SOP Madness!Business Pros Webinar

What is a SOP?“Standard Operating Procedure”

How can you identify an SOP?

• A standard operating procedure is:1. Repetitious: it’s done over and over2. Scalable: you can hire more people and they will pick it up easily3. Defined & Specific: you can write the steps down in order

Some examples…

• Opening the office in the morning

• Filing patient records

• Processing a new patient

• When someone walks in

• When the phone rings

Identify your highest-leverage SOP

What is the one SOP in your business that stands to impact your customer

experience most powerfully?

Refine it!

• A standard operating procedure is:1. Repetitious: it’s done over and over2. Scalable: you can hire more people and they will pick it up easily3. Defined & Specific: you can write the steps down in order

Refine it!

• Make it repeatable• Reduce the number of:

• Programs people need to use• Places people need to move to physically• Even keystrokes and mouse clicks!

• Enforce the repetition• Establish incentives & negative reinforcement (consequences of it not

happening)

Refine it!

• Make it scalable• Ensure that the results from one person are identical to the results

from the next person• All information used in the SOP must be objective• Set up employees’ surroundings to encourage the scaling of the

SOP• Set up other in-office protocols to work off of the one you’re focusing on• New Patient registrations & end-of-day emails

Refine it!

• Make it defined & specific• Record all steps of the SOP in a Word document• Make note of what tools to use at which step

• Take screenshots• Insert best-practices and shortcuts, if necessary

• (OPTIONAL) Track progress & results in Excel

You’re set!

Thanks!Business Pros Webinar