA) and formalize them into set procedures which can then be added to the database of documented procedures in our QMS mini-manual.

This approach allows us to deploy processes rapidly and engenders a standard of fault-tolerance in the process of designing new processes. It also ensures that all of our SOPs that are ultimately formalized are guaranteed to be working, actionable processes.

Process Management Methodology

For business process management we utilize Process Street as a workflow management powerhouse.

From here, we build, manage, deploy, update, collaborate, and automate processes in the form of checklists and templates.

Process Street's Template Overview feature allows a high-level overview of work done, combined with the Inbox for streamlined task and checklist assignment.

Top Level Processes

• PR. 01: PPC Audit Checklist
• PR. 02: PPC Daily Campaign Review Checklist
• PR. 03: PPC Weekly Campaign Review Checklist
• PR. 04: PPC Monthly Campaign Review Checklist
• PR. 05: Performance Marketing (PPC) Keyword Competition Analysis Checklist
• PR. 06: New Facebook Ads Creation Checklist
• PR. 07: Daily Standup Meeting Checklist
• PR. 08: SEO Checklist: The Keyword Research Process
• PR. 09: Google Analytics Audit
• PR. 10: Technical SEO Audit
• PR. 11: Sprint Turnover Process
• PR. 12: Sprint Retrospective Process
• PR. 13: Sprint Planning
• PR. 14: Brand Identity Design
• PR. 15: Graphic Design Process
• PR. 16: Creating an Invoice
• PR. 17: Logo Design Process
• PR. 18: Blog Pre-Publish Checklist
• PR. 19: Content Promotion Checklist
• PR. 20 New Affiliate Onboarding
• PR. 21: Intro to FMEA Template: Failure Mode and Effects Analysis
• PR. 22: Process for Improving a Process
• PR. 23: Accounting Onboarding Procedures
• PR. 24: Expense Management Process
• PR. 25: Accounts Receivable Process
• PR. 26: Accounts Payable Process
• PR. 27: Income (Profit and Loss) Statement Process
• PR. 28: Cash Flow Report
• PR. 29: Balance Sheet Statement Preparation Checklist
• PR. 30: Business Tax Preparation Checklist
• PR. 31: Annual Financial Report Template

Complete Company Procedures

Summary

This procedure defines the requirements for a new PPC account audit.

The Director of Marketing is responsible for the implementation and management of this procedure

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. Goals:
3. Input basic information
4. Determine account goals
5. Choose data sources
6. Select the time frame
7. Tracking:
8. Verify AdWords tracking code is added to your site
9. Ensure conversion actions have been defined appropriately
10. Campaign Settings:
11. Verify the ‘Delivery Method’ selected
12. Verify the ‘Ad Rotation’ option selected
13. Verify your Ad Schedule settings
14. Check if ‘All Features’ has been selected for your campaign
15. Verify if you want to opt for ‘Search partners’ from Search Network
16. Check the number of ad variations per ad group
17. Determine if dynamic keyword insertion (DKI) should be used
18. Budget & Bidding:
19. Check that budget is sufficient
20. Validate your bidding strategy
21. Verify bid adjustments
22. Targeting:
23. Check location targeting
24. Set proper device performance and targeting
25. Ensure proper demographic specifications, if any
26. Check the display ad placements for inappropriate websites
27. Ads:
28. Verify ad guidelines are followed
29. U keyword in ad copy
30. Ensure the landing page is appropriate
31. Check for any offer or time-bound messaging
32. Check your ads for grammatical or spelling mistakes
33. Make sure ad has clear call-to-action
34. Review A/B tests
35. Verify display campaigns are using both image and text ads
36. Keywords:
37. Check your search terms for negative keywords
38. Check keyword match types
39. Ensure there are no keyword conflicts
40. Identify new search query opportunities
41. Verify proper search query triggered keyword results
42. Check the number of keywords per ad group
43. Remove keywords with zero impressions
44. Quality Score:
45. Check your keyword's quality score performance
46. Eliminate keywords with poor quality score
47. Ad Extension:
48. Ensure GMB is linked to your Ads account to enable location extensions (if applicable)
49. Check for campaigns with missing ad extensions
50. Remove any non-performing automated extensions
51. Check the status of ad extension (approved or disapproved)
52. Ensure sitelinks have relevant descriptions
53. Make sure your call extension is scheduled during operational hours
54. Check if ‘call reporting’ is enabled to track conversions from your call extensions
55. Remarketing Campaigns:
56. Validate remarketing code has been added correctly
57. Validate remarketing lists are properly collecting visitors
58. Verify the remarketing lists created
59. Metric Review:
60. Review primary KPI's
61. Validate budget utilization
62. Report/Action Items:
63. Prioritize action items
64. Create a report (if needed)
65. Print or email report

Summary

This procedure defines the requirements for running a daily PPC campaign review.

The Director of Marketing is responsible for the implementation and management of this procedure.

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. Campaign Overview:
3. Input campaign date
4. KPI Review:
5. Review key metrics for changes
6. Keyword Review:
7. Identify any major pattern change
8. Budget Alignment:
9. Make sure all budget is used
10. Report/Action Items:
11. List action Items

Summary

This procedure defines the requirements for running a weekly PPC campaign review.

The Director of Marketing is responsible for the implementation and management of this procedure

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. Input campaign data
3. Review key metrics
4. Check display network placements
5. Make sure budget is being utilized
6. Check & optimize bids
7. Analyze keyword performance
8. Review negative keyword
9. Report/Action Items:
10. Summarize findings
11. Create a report
12. Print or email report

Summary

This procedure defines the requirements for running a monthly PPC campaign review.

The Director of Marketing is responsible for the implementation and management of this procedure

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. Input campaign data
3. Review key performance indicators
4. Make sure campaign settings are accurate
5. Check sitelinks
6. Review landing page
7. Analyze keywords
8. Check remarketing campaigns
9. Analyze campaign performance
10. Review quality score
11. Check & optimize budgets
12. Report/Action Items:
13. Summarize findings
14. Create a report (if needed)
15. Send report

Summary

This procedure defines the requirements for analysis of competition before launching any keyword-focused paid ads.

The Director of Marketing is responsible for the implementation and management of this procedure

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. Record your efforts
3. Check page-level authority
4. Review referring domains
5. Review domain authority and brand presence
6. Assess link profile
7. Evaluate on-page SEO
8. Identify easy target results
9. Inspect content quality
10. Create and print action items

Summary

This procedure defines the requirements for creating a new Facebook Ads campaign.

The Director of Marketing is responsible for the implementation and management of this procedure.

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. Record setup
3. Facebook Setup:
4. Validate if there is a Facebook page
5. Create Facebook page
6. Check if a Business Manager account is created
7. Create Business Manager account
8. Make sure Facebook ad account is create
9. Setup ad account
10. Input payment method
11. Facebook Pixel & Configuration:
12. Make sure Facebook pixel is setup
13. Install Facebook pixel
14. Test and ensure pixel is installed properly
15. Audience Creation:
16. Uploaded customer/subscriber list
17. Create your website custom audience and/or engagement custom audience
18. Create Lookalike Audience based on the above lists/audiences
19. Dynamic Product Ads:
20. Create your product catalog(s)
21. Connect your pixel to product catalogs
22. Ensure events show up in Ads Manager
23. Ad Copy:
24. Write ad copy tailored to your audience
25. Ensure ad copy is compliant with Facebook's rules
26. Review ad text amount
27. Campaign Creatives:
28. Create ad creative assets
29. Check size of creative assets (images, banners, videos, etc…)
30. Budget Checklist:
31. Review current budget
32. Output:
33. Send completion email

Summary

This procedure outlines the daily standup meeting for the team’s progress on the current sprint.

The General Manager is responsible for the implementation and management of this procedure.

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. Attendance
3. Updates
4. Does anyone want to kick anything out?
5. Make sure everyone has scheduled their weekly call
6. Make sure all PRs are accounted for
7. Burndown chart
8. Staging review
9. Does anyone have any 5-8 pointers to discuss?

Summary

This procedure defines the requirements for refining and selecting the keywords that will help you maximize your SEO.

The Director of Marketing is responsible for the implementation and management of this procedure.

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. Brainstorming:
3. Gather initial keywords
4. Set up a spreadsheet template to store keywords
5. Research and filtering:
6. Search for related keywords
7. Filter by search volume and clicks
8. Filter by keyword difficulty
9. Gather highest ranking competitor keywords
10. Ask your customers why they use your product
11. Keyword optimization:
12. Gather five long tail keywords
13. Gather five LSI keywords
14. Determine keyword intent
15. Output:
16. Select the top five keywords for this project

Summary

This procedure defines the requirements for performing a Google Analytics audit.

The Director of Marketing is responsible for the implementation and management of this procedure.

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. Preparation:
3. Collect some data about the Google Analytics profile
4. Property configuration:
5. Check referral exclusion settings
6. Check AdWords integration
7. View configuration:
8. Check basic View Settings are configured correctly
9. Make sure Views are organized logically
10. Check default URL is set up correctly
11. Check Goals are configured correctly
12. Filters:
13. Make sure exclude filters are set up correctly
14. Tracking:
15. Troubleshoot basic tracking issues
16. Check tracking snippet formatting
17. Check for pages missing Google Analytics code
18. Check for different data in your shopping cart tool
19. Tag Manager:
20. Check Cross-Domain Tracking
21. Check Tag Manager is filtering out spam traffic
22. Check tag firing
23. Attribution:
24. Log attribution model
25. Finishing up:
26. Make sure Google Analytics email reports are set up
27. Forward completed audit report

Summary

This procedure defines the requirements for performing a technical SEO audit.

The Director of Marketing is responsible for the implementation and management of this procedure.

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. Pre-audit:
3. Make some basic preparations
4. Traffic analysis:
5. Check search volume
6. Check keywords
7. Check competitor traffic
8. Search Engine Results Page (SERP) presence:
9. Check page ranking
10. Check for SERP features
11. Check for negative SERP listings
12. Technical factors:
13. Check robots.txt
14. Check the domain has HTTPS security encryption
15. Set up HTTPS security encryption
16. Check canonical legitimacy
17. Screaming Frog:
18. Crawl the entire website
19. Check link health
20. Verify internal links
21. Content:
22. Check landing page formatting
23. Check site navigation
24. Authority:
25. Check Ahrefs Rank
26. Check backlinks
27. Compare against competitors
28. Social media:
29. Evaluate your brand’s social media presence
30. Final report:
31. Export the audit report

Summary

This procedure defines the requirements for reviewing, estimating, and assigning issues to the next sprint.

The General Manager is responsible for the implementation and management of this procedure.

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. Click the "Complete sprint" button in JIRA
3. Review the "Issues for Next Sprint" JIRA search
4. Review the "Recently created unresolved bugs" JIRA search
5. Estimate all issues for new sprint in the Agile Poker tool
6. Divide sprint issues up
7. Move all unassigned issues into the next sprint
8. Start the new sprint

Summary

This procedure defines the requirements for reviewing the latest sprint and discussing what could be improved.

The General Manager is responsible for the implementation and management of this procedure.

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. Select participants
3. Review tasks from last retrospective
4. What went well / wrong during the sprint cycle?
5. Review velocity chart
6. Create issues in JIRA labeled "Retrospective"

Summary

This procedure defines the requirements for planning a development sprint.

The General Manager is responsible for the implementation and management of this procedure.

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. Preparation:
3. Record the sprint's details
4. Check that your user stories have been groomed
5. Ordering the Backlog:
6. Discuss important context
7. Create a new sprint
8. Affirm task priority
9. Assign tasks to a new sprint
10. Discuss the potential for future sprints (optional)
11. Assigning the Backlog:
12. Discuss the issues with your team
13. Assign each task to a developer

Summary

This procedure defines the requirements for planning a development sprint.

The General Manager is responsible for the implementation and management of this procedure.

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. Preparation:
3. Record the sprint's details
4. Check that your user stories have been groomed
5. Ordering the Backlog:
6. Discuss important context
7. Create a new sprint
8. Affirm task priority
9. Assign tasks to a new sprint
10. Discuss the potential for future sprints (optional)
11. Assigning the Backlog:
12. Discuss the issues with your team
13. Assign each task to a developer

Summary

This procedure defines the requirements for start a new project with a client to provide images or designs.

The Graphic Design Lead is responsible for the implementation and management of this procedure

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction to Graphic Design Process:
2. Record client details
3. Hold a briefing meeting with the client
4. Research your client's ecosystem
5. Mindmap the concept
6. Create initial mockups
7. Create your first draft designs
8. Refine your work from feedback
9. Pass the final work to the client
10. Generate invoice

Summary

This procedure defines the requirements for generating an invoice in minutes with simple automation.

The accountant is responsible for the implementation and management of this procedure.

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Information:
2. Enter invoice info
3. Enter client info
4. Enter your info
5. Invoice:
6. Generate the invoice
7. Receive money
8. Contact the client to pursue payment
9. Receive late payment

Summary

This procedure defines the requirements for co-ordinating the logo design process between a designer and client, making sure deliverables and feedback are stored in one place.

The Graphic Design Lead is responsible for the implementation and management of this procedure.

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction to the Logo Design Process:
2. Record client details
3. Hold a briefing meeting
4. Design: Prepare research to inspire the logo creation
5. Client: Review the research report and provide your feedback
6. Design: Conceptualize different logo options
7. Client: Review the initial logo ideas
8. Design: Draft your final concept proposals
9. Client: Review the final concepts
10. Design: Finalize the concept and deliver the materials
11. Client: Review the final logo and give approval
12. Design: Generate invoice

Summary

This procedure defines the requirements for running a blog post through all necessary pre-publish checks.

The Content Manager is responsible for the implementation and management of this procedure.

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. Record post links:
3. Record post link
4. Pre-Publish:
5. Run spell check
6. Proofread post
7. Write 5 headlines
8. Include sub-headings
9. Check your links
10. Standardize your lists (and bullets)
11. Check image size and ratio
12. Check your video embeds
13. Check all quotes
14. Check for any strange formatting
15. Have post approved
16. Check publish date
17. Update headline to best performing (post A/B test)

Summary

This procedure defines the requirements for promoting a new piece of content.

The Content Manager is responsible for the implementation and management of this procedure.

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. Set up blog
3. Prepare your Post
4. Share on Social Media
5. Email your Subscribers
6. Outreach:
7. Submit to Social Bookmarking Sites & Directories
8. Syndication:
9. Use JustReTweet
10. Post on Related Forums and Groups
11. Comment on related Blog Posts
12. Post on Q&A Sites
13. Scoop.it
14. Reverse Engineer your Competition
15. Pay for Promotion
16. Deep-Link to the Content from Older Posts
17. Submit to Link Roundups
18. Repurpose Your Content

Summary

This procedure defines the requirements for onboarding new affiliate partners.

The Director of Marketing is responsible for the implementation and management of this procedure.

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. Review:
3. Gather applicant's information
4. Review applicant's profile
5. Conduct an interview with the applicant
6. Approval:
7. Decide whether or not to approve the applicant
8. Let the new affiliate partner know they were successful
9. Let the applicant know they were unsuccessful
10. Add new affiliate to your affiliate management tool
11. Paperwork:
12. Come to agreement on partnership terms
13. Send off and received back a signed copy of the document
14. Guidelines and resources:
15. Give instructions on how to identify as an affiliate
16. Provide them with everything they need to perform their role
17. Communicate logo and image usage guidelines
18. Announcements:
19. Promote new affiliate partnership

Summary

This procedure defines the requirements for conducting an FMEA.

The Quality Assurance Manager is responsible for the implementation and management of this procedure.

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. Record the stakeholders involved in the analysis
3. Define the scope of your investigation
4. Determine all the functions within the process
5. Identify all the possible failures for each function
6. Identify all the consequences for each failure mode
7. Determine the severity rating for each effect
8. Establish the root causes for each failure mode
9. Calculate the occurrence rating for each cause
10. Determine the existing process controls for each cause
11. Calculate the detection rating for each control
12. Calculate the Risk Priority Number (RPN) for each failure mode
13. Calculate the criticality for each failure mode
14. Identify corrective actions and responsibilities
15. Estimate projected RPNs and criticality for proposed solutions
16. Establish a tracking process to monitor solution performances
17. Upload your finished FMEA grid

Summary

This procedure defines the requirements for ongoing framework for testing, updating, and continually improving an existing process.

The Quality Assurance Manager is responsible for the implementation and management of this procedure.

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. Preparation:
3. Collect basic information
4. Identifying the process:
5. Note which process needs improving
6. Identify the elements of the process
7. Assessing the process:
8. Determine whether current process is most optimal
9. Assess the strengths and weaknesses of the process
10. Determine non-essential tasks
11. Determine which tasks can be automated
12. Updating the process:
13. Remove non-essential steps
14. Automate where possible
15. Testing the process:
16. Make sure the process still works
17. Determine optimal solution

Summary

This procedure defines the requirements for training new accountancy staff and integrating them into your team.

The Accountant is responsible for the implementation and management of this procedure.

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. Before the first day:
3. Record employee details
4. Request a letter of employment
5. Invite your new hire to a preliminary meeting
6. Collect their personal information
7. Prepare an employee agreement with them
8. Double sign all documents
9. Send all documents to HR
10. Set them up with their accounts
11. Create their bio for the company website
12. Take a professional photo
13. Remind them which day they officially start
14. First day:
15. Show them their workspace
16. Explain to them their training plan
17. Hold an informal team welcome meeting
18. Begin training them on your accounting software
19. Finish the day with a casual chat
20. First week:
21. Have your new hire shadow team members
22. Create mock scenario for accounting software
23. Question them on details of the auditing methodology
24. Let them pick their mentor
25. After the first week:
26. Ask them to mock audit a department's records
27. Ensure employee is working closely with their mentor
28. Assign them to a project with an experienced lead
29. The end of the first month:
30. Arrange a meeting to discuss their experience

Summary

This procedure defines the requirements for processing employee expense claims.

The Accountant is responsible for the implementation and management of this procedure.

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. Claimant:
3. Record details of the expense
4. Manager:
5. Approve or reject the expense claim
6. State reason for rejection
7. Accountant:
8. Notify the employee of expense approval
9. Notify the employee of expense rejection
10. Add to department expense account
11. Human Resources:
12. Send to HR manager to reimburse on next pay check
13. Remind HR to process the expense

Summary

This procedure defines the requirements for requesting and recording payments made to your company.

The Accountant is responsible for the implementation and management of this procedure.

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. The buyer:
3. Record buyer details
4. Establish your credit practices:
5. Send the buyer a credit application
6. Run a credit check on the purchasing company
7. Send the buyer your terms of sale
8. Invoicing:
9. Check customer payment terms
10. Generate and send invoice in your accounting software
11. Tracking:
12. Record your activity digitally
13. Make a second physical copy
14. Establish monthly contact with your client
15. Accounting for accounts receivable:
16. Record for sales on credit of services
17. Record for sales on credit of goods

Summary

This procedure defines the requirements for handling outgoing payments in an efficient and compliant manner.

The Accountant is responsible for the implementation and management of this procedure.

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. Purchase order:
3. Enter purchase order details
4. Send to the vendor accounting department
5. Send to the receiving department
6. Send to the senior accountant in your department
7. File a copy for internal records
8. Receiving report:
9. Create a receiving report
10. Document validation:
11. Gather the receiving report, PO, and vendors invoice
12. Double check a three-way match
13. Report errors to relevant team member
14. Confirm all documents have been amended
15. Payment:
16. Enter the invoice into the accounts payable account
17. Check dates to avoid penalty charges
18. Schedule the payment
19. Stamp all documents
20. Create voucher for the documents
21. Store in paid voucher/invoice file

Summary

This procedure defines the requirements for determining how much money your company has earned and spent each quarter.

The Accountant is responsible for the implementation and management of this procedure

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. Gross profit:
3. Record your sources of revenue
4. Calculate total revenue
5. Record your costs of goods sold (COGS)
6. Calculate gross profit
7. Net income:
8. List all other operating expenses
9. Calculate profit before taxes
10. Calculate net income
11. Retained earnings:
12. Consult previous year's report for retained earnings (RE)
13. Take net income/loss and add to RE

Summary

This procedure defines the requirements for creating a quarterly cash flow report.

The Accountant is responsible for the implementation and management of this procedure.

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. Preparation:
3. Gather financial documents
4. Calculate changes in the balance sheet
5. Analyze cash activities:
6. Determine the sources and uses of cash accounts
7. Create the worksheet:
8. Create the header and columns
9. Label the rows
10. Populate the worksheet:
11. Compute total cash receipts
12. Compute total cash disbursements
13. Calculate net cash flow
14. Verify and save the final cash flow statement

Summary

This procedure defines the requirements for creating a snapshot of your company’s financial position.

The Accountant is responsible for the implementation and management of this procedure.

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. Preparation:
3. Gather necessary information
4. Know the balance sheet's basic accounting equation
5. Building the statement:
6. Create the header of the balance sheet
7. Determine and classify assets
8. Calculate total assets
9. Determine and classify liabilities
10. Compute total liabilities
11. Determine stockholders' equity
12. Calculate stockholders' equity
13. Compute liabilities and stockholders' equity
14. Review the balance sheet

Summary

This procedure defines the requirements for double checking and gathering all the necessary information and materials to file your business tax return.

The Accountant is responsible for the implementation and management of this procedure.

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. First step:
3. Record tax advisor/accountant contact details
4. Analysis of current and past financial data:
5. Collect copies of federal and state tax returns
6. Consult copies of articles of incorporation
7. Calculate year end balance sheets
8. Review year-end bank statements
9. Review gross receipts from sales or services
10. Check sales records (for accrual based taxpayers)
11. Calculate total returns and allowances
12. Gather business checking/savings account interest
13. Identify other income
14. Personal identification of owners:
15. List all business owners' details
16. Note the identification number of the business
17. Benefits, loans and transactions documents:
18. Compile details of fringe benefits
19. Gather documents of business loans
20. Gather records of all business insurance
21. Locate information on interest expenses
22. Document legal fees
23. Payroll data:
24. Collect payroll forms
25. List commissions paid to subcontractors
26. Record wages paid to employees
27. Expense details:
28. Collate all advertising costs
29. Document all transportation and travel expenses
30. Record office supply expenses
31. Record rental expenses
32. List any other expenses
33. List of assets and depreciation:
34. Disclose asset acquisitions
35. Work out your depreciation expense schedules
36. Document details of asset dispositions
37. IRS correspondence:
38. Find any communications with the IRS
39. Compile and deliver the documentation:
40. Schedule meeting with your tax advisor/accountant

Summary

This procedure defines the requirements for creating a comprehensive overview of all financial, operational, and strategic activity of your business.

The Accountant is responsible for the implementation and management of this procedure.

Revision and Approval

Revision number: 001

Revision date: 01/02/2019

Nature of changes: Initial process documented.

Approved by: Oliver Peterson

Procedure Template & Template History: (URL)

Procedure

1. Introduction:
2. Gather financial statements:
3. Contact accounting department for financial statements
4. Determine any additional sections of the report
5. Verify financial data:
6. Check liabilities plus equity is equal to total assets
7. Check retained earnings has been updated
8. Check profit before taxes is present
9. Add the increase/decrease to year opening cash balance
10. Confirm all figures are correct
11. Describe the errors that have been identified
12. Request errors to be amended
13. Add a section explaining the report's structure
14. Letter from the CEO:
15. Send your CEO the financial overview
16. Add the CEO's letter to the report
17. Senior management profiles:
18. Contact HR for a list of directors and senior management
19. Contact each for a brief quote about annual performance
20. Plans for the future:
21. Enter the company's strategic plan
22. Add info on new product and services for coming year
23. Include the accompanying adjusted projections
24. Submit for review:
25. Pass to a colleague for review and editing assistance
26. Submit to the CEO for review
27. Obtain signatures from the CEO and CFO
28. Gain top management & board of directors' approval
29. Submit to the relevant regulatory body

Improvements

This QMS is due to be reviewed by executive management every 6 months. The Quality Assurance Manager is responsible for organizing and chairing this meeting. All notes from each review committee meeting will be uploaded into this section of the QMS.

The items to be improved for consideration in the next review committee meeting are as follows:

• Formalization of the DMAIC process for procedure improvement.
• Formalization of the DFSS process for procedure creation.
• Formalization of the procedure the QAM follows to determine whether DFSS is necessary.
• Creation of process diagrams and maps to illustrate the various flows within the company.
• Creation of a procedure for quality management administration applicable to the role of the QAM
• Creation of a procedure for the timely update of the QMS Mini-Manual in line with individual procedure updates.

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