Customer Manuals
Scope
Purpose: Every customer-facing document is kept in SharePoint and kept up to date. This process names who maintains each type of manual, so the current version is always easy to find. Published manual summaries also appear under Customer Manuals.
Owner: AM, as the designated Commercial Responsible for each customer.
Applies to: The designated Ethical Responsible, Technical Responsible, and Commercial Responsible for each customer, plus the technical teams.
Process
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Ethical Responsible — Keep the ethics updates current. Store each ethics update for the customer in SharePoint.
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Technical Responsible — Maintain the technical manuals. Keep each technical manual for the customer current in SharePoint.
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Commercial Responsible — Maintain the commercial, logistics, and finance manuals. The Commercial Responsible is also the CRM owner for that customer.
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Manual owner — Move old versions to the OLD folder. Each owner moves the superseded file to a folder labelled "OLD" when a new version arrives.
- Only the current version stays outside the OLD folder, so no one works from an old file.
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AM — Agree working methods with the technical team for each customer. Account managers and technical teams coordinate directly.
Workflow
Tutorial
This training video supports the Customer Manuals process. It does not replace the numbered steps.
Admins will add a Microsoft Stream or SharePoint watch URL when the tutorial for Customer Manuals is ready.
Exam
| Pass mark | Expected duration | Attempts |
|---|---|---|
| 80% | Admin will provide this soon | Admin will provide this soon |
The exam is not published yet. Admins will add it here when the assessment is ready.
Changelog
Changelog
| Date | Changed by | What changed |
|---|---|---|
| 2026-09-22 | Sales Team | Article added from SOP 2.0 Sales & Customer Development, section 2.5. |