SOP & DOCUMENTATION

As the tired old saying goes, there are tons of moving parts in a business or organization of any size.

Often, the difference between a productive, successful business and a not-so-successful one is whether or not these myriad “parts” are moving in concert with one another. This can be the difference between a finely-tuned machine and one that regularly breaks down—and eventually falls apart.

For your organization to run like such a finely-tuned machine (and to avoid falling apart at the seams), your team members need to be on the same page at all times—both literally and figuratively.

This is where a standard operating procedure or SOP comes into play.

In this article, we're going to cover:

• What an SOP is
• Benefits of having standard operating procedures
• Guidelines for writing and developing effective standard operating procedures
• Popular standard operating procedure formats
• Challenges of developing standard operating procedures
• Example use cases of SOPs by industry
• Standard operating procedures examples and templates
• Key Takeaways/TLDR
• Why you should consider a knowledge base for your SOPs

What is a Standard Operating Procedure?

A standard operating procedure (SOP) provides clear-cut directions and detailed instructions needed to perform a specific task or operation consistently and efficiently. Often seen in a myriad of industries, SOPs aim to achieve uniformity in execution, reduce miscommunication, and adhere to regulatory standards.

Note that an SOP is much more involved than a simple procedural document. While a process document offers an overarching view of a process, an SOP delivers an in-depth, ground-level perspective, describing the exact steps for the successful execution of a task. Think of it this way: a process document sketches the journey from "Point A" to "Point B," but an SOP offers a detailed map to navigate this journey successfully. 

An SOP goes beyond being just a procedural document; it serves as a reference guide for problem-solving, a tool for ensuring safety, and a mechanism for standardizing performances across the organization.

Purpose of Standard Operating Procedures

The fundamental purpose of an SOP is to provide clear and concise instructions for the consistent execution of routine operations within an organization. By offering a step-by-step guide on how tasks should be carried out, SOPs aim to ensure that work is performed consistently, efficiently, and safely, regardless of who is performing the task. Moreover, they serve as a key tool for companies to comply with industry regulations and standards, reducing the risk of errors and deviations.

Why Are Standard Operating Procedures Important?

The value of standard operating procedures extends beyond their fundamental purpose of ensuring consistency and reducing miscommunication. They serve as a blueprint for success by helping organizations standardize their internal processes and progress in a unified, cohesive manner.

Imagine the consequences of not having SOPs in place - it would leave too much up to chance. Without them, there's no guarantee that best practices would be followed consistently, that team members would remain in sync, or that the organization would continue to operate optimally.

Standard operating procedures are, therefore, crucial in maintaining the operational integrity of an organization. They play a vital role in setting clear expectations, ensuring quality and efficiency, and keeping all team members aligned towards the common goals of the organization. They serve as the backbone of any successful organization and are vital for long-term growth and sustainability.

Benefits of Implementing Standard Operating Procedures

Let's take a closer look into the specific benefits that SOPs bring to an organization.

How to Write an Effective Standard Operating Procedure

Alright, we've tackled the basics: we understand what a standard operating procedure (SOP) is and why they can be such a game changer when effectively creating and implementing them. 

Are you ready for the next step? Let's dive in and uncover how to write an SOP that your team will actually want to use.

Below are the general steps to take when writing a standard operating procedure.

1. Determining Your Goals for Creating an SOP
2. Determine the Stakeholders and Creators
3. Define the End-User
4. Determine the Scope and Format of the SOP
5. Gather All Information
6. What Should Be Included in Your SOP
7. Review the Written Document
8. Train Your End-Users
9. Test and Tweak the SOP in Practice
10. Implement SOP—and Revisit Regularly

Now, let's dive deeper into the actual process of crafting effective standard operating procedures. The steps we discuss below are based on our extensive experience and proven success in developing SOPs here at World Visa Pro. Our goal is to share our best practices with you, so that you too can create and implement SOPs that streamline your operations and promote efficiency in your organization.

1. Define Your Objectives for Creating an SOP

Before the pen hits the paper, or fingers touch the keyboard, you should have a clear-cut answer to the question of why you're creating this document. It's like preparing for a road trip; you need to know your destination before you can plan your route.

Let's explore some questions to help shape your mission:

• How can SOP documentation amp up efficiency and teamwork among your employees?
• What does customer service look like when everyone sticks to an SOP?
• How will implementing an SOP boost the company's bottom line?

Next, identify any hiccups in your current workflow. That way, you can zero in on how your team can boost productivity with an SOP in place.

Action Step: Set up a meeting with your team to brainstorm and finalize your SOP objectives. Make them SMART goals, and you're off to a great start!

(Here's a pro-tip: Consider utilizing robust knowledge base software at this stage—and throughout the entire process—it can take your team's productivity up a notch.)

2. Determine the Stakeholders and Creators

Assemble your A-team: Drawing from our experience in developing SOPs, it's essential to involve all personnel who will be engaging in or affected by the SOP in the document's development process.

• C-level executives – the big guns, focused on crafting lean operations and achieving high-level business goals.
• Management leaders – the tacticians, who develop best practices and put together a plan for SOP implementation.
• Ground-level employees – the foot soldiers, who can judge the feasibility of the SOP in terms of logistics and resource consumption.

Action Step: List down all the possible stakeholders for your SOP, along with their respective roles.

Don't forget that the voice of your customers also matters. SOPs might mainly address internal processes, but these operations can profoundly impact the customer experience. So, keep your audience in mind, and let’s design an SOP that hits two birds with one stone: streamline internal processes and create a memorable experience for your clients.

3. Define the End-User

Who will be using the SOP? While a variety of individuals may be involved in the creation of SOP, the actual content of the SOP will invariably be followed by a select set of individuals or departments.

(For example, in defining an SOP for the handling of customer service requests, your customer service reps would be the key individuals responsible for following the SOP.)

That's why it’s important that you know who will actually be engaging in the procedures in question, as this will enable you to create the SOP document with these individuals in mind. The idea here is to be able to create the document in such a way as to be useful to those who will actually implement the procedures defined within said document.

This means:

• Remaining laser-focused on the actual duties of the end-user
• Using the correct language and terminology, as expected by the end-user
• Explaining certain terminology as needed, while not over-explaining processes and terms that are second-nature to the end-user

But, before you can make any of this happen, you need to have a clear idea of who within your organization your SOP is being created for.

4. Determine the Scope and Format of the SOP

Determining the scope of an SOP involves considering who will be using the SOP (which we discussed in the previous step) as well as what equipment or materials are needed, and any other relevant factors that may affect the task or process described in the standard operating procedure.

In terms of format a standard operating procedure typically takes on one of the following formats:

• Step-by-step written list
• Hierarchical list
• Flowchart
• Simple checklist
• Video
• Interactive course

Depending on the procedures being documented, you’ll want to determine which of these formats will be most effective in communicating the desired information.

The best course of action here is to go with the simplest format necessary for the circumstance at hand. If there’s no need to include an additional explanation or potential contingencies, a step-by-step list may be sufficient; if each step in the process can potentially lead to multiple outcomes, a flowchart is likely necessary.

5. Gather All Information

OK, so you've determined why you need to create the standard operating procedure as well as know who you're creating it for. You even know who will be responsible for writing the standard operating procedure. The only thing left before writing the SOP is to gather the necessary information which includes:

• Research the task or process: Look for relevant information about the task or process that the SOP will cover. This may include industry guidelines, best practices, and any relevant policies or procedures. 
• Consult subject matter experts: Seek input from individuals who have expertise in the task or process that the SOP will cover. These individuals may be able to provide valuable insights and information that will help you create a more comprehensive and accurate SOP. 
• Review existing policies and procedures: If there are any existing policies or procedures that relate to the task or process described in the SOP, be sure to review them and incorporate any relevant information into the SOP. 
• Observe the task or process: If possible, observe the task or process being performed to get a better understanding of the steps involved and any challenges or issues that may arise.

6. Outline the SOP Document—and Begin Writing It

Once you know what your goals are for creating SOP, who will be involved in creating it, and the best format to use, you can begin planning out the document as a whole.

Here, we’ll discuss the various parts of a complete standard operating procedure document, explaining what information should be included in each.

(Note: One thing to keep in mind as you write your SOP is to use clear, concise language and formatting. Avoid using jargon or complex language, and use bullet points or numbered lists to make the SOP easy to read and follow. When possible, use active voice instead of passive voice to make the instructions more clear and more direct).

Title Page

The title page of your standard operating procedure should contain identifying information regarding the document, including:

• The SOP being documented
• The document’s unique identification number
• The date of creation and/or editing of the document
• The department or professional title of the entity who will implement the SOP
• The names and titles of the individuals who created the document

Table of Contents

If necessary, you can include a table of contents after the title page of your SOP, as this will help those who use the document find the information they’re seeking with relative ease.

This may only be necessary if the SOP document is longer than a page or two. Basically, if the end-user is able to quickly and easily find the information they need without a table of contents, you likely don’t need to include it in the document.

Preparatory Information

As we’ve discussed, certain information will need to be laid out in full in order for your team to be able to adhere to the SOP to be described momentarily.

This preliminary information includes:

• SOP Purpose: Here, you’ll explain your team’s rationale for creating the SOP document. This means explaining the high-level and “on-the-ground” impact you hope the SOP to have on your organization, as well as the actual standards to be met by implementing the SOP.
• Roles and Responsibilities: In this section, you’ll identify the specific employees or stakeholders to be involved in a given process. Moreover, you’ll also define the capacity of these individuals within your organization, as well as the role they play in the SOP in question.
• Resources and Materials: The individuals responsible for completing the procedure will likely need to use a variety of tools, technology, and other materials throughout the process. Here, you’ll define what these resources are, and any other necessary information about them (e.g., where to find them within your facilities, how to store them properly, and how and when to request maintenance if need be).
• Cautions, Warnings, and Other Hazard-Related Info: If any safety precautions exist with regard to the aforementioned resources, or to the overall procedure in question, it’s imperative that you lay them out clearly, here. This information should also be present within the SOP documentation to follow, with clear indicators of how to find more information if needed.

Methodology and Procedures

This section is, of course, the most important part of the overall SOP document, as it’s where you’ll describe the actual operating procedures to be followed at all times when completing a certain task.

Using the chosen format, your task here will be to write detailed, step-by-step instructions for the end-user to follow at every touchpoint. In more simplified cases, these steps will be sequential; in others, the process may involve sub-steps, recursive processes, decision trees, and the like.

As we’ve discussed, it’s essential to be as detailed and clear as necessary throughout this section of the SOP. The goal is to use as specific language as is needed to communicate instructions in full—and to minimize any ambiguity that may exist within said instructions.

(To that point, it’s worth noting that you only need to be specific enough for the intended audience to understand the instructions in question. In other words, there’s no need to be specific to the point of being pedantic; make your instructions clear, and then allow the end-user to get to work.)

Depending on the procedure in question, you’ll also want to include any diagrams, illustrations, or other imagery that may supplement your written documentation. In fact, it may be more effective and efficient to use such illustrations in certain circumstances where the written word simply doesn’t suffice.

Quality Control and Assurance

It’s essential that your team members are able to assess their performance with regard to SOP on a case-by-case basis and at specifically-defined intervals over time.

In this section, then, you’ll want to include documentation that allows them to do so. This may include:

• Anecdotes illustrating best practices with regard to a specific procedure
• Rubrics or similar means of measuring performance
• Samples (real or simulated) of past performance evaluations

While the “meat” of your SOP should be as detailed as possible, this section will ensure that your team members continue to adhere to SOP to the best of their abilities—and are also able to identify areas in which they may need to make improvements moving forward.

References and Glossary

You’ll likely refer to a variety of terms, resources, and other documents throughout a given SOP that may require further explanation.

In this section, you’ll be able to either provide this explanation in the necessary detail, or point your audience toward additional resources or documentation for further explanation. This will allow you to maintain a singular focus within the current SOP document, while also providing the opportunity for the end-user to dig deeper into a given topic should they need to do so.

7.  Proofread, Test, and Revise: The Iterative Process

An SOP, like any masterpiece, isn't usually perfect in its first draft. Imagine if J.K. Rowling had published the first draft of Harry Potter. Would it have become the phenomenon it is today? Probably not.

Proofreading, testing, and revising are all essential steps to creating an effective SOP. Involve your team in this step, because a different set of eyes can catch issues you might have missed.

Action Step: Create a test group within your team to implement the SOP in a controlled environment. Gather their feedback, make necessary revisions, and repeat the process until you have an SOP that works seamlessly.

8. Train Your End-Users

No matter how experienced or specialized your current team members are, they will need to be trained (and/or retrained) as to the new SOP to be implemented.

This, of course, can be a sensitive area—especially for long-time employees who are used to going about tasks in a certain manner, and who may not yet see the benefits of making the necessary improvements. 

For this reason, it’s vital that these SOP training sessions occur in a relaxed, no-risk atmosphere. Your team needs to have full confidence that this isn’t a “gotcha”-type ordeal; rather, it’s to better enable them to put their best foot forward, and to be as productive as possible in their contractual duties.

As we’ll discuss in the following sections, you’ll also want to point out to your team that this training isn’t just a one-off thing—it’s an ongoing process. This will reinforce the idea that the new SOP is and will be the new way of doing things, and will not be put to the backburner after the novelty of the new process wears off.

That said, the idea of training your team with regard to new SOP deals only in part with the actual procedures in question, while focusing more on instilling in your team a growth mindset. 

9. Leverage Standard Operating Procedure Software

Utilizing SOP software can significantly simplify the process of creating, managing, and distributing SOPs. With built-in features for easy formatting, revision tracking, approval workflows, and centralized access, it's an invaluable tool for SOP management.

Action Item: Research and choose an SOP software that fits your organization's needs. Provide necessary training to your team for its effective usage.

10. Implement SOP—Revisit Regularly and Update as Needed

The “final” stage of the process is, of course, to implement the new SOP in full.

We put the word “final” in quotation marks because, again, what’s considered “best practices” in a given scenario is constantly in flux. To be sure, what works best today may be a rather inefficient way to go about doing things mere months from now.

This is why it’s important to instill a growth mindset in your team: They need to understand that the new processes are not set in stone, and will evolve over time as the need arises.

Not only do they need to understand this—they also need to be a part of it. As your team continues to adhere to the new SOP, they should regularly take note of any positive or negative experiences they have along the way. Basically, this means noticing areas of improvement, as well as areas in which more improvements need to be made.

In addition to any “on-the-fly” noticing, your team should also meet regularly to discuss further plans for moving forward. Typically, this will mean amending the SOP in relatively minor ways—but could also involve rebuilding the entire document from scratch, if need be.

It’s also important to consider any external factors that may require your team to revisit the SOP. These factors include legislative changes, technological advancements, and/or shifts in consumer needs.

In solidifying an effective and efficient SOP you allow your team to be as productive as possible given your organization’s current overall circumstances—while keeping the door open to make improvements to your processes as these circumstances change.

Finally, be sure to review and update the SOP as necessary to ensure that it remains accurate and effective.