In the 2021 Focus on Fresh session “How to Write Standard Operating Procedures (SOPs),” Arianna Téllez León — trainer at ZingTrain — presented the components for writing effective SOPs. A standard operating procedure is a method of performing a process that is agreed upon and documented. Téllez León shared why SOPs are helpful and the recipe for writing them effectively. ZingTrain has found that having clearly defined systems helps save time and mental energy. They also help set clear expectations for everyone on a team, making it easy for staff to deliver excellent results.
The internal reasons for having SOPs can include improving productivity, providing effective training, consistency, sharing knowledge or a best practice, succession planning, and preventing job creep. Téllez León acknowledged that writing SOPs can be difficult and take time, but the benefits of having them — reduced stress and enhanced ability to deliver great service to customers and co-workers — are worth the effort. At Zingerman’s, SOPs are a common language. They’ve discovered that as staff become familiar with SOPs, it’s easier to communicate with each other and make changes that improve performance and sales. Getting others on board with documenting and using SOPs is key to their success.
Téllez León pointed out that not all tasks need an SOP. She explained an objective process, one that is measurable, qualifies for documentation. She also noted that not all SOPs are step-by-step processes. An SOP can be a checklist, form, QR code, shadow board, visual poster, photograph or video. If you are wondering where to start with SOPs, begin with everyday tasks, tasks that cause a degree of stress or confusion, or things with which only a few staff are familiar.
Ingredients for an Effective SOP
When you are ready to write your own SOPs, you can use the recipe Téllez León outlined with the ingredients for an effective SOP:
- Any existing documents
- A partner
- Uninterrupted time to focus and repeat steps
- Scope of the task (where it starts and ends)
- Pencil and notecards
- A vision for who is served by the document (you or a new person)
Once you have your ingredients, follow these steps to complete the process:
Step 1: Read any existing documents and repeat the operation several times before writing down any new steps.
Step 2: Ask your partner to perform the task while you write down the steps.
Step 3: Make sure the steps are accurate by switching between you and your partner and talking through the actions.
Step 4: Check for consistency by inviting a third person to use the SOP and provide feedback on the steps.
You can find more tips for creating SOPs by watching the full recording of the presentation on Co+op U.
