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The teacher explained that we needed to describe a process or skill that others may not know how to do. I chose to write about programming a simple four-beat pattern into a Roland TR-505 drum machine, using clear explanations and step-by-step procedures. That sounded simple enough—all I had to do was write some clear explanations and step-by-step procedures again, right? A process usually works at a higher level while a standard operating procedure takes the elements of a high-level process and adds more detail, specific assignments, and workflows to conform with company or industry standards. There are no standard drum sounds that you have to use to create a beat. All you need is a step-by-step process describing how to select a time signature, a tempo, and the specific sounds you want to use and how to arrange those sounds in a pattern that sounds good to you. This basic process leaves it up to you to unleash your own creativity. In addition, you would include more detailed steps and information such as who, when, and where. Here are a few reasons you may need an SOP: The SOP could include: But there are some steps you can follow that will help you to organize your thoughts and plan the most effective path to standardizing your procedures. For example, if you are writing a document that describes the procedures for closing a restaurant each night, the goal is to secure the building until the prep crew arrives in the morning. As you define your goals, ask whether an SOP document is needed for that particular goal. Or, see if an SOP has already been created to accomplish the goal and maybe you just need to review it and looks for ways to improve it. You can simply refer to those documents as templates for preferred formatting guidelines. In addition to safety guidelines and other mandatory documentation, this type of format is generally a simple numbered or bulleted list with short, simple sentences that are clear and easy for the reader to follow.
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This is usually a bulleted or numbered list of main steps followed by a set of specific substeps. This is a good choice when the results are not always predictable. See our examples that could be included as part of an SOP on qualifying and processing sales leads. These are the people who you are going to ask to adhere to the SOP, so you want to be sure that it makes sense to them and that all the necessary tasks are included. Determine whether it is sufficient to reference those other procedures or if you need to add them to the current standard operating procedure document. Maybe you need a flowchart or a map to clearly define dependencies and responsible parties. Consider these questions: Are they already familiar with the organization and the procedures. Do they already know the terminology. Have they become complacent and need a refresher. You need to write to your audience’s knowledge level—dumb it down too much or make it too complicated, and you’ll lose them. Maybe your audience does not natively speak your language. If that is the case, you may want to use more pictures than words. When bringing on new employees, your SOP documents need to be very detailed and training-oriented. You want to ensure consistent outcomes regardless of who is performing a task. Will multiple people in different roles across multiple organizations be reading the document. If so, you may want to write the procedures in a way that clearly defines who, or what role, performs each task. This helps your audience understand where they each fit into the process and why their particular part is important. The table of contents allows easy access to specific areas of the document. This section could also include: You can include standards, regulatory requirements, roles and responsibilities, and inputs and outputs. Discuss decisions that need to be made, possible blockers, safety considerations, and any other “what if” scenarios that may arise.
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These warnings should be listed in a separate section, and they should accompany applicable steps within the process. Have them note grammatical and technical errors. Diagram a flowchart, swimlane, or a business process model to help you visualize and document your processes. Using visualizations can help you more easily understand the procedure’s flows than a written checklist or paragraph. With this intuitive, cloud-based solution, anyone can learn to work visually and collaborate in real time while building flowcharts, mockups, UML diagrams, and more. Soon to be by Smartsheet.We provide free, easy-to-use Word and PowerPoint SOP templates, along with a checklist to prepare for and write SOPs. SOPs are particularly important for complex tasks that must conform to regulatory standards. SOPs are also critical to ensuring efficient effort with little variation and high quality in output. He defines SOPs as “the best agreed way of documenting the carrying out of a task.” They come from somewhere, and it’s essential that their place in the system be identified. To a large extent, SOPs are the foundation of a company’s operations: If you have no SOPs or inadequate SOPs, your company’s processes are impaired; impaired processes lead to the inadequate execution of policies and so on,” says Cox. Defined procedures apply in almost all fields, including agriculture, manufacturing, insurance, finance, and more. Standard operating procedures often fulfill voluntary best practices of standards like OSHA Voluntary Protection Programs (VPP), Information Technology Infrastructure Library ( ITIL ), Six Sigma, International Financial Reporting Standards (IFRS), GAAP (Generally Accepted Accounting Practices), and ISO 9001. SOPs help team members work toward common goals. Managers, team members, and consultants can come together to build processes and document those processes. SOPs, in conjunction with regular training and feedback, guide teams to success.
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In these and other areas, SOPs bolster processes that require triage, segregation of origins, or tracking of cause and effects. In clinical settings, well-prepared SOPs can save an organization from FDA warnings and Form 483 sanctions. The international quality standard ISO 9001 requires companies to document manufacturing processes that can affect the quality of output. We should not be training new employees based on our own idiosyncrasies.” According to Cox, machine-focused enterprises have less variation than human-focused tasks, such as in the insurance or banking industry, where processes center on manual effort, customer service, and human interaction. SOPs can help companies create consistency within procedures. But the things that are tricky and that you do infrequently may require work instructions. For things that you do infrequently, you may have to retrain every six months or so. When deciding what to add to an SOP, think about how often you do something, how difficult is it, how critical is it, and whether skipping this step leaves you open to problems,” says Cox. They don’t understand that SOPs can be used to audit the process, to look at standards as training tools that ensure recruits are working in the correct way, or even just to guarantee uniformity in the way they conduct business.” People think an SOP is something you write and store on a shelf. Then they act surprised when they make mistakes.” And it was really awkward. The woman giving feedback was embarrassed. She had red ears, a red throat. But she did a great job of giving feedback,” he says. In either case, creating SOPs involves more than just sitting down to write instructions. To write a useful SOP, it helps to have at least a basic understanding of the topic. However, you will also want to get input from others on the processes and on your written drafts. Here’s a step-by-step method to develop standard operating procedures.
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If you are a manager, you may consider with your employees what processes need documentation, then compare lists with other managers to prioritize work. Chuck Cox emphasizes that the needs of the organization must inform the format and there’s no one formatting solution for all enterprises. Consider whether you require a formal package with metadata, such as approval signatures and references, or whether a simple checklist will suffice. A workflow diagram may be an excellent way to provide an overview of detailed processes. You may also find workflow sketches helpful while you capture the information. If necessary, create a template before writing begins or download one of our free, customizable standard operating procedures templates. Are you documenting a new process or updating and improving upon an existing SOP and process. Whether you’re creating new SOPs or updating existing documents, Cox suggests that you need to confront both de facto and formal SOPs. De facto processes and documentation include what people have always done, along with what they have never analyzed and formally documented. “Whether management likes it or not, there’s a bunch of de facto SOPs floating around, and the insidious thing is that these docs aren’t organized. Someone could be working based on one SOP during the day shift and another during the night shift. If you formalize and get everyone to agree on the best way to do the job, you cut down on sources of variability in ways of doing things,” Cox explains. He says that often teams have never discussed their processes and metrics of output: “Surface and standardize those SOPs according to a format that everyone is amenable to. Make this a team job — you can’t force process on people.” Although you may be tasked to write SOPs, you likely won’t have detailed knowledge and experience with every process. Instead, consult the people who perform the processes every day.
Documentation that you can use as foundation material may already exist, but SMEs and frontline employees are usually your best sources of content. When you include employees, you also empower them by helping them contribute to the processes and documentation used by the entire organization. In addition, as a manager, think twice about tasking external consultants with writing SOPs. Some pundits suggest that SOPs written in-house by colleagues garner more respect than instructions written by outsiders. Plus, working to create documentation can foster the team spirit that is vital for any endeavor. Documenting your processes is always advisable, but documents help no one if they are hidden or lost. Determine how you will store the documents for easy access by the people who need them every day. Printed sheets in binders may be a good option, or you can choose a digital document management system that everyone can easily access and read, whether onsite or offsite. Decide for whom or what you are creating documentation (i.e., tasks, departments, teams, or roles). In addition, determine the limits of the processes you will document. Consider the background of your SOP users. A short procedure may work for those who know the process well; others may need detailed work instructions. Also take into account your audience's language abilities — employees with limited English skills may be better served with graphics and photographs. Whatever template you choose, think of it as an outline; as you research procedures, you can add details without worrying about the structure of your document. For ideas, see the format and template sections in this article. Ask people who perform the tasks daily, those with different levels of knowledge, and those with no knowledge of the tasks to follow your procedures while performing those tasks. The amount of testing you conduct depends on the time and employees you can spare, as well as on the criticality of the process.
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Ensure that your documents make sense. “I’ve written numerous things in the past as a younger engineer, and I’ve gone back to my instructions and even I can’t follow them!” laughs Johnston. To understand whether your SOPs serve their purpose, define metrics for them. As Cox says, “If you can’t measure it, you can’t manage it.” Build metrics into the procedures. For example, as an instruction, “Heat water” is vague. But when you say, “Heat water until thermometer reads 150 degrees,” the instruction is measurable. Large organizations, especially those that operate under regulatory or other standards, may require official approval and signoff for SOPs. Document reviews may include the quality assurance team and senior staff. Some standards, such as ISO 9001, require regular internal audits. Even if you don’t follow formal standards, now is the time to establish a review and update your schedule for processes and documentation to ensure that your SOPs adhere to the latest regulatory and internal practice regimens. Organizations should review documents at least once a year. Determine now who has oversight responsibilities for the SOPs. With your formal SOPs in place, look at what could go wrong. “Look at where you are at risk. Which processes have the greatest chance of producing defects. Which production process for an item or service is most likely to injure the end customer and involve the organization in a lawsuit. Work on minimizing those risks. Next, work on the ones that will have a financial impact,” says Cox. “Now, with your formalized processes, you may see risks you couldn’t conceive of,” he adds. To keep track of changes and the location of your documents, decide on a document control process. A version control program can help with tracking document revisions and archiving old versions.
Before you share the new or updated SOPs, reflect on your purpose for creating the documents: If you are attempting to standardize behavior or if process updates will result from improvements or regulatory changes, employees probably need training to reinforce the new procedures. When selecting an SOP format, consider why you are creating the documents: Are they for regulatory compliance or strictly for internal use. There’s no right or wrong SOP format. Use what suits your documentation needs. Your organization may already have SOP templates, or you can find templates online that match your purpose and industry. (To download free, customizable SOP template examples, see the link above to “Free Standard Operating Procedures Templates.”) For example, packing instructions for workers in a book warehouse probably differ from those used by an FDA-compliant snack producer. It is crucial to clearly distinguish and label sections to help readers find what they need when they need it. After all, they may most want instructions when they are most agitated by a problem. There are four structural approaches to creating an SOP format: You can print a task list, store it online, or publish it in any format that is repeatable, reusable, or otherwise serves the team. Checklists are particularly powerful when they include measurable results. A simple checklist is a quick way to capture a process without taking on the burden of creating a full manual, especially if you are experimenting with processes that are not yet entrenched. Checklists may be good for small teams and for procedures with few or no decision points. They are also powerful documents for those who are unfamiliar with processes or for processes that require precise adherence to instructions. When a process includes more decision points, a detailed hierarchical checklist works well. Hierarchical checklists record main processes and the details of subprocesses.
For formal documents in which processes may be audited, consider adding distinct, high-level steps that explain the process. As necessary, break high-level steps into individuals tasks that include separate sections for notes on equipment or other information. This way, you can avoid adding information that may obfuscate the processes. Flow charts also supply context for detailed steps in a procedure. Flow charts are well suited to processes with many decision points. More complex versions include swimlane diagrams, referred to as SIPOC (or COPIS) diagrams. Use these for suppliers, inputs, processes, outputs, and customers. Simple sequential steps are ordered, numbered step-by-step instructions for simple tasks that have a limited number of possible outcomes. Often, this information appears in the header and should include the following details:Some designs include page numbers and other meta information in the footer. For PDFs or online documents, hyperlinked tables of contents are essential for taking users directly to the desired information. It can also be helpful to describe what is out of scope for the document. Clearly mark each section so that readers who need specific information can easily find it.List full titles and document numbers, as applicable. You may add workflow diagrams here. This signature block often appears on the cover or on one of the first few pages of the document. For more details on signature blocks, see the link above to “Free Standard Operating Procedures Templates.” The following free, downloadable templates are also customizable for your organization’s needs. The template includes spaces for two images and a short paragraph or a few bullets for each slide in the deck. You’ll also find additional spaces for author name, date, slide number, and slide title.
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In addition to the meta information, such as author, SOP title, date, SOP number, and issue, this template provides a small space to describe the context of the procedure and a large space to fill with steps. As Johnston says of both templates, “They look pretty basic — until they’re populated!” This document control SOP template helps you decide what documents to control, as well as how to format, name, number, store, and archive them. This template includes space for discussing who is responsible for document control and for updating the document control SOP. In addition to identifying the SOP and describing its purpose, this template provides space to list reference documents, necessary supplies and equipment, troubleshooting information, quality control details, and an SOP distribution list. That way, people can get trained and refer to the documents with consistent expectations. Reduce text and increase pictures and graphic; add videos, if necessary. Whatever it takes to move from the world of de facto SOPs or de facto work instructions, do it.” If people could get away from worrying about the style of writing and incorporate a few more images, rather than adding endless sentences, we’d probably get a lot more SOPs, written a lot more quickly,” Johnston emphasizes. In reality, there may be 15 steps across a process that you need to capture. People glibly move past them, so it’s crucial to understand all the steps in a process. You need to capture all that,” Johnston says. Here are some important elements to keep in mind: Explain what needs to happen in processes and workflows using these cues:What tools do they use. How often do they perform the steps? Here are some SOP writing samples:If the process is simple, routine, and well-known, don’t create a procedure. If the process is a complex one that you perform twice a year, you need a procedure. One caveat is to avoid creating a procedure if you know the process will soon change.
SOPs need enough detail (and no more) to ensure consistent performance. In addition, flow charts, graphs, photos, drawings, and even video can break up long blocks of text. Work instructions may consist mainly of graphics. However, remember to balance visuals with the need to describe methodologies, required tools, and health and safety warnings. Images alone may not be enough. Use lists and bullets. Break up long chunks of text with graphics, charts, or pictures that contribute to the user’s understanding of the process. People will adhere to processes when documents are easy to find and read. For further information on this topic, see this article on business process modeling and notation (BPMN). Companies often adapt this notation system to their own needs, but if you’re a small shop, BPMN may be more horsepower than you require. Your approach to writing and formatting a document that complies with regulatory requirements likely differs from your plan for a document used by employees on a packaging line. Thick manuals full of obscure terminology were once staples of engineering and manufacturing environments. Although formal layouts may be necessary for certain standards, such as the FDA, that doesn’t mean procedures and work instructions can’t feature simple language and user-friendly design. Whether you are an enthusiastic or reluctant procedure writer, do not underestimate the amount of time you need to document procedures. Follow these steps for clear and effective writing: For example, to boil water, follow these steps: A manual can be as simple as a collection of Microsoft Word documents that you organize into a master document or a traditional binder with pages. “The operations manual provides a handbook for how the business operates day to day,” explains Johnston. If the documents are not well executed, the information will be difficult to access or understand.
Then people will start making up their own approaches, which leads to needless increases in variability and a decline in quality.” Some fields, such as ITIL, have special names for their SOP manual. In ITIL, they refer to the SOP manual as a run book. You need a clear understanding of the operating environment before designing the documents system,” Cox emphasizes. Johnston cautions against orphans (i.e., pages and procedures that lack linkage to the rest of the document system). Users can stumble across content by accident. “Good linkage is like having a compass. Anywhere you’re dropped, you can find your way back,” he says. We build procedures from steps, which are the aspect of processes where individuals can introduce variation. Documentation is never a substitute for training. You update processes and procedures less easily and, therefore, less frequently than other documents. In the construction industry in many parts of the world, a work method statement appears as a procedure that describes the safest way to perform a task or use equipment. A safe work procedure details processes where a severe problem may occur if users do not follow strict procedures. In addition to word descriptions, pictures of the state of controls (such as switches, screens, and dials) convey information quickly. When writing work instructions and checklists, be sure to include labels and annotations that explain pictures. If your SOPs are numbered or labeled, you can refer to the appropriate SOP in the map. For example, if a piece of equipment requires a calibration procedure, you can refer to the procedure in your map, together with any related SOPs. A map may work instead of or in tandem with a large manual that includes all SOPs. Online documentation makes it easy to link maps and diverse documents. Alternatively, a skills matrix can correlate skills and competencies with the SOPs that describe how to complete that process or task.
The primary aim is to help in the understanding, development, deployment, and tracking of people and their skills. That way, when technical questions arise, the manager will know who is the in-house expert. In addition, if a team member calls in sick or goes on holiday, the manager will be able to identify capable individuals to perform specific tasks. That way, when someone starts, they can learn the correct way to do things and be judged against that standard; they can know who to ask questions, and we can have effective members of staff that we can track,” he recommends. Procedures are step-by-step descriptions, whether predominantly text or graphics. SOPs also help you achieve the following: Giles Johnston encourages people to build references to SOPs into business activities: “Learn to tie SOPs to your meetings, not necessarily to training. Usually, some element of an SOP pertains to your meeting and should be reflected particularly in your process meetings to guide people’s thinking. Instead of the SOP being separate from and adjacent to what you’re doing, it’s actually synonymous with what you’re doing.” Senior managers were each given a separate SOP and four minutes to present a precis on how the SOP applied to the meeting. “It was fascinating what people brought back to the table, what they either hadn’t realized or had forgotten,” says Johnston. After the company updated its SOPs with enough imagery and clearer articulation and added a skills matrix, new employees became effective in about four hours. You usually assign sequential numbers to the steps in a procedure (which may also contain substeps). In general, instructional procedures should contain no more than seven steps. Below, we use the example of a procedure for washing dishes in an industrial dishwasher: Scrub resistant particles with the steel wool located in the upper-right corner of the sink. Place bowls and cups face down. Press Start and Fill simultaneously.
When the water starts running, remove your finger from the Start button, but continue to press Fill until the thermometer needle sits in the middle of the yellow zone. The dishwasher stops automatically when done. Use caution when opening the doors, as steam may escape and dishes may be hot. Procedures include any documents that describe how to perform an action, whether in words or pictures, in print or online. Standard operating procedures describe the recurring tasks in a quality operation. Written SOPs reduce errors by detailing the required manner for performing a task. When you update processes and training plans, you should also update the SOPs. When you follow this method, SOPs become a means for notifying employees of process changes. SOPs may be essential for processes that are critical to quality (CTQ). Software can help. Business process management software, for example, allows you to store procedures online and track usage from one view. The following are some of the different products you can use to create, review, update, and publish your documents: The 1856 train disaster in Pennsylvania occurred when railway engineers in two trains approaching an intersection acted on conflicting interpretations of the rules of the road. The public remonstrations led to the standardization of procedures and what we now know as SOPs. The dramatic example set by the accident showed that unconsidered processes and informal communication cause problems. The example also illustrated how step-by-step procedures clarify processes. But these leaders also recognize that achieving these goals requires the right tools. Over 80,000 brands and millions of information workers trust Smartsheet as the best way to plan, capture, manage, automate, and report on work. Achieve faster progress by creating automated approval requests and automated update requests that are triggered based on preset rules.
Use Smartsheet to automate and streamline the following processes: time card tracking, sales discounts, procurement, HR hiring, content, and more. Plus, Smartsheet integrates with the tools you already use, to seamlessly connect your efforts across applications. Who needs to do them. What are the best ways to approach these tasks? The creation of processes and workflows will define the way in which your day to day activities function. The simple definition provided by IBM for standard operating procedures is: And that’s what we’re going to give you. The international standard you probably use if you work in a large company is ISO 9000, or some variant of that. Here’s a structure template for writing a single procedure which has all the benefits of being compliant to top international standards for big businesses while also being simple, easy to edit, and collaborative. A solopreneur might want something a little different, and as good as the ISO method is for documenting SOP s, it has limitations in regards to how actionable it is. We’ll look to improve on that with the use of tools and tech! Then each section will be presented individually in full. The image below shows broadly how standard operating procedure documentation is presented. Two birds, one business process management system. If you work for a large multi-national you’ll need to have standard operating procedures which adhere to the company’s internal policies and standardizations. If you’re a solopreneur, you may want to have a much simpler layout of your SOPs for your own reference. This kind of approach has benefits for the solopreneur, or small teams, who don’t require detailed instructions. This flexibility can aid startups who are trying new things on a regular basis. If the detail is not recorded then optimization and improvement are harder to attain. This checklist should record as much detail in the process as possible.