MANUAL SUPPLEMENT WRITING
January 23, 2017
AGENDA
• Understanding Your Client’s Needs
• Developing A Template
• Writing Your Manuals
• Storing Your Documents
• Sustaining Your Documents
UNDERSTANDING YOUR CLIENT’S NEEDS
January 23, 2017
ENGAGE YOUR CLIENT
Before writing any SOPs, engage your Client.
• The Client must provide the following:
o General Expectations for Project
o Resource(s) to write material (this could be you)
o Engaged Subject Matter Expert(s) to review and approve content
• Both Client and Writer must work together to provide the following:
o Roadmap for work to be completed
o Structure of content (must match practices in use)
o Project Timeline

Milestones (short term goals during project)
NOTE: Content structure may change during the discovery process.
DEVELOPING A TEMPLATE
January 23, 2017
DEVELOPING A TEMPLATE
UNDERSTANDING LEGAL REQUIREMENTS
Areas of liability for an Employer regarding training:
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Failure to train
Discriminatory failure to offer training
Inadequate training / improperly trained Trainer
Training materials incomplete / inadequate
Work with your Facility’s Legal Counsel to provide all required content related to:
• Legal
• Safety
• Human Resources
DEVELOPING A TEMPLATE
DETERMINING CONTENT STRUCTURE
Company Handbook
Determine a content structure that
accomplishes the following:
• Follows the training process
during Employee onboarding
• Structure easy to understand and
explain to Employees
• Eliminate redundancy
Consider a tiered document
structure:
(Company-Wide)
GOP
(Divisional)
GOP Module
(Departmental)
SOP
(Location / Job Type / Discipline)
Supplemental
(Outlines, Training Checklists,
Assessments etc.)
•Company Handbook
•Policies & procedures that apply to all Employees at the Facility
•Company brand and history
•General Operating Procedure
•Policies & procedures that apply at the Divisional level
•Divisional Snapshot
•General Operating Procedure Module
•Specific policies & procedures that apply at the Departmental
level
•Standard Operating Procedure for a specific:
•Venue
•Job Type
•Discipline (Stand Alone Policy)
•Any documentation that directly supports the GOP, GOP Module,
SOP.
DEVELOPING A TEMPLATE
The tiered document structure
should mirror your existing
training program:
Company Orientation
Company Handbook
Divisional Orientation
General Operating
Procedure
Departmental
Orientation
General Operating
Procedure Module
Position Training
Standard Operating
Procedure
**Supplemental Materials
DETERMINING CONTENT STRUCTURE
**Supplemental materials should be
included during all levels of onboarding.
DEVELOPING A TEMPLATE
DEVELOPING A STYLE GUIDE
Design a document template based on:
• Existing Company document templates (verify with
Legal, Human Resources, etc.)
• Determine the “look and feel” by building styles, margin
guidelines
• Use programs like Microsoft Word to lock down the
selected styles
• Keep the “look and feel” consistent between document
types (Handbook, GOP, GOP Module, SOP) and other
Divisions / Departments
• For larger companies, build out a Style Guidebook
documenting this information
Page Setup and Margins
Top: 1.00”
Gutter: 0.00”
Bottom: 1.00”
Gutter Position: Left
Left: 1.00”
Header: 0.50”
Right: 1.00”
Footer: 0.50”
DEVELOPING A TEMPLATE
CREATING A COMPANY HANDBOOK
Each Company Handbook should cover the following basic topics:
Company Handbook
(Company-Wide)
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• Company Handbook
• Policies and procedures that apply to all Employees at the
facility
• Company Brand and History
Company History
Brand Standard
Grooming and Uniform Guidelines
Safety
Customer Service Standards
Security
Timekeeping and Scheduling
DEVELOPING A TEMPLATE
CREATING A GOP
Each GOP should have a standard outline:
GOP
(Divisional)
• General Operating Procedure
• Policies & procedures that apply at the Divisional level
• Divisional Snapshot
A Basic GOP Outline
1.0 [DIVISION NAME] Overview
2.0 Guest Service Standards
3.0 Safety
4.0 Emergency Procedures
DEVELOPING A TEMPLATE
CREATING A GOP
The Overview chapter should include items like:
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The Division’s Key Process Indicators (KPIs)
Basic Division Structure (Organization Chart)
Brief Management job descriptions
Description of any Departments
GOP Sample
1.0 [DIVISION NAME] Overview
2.0 Guest Service Standards
3.0 Safety
4.0 Emergency Procedures
DEVELOPING A TEMPLATE
CREATING A GOP
The Guest Service Standards chapter should include items like:
• Basic Guest interaction tips
• Guest Amenities descriptions:
o
o
o
o
o
o
o
o
o
o
Restrooms
Designated Smoking areas
Nursing Mothers
ATMs
Public Telephones
First Aid
Guest Relations
Lockers
Stroller and Wheelchair Rental
Kennel
• General Attraction Descriptions
o
o
o
o
Warning Signs
Height Requirements
Oxygen Tanks
ADA Requirements
• Interacting with Guests with
Disabilities
o Services to assist (Scripts, Braille
menus, assistive listening devices,
etc.)
o Sign Language Interpreters
o Service Animals
• Pass Enhancements (Front-of-line
passes, recovery passes, etc.)
• Guest Recovery Options
• Lost Guests
• Lost & Found
GOP Sample
1.0 [DIVISION NAME] Overview
2.0 Guest Service Standards
3.0 Safety
4.0 Emergency Procedures
DEVELOPING A TEMPLATE
CREATING A GOP
The Safety chapter should include items like:
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General Safety Rules
Chemical Awareness
Personal Protective Equipment (PPE)
Regulatory Class Requirements
Fire Safety
Avoiding Slips, Trips, and Falls
Bodily Fluid Spill Awareness
Guest / Employee Injury or Illness
Heat Related Illness and Prevention
Safety Documentation and Reporting Requirements
GOP Sample
1.0 [DIVISION NAME] Overview
2.0 Guest Service Standards
3.0 Safety
4.0 Emergency Procedures
DEVELOPING A TEMPLATE
CREATING A GOP
The Emergency Procedures chapter should include items like:
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General Guest and Employee Emergency Procedures
How to communicate an emergency situation to Guests
Incident Reporting Requirements
Types of Emergency Situations:
o
o
o
o
o
Suspicious Packages
Bomb Threats
Fire
Utility Issues (water main break, power outage, gas leak, etc.)
Extreme Weather (heavy winds, severe storms, tornado,
earthquake, etc.)
• Wildlife Encounters
GOP Sample
1.0 [DIVISION NAME] Overview
2.0 Guest Service Standards
3.0 Safety
4.0 Emergency Procedures
DEVELOPING A TEMPLATE
CREATING A GOP
Other chapters that could be included:
• Costume/Wardrobe Requirements
o Grooming Guidelines
o Damaged costume/wardrobe repair procedure
• Scheduling / Timekeeping
o
o
o
o
o
o
Procedures for Clocking In / Out
Attendance Accountability Process
Calling In Sick Procedures
Break/Lunch Procedures
Requesting Time Off
Requesting Benefit Hours
• Any other types of information that applies to the entire Division
DEVELOPING A TEMPLATE
CREATING A GOP
Tips for writing a GOP:
• Outline your SOPs first to find like-content
• Work with your HR department to add content to Company Handbook as needed
Avoid redundant content between Company
Handbook, GOP, GOP Module and SOP Manuals!
DEVELOPING A TEMPLATE
CREATING A GOP MODULE
• Each GOP Module will be significantly different in content
• Do not create a GOP Module unless necessary
GOP Module
(Departmental)
• General Operating Procedure Module
• Specific policies & procedures that apply at the
Departmental level
DEVELOPING A TEMPLATE
CREATING A SOP
Each job / position / location type should have a standard outline:
SOP
(Location / Job Type / Discipline)
• Standard Operating Procedure for a specific:
• Venue
• Job Type
• Discipline (Stand Alone Policy)
A Basic SOP Outline
1.0 [POSITION NAME] Overview
2.0 Opening Procedures
3.0 Operating Procedures
4.0 Emergency Procedures
5.0 Closing Procedures
DEVELOPING A TEMPLATE
CREATING A SOP – RIDE
The Overview chapter should include items like:
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Description of Attraction Concept / Theme
List of Special Effects / Elements
Ride Safety Requirements
Ride Statistics and Information
General Employee Information
o Break Room
o Manager’s Office
o Time Clock Location
• Attraction Maps and Diagrams
• Surrounding Area Information
Ride SOP
1.0 [RIDE NAME] Overview
2.0 Opening Procedures
3.0 Operating Procedures
4.0 Emergency Procedures
5.0 Closing Procedures
DEVELOPING A TEMPLATE
CREATING A SOP – RIDE
The Opening Procedures chapter should include procedures for
items like:
• Any opening housekeeping (team meeting, receiving
assignments, etc.)
• Cleaning Procedures
• Ride Unit Readiness
• Ride Preparations
• Ride Acceptance (“Green-Tag”) Procedures
• Start-Up
• Safety Checks
• Ride Testing
Ride SOP
1.0 [RIDE NAME] Overview
2.0 Opening Procedures
3.0 Operating Procedures
4.0 Emergency Procedures
5.0 Closing Procedures
DEVELOPING A TEMPLATE
CREATING A SOP – RIDE
The Operating Procedures chapter should include procedures for
items like:
• General Employee Safety Requirements
• Hand Signals
• Positions
o
o
o
o
o
o
Entrance
Grouper
Load
Unload
Controls
Other
• Operating Procedures
• Any thematics Employees must utilize in position
Ride SOP
1.0 [RIDE NAME] Overview
2.0 Opening Procedures
3.0 Operating Procedures
4.0 Emergency Procedures
5.0 Closing Procedures
DEVELOPING A TEMPLATE
CREATING A SOP – RIDE
The Emergency Procedures chapter should include procedures for
items like:
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Mechanical / Electrical Problems
Power Failure
Fire
Guest Illness
Guest Injury
Employee Injury
Handling Guest Issues
Weather
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Load/Unload Delay
Adding/Removing Ride Vehicles
Ride Vehicle Evacuation Procedures
Building Evacuation Procedures
Announcements / Spiels
Re-Opening Procedures
Other Extraordinary Situations
Ride SOP
1.0 [RIDE NAME] Overview
2.0 Opening Procedures
3.0 Operating Procedures
4.0 Emergency Procedures
5.0 Closing Procedures
DEVELOPING A TEMPLATE
CREATING A SOP – RIDE
The Closing Procedures chapter should include procedures for
items like:
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End of Operation
Shut Down
Cleaning
Administrative Duties
Other Housekeeping Items
Ride SOP
1.0 [RIDE NAME] Overview
2.0 Opening Procedures
3.0 Operating Procedures
4.0 Emergency Procedures
5.0 Closing Procedures
DEVELOPING A TEMPLATE
CREATING SUPPLEMENTAL MATERIALS
Supplemental documents are a way to provide accountability to both the Trainee and Trainer.
Supplemental
(Outlines, Training Checklists,
Assessments etc.)
• Any documentation that directly supports the GOP, GOP
Module, SOP.
Training Outlines
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Provides structured direction to Trainers
Training Evaluations
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Trainer of Trainee
Trainee of Trainer
Provides Management with feedback based on training experience, effectiveness, etc.
DEVELOPING A TEMPLATE
DEVELOPING SUPPLEMENTAL MATERIALS
Training Checklists
• Detailed list of chapters and sections
• Require both Trainer and Trainee to
sign off each section
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Trainer acknowledges that Trainee
understands / is comfortable with topic
Trainee acknowledges that they
understand / is comfortable with topic
• Manager provides final signoff
• Work with your Legal counsel to
provide signoff language.
DEVELOPING A TEMPLATE
DEVELOPING SUPPLEMENTAL MATERIALS
Tests & Assessments
• Based on content in SOP
• Use closed-ended questions:
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Multiple Choice
True/False
Matching
• Avoid:
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Testing on content not mentioned in SOPs
Open-ended questions – interpretation risk
DEVELOPING A TEMPLATE
DEVELOPING SUPPLEMENTAL MATERIALS
Memorandums, Signoffs, and Checklists
There are multiple ways to capture a written acknowledgement from an Employee.
NOTE: Consult with your Legal Counsel to determine your company’s needs.
Memorandums
• Primarily used to sign off a new or amended policy/procedure at an existing location.
• Contains a signature area for an Employee to acknowledge their understanding of the policy.
• Can collect signatures using single or group sheets.
Signoff Sheet
• Single page used to sign off an Employee.
• Requires just a signature – meant to cover an entire document.
DEVELOPING A TEMPLATE
DEVELOPING SUPPLEMENTAL MATERIALS
When GOPs or SOPs are updated, always update all
applicable supplemental materials!
ACTIVITY – ORGANIZING CONTENT
January 23, 2017
ACTIVITY – ORGANIZING CONTENT
10 MINUTES
Develop topics to cover in each chapter presented:
• 1.0 [TOPIC] Overview
• 2.0 Safety
• 3.0 Opening Procedures
• 4.0 Operating Procedures
• 5.0 Emergency Procedures
• 6.0 Closing Procedures
BREAK – 15 Minutes
January 23, 2017
MANUAL SUPPLEMENT WRITING
January 23, 2017
DISCUSSION – ORGANIZING CONTENT
January 23, 2017
WRITING YOUR MANUALS
January 23, 2017
WRITING YOUR MANUALS
KEEPING READERS ENGAGED
Basic Goals of Writing Training Documentation
• Training documents present an enormous amount of information.
• People do not like reading training documentation.
• Must be "scannable" and easy to digest.
• Documents and Employees do not have time or space for subtlety – be direct.
• Every Employee must be sold on anything that is called out in the document.
WRITING YOUR MANUALS
KEEPING READERS ENGAGED
There are four steps to writing engaging training documentation:
Keep it Short
Document Writers should keep the entire training process in mind when preparing, structuring and writing
content by being simple and to the point.
When structuring words within content, follow three simple rules:
1. Short Words
2. Short Sentences
3. Short Paragraphs
Shorter words, sentences, and paragraphs are easier to read.
WRITING YOUR MANUALS
KEEPING READERS ENGAGED
Utilize Multiple Heading Levels
• Headings should be used to give direction.
• Employees who are scanning for content should be able to quickly read a heading and understand what the
following text will cover.
• Headings should be simple and descriptive.
Use Lists
• People are drawn to lists.
• If you have more than one point to make on a topic, splitting multiple points up into a list can improve how
engaged the Readers will be in the content of your document.
Go Beyond Text
• The written word is easy to scan over absent-mindedly.
• Graphical elements are far more difficult to ignore.
• Each one you include can not only improve your content, but can also serve as a “gateway”
to the bulk of your writing.
• Keeps Readers Engaged!
WRITING YOUR MANUALS
BEFORE WRITING YOUR DOCUMENT
Understand what you have:
• Collect current inventory
• Map out the current inventory (use Excel or other tracking system)
• Perform a gap analysis:
• What content is missing?
• What content needs development?
•
WHY TAKE THESE STEPS?
Write new content based on existing content
Consistency in language between documents
WRITING YOUR MANUALS
GENERAL RULES WHEN WRITING MANUALS
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Replace passive voice with active wherever possible.
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Reformat all text to coincide with the facility’s style guidebook.
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Eliminate all double-spaces.
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Eliminate all instances of “him/her,” “he/she,” and “his/her” with neutral pronouns.
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Avoid / eliminate contractions (i.e. won't, can't etc.)
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Do not write in all capitals, italicize, bold, underline, highlight, and/or change the font size just to
emphasize "important" content. As a written document, it does not make a difference if there is any
emphasis on a topic - the policy applies no matter what font size/type it is in and is just as important
as any other topic in the document.
NOTE: If the proper name of an item (i.e. name of a software program, a label on an OCC Panel, etc.) is
in all caps, the document should refer to that proper name in all caps. For example, RIDE STOP, ESTOP, etc.
WRITING YOUR MANUALS
GENERAL RULES WHEN WRITING MANUALS
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Replace all instances of “attendant” and “employee” with your facility’s vernacular (Crew Member,
Team Member, Cast Member, etc.).
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When introducing a new acronym in a document, the full name of the acronym must be introduced at
its first mention. The introduction of the acronym should follow this format:
Human Resources (HR)
After introducing the proper name and acronym, the acronym can be used throughout the rest of the
document.
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As a training document, all policies and procedures must be followed. You are telling the Reader to
perform a task, not asking them to perform that task. Avoid words/phrases like "please" when
describing a task.
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Avoid placing specific names inside a document, such as “Jonathan Caughlin.” Use the actual
position title to refer to a person.
WRITING YOUR MANUALS
GENERAL RULES WHEN WRITING MANUALS
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Replace all non-number dashes with colons.
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Eliminate hyphens in words like “Pre-board” and “Pre-show.”
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Close up “seat belt.” Open up “lapbar.”
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Ensure current Management references match current business model and radio call signs.
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Add new location info whenever applicable.
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Add new pictures of all consoles, positions, etc.
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Update all attraction, shop, and eatery descriptions as needed.
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Be mindful of local nomenclature and careful of redundant phrases…
WRITING YOUR MANUALS
GENERAL RULES WHEN WRITING MANUALS
Queue:
A line or sequence of people or vehicles awaiting their
turn to be attended to or to proceed.
Line:
A number of persons standing one behind the other and
waiting their turns at or for something; queue.
“Queue Line” is redundant!
dictionary.com
WRITING YOUR MANUALS
GENERAL RULES WHEN WRITING MANUALS
Bullets and Numbering
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Numbering:
o Utilized to represent specific, ordered steps of a procedure or process.
•
Bullets:
o Utilized to call out points, tips and lists that do not need to be represented in a logical order.
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Tips:
o Avoid using more than three (3) levels of bullets and numberings.
o Avoid multiple pages of bulleting and numbering on the same topic.
o Attempt to split the bullets and numbers into smaller topics.
WRITING YOUR MANUALS
GENERAL RULES WHEN WRITING MANUALS
The Document Writer is the last line of defense before publication
of a document and its content.
They have the responsibility to ask questions if they ever find
themselves in doubt about what they are writing.
STORING YOUR DOCUMENTS
January 23, 2017
STORING YOUR DOCUMENTS
UNDERSTANDING YOUR LEGAL REQUIREMENTS
Work with your facility’s Legal Counsel to understand the following:
• Facility Confidentiality Policy
• Distribution Policy
• Let Employees take documents home vs. keeping documents on site
• The Facility’s Document Retention Policy
• How document inventory is managed
STORING YOUR DOCUMENTS
BUILDING AN ELECTRONIC STORAGE LIBRARY
A structured document storage system is essential to:
• Maintain your documents
• Lowering overall company risk
Basic Necessities:
• Singular storage location on file management system
o As simple as a Shared Drive / Networked folder structure
o As complex as a file management program (DocuShare, SharePoint, etc.)
STORING YOUR DOCUMENTS
BUILDING AN ELECTRONIC STORAGE LIBRARY
Basic Necessities (Continued):
• Singular storage location on file management system
o As simple as a Shared Drive / Networked folder structure
o As complex as a file management program (DocuShare, SharePoint,
etc.)
• Supports tiered document structure (Handbook, GOP, GOP
Module, SOP, Supplemental Materials, Memorandums, etc.)
• Easy for Employees to access
• Ability to manage permissions
• Easy to conduct audits
• Manages the past versions of documents
STORING YOUR DOCUMENTS
ELECTRONIC MANUALS
There are advantages to only having electronic copies of manuals:
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Provides better consistency of procedures
Easy to add, edit and present media (photos, diagrams, videos, etc.)
Easier to correct and revise
Ability to send electronically to Employees or other Facilities
Maintains an electronic record of the manual
Reducing cost of printer, paper, ink, support, etc.
SUSTAINING YOUR DOCUMENTS
January 23, 2017
SUSTAINING YOUR DOCUMENTS
CHANGE MANAGEMENT PROCESS
A Change Management Process should be created for long-term maintenance of your training documentation.
Benefits:
• Legal record of all changes to a document
• Who proposed the change
• Any discussion regarding the change
• Who approved the change
• Who made the change
• How it was implemented
Minimum requirements should include:
• A design that is structured, yet fluid to each business unit's natural workflow.
• Simple for Users to understand and move the process forward.
• Either electronic (preferred) or paper records of change.
• Record of change recorded on the updated document (change log)
• Previous versions of training documentation archived for a minimum amount of time (refer to your Facility’s
Legal Counsel).
SUSTAINING YOUR DOCUMENTS
CHANGE MANAGEMENT PROCESS
Example of a simple approval process:
1.
2.
3.
4.
5.
6.
A member of Management proposes a written request for change
Subject Matter Expert(s) (SME) review the change
Finalize language and placement of change
A senior member of Management formally approves the change
The Document Writer implements the change, archiving the previous version of the document(s) affected
The change is communicated to the affected team(s). Employees impacted by this change should sign off on
the change via memorandum or other process.
SUSTAINING YOUR DOCUMENTS
VERSION HISTORY
Importance of Version History
• With proper timestamps, the Facility can track an Employee’s training record, including what memorandums
the Employee should have on record.
• Easy to revert back to a previous version.
• Assists in accurate audits.
• If properly maintained, Version History can protect the facility in many Legal cases.
o Versions should be kept for a minimum amount of years, based on the Facility’s Legal Council and
local/state/federal law, based on statute of limitations.
• Some enhanced file management systems (DocuShare, SharePoint, etc.) automatically track Version History.
“Living Documents”
When an effective document management process is being utilized, documents in this process can be considered
"living documents."
A "living document" means that a document that is uploaded is the most current version of that document, and
the document is constantly maintained through updates – the document evolves. Those updates are tracked and
previous versions are stored.
SUSTAINING YOUR DOCUMENTS
AUDITS
Field Verifications
If training documents are printed for front-line Employees, verify at least once a year to ensure the printed
documents match the electronic copies.
Full Content Review
All Manuals (and applicable supplemental materials) should be reviewed for up-to-date content on an annual
basis – at minimum.
• Seasonal Facilities:
o During the off-season, documents should be revised based on the previous season before the new
season’s Employees start training.
• Year-Round Facilities
o Documents should be revised on an annual basis on a schedule that fits into their non-peak training
periods.
REFERENCE MATERIALS
Use the following link for a basic tutorial of Microsoft Word:
http://office.microsoft.com/en-us/word-help/
MANUAL SUPPLEMENT WRITING
January 23, 2017
NAARSO FUN PARK! Front Yard Food and Beverage Lemonade Stand Standard Operating Procedures [Copyright / Trademark Language] NAARSO FUN PARK! ‐ Front Yard Food and Beverage Lemonade Stand <Standard Operating Procedures> Welcome to Front Yard Food and Beverage! Revision History Version Date Description of Change Author Amended Pages Confidential – This document contains legal information that Mom and Dad want to keep secret! Rev. Date: 1/6/2017 Page 2 of 19 NAARSO FUN PARK! ‐ Front Yard Food and Beverage Lemonade Stand <Standard Operating Procedures> Welcome to Front Yard Food and Beverage! Welcome to Front Yard Food and Beverage!
This section can be used as a general welcome for your team members and briefly lay out the team goals. This should be in paragraph form rather than list form, as specific duties can be filled out in detail in their proper sections. This section should also include any legal language, including confidentiality requirements. Given the specificity of this language, this section could take up several pages. Confidential – This document contains legal information that Mom and Dad want to keep secret! Rev. Date: 1/6/2017 Page 3 of 19 NAARSO FUN PARK! ‐ Front Yard Food and Beverage Lemonade Stand <Standard Operating Procedures> <Table of Contents> Table of Contents
Welcome to Front Yard Food and Beverage! ........................................................................... 3 Table of Contents .................................................................................................................... 4 1.0 2.0 Lemonade Stand Overview .......................................................................................... 5 1.1 Lemonade Stand Responsibilities ............................................................................. 5 1.2 Available Products .................................................................................................... 5 1.3 Location Map ............................................................................................................ 6 1.4 Uniform ..................................................................................................................... 7 Safety Procedures ........................................................................................................ 8 2.1 Safe Preparation ....................................................................................................... 8 2.2 First In, First Out ....................................................................................................... 8 2.3 Responsible Vending ................................................................................................. 9 3.0 Opening Procedures ................................................................................................... 10 4.0 Operating Procedures ................................................................................................ 11 5.0 4.1 Lemonade Procedures ............................................................................................ 11 4.2 Lemonade Transactions .......................................................................................... 12 Emergency Procedures ............................................................................................... 13 5.1 Replenishing the Bank / Obtaining Change ............................................................ 13 5.2 Inclement Weather ................................................................................................. 13 5.3 Evacuations ............................................................................................................. 13 5.4 Other Situations ...................................................................................................... 15 6.0 Closing Procedures ..................................................................................................... 17 7.0 Appendix .................................................................................................................... 18 7.1 Glossary ................................................................................................................... 18 7.2 Important Phone Numbers ..................................................................................... 19 Confidential – This document contains legal information that Mom and Dad want to keep secret! Rev. Date: 1/6/2017 Page 4 of 19 NAARSO FUN PARK! ‐ Front Yard Food and Beverage Lemonade Stand <Standard Operating Procedures> Lemonade Stand Overview 1.0 Lemonade Stand Overview
1.1 Lemonade Stand Responsibilities
Lemonade Stand Crew Members are responsible for preparing lemonade, processing transactions, and assisting Guests with purchases. Crew Members also maintain Lemonade Stand cleanliness and alert Mom to any inventory requirements. 1.2 Available Products
Product Cost Lemonade $5.00 Water $6.00 Sugar Water
$4.00 Lemons $3.00 Napkins $1.00 Confidential – This document contains legal information that Mom and Dad want to keep secret! Rev. Date: 1/6/2017 Page 5 of 19 NAARSO FUN PARK! ‐ Front Yard Food and Beverage Lemonade Stand <Standard Operating Procedures> Lemonade Stand Overview 1.3 Location Map
3 2 1 4 5 7 6 1. Lemonade Stand 2. Hot Dog House 3. Wheel O' Lemons 4. Old Man Jenkins' House 5. The Fountain of Moderate Aging 6. Main Gate/Grandma's House 7. Information/First Aid Confidential – This document contains legal information that Mom and Dad want to keep secret! Rev. Date: 1/6/2017 Page 6 of 19 NAARSO FUN PARK! ‐ Front Yard Food and Beverage Lemonade Stand <Standard Operating Procedures> Lemonade Stand Overview 1.4 Uniform

Basic Lemonade Stand Uniform: o Mandatory: 
Yellow lemon costume 
Blue jeans 
Brown apron 
Nonslip black shoes o Optional: 
Sunglasses 
White AIMS FUN PARK jacket NOTE: All uniform items may be switched with articles of clothing given by Grandma at time of her visit. Confidential – This document contains legal information that Mom and Dad want to keep secret! Rev. Date: 1/6/2017 Page 7 of 19 NAARSO FUN PARK! ‐ Front Yard Food and Beverage Lemonade Stand <Standard Operating Procedures> Safety Procedures 2.0 Safety Procedures
2.1 Safe Preparation

Only used pre‐sliced lemons. Mom is very worried about proper knife use. o Do not attempt to rip whole lemons apart by force. 
Always use protective eyewear and gloves when squeezing lemons. o Eyewear must be worn regardless of nerdy appearance. o In the event of a boo‐boo, visit First Aid immediately. 
Use proper utensils to mix lemonade. o Do not use hands to add sugar or mix lemonade. o If any utensils are dropped, call Mom for clean ones. 

Do not lick the sugar scoop. Once was enough. Make sure lemonade pitcher is cool to the touch before serving Guests. o If water in pitcher is boiling, it may be too hot outside. o If water in pitcher is frozen, report to Mom for Snow Day. 
Do not plunge face into pitcher of lemonade. o While very refreshing, this is unsanitary. 2.2 First In, First Out
First In, First Out (FIFO) is the process of using older products before using newer ones. 
Opened bags of sugar must be fully used before opening a new bag. 
Use older lemons before using newer lemons. o Lemons must be thrown out when exhibiting the following: 
Brown spots on skin or flesh 
Squishy spots on skin or flesh 
Mold 
Slimy surfaces 
Sentience Confidential – This document contains legal information that Mom and Dad want to keep secret! Rev. Date: 1/6/2017 Page 8 of 19 NAARSO FUN PARK! ‐ Front Yard Food and Beverage Lemonade Stand <Standard Operating Procedures> Safety Procedures 2.3 Responsible Vending
Crew Members must not sell or serve lemonade to any Guest who appears to have a sugar rush. Some signs of sugar rush are: 
Slurred speech 
Loss of coordination 
Dilated pupils 
Bouncing off of walls 
Being overly friendly/belligerent 2.3.1
Intervention Steps
Upon verification of a Guest's sugar rush, the following steps are to be implemented: 1. Notify Mom of the incident. 2. Immediately discontinue service and inform the Guest: "I am sorry, but for your safety and the safety of others, it is against the policy of AIMS Fun Park! to continue lemonade service to anyone who appears to be completely full of sugar." 3. Do not argue with the Guest. If they challenge this decision, get Mom involved immediately. 4. Suggest real food to the Guest. 5. Find out which house the Guest lives in and if they are able to walk back safely. 6. If the Guest lives too far to walk home safely, Mom will call their parents. Confidential – This document contains legal information that Mom and Dad want to keep secret! Rev. Date: 1/6/2017 Page 9 of 19 NAARSO FUN PARK! ‐ Front Yard Food and Beverage Lemonade Stand <Standard Operating Procedures> Opening Procedures 3.0 Opening Procedures
1. Clock in with Mom. 2. Gather ingredients from the kitchen: o Lemon halves (16) 
Ensure any whole lemons have been cut in half by Mom. o Water pitchers (2) 
Fill pitchers from the sink. o Sugar o Plastic scoop o Wooden spoon NOTE: Use red wagon to transport ingredients. Mom will be mad if they are broken in transit. 3. Obtain bank from Dad. o Bank should contain: 
2 $10 bills 
10 $5 bills 
A wad of crumpled $1 bills o Place bank in apron. 4. Bring ingredients to stand. 5. Check paper cup inventory at stand. o If more paper cups are needed, call Mom. 6. Ensure proper supply of protective gloves and eyewear. 7. Flip stand sign to "Open." Confidential – This document contains legal information that Mom and Dad want to keep secret! Rev. Date: 1/6/2017 Page 10 of 19 NAARSO FUN PARK! ‐ Front Yard Food and Beverage Lemonade Stand <Standard Operating Procedures> Operating Procedures 4.0 Operating Procedures
4.1 Lemonade Procedures
4.1.1
Mixing Lemonade
1. Gather the ingredients. Each pitcher of lemonade should contain the following: o Water o Four (4) lemon halves o Two (2) scoops of sugar 2. Squeeze lemon halves into water pitcher and place skin in pitcher. o This creates a "country fair" aesthetic. 3. Scoop sugar from bag into pitcher using plastic scoop. 4. Mix all ingredients together with the wooden spoon. o Sugar particles may be visible, but may not clump together. 4.1.2
Pouring Lemonade

Place an empty cup on the stand surface. 
Using both hands, pour lemonade from the pitcher into the cup. 
Fill each cup to the very top. 4.1.3

Obtaining More Product
Call for Mom when: o One pitcher is empty o More lemon halves are needed 
At least eight lemon halves should be on hand at all times. o Sugar is low 

Sugar on hand should supply at least two pitchers of lemonade. Mom will bring supplies as needed. Confidential – This document contains legal information that Mom and Dad want to keep secret! Rev. Date: 1/6/2017 Page 11 of 19 NAARSO FUN PARK! ‐ Front Yard Food and Beverage Lemonade Stand <Standard Operating Procedures> Operating Procedures 4.2 Lemonade Transactions
4.2.1
Lemonade Sales
1. Greet the Guest. 2. Offer the Guest a glass of lemonade: "Would you like a refreshing glass of lemonade? Only a five dollars a glass!" 3. Accept payment from Guest. o Cash is the only accepted form of payment. o No bills larger than $20 are to be accepted. 4. Place cash in apron and give the Guest correct change. 5. Follow the standards in Section 4.1.2, Pouring Lemonade. a. When the Guest inevitably spills their beverage, offer a napkin for $1.00. 6. Thank the Guest. Confidential – This document contains legal information that Mom and Dad want to keep secret! Rev. Date: 1/6/2017 Page 12 of 19 NAARSO FUN PARK! ‐ Front Yard Food and Beverage Lemonade Stand <Standard Operating Procedures> Emergency Procedures 5.0 Emergency Procedures
5.1 Replenishing the Bank / Obtaining Change
1. Call for Dad when more change is needed in bank. 2. Dad will deposit more crumpled wads of $1 bills as needed. 5.2 Inclement Weather
1. Call for Mom to assist with packing up and storing all supplies and locking down the stand. 2. Call for Dad to count and securely store the bank. 5.3 Evacuations
In case of fire or alien invasion, it may be necessary to evacuate the lemonade stand. In any emergency situation, calmly escort the Guests away from the stand and to the Safe Refuge Area (SRA) located in front of The Fountain of Moderate Aging. Confidential – This document contains legal information that Mom and Dad want to keep secret! Rev. Date: 1/6/2017 Page 13 of 19 NAARSO FUN PARK! ‐ Front Yard Food and Beverage Lemonade Stand <Standard Operating Procedures> Emergency Procedures 5.3.1
Standard Evacuation
For a Standard Evacuation, walk directly to the front of the Fountain of Moderate Aging. Confidential – This document contains legal information that Mom and Dad want to keep secret! Rev. Date: 1/6/2017 Page 14 of 19 NAARSO FUN PARK! ‐ Front Yard Food and Beverage Lemonade Stand <Standard Operating Procedures> Emergency Procedures 5.3.2
Alternate Evacuation
If access to the standard route is blocked, use the upper pathway to reach the SRA. Be sure to avoid Old Man Jenkins' house. 5.4 Other Situations
Confidential – This document contains legal information that Mom and Dad want to keep secret! Rev. Date: 1/6/2017 Page 15 of 19 NAARSO FUN PARK! ‐ Front Yard Food and Beverage Lemonade Stand <Standard Operating Procedures> Emergency Procedures 5.4.1
Old Man Jenkins
If Old Man Jenkins shows up, smile and call for Mom. Confidential – This document contains legal information that Mom and Dad want to keep secret! Rev. Date: 1/6/2017 Page 16 of 19 NAARSO FUN PARK! ‐ Front Yard Food and Beverage Lemonade Stand <Standard Operating Procedures> Closing Procedures 6.0 Closing Procedures
1. Flip sign to "Closed." 2. Gather lemonade supplies in red wagon. o Leave cups, protective eyewear, and gloves at stand. 3. Give cash apron to Dad. 4. Give wagon with supplies to Mom. 5. Clock out. 6. Have ice cream. NOTE: Ice cream is only for good children. Confidential – This document contains legal information that Mom and Dad want to keep secret! Rev. Date: 1/6/2017 Page 17 of 19 NAARSO FUN PARK! ‐ Front Yard Food and Beverage Lemonade Stand <Standard Operating Procedures> Appendix 7.0 Appendix
7.1 Glossary
The terms defined below are limited to those actually used in this standard and its addenda and are in no way intended to be inclusive for the entertainment field as a whole. Apple A fruit that generally is not used in lemonade. Automatic Replenishment An inventory control system that relies on accurate estimates of usage rates and delivery lead times to allow orders to be completed and to ensure stock does not run out. Dad Considered the vault cashier. Grandma Considered the Admissions department. Loves knitting sweaters. Lemon A tart fruit sourced from the big tree in the backyard. Lemonade A sweet beverage made from lemons, sugar, and water. Mom Considered the Supervisor, managing personnel and inventory. Old Man Jenkins A crotchety old neighbor who absolutely will not buy any lemonade. Tears will not work. Learn from Timmy’s mistakes. He will never smile again. Sugar The generalized name for sweet, short‐chain, soluble carbohydrates, many of which are used in food. Water The stuff in the toilet. Confidential – This document contains legal information that Mom and Dad want to keep secret! Rev. Date: 1/6/2017 Page 18 of 19 NAARSO FUN PARK! ‐ Front Yard Food and Beverage Lemonade Stand <Standard Operating Procedures> Appendix 7.2 Important Phone Numbers
Important Phone Numbers Department Extension Police 911 Fire Department 911 Mom (Jenny) 867‐5309 Dad 555‐0213 Grandma 555‐5695 Old Man Jenkins 1‐800‐649‐2568
Confidential – This document contains legal information that Mom and Dad want to keep secret! Rev. Date: 1/6/2017 Page 19 of 19 NAARSO FUN PARK!
Front Yard Food and Beverage
Lemonade Stand
Assessment
[Copyright / Trademark Language]
NAARSO FUN PARK! - Front Yard Food and Beverage
Lemonade Stand <Assessment>
Revision History
Version
Date
Description of Change
Author
Amended
Pages
Confidential – This document contains legal information that Mom and Dad want to keep secret!
Rev. Date: 1/23/2017
Page 2 of 4
NAARSO FUN PARK! - Front Yard Food and Beverage
Lemonade Stand <Assessment>
Lemonade Stand Assessment
1. Where is the time clock located?
a. Garage
b. Old Man Jenkin's House
c. Mom
d. Dad
2. How much is a cup of lemonade?
a. $3.00
b. $4.00
c. $5.00
d. $42.00
3. Which of the following is NOT part of the mandatory uniform?
a. Yellow lemon costume
b. Brown apron
c. Blue jeans
d. Nonslip colonial pilgrim shoes
4. Ice cream is only permitted when you:
a. Meet a sales goal
b. Are good
c. Give away free lemonade
d. Spill the sugar on the yard
5. What is Old Man Jenkin's phone number?
a. 1-800-649-2568
b. 867-5309
c. 347-489-4608
d. 911
Confidential – This document contains legal information that Mom and Dad want to keep secret!
Rev. Date: 1/23/2017
Page 3 of 4
NAARSO FUN PARK! - Front Yard Food and Beverage
Lemonade Stand <Assessment>
6. How do you replenish the bank?
a. Charge more for lemonade
b. Call Grandma
c. Call Dad
d. Give the lemonade away for free
7. Where is the Safe Refuge Area?
a. Hot Dog House
b. Old Man Jenkin's House
c. First Aid
d. The Fountain of Moderate Aging
True or False
8. Only use pre-sliced lemons when making lemonade.
a. True
b. False
9. FIFO is the process of using newer products before older ones.
a. True
b. False
Matching
10. Place the following steps in proper order.
a. Mix all the ingredients together.
b. Sqeeze lemon halves into water pitcher and place skin in pitcher.
c. Gather the ingredients.
d. Scoop sugar from bag into pitcher using plastic scoop.
____ ____ ____ ____
Confidential – This document contains legal information that Mom and Dad want to keep secret!
Rev. Date: 1/23/2017
Page 4 of 4