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Document processes & work instructions

Build up your QM documentation: create process descriptions and work instructions in the wiki and via QM templates, keep them consistent and have them approved.

Prerequisites

QM documentation has two homes in teamspace: the wiki for living, linked process descriptions and file management for formal, controlled documents (Word/PDF) with a review and approval flow. The two can be combined. This article shows you how to build a process description or work instruction and bring it into the QM cycle.

Variant A: Describe processes in the wiki

The wiki suits processes that evolve over time and should be linked to one another (e.g. “Onboarding” refers to “IT equipment” and “Safety briefing”).

  1. In the Knowledge → Wiki pages tab, create a new page via the blue + button.
  2. In the master data, decide whether the page becomes a main topic; write the content in wiki syntax. Details in Create and edit wiki pages.
  3. Link related pages so that a walkable process handbook emerges.

Wiki pages are also versioned and can be given watchers who are notified of changes (see Versions and watchers).

Wiki page 'Work instruction: customer enquiry process' with numbered process steps (record enquiry, review, classify, assign handler, carry out processing, inform customer, document completion, follow-up) and a table of contents on the right
A process description as a wiki page – numbered steps with a table of contents and linked sub-pages

Variant B: Formal documents from QM templates

For binding documents that need approval (work instruction, process description as a PDF, Approval) you use a template and store the result as a controlled file.

  1. In file management, choose a QM template via Actions → New document (e.g. Work instruction, Process description). Which templates exist is covered in QM document templates at a glance.
  2. Fill in the document – teamspace partly fills templates with placeholders automatically from the context.
  3. Have the finished document reviewed and approved (see Review and approve a document).

ℹ Info. If no template appears under New document, none has been stored yet in the System/Templates directory. The administrator sets this up (see Set up document management).

Staying consistent

Consistent QM documents arise from templates:

  • Wiki templates provide the structure and headers/footers (see Set up templates, headers and footers).
  • File templates in the System/Templates directory supply the starting framework for Word/Excel/PDF.

This way, documents of the same kind look the same – an important criterion for audits.

Evidence and acknowledgement

If the team must be bound to know a work instruction, assign the review type For acknowledgement after approval (see Review and approve a document). The History tab then records who confirmed it and when.

Common problems

Why does no template appear under New document? Then no QM template has been stored yet in the System/Templates directory. The administrator sets this up (see Set up document management).

Wiki or controlled file – which should I use? The wiki for living, linked processes that evolve over time (Variant A); a controlled file from a QM template for binding documents with a review and approval flow (Variant B). The two can be combined.

How do I prove that everyone knows a work instruction? After approval, assign the review type For acknowledgement. The History tab then records who confirmed it and when.

Common questions & needs

You want to …How to
Describe a living, linked processCreate a wiki page and link sub-pages (Variant A).
Control a binding work instruction as a PDFGenerate it from a QM template and have it reviewed/approved (Variant B).
Be notified of changesSet watchers on the wiki page (Versions and watchers).
Keep documents consistentUse wiki or file templates.
Prove that everyone knows the instructionAssign the review type For acknowledgement.