“SOP” stands for “standard operating procedure.” An SOP outlines detailed instructions and best practices for performing a specific business function, such as customer service or marketing.
Standard operating procedures help improve organization, consistency, and accuracy across the organization. As your business grows, SOPs also help maintain the work culture and customer experience across different branches of your company. These documents improve delegation and employee onboarding.
If you don’t have an SOP in place for any part of your business, it’s time to create your first one. Here’s how.
How to create an SOP
Most standard operating procedures begin by identifying a business need. Maybe you’re expanding your customer service team and need an SOP for when to escalate or resolve a customer concern. Or, maybe a new restaurant is opening and needs an SOP for opening and closing procedures. SOPs are ideal for:
- Tasks that are standard, routine, and require repeated instructions.
- Tasks that fall under a specific or complex regulation.
- Tasks that are complex or that only one or two people know how to complete.
- Emergency protocols.
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Bear in mind your audience as you write your SOP. Who will use this document—all employees, your vendors, or a specific team within the business? Assign a specific person to be the owner of the SOP, responsible for both maintaining the document and overseeing its implementation.
Now, you’re ready to write your standard operating procedure.
How to choose the right format for your SOP
SOPs can be written in different formats, and not every format is suitable for the process you wish to lay out. “I've found that a basic step-by-step list works perfectly for straightforward tasks, while I save flowcharts for processes with multiple decision points,” wrote Shadrack Wanjohi, a Content Marketer at HubSpot.
There are dozens of free and paid templates online from which you can build your document. Here are a few formats to consider and when to use them:
- Step-by-step list: Use for simple, straightforward tasks.
- Hierarchical list: Use for complicated tasks with multiple decision points.
- Flowchart: Use for processes that could have multiple outcomes.
- Checklist: Use for repeat tasks that need to be completed consistently.
- Video or interactive: Use for detailed training, such as onboarding or HR training.
When choosing a format, the simpler the better. You may need to try a few templates before finding the most straightforward format for your SOP.
I've found that a basic step-by-step list works perfectly for straightforward tasks, while I save flowcharts for processes with multiple decision points.Shadrack Wanjohi, Content Marketer at HubSpot
What should be included in your SOP?
The most effective standard operating procedures capture an existing workflow that needs to happen in your business, as well as industry best practices. Do your homework. “Research the process intensely, including best practices, industry guidelines, and other helpful procedures. You may consult subject matter experts or observe the task as it’s performed to gather data,” wrote Adobe.
As needed, include sections for team member roles and responsibilities, equipment lists, safety checks, and troubleshooting. Define any industry terms that might be obscure for the audience. An SOP should always be written so that a reader who has never performed the task can do so successfully.
Test your SOP by inviting someone new to complete the procedure only using your document. If they get stuck or need to ask questions, go back and revise until everything is crystal clear.
How to keep SOPs updated and relevant as your business grows
An SOP is a living document and should be regularly reviewed to make sure it’s still relevant. Update your SOP when you add a new tool or software, if a regulation changes, or when a workflow changes. Most experts recommend reviewing an SOP every six to 12 months. You may also want to design training to make sure the knowledge preserved in the SOP is continuous. That way, when employees retire or move on to new opportunities, your business retains its expertise.
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