Difference Between Policies & Processes: Why Getting It Right Matters

Every organisation needs structure. But in the world of business lingo, the words “policy” and “process” often get thrown around interchangeably, creating a whirlpool of confusion. If you've ever wondered whether your organisation needs a policy or a process—or both—let’s clear the fog. Simply put: policies are the rules, the non-negotiable principles guiding behaviour, whereas processes (or procedures) are the detailed instruction manuals explaining how to follow those rules. And yes, there’s a difference.

What Are Policies?

Policies are the high-level rules that set the direction of an organisation. They tell employees what is expected of them but without getting bogged down in the details of how to do it. Think of policies as the “why” and the “what” behind your organisation’s operations. They are meant to guide decisions and create consistency across the company.

For example, a company might have a policy that says: “Employees must use multi-factor authentication (MFA) when accessing company systems remotely.” It’s a clear rule—no exceptions—but it doesn't explain how to actually set up MFA. That’s where the process comes in.

Understanding Processes and Procedures

Processes (sometimes called procedures) are the step-by-step guides that tell employees exactly how to implement a policy. If policies are the big-picture rules, then processes are the instruction manuals. They break down actions into digestible steps, making sure employees know what to do and how to do it correctly.

Continuing from our earlier example, the corresponding process would detail how to set up MFA: “Step 1: Go to the authentication settings. Step 2: Click on ‘Enable MFA.’ Step 3: Download the authentication app.” The policy says you must do it, but the process shows you how.

Policy vs. Process: Why It Matters

While policies and processes are equally important, confusing them can lead to serious operational headaches. If policies are too detailed or processes too vague, organisations end up with ineffective documentation. Imagine trying to navigate a 50-page “policy” document that includes not only the high-level rules but also detailed instructions on how to run each piece of software, send an email, and organise your filing cabinet. No thanks.

Importance of Clearly Defining Roles

A recent case in point: a mid-sized organisation, after suffering a minor cybersecurity breach, turned to their IT provider for help with writing a security policy. The result? A jumbled mess of templates that included policies, processes, and procedures all mashed together like a poorly baked cake. To make things worse, roles and responsibilities weren’t clearly defined.

Instead of creating a clear, concise policy that outlined who was responsible for various aspects of security and what they were supposed to achieve, the company ended up with a bloated document that no one understood. IT staff, overwhelmed by the mix of high-level rules and intricate step-by-step guides, couldn't act effectively because there was no clarity around who was responsible for what.

Example of Clear Roles and Responsibilities

Let’s break it down into a simple example. Suppose the policy states: “All employees must undergo cybersecurity awareness training once per year.” That's the policy. Simple, clear, non-negotiable.

The process would then outline the details: “Step 1: The IT department schedules cybersecurity training with the vendor. Step 2: HR sends out training invitations. Step 3: Employees must complete the training by the specified date.”

Roles and responsibilities are explicitly defined. The IT department handles scheduling, HR takes care of notifications, and employees know they need to complete the training. Everybody understands their role, and the process ensures the policy is implemented correctly.

The Pitfalls of Using Templates

The aforementioned company learned a hard lesson about using one-size-fits-all templates for policies and processes. Templates can be useful as a starting point, but when organisations blindly copy and paste without tailoring them to their specific needs, chaos ensues.

A good policy should be succinct, free of jargon, and clearly state expectations. Meanwhile, a process or procedure should be detailed, easy to follow, and focused on the how. If your documentation blurs the line between these two, you run the risk of confusing your employees, leading to poor execution and potentially, compliance failures.

How to Create Effective Policies and Processes

Creating effective policies and processes starts with understanding the difference between the two and ensuring that each document serves its intended purpose. Here’s how to do it:

1. Keep Policies Clear and High-Level: Focus on the “what” and “why.” Policies should be concise, setting out expectations without delving into specifics. Make sure they are applicable to the entire organisation, rather than micromanaging every situation.
2. Define Roles Clearly: Always specify who is responsible for enforcing and carrying out each part of the policy. When employees know exactly who is in charge, it’s much easier to execute tasks efficiently.
3. Write Detailed Processes: These are the instruction manuals. Break down each step logically, using language that is accessible to all employees, not just technical experts. If someone new can’t follow it, it’s too complicated.
4. Tailor Documents to Your Organisation: Templates are helpful, but don’t rely on them blindly. Adapt them to fit the unique needs, systems, and structures of your organisation. Review regularly to ensure they remain relevant.

Conclusion: Rules, Roles, and Real Success

Getting the difference between policies and processes right is the foundation of operational clarity. Policies set the rules; processes ensure those rules are followed properly. Confusing the two leads to inefficient execution, miscommunication, and frustration. And when you rely on cookie-cutter templates without properly adapting them to your company’s needs, you might find yourself with a bloated mess that confuses rather than clarifies.

In the end, writing policies and processes isn’t just an administrative task—it’s a strategic one. So, next time you’re tempted to hand off your policy writing to someone who doesn’t understand the importance of clarity, remember: you don’t go to a GP when you need brain surgery, and you shouldn’t ask your IT provider to handle specialised policy writing. Make sure you have the right experts for the right tasks, and watch your organisation thrive.