Would you fly on a plane knowing that the maintenance crew and pilots were “sort of” trained, didn’t use checklists, and were allowed to do things however they wanted? Would you want a surgeon operating on you who was “told” how to operate by someone a few years back but didn’t have a clear procedure in mind before you went under the knife? Probably not.
Yet, in many organizations, this is exactly what happens every day, with results ranging from inefficiency and lost profit to injury and even death. Recently, I’ve been working with several organizations that either lack Standard Operating Procedures (SOPs) or completely ignore existing ones because they’re outdated. When I suggest that SOPs and checklists are essential, I often get pushback like, “I’ve told my people what to do,” or “they’ve already been trained.” When asked why things still aren’t running smoothly, the answer is usually some version of, “I’ll remind them,” and the assumption is that the problem is resolved. Spoiler alert: It’s not.
If you have to repeatedly remind people what to do, or you think your employees are trained but they’re still not doing things correctly, there’s a problem. The first step in resolving it is creating SOPs. Here’s why:
1. SOPs Facilitate Communication
Well-written SOPs clearly communicate responsibilities to employees. They don’t have to rely on their memories or what they learned during their initial training. Everyone knows exactly what to do, every time.
2. SOPs Provide Consistency and Quality Control
SOPs ensure that no matter who is working or what day it is, tasks are performed consistently. They don’t hamstring employees or turn them into robots. Instead, they provide security because each employee knows what’s expected of them, rather than guessing daily.
3. SOPs Help Increase Productivity
Clear communication about expectations leads to higher productivity. SOPs save managers time by reducing the need for constant retraining and reminders, allowing everyone to focus on getting the job done efficiently.
4. SOPs Facilitate Cross-Training
In many organizations, certain tasks are performed only by specific employees. SOPs allow others to fill in when those key players are on vacation or out sick, ensuring continuity of operations.
5. SOPs Are Essential for Performance Evaluation
How can you hold employees accountable for tasks and processes that aren’t documented? Without SOPs, job performance becomes a matter of opinion. With SOPs, managers can clearly identify successes and communicate deficiencies during performance reviews.
6. SOPs Support Peer Accountability and Coaching
Documented procedures allow employees to coach each other on new processes, reducing the reliance on managers for training. They also give employees the grounds to correct peers when tasks aren’t performed correctly.
7. SOPs Create a Safer Work Environment
Clearly written SOPs, along with proper training, reduce the risk of accidents or injuries. They may also reduce legal liability if an incident occurs, as documented procedures show due diligence.
8. SOPs Motivate Staff to Do Things Right
Well-written SOPs outline not only the “how” but also the “why” of procedures. When employees understand the reasons behind tasks, they’re more likely to perform them correctly.
9. SOPs Enhance Organizational Efficiency
By reducing redundancy and streamlining processes, SOPs help eliminate wasted effort. Employees can focus on their tasks without having to navigate conflicting instructions or outdated practices.
10. SOPs Improve Customer Satisfaction
Consistency and quality control lead to better products and services. When customers know they can rely on your organization to deliver consistently, their satisfaction and loyalty increase.
Although SOPs may not be fun to write and can be time-consuming to create, the time spent is well worth it when you consider the cost of not having them versus the benefits they provide.
Amy Castro, MA, CSP, is a Performance Communication expert, speaker, author, and blogger of the Performance Communication Blog.
