21- Speaking is easier and faster, but for many reasons you must document important and necessary matters in writing.

Speaking is easier and faster, but for many reasons you must document important and necessary matters in writing.

One challenge businesses face is a culture of verbal communication.

Many people avoid writing. When you ask them to write down what they are saying, you never see them again!

The point is not to insist that everything in a business be written down, but documentation appears necessary for the following:

A- Knowledge and working methods: why document them?

-So that two people in the same business do not carry out one task in two different ways. This supports consistency in products and services.

-To preserve knowledge and pass it on to new people.

-So that, if something happens to key people in the business, their successors can continue the work by reading the documents, without interruption. The business should not depend on one individual.

-So that the methods can be studied, reviewed and improved.

-So that they provide a basis for discussions and disputes.

B- Contracts and orders: why document them?

-So that customer requests and requirements are not forgotten.

-So that they provide a basis for discussion and for resolving possible later disputes with the customer.

-So that, if a dispute between the customer and the business cannot be resolved, a legal or dispute-resolution body can adjudicate it.

C- Objectives and plans.

D- Records relating to measuring instruments, employees, product design and changes, product testing, supplier assessments, customer property, production or service provision, defective products, business assessments, and action taken to resolve complaints, failures and problems:

Why document them?

-To establish that the activities have been carried out and record the evidence.

-So that they can be analyzed and reviewed.

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