The Operations Manual originates from a decision made by EXCO to change operational control from an ad hoc scenario where different regions operated as isolated entities wrt creating their own templates and processes. EXCO’s goal was to develop one central National document for all Thorburn departments to use – this with the ultimate aim of proving that ;

WHAT WE SAY , WE DOCUMENT AND WE DO

In doing so, the end result is ;
• A standardised Operations Manual Nationally
• Standardised templates and documents
• Total compliance to ISO
• Total commitment by Management
• A happy client
None Negotiables
• No one may make any changes to the Manual or templates
• Total implementation of the Operations Manual procedures and documentation
• To only use the documentation, files and templates as taken up in this Manual
Contents of the Operations Manual

• Chapter 1 : Initiating a New Contract
• Chapter 2 : New Site Start-up Process
• Chapter 3 : Site Management
• Chapter 4 : Site Audits
• Chapter 5 : Health and Safety
• Chapter 6 : Human Resources
• Chapter 7 : Logistics
• Chapter 8 : Firearms
• Chapter 9 : K9 Operations

Quality Control
In order to develop ownership and ensure compliance to the process, all managers will forthwith be assessed online on all the above chapters per module to ensure that each individual has embraced this process and knows the manual and where to find what to ensure efficient service delivery to our clients.

Should one fail a module, that fail will be flagged and the individual given another chance to complete the specific module.

Note: Please take note that there may be more than one such online assessment per year.