Process documentation is essential to performance in the workplace. If the steps of an activity or procedure aren’t written down, they probably aren’t being executed consistently. Employees can forget oral instructions, and without defined written processes they will simply do what they think is right. Consequently, organizations can experience delays, rework, and considerable quality issues. 

But when techniques are standardized and documented, employees have clear direction with which to perform their duties. Work variations can be minimized, and consistent process implementation promotes quality.

The need to maintain continuity also underscores the need for documented, controlled processes. Well-written procedures can serve as a training document during temporary or permanent personnel changes and reinforce proper new-hire performance.

To ensure quality operations, most organizations choose to develop standard operating procedures, or SOPs. SOPs are written, detailed instructions that typically document a routine or repetitive activity. They can be developed for a variety of activities (technical, administrative, and functional) and for a range of purposes (quality assurance, safety assurance, compliance verification, etc.)

Here are some important things to remember when creating or recreating standard operating procedures for your organization.

Get the right perspective. SOPs should be written by individuals who are knowledgeable with the activity. They should be experts in the subject and they must also have actually performed the work or the process being documented. A team approach can be useful for capturing all the relevant information.

Keep it simple and concise. SOPs should be written in a step-by-step, easy-to-read format, but with sufficient detail so that someone with limited experience or knowledge can successfully reproduce the activity. If not written correctly, they are of little value. Convey information clearly, removing any doubt as to what’s required.

Incorporate visuals. Use illustrations, flow charts, and diagrams to further illustrate the process being described.  For software-related tasks, annotated screen images are often very effective.

Include checklists. Many activities use checklists to ensure that each step is completed in the proper order and to document completed actions. Remember, a checklist is not the SOP, but it should be part of the SOP.

Test with outsiders. SOPs should be reviewed by individuals with appropriate training and validated by those with no experience before they are finalized.

Keep SOPs updated. SOPs should be regularly reviewed and updated whenever procedures change. Always communicate any changes, and keep current copies of SOPs accessible in the workplace and available to individuals as ready references.

Follow up frequently. Even the best-written SOPs will fail if they aren’t followed. The use of SOPs should be reviewed and reinforced by management.

Wipfli’s CPAs and consultants can help you look at various business options from a tax and business perspective. For more information, contact your nearest Wipfli office location.