Operations Manuals

Operations manuals should accurately and effectively communicate complicated operations to employees or franchisees.

We create manuals based on the unrivalled expertise that we have acquired over the years producing technical manuals.

Our consultants gather detailed information about the client's operations to produce the optimum operations manual.

• In-house Operations Manuals
• Sales Promotion Manuals
• Franchise Head Office Manuals
• Franchisee Manuals 

Case Study: Hotel

 Summary

A hotel client approached TOIN with an unusual need: an operations manual without the usual contents, such as technical specifications. TOIN solved the client’s problem by making creative and efficient use of techniques and personnel.

 Challenges

• There were no obvious functions or technical specifications
• Such manuals are based on interviews with staff, so it is difficult to systemize information
• There are few technical writers in such a specialized field

 Solutions

• We used the folklore listening research method in interviews to achieve efficiency and systemization
• The technical writer selected for the project is an experienced software engineer with experience in constructing management operations systems

 Conclusion

• We established a unique folk listening system for creating operations manuals
• We helped our client by applying expertise originally gained in the IT field to the hospitality industry

 Case Study

After hearing of TOIN's success in creating manuals in the IT field, an airline-affiliated hotel group asked us to create a hotel operations manual to help with their nationwide expansion. This was an unconventional operations manual. With regular user manuals, we learn about the functions from the technical specifications. We use this information to create the manual, outlining the product features and operation methods to the customers and designing the layout for printing.

However, technical specifications are not usually relevant for operations manuals. To obtain specific information for creating the manual, many interviews must be carried out. In this example, since we were writing a manual for a waiter, we went to the kitchen and interviewed the chef and asked the waiter and wine steward for specific operation examples. We wrote down a description based on what we learned, before going back to check with the staff again. We repeated this process many times. At first glance, it may seem as though there is no real system behind this method. But one of our employees at TOIN had studied the folklore listening research method at university. Based on his ideas, we systemized the information we collected and created a successful manual.

Since the manual was useful in expanding the hotel chain, the client also asked us to create a management operations manual for general administration and accounting work. An experienced software engineer wrote this manual. His experience in understanding work at the general affairs and accounting departments, which he gained while constructing the company network system, was invaluable.