Develop Desk Guides
A desk guide is a document that explains what tasks relating to a specific position (or desk) need to be accomplished, and how they are accomplished. Prepared well, these guides make it easy to cover for a person "missing in action." The desk guide should be prepared by each person whose position in the company will require coverage during an absence. (Let's assume that's every position in your company. If it's not, you’ve got some thinking to do.)Ideally, the desk guide will include essential tasks required; a schedule of tasks; the location of any necessary forms, documents, and resources essential in getting the job done; and important contact information. Desk guides should be written in a "recipe-like" format with the understanding that the person using it will probably be less familiar with the work than the process owner who wrote it.
Centralize Routine Procedures
We all know how rough it can be when the heart of the organization is gone. That’s right, the office manager. Too often, we only realize his or her true worth after we run around trying to answer the phones, distribute faxes, post important documents, retrieve files, and deal with suppliers while he or she is away on vacation.I refer to this situation as the wartime scenario. Establish procedures that are easy for internal and external customers to follow in the event of misfortune on the front line. More importantly, centralize the procedures so that information is organized and accessible to anyone who might need it. Here are some other tips. Consider using a central, automated greeting on your phone to manage incoming calls and create a centralized mail station.
Out-Source Critical Projects
Don't put important projects on hold because members of a team are away. Consider out-sourcing a contract, asking an auxiliary team member to step in where the other left off. Sometimes it's best to keep the momentum going on a project rather than waiting to readdress it when an employee returns from holidays. It's also beneficial to have someone join a project team with fresh ideas and an objective viewpoint. Be proactive though; it's best to include an out-source member prior to a team member’s departure, rather than after the loss occurs.Read more tips about preventing and avoiding vacation downtime.
