revitalizing a classic p-card p&p - scotiabank€¦ · revitalizing a classic: your p-card...
TRANSCRIPT
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Revitalizing a Classic: Your P-Card Policies and Procedures
Lynn Larson, CPCP, Recharged Education
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2014 Scotiabank Commercial Card Conference
Employees can spend ____% of their time looking for the right policy, procedure
and/or form to do their job.
According to Bizmanualz
What Do You Think?
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2014 Scotiabank Commercial Card Conference
Impact of Ineffective P&P
ErrorsInquiries Time
Compliance Cardholder Satisfaction Program Expansion
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2014 Scotiabank Commercial Card Conference
“Needs Help” P&P
• Visually unappealing• Redundant, missing and/or conflicting info• Disorganized content• Negative language• Does not reflect procedure writing best practices
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2014 Scotiabank Commercial Card Conference
Building Blocks of Effective P&P
Accuracy Completeness
Accessibility Readability
Clarity
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2014 Scotiabank Commercial Card Conference
Accuracy
• Supports compliance• Helps employees make correct decisions• Improves likelihood of positive audit outcome
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2014 Scotiabank Commercial Card Conference
Benefits of a Payments Policy
• Collectively addresses all payment methods/procure-to-pay (P2P) processes
• Helps purchasers pursue correct process
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2014 Scotiabank Commercial Card Conference
Completeness
• Cover the relevant topics• Consider the frequently asked questions• Identify the common mistakes
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2014 Scotiabank Commercial Card Conference
CompletenessPrimary Topics Primary Topics
1. P-Card Overview for All 7. Transaction Reconcilement/Review2. Roles and Responsibilities 8. Ongoing Training Requirements3. How to Obtain a P-Card 9. Card Expiration and Renewal4. Card Security and Limits 10. About Program Auditing5. Card Usage 11. Card Cancellation6. Transaction Declines 12. Reference Materials
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2014 Scotiabank Commercial Card Conference
Example Card Usage Sub-Topics
• Allowed purchases • Preferred suppliers• P-Card P2P process• Supporting documentation for transactions• Returns/credits• Card misuse/abuse
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2014 Scotiabank Commercial Card Conference
Example “Needs Help” Text
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2014 Scotiabank Commercial Card Conference
Example: What to Include on Card Security
• How to keep the card and account info secure– Shred any documentation reflecting account number– Blacken out account number when routing paper docs– Keep card in a secure location—not on desk– Verify website security before entering your card info
• Common scams and how to combat– Phishing tactics– Fraudulent emails– Legitimate communications from card issuer vs. fraudulent ones
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2014 Scotiabank Commercial Card Conference
Accessibility
Benefits of Intranet usage
Drawbacks of paper copies
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2014 Scotiabank Commercial Card Conference
Readability and Clarity
Appearance
Style/ Language
FormatLevel of Detail
Consistency Elements of Procedure Writing
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2014 Scotiabank Commercial Card Conference
“Needs Help” Example
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2014 Scotiabank Commercial Card Conference
Revitalized Example
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2014 Scotiabank Commercial Card Conference
Revitalized Example
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2014 Scotiabank Commercial Card Conference
Consistency
P-Card p-card PCard pCard ProCard
Issuer Provider Bank Bank’s Name
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2014 Scotiabank Commercial Card Conference
Completing the Project
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2014 Scotiabank Commercial Card Conference
Reviewer Role
• Someone outside the intended audience• Focuses on readability and clarity• Has knowledge of procedure writing
best practices
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2014 Scotiabank Commercial Card Conference
Surveying Users
• Select small, mixed user group• Keep it short• Obtain feedback on topical order, navigation,
visual appeal, clarity, etc.
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2014 Scotiabank Commercial Card Conference
Success Strategies
• Solid project plan• Dedicated time to complete• Writer role fulfilled by appropriate person• Validation of existing information• Following procedure writing best practices• Involving the right people
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2014 Scotiabank Commercial Card Conference
Contact Information
Lynn Larson, [email protected]
(651) 633-3221www.recharged-education.com