How to Write Standard Operating Procedures?

There are pivotal features in any organization that distinguish success from failure. These include efficiency, consistency, and quality. Be it a small or big business, a corporation, or any other form of organization, it is crucial to ensure that things are done in a uniform and proper way to provide desirable results. And here, Standard Operating Procedures are indispensable. 

SOPs are a set of written, detailed instructions designed to guide employees through routine operations or tasks.

Consider a real example from the health sector to understand the critical role SOPs play. In 2012, a tragic error occurred at a Florida pharmacy that lacked clear and binding SOPs. A pharmacist prepared chemotherapy medication for a child but tragically mixed the dosage at ten times prescribed amount. This mistake cost the child their life.

It is evident today that proper SOPs could have prevented this. The pharmacy did not have a formal procedure in place for double-checking dosages, which ultimately led to this fatal mistake due to the absence of a standard process.

This incident is profoundly sad and underscores the importance of SOPs, particularly in high-stakes environments where even the slightest error can be deadly. SOPs act as safeguards for each step in a process and should be followed precisely, reducing the likelihood of human error and protecting both employees and clients from potential dangers. Whether in healthcare, manufacturing, or any other industry, SOPs are critical for day-to-day operations, ensuring consistency, safety, and quality.

What Is an SOP?

Standard operating procedures, or SOPs, are documents that contain a set of instructions on how to perform a task in a correct and safe way according to all the regulations. This type of technical documentation is equally important not only for new companies that are just establishing their processes but also for those who have been working for a long time. In the majority of spheres, it is vital to have standard guidelines telling employees how to work.
To understand the value of an SOP, let’s figure out what benefits it gives:

• Compliance with standards. All employees will have the same knowledge and use the same standards. That means a lot when we talk about the quality and efficiency of work and reduction of errors, and it contributes to the consistency of workflow in general.
• Safety. Instructions provide the safest ways of fulfilling tasks and, of course, producing safe products.
• Quick onboarding. Another question of great importance. Newbies need not only a tutor but a set of instructions as a source of information.
• Scheduling. You can specify when and what should be done to avoid slowing down the workflow pace.

Why are SOPs Important? Overview of Functions with Real-Life Cases

SOPs are at the core of success and stability for any organization. They describe how to execute tasks in a uniform, efficient, and safe manner. Below are some reasons, illustrated  with real-life examples, that explain why SOPs are important.

• Consistency and Quality Control. SOPs ensure that every process is carried out in the same way each time, resulting in consistent quality in products and services. For example, McDonald’s implements SOPs to ensure that a burger tastes the same whether it’s from New York or Tokyo. Detailed procedures for cooking, ingredient portions, and assembly keep quality consistent across the thousands of locations worldwide, thereby enhancing customer satisfaction and brand reputation.

• Onboarding and Training. SOPs are essential for training new employees and making them productive quickly. They reduce the learning curve and ensure consistency. A good example can be found in the medical field. A hospital establishes SOPs for training new nurses in patient intake, medication administration, and use of medical equipment. This ensures that all nurses are well-trained in executing the same practices, regardless of their experience level, reducing errors and delivering high-quality, standardized care.

• Compliance and Risk Management. SOPs help organizations comply with government regulations and other standards, reducing legal risks by ensuring safety. For instance, a pharmaceutical company follows SOPs to comply with FDA regulations for drug manufacturing. Each step is documented in these procedures to ensure safety and compliance, minimize contamination risks, and avoid legal penalties due to non-compliance.

• Efficiency and Productivity. SOPs streamline operations and eliminate ambiguity among staff, enabling them to work faster and with great confidence. Consider an example from e-commerce: a warehouse implements SOPs for order fulfillment, outlining the most efficient routes for picking products and how to pack orders. This enables workers to process orders quickly and accurately, improving productivity and allowing them to handle more orders.

• Business Continuity. SOPs ensure smooth operations even when critical personnel are unavailable, thus maintaining business stability. For example, a financial services firm utilizes SOPs for handling client accounts. If a senior advisor leaves, the transition of their clients to another advisor is seamless because detailed SOPs on communication and investment management prevent disruptions in service. 

• Accountability and Transparency. SOPs establish a clear framework of accountability. For instance, a factory might use SOPs to define roles and responsibilities throughout the production process. In the event of a defect, an SOP allows a manager to quickly identify who is responsible and address the issue effectively, thus enhancing product quality.

In brief, SOPs are some of the most important tools in maintaining high standards of quality, efficiency, and safety within an organization. By promoting consistency, supporting training, ensuring compliance, enhancing efficiency, guaranteeing business continuity, and fostering accountability, SOPs lay a strong foundation for an organization to achieve long-term success.

Writing an SOP: Best Practices

How do you write a useful SOP from scratch? It is not a difficult task if you follow simple steps. Actually, the same steps may help you update the existing SOPs. So, what you are to do:

• Define what processes need to be documented and how they are interrelated. Not all processes that take place in a company require being documented. Only the ones that have significance. And, if they are somehow connected, show it, including references or links to each other. This can help different departments cooperate more efficiently.
• Define the end result. You don’t need to specify all the details. It is just what you want to achieve and what problems you want to solve.
• Define the format. If you already have some SOPs, you can go on using the same format. If you work for a large international company, most probably you are to use ISO 9000. In other cases, you are to choose what is going to work better for your company and your workflow, and you are not obliged to use international standards. For small teams and processes that do not require details, you can use checklists. Some processes can be described well in the format of steps. And, of course, one can use flowcharts. They are great to demonstrate hierarchical structures and interrelations among the items.
• Define the end-users. That is an essential step in the process of document creation. It means the document should be focused on the specific duties and responsibilities of end-users. Understanding your target audience, you use the right terminology, give the right amount of information – no excessive explanations, and add corresponding visual content. Our post – Targeting of Technical Documentation will tell you more about that.
• Define the creators. To create a useful and informative SOP, a technical writer should consult with those who deal with the process described every day. It is better to attract experts from different levels. Those at higher levels are more concentrated on the purpose and are less likely to be involved in the process itself. Experts at lower levels are more involved in the routine. You are to find balance.
• Define the scope. You are to know exactly the beginning and the end of your procedure not to mix it up with other procedures and processes.
• Define the metrics. Metrics are used to measure the quality of the process. You can see if your SOP is efficient enough and if not – what are the weak points. You can measure time spent on completing a task or the amount of resources.

These are the essential preparation steps. Once you’ve completed them, you’re ready to move on to structuring your SOP. Let’s discuss that next.

What Should an SOP Contain?

The majority of SOPs contain the following structural and logical elements:

• Title page. It includes not only the name of the process or procedure but also the identification number, publication date, company’s or department’s name, authors’ names. Title pages are common for printed documentation. Online documentation doesn’t have a title page. In topic-based systems, like ClickHelp, for example, the first topic in the table of contents can be used as a title page.
• Table of contents (TOC). A TOC is necessary for substantial documents to help users navigate the content. However, if your SOP is a simple checklist, a TOC may not be needed.
• Introduction. This section provides a general description of the process and outlines the scope of the problems that the SOP is intended to address.
• Body.This is the main section of the SOP and includes detailed instructions and procedures. Additionally, it may contain clarification of terminology, safety warnings, equipment, supplies, and other relevant details.
• Attachments. Reference materials, notes, internal knowledge base articles, forms, contact information, etc.

Of course, this list may differ from document to document, but the core idea remains the same.

How to Choose the Best SOP Software

Choosing the right SOP software for your organization is crucial in establishing well-documented, easily accessible, and flexible procedures that can adapt as your needs evolve. With so many options available, the process may seem overwhelming, but by focusing on key factors aligned with your organizational goals, you can make an informed decision. The main factors to consider are listed below.

• User-Friendliness. Consider the usability of the software. It’s in your best interest to select a platform that is user-friendly and easy to navigate for all team members, regardless of their technical expertise. A user-friendly interface reduces the learning curve and ensures that everyone can create, access, and follow SOPs without extensive training.
• Collaboration Features. Another crucial area to assess is the software’s collaboration features. SOPs often require input from multiple departments or stakeholders. Therefore, it’s essential to choose software that facilitates real-time collaboration, allowing team members to contribute, review, and approve procedures efficiently. Equally important are strong version control features, which help track changes, revert to previous versions, and maintain a comprehensive revision history.
• Accessibility and Integration. Accessibility and integration capabilities are also key considerations when choosing SOP software. Opt for a cloud-based solution that allows users to log in and access documents from anywhere, enabling you to take your SOPs with you wherever they are needed. Additionally, the software should offer robust capabilities with your other tools, such as project management platforms, HR systems, or document storage solutions, to streamline workflows and improve productivity.
• Compliance and Security. If your industry is subject to specific regulations, such as FDA or ISO standards, choose software that allows you to incorporate compliance guidelines directly into your SOPs. Data security is equally important. Ensure that the software includes strong security measures, such as data encryption  and access control, to keep information secure and prevent unauthorized access.
• Scalability. As your organization grows, so will the diversity of your SOP needs. Therefore, it’s important to choose software that can scale with your business, offering advanced features like analytics, automated workflows, and reporting as your operations expand.
• Cost-Effectiveness. Finally, evaluate the software’s pricing model to ensure it fits within your budget. Be mindful of subscription fees, licensing costs, and potential add-ons or upgrades. While cost is an important factor, it should be balanced with the value the software provides in the long term. The right SOP software should save time, reduce errors, and enhance operational efficiency.

By considering these factors, you will be well-positioned to select SOP software that meets your current needs while also supporting organizational growth and operational goals. Properly selected software will be a critical tool in enforcing consistency across processes, ensuring compliance, and maintaining high-quality standards.

Most Popular SOP Tools

A number of tools have gained widespread use due to their robust features, user-friendliness, and effectiveness in streamlining organizational processes related to standard operating procedure (SOP) management and documentation. Below is an overview of some of the most popular SOP tools today:

ClickHelp

ClickHelp is a versatile documentation tool known for its focus on creating and managing user-friendly documentation. It supports a range of documentation needs, from SOPs to knowledge bases and help guides. ClickHelp offers features such as version control, collaborative editing, advanced search capabilities, AI, etc. Its cloud-based platform allows teams to work together efficiently, regardless of their location, and integrates well with various business tools to streamline workflows and improve productivity.

Process Street

Process Street is widely regarded as one of the most straightforward yet powerful SOP software options. It enables users to easily create and manage checklists, workflows, and procedures. The user-friendly interface, combined with robust collaboration features, allows teams to work on tasks in real-time, ensuring consistency and accuracy. Additionally, Process Street offers automation capabilities that save time by reducing repetitive tasks.

SweetProcess

SweetProcess is a custom-built tool for documenting and managing SOPs, particularly for small to medium-sized enterprises. Users can easily create step-by-step procedures and delegate tasks to team members. Its neat and simple design makes it user-friendly, even for those who aren’t tech-savvy. SweetProcess also includes version control and collaboration features, making it easier to keep SOPs current and accessible.

Tallyfy

Tallyfy focuses on process management and workflow automation, making it ideal for organizations that need more than just a document repository. With Tallyfy, workflows can be created, tracked, and optimized. It also integrates with other business tools like Slack, Salesforce, and Zapier. The graphical interface and real-time analytics help companies identify inefficiencies and bottlenecks in their processes.

Trainual

Trainual is an SOP and training software designed for businesses seeking to onboard and train employees effectively. It combines documentation with training modules, allowing businesses to create comprehensive guides for their teams. Trainual is particularly well-suited for organizations that are scaling rapidly, as it facilitates the standardization of processes, making it easy to replicate activities across departments.

Confluence

Developed by Atlassian, Confluence is a well-known collaboration tool that also functions effectively as an SOP documentation platform. It is especially beneficial for teams already using other Atlassian products, such as Jira, due to its seamless integration. Confluence offers robust search, versioning, and collaboration capabilities, enabling teams to create, share, and maintain SOPs in a centralized location.

Zoho Creator

Zoho Creator is a low-code application development platform that supports SOP management. It allows enterprises to create custom applications tailored to their business processes. With drag-and-drop features, Zoho Creator simplifies the construction of workflows and automation of tasks related to SOP management, without requiring in-depth coding knowledge. This flexibility makes it popular among organizations with unique or complex processes.

These tools have become popular because they cater to a broad array of organizational needs, from simple SOP documentation to sophisticated process management and automation. The right SOP tool for your organization will depend on your specific requirements, but any of the above options can provide a solid foundation for ensuring consistency, efficiency, and quality across all your operations.

Creating an SOP in ClickHelp

Among the various tools available for SOP creation and management, ClickHelp stands out as a robust cloud platform offering a comprehensive set of features. Designed to enhance the efficiency and effectiveness of internal documentation processes, ClickHelp provides several key benefits for creating and publishing SOPs. Here’s a closer look at the advantages of using ClickHelp for your SOP needs:

• Great environment for collaboration.Multiple authors can work on a document simultaneously and easily review it, leaving comments for one another. ClickHelp is a browser-based tool, so all team members share a common environment for their work. This setup ensures that updates are not missed, a common issue when multiple authors and experts are involved in the creation and review process. With ClickHelp, you won’t lose track of the latest version of a document.
• Ability to reuse content. When creating SOPs for various departments within a company, some information may be consistent across multiple documents. ClickHelp allows you to create reusable pieces of content, such as variables and snippets, which can save time and ensure consistency across documents.
• AI-powered assistance. ClickHelp offers AI features like Write Assist and Answer Genius, which help streamline content creation. Write Assist provides smart suggestions to enhance clarity and consistency, while Answer Genius helps users quickly find relevant information within the documentation. These AI tools boost productivity and improve the overall usability of your documentation by making it easier to navigate and ensuring that it is comprehensive and accurate.
• Analytics and reporting. It is not only about the readiness of the document but also about user feedback. They can vote if your SOP is useful and leave comments. It is an amazing opportunity to track soft spots and improve them.
• Support for interactive content. ClickHelp allows the use of infographics, videos, flowcharts, diagrams, and other interactive content. This enhances the effectiveness of the SOPs by making them more engaging and easier to understand. For more information on using such content effectively, you can refer to our articles: Using Diagrams in IT Documentation: Best Practices, Latest Tips on Using Video Content in Technical Documentation.
• Accessibility.Online documentation tools like ClickHelp make your SOPs available 24/7 from any location. Whether you’re using a laptop or smartphone, as long as you have an internet connection, you can access the documentation.

Conclusion

Documenting daily routines and other business processes ensures that your team always has a reliable source of information at hand. Even the most talented and experienced employees are more effective when they have comprehensive guidelines to follow. Many businesses, including laboratories, IT companies, HR departments, restaurants, and pharmaceutical companies, benefit from using standard operating procedure (SOP) templates. These templates make important information accessible to employees at any time and from any device.

Good luck with your technical writing!
ClickHelp Team
Author, host and deliver documentation across platforms and devices