Standard Operating Procedure Manual Examples
- Most people Create a Standard Operating Procedure Template in Microsoft Word, but you could also use OpenOffice or another word processor. Give it a common name like “SOP Template” for example. Download the MS Word file: “ Standard Operating Procedure Template “ we have created as a start to developing your own template for policies and procedures.
- This Standard Operating Procedures Manual aims to assist employers in accessing the services of the OHS and should be read in conjunction with the Occupational Health Guide for Boards of Management/ETBs and teacher/SNA Sick Leave circulars as appropriate.
The handbook is designed for daily use as a guide for nonprofit leaders and managers who are seeking to implement those plans and policies required to bring about the excellence or quality transformation within their organization and to develop their own policy and practices manual, to draft policy statements, update management procedures, and establish more effective management systems.
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If you want something done right, write a good Standard Operating Procedure, or SOP. A well-written standard operating procedure manual helps companies run efficiently and consistently by telling employees how important procedures are to be done correctly. Maintaining quality and consistency through easy-to-understand, step-by-step instructions also can provide benefits like increasing productivity, eliminating waste and reducing workplace injuries. An SOP manual can help businesses comply with regulations and improve training for employees as well.
Step 1: Choose Your SOPs
Identify procedures that should be standardized, like assembling parts for a product or handling a customer’s complaint. Focus each SOP on a single activity. Only write about procedures that you know how to do correctly. Or, find someone who is qualified so that they can show you how to do the procedures. Compile all of the information that will be needed.
Step 2: Prepare to Write
Give each SOP a meaningful title, like “How to Assemble Your Product” or “How to Handle a Customer Complaint.” Include SOP numbers or categories if needed, like “SOP - Production - Assembly” or “SOP - Customer Service - Handling Complaints.” This will allow you to group related procedures for employees. Draw rough flowcharts for processes to confirm that you have all of the information and that it is in the right order. Focus on the employee who will carry out the procedure when preparing your approach.
Step 3: Standardize Sections
Outline your SOPs. Each SOP should have the following sections:
- Header
- Purpose
- Scope
- References
- Definitions
- Responsibilities
- Procedure
- Appendices
- Revision History
- Approval Signatures
Step 4: Detail Procedures Step-by-Step
Break down each procedure step-by-step in the order they should be done. Start with the major steps, like “Get the Parts for the Product” or “Answer the Phone.” Then break them into smaller steps, like “Confirm that each part is correct,” or “Introduce yourself and thank the customer for calling.”
Step 5: Write Each SOP
Write simply. Use small words and short sentences. Put the main idea first. Follow up with details. Use action verbs and an active voice. Avoid ambiguity and confusion. Don’t use abbreviations, acronyms or jargon.
Step 6: Format SOPs Consistently
Each SOP should be written in the same font and font size. Break long paragraphs into short ones. Use bullet points instead of long sentences. Add visual aids like flowcharts. Highlight important information, such as using boldface type or italics.
Step 7: Assess the Effectiveness of Each SOP
Check SOPs for legibility, readability and comprehensibility.
Components Of Standard Operating Proced…
- Legibility: Is the type large enough and easy to read?
- Readability: Are the instructions simple? Or do the protocols have a preponderance of complex concepts and obtuse words?
- Comprehensibility: Does a reader learn what they need to know to do the procedure correctly?
Step 8: Review, Revise and Approve
Have employees who perform the procedures review the SOPs to confirm that they understand everything. Ask employees who are not familiar with the procedures to read the SOPs as well. A reader shouldn’t have to do the procedure to know how it’s done. Have each set of changes reviewed by the same readers until they are acceptable. Managers who will be responsible for ensuring that SOPs are followed should sign off on them before they are released.
In business, uniform systems work. Creating a Standard Operating Procedure manual ensures that every employee follows every step in a system in the same way, every single time.
Standard operating procedures promote uniformity across an organization and enable anyone – even those with hardly any experience – to follow guidelines that have been set forth to reach company goals. A standard operating procedure (SOP) manual for a call center outlines day-to-day operations so that qualified customer service representatives can be hired and employee training can go smoothly. Following these procedures – and revising when necessary – helps call centers strive for a good reputation in the customer service industry.
Human Resources
A call center's standard operating procedures includes protocols and standards for hiring and compensating employees. Provisions often include hiring agents, call center supervisors, managers and quality control individuals, among others. Call centers set ideal candidate profiles. For example, agents need to have average to above-average typing skills, interpersonal skills and computer skills. Supervisors should fit the profile of motivational leaders and organized individuals. Call centers may administer typing and keyboarding tests to make sure agents have the appropriate abilities. Compensation for agents, supervisors and call center employees depends on the specific type of call center; some call centers offer performance-based pay, commissions and even team-based bonus programs.
Training Programs
Call center agents typically go through training programs to prepare for entering a call center environment. Training programs often include computer-based training to learn specific software programs, simulated calls and customer service training. The standard operating procedure sets forth the requirements for each of these areas, stating the classroom- or training-hour requirement, learning objectives and whether agents need to pass a final test. It also outlines agent procedures, such as call scripts, call-handling procedures and customer management.
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Standard Operating Procedure Manual Examples
Quality Control
Call centers set quality control metrics and measure the performance of agents. Quality control agents or other human resource departments measure and interpret these performance standards, often listening to agents on live calls to assure quality. The standards and metrics call centers often use include factors like the average speed of answering calls, call handle time, average hold time for customers, customer satisfaction, call quality, number of calls in queue and abandonment rate. The standard operating procedures tell quality control agents how to measure these indicators and how statistics are to be evaluated. Procedures also document guidelines for notifying managers and leaders or creating action plans if performance falls below a certain level.
Software and Technology
The standard operating procedure addresses technologies used in the call center environment. Call centers need software to track the flow of calls and also specialized software to accomplish tasks for call center clients and/or customers. The operating manual states the type of software and technology important to the call center, such as automatic call distributors (ACD) to distribute calls to agents, call recording systems and interactive voice response (IVR) technology to handle routing of incoming calls. In addition, workforce management software helps call center supervisors and managers project call volume so that optimal agent scheduling can be achieved.