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processes, and procedures. Policies are at the top of the hierarchy. Programs are optional.
So several programs can support each policy, and several processes can support each
program. At the most detailed level, several procedures, which are step-by-step
instructions, can support each process. All four content types are implemented as XML
documents. They’re described below and shown in Illustration 4.
• Policies are directives, usually fairly brief, that state that JetBlue shall do x, y, and z.
• Programs, which are optional, specify the rules of engagement and the tools for
implementing policies.
• Processes specify the who, what, when, and where for a program to work. Program
documents are implemented as summaries and bullet points.
• Procedures are the step-by-step instructions for processes.
“Every document has an owner,” Chris Beckmann explains. “Our document hierarchy
reflects the hierarchy of our organization. Corporate owns policies, SVPs, VP, or
Directors own programs, Directors or Managers own processes, and Managers or
Supervisors own procedures.
“Further, we designed a naming system that enforces the relationships of the hierarchy,”
continues Chris Beckmann. “Document names take the form:
policy_program_process_procedure
For example, within Flight Operations, a policy would be named FLT01. That policy’s
programs would be named FLT01_01, FLT01_02, and so on. One of the program’s
procedures would be named FLT01_02_01, FLT01_02_02, and so you. You get the
picture.”
This approach to naming makes it easier for SME document owners to organize and
create documents, for Corporate Publications to manage the repository, and easier for the
FAA to regulate and oversee JetBlue’s operational management systems. Significantly,
the hierarchical naming makes it easier for Crewmembers, the users of the documents, to
find the content that describes the work that they have to perform and for new
Crewmembers to learn their jobs and see how their jobs fit within JetBlue’s mission.
A Hierarchy of
Policies,
Programs,
Processes, and
Procedures
BlueGuru
20 Patricia Seybold Group © 2009
A Pyramid of Policies, Programs, Procedures, and Processes
© 2009 JetBlue Airways Corporation
Illustration 4. This illustration shows the hierarchy or pyramid of documents in the BlueGuru repository, their
owners, and the format of their names.
Chris and his team designed and developed a set of templates to help SMEs create
documents. “We have a template for each type of document in our repository,” he
explains. “The home page on the Content Manager (SharePoint) site presents a list of
templates. Authors select the template for the type of document that they want to create.
Their selection then displays a form that guides them through specifying the metadata for
the document.” The metadata properties for procedure documents are listed below.
Illustration 5 shows this form for an example of a procedure document.
• Content Number
• Initiator (Regulatory or JetBlue Best Practices)
• Viewing Restrictions
• FAA Classification
• Stations
• Departments
• Issue Date
• Effective Date
• Expiration Date
• Standards Compliances
• Review Schedule
• Classroom, Online, or On the Job Training
• Required Qualifications or Certifications
• Records Produced
Template-Based
Content Creation
JetBlue’s Content Management and Publishing System
Patricia Seybold Group © 2009 21
Template-Based Metadata
© 2009 JetBlue Airways Corporation
Illustration 5. This illustration shows the form into which document authors enter values for a document’s
metadata. The forms are document-type specific. BlueGuru displays this for when content authors select a
template.
Chris explains, “The metadata inherits downward through the hierarchy of policies,
programs, processes, and procedures. So, for example, the processes that fall under a
program are assigned the metadata of the program and of the policy to which the program
belongs. Also, each piece of content addresses the ATOS safety attributes, whether the
information is metadata or information that is embedded in the content itself. For
example, we would include the number of the actual ATOS SAI number in the metadata,
but include Authority, Responsibility, Interface, Control, and Process Measurement
information in the actual content itself.”
“Our Content Editing application is a Web-based toolset with a tabbed display. The tabs
　
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