Introduction
This guide explains the difference between process, procedure, and policy, along with key elements to include in professional documentation. It is designed to help teams document work efficiently and create logical, actionable guides for consistent execution.
1. The Core Differences
- Process: Describes what needs to be done. It is the overall workflow or big picture that outlines the goal or outcome.
- Procedure: Describes how to do it. This is the step-by-step breakdown or checklist of actions that complete the process.
- Policy: Explains why it matters. It sets the reasoning or guiding principles behind the work and may also define rules or standards.
2. Quick Summary Table
| Concept | Focus | Function | Example |
| Process | What | Defines scope and sequence of work | "Fulfill customer order" |
| Procedure | How | Lists detailed steps or checklist | "Enter order in system, print label, ship" |
| Policy | Why | Clarifies rules, logic, or justification | "Orders must ship within 48 hours" |
3. Why the Distinction Matters
Confusing these terms causes documentation gaps and inconsistent results. Processes provide structure, procedures give repeatability, and policies create alignment and accountability. Each element supports better communication and autonomy within a team.
4. Building Effective Documentation
A solid document includes all three layers. Below is the recommended structure for internal documentation.
a. Header Information
- Author or subject-matter expert
- Responsible owner or reviewer
- Last updated date
- Next review date
- Related documents or contact points
b. Purpose Statement (The Why)
- Explains why this process exists.
- Connects the work to organizational goals.
- Helps users understand the impact and importance of their role.
c. Process or Procedure Section (The What and How)
- Defines the workflow.
- Lists steps sequentially.
- Includes any templates, checklists, or tools.
d. Examples Section
- Show good and bad examples.
- Reinforce expectations and clarify edge cases.
- Help users learn patterns beyond written instructions.
e. FAQ Section
- Add recurring questions as they come up.
- Keeps the document dynamic and evolving.
- Reduces repetitive clarification requests.
5. Applying This Framework
When documenting internal operations, combine these three levels:
- Start with policy to explain the purpose.
- Follow with the process to outline the main workflow.
- Detail the procedure with explicit steps.
This approach turns every document into a teaching tool, not just an order sheet. It replaces vague directives with clarity and reasoning.
6. Key Takeaways
- Process = What. Procedure = How. Policy = Why.
- Policies justify; processes organize; procedures instruct.
- Include authorship, ownership, and update cycles.
- Use examples and FAQs to strengthen clarity.
- Write documentation as a teaching resource, not a rulebook.
7. Example Template
Document Title: Client Support Ticket Handling
Owner: Customer Experience Lead
Last Updated: October 2025
Purpose (Policy): Ensure all client inquiries are acknowledged and resolved within 24 hours to maintain trust and satisfaction.
Process (What): Manage all incoming tickets from initial submission through resolution and follow-up.
Procedure (How):
- Check support inbox twice daily.
- Tag new inquiries by category.
- Respond with acknowledgment template.
- Assign to specialist if needed.
- Confirm resolution and close the ticket.
Examples:
- Good: Response sent in 1 hour with clear next steps.
- Bad: No acknowledgment for 2 days.
FAQ:
-
Q: What if I need more time to resolve an issue?
A: Send an update email within 12 hours explaining the delay.
Conclusion
Understanding and documenting the what, how, and why builds clarity, consistency, and confidence across your team. By treating documentation as a learning guide, you improve handoffs, accountability, and scalability.