Standard Operating Procedures (SOPs)

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Intent of Session

• To understand Standard Operating Procedures

• To explain how these are put together

• To understand the opportunities to use them in the work environment

What are they?

• When we buy something like a mobile phone, there are usually two user documents:– A manual – 20 pages or more of detailed text– A ‘Quick Guide’ – normally one piece of paper with graphics

• We can consider the Standard Operating Procedure as our ‘manual’, and the One Point Lesson as the ‘Quick Guide’

• Standard Operating Procedure – detail on how the each step of the task is performed, used as a reference

Why use SOPs?

• A successful business needs committed workers who complete work procedures consistently and accurately

• It also requires all involved to contribute their experience, knowledge, and ideas to constant improvement for the future

• Standard operating procedures get everyone driving toward outstanding performance and success

• Well-written standard operating procedures provide direction, improve communication, reduce training time, and improve work consistency

SOP Use

A great example of where SOPs may have helped:

• An airline crew and technical contractors, taking delivery of a new passenger aircraft, chose to test the engines near a hangar

• As the aircraft neared take off power, alarms sounded. A member of the crew removed a ‘ground sense’ circuit breaker to silence the alarms

• The aircraft’s computer, thinking it was in the air, then automatically released the brakes (a safety feature to prevent landings with brakes on)

• The $200million aircraft hit a concrete wall at full power and was written off

Where are SOPs relevant?

• The SOP development process is an excellent way for managers, workers, and technical advisers to cooperate for everyone’s benefit

• Standard operating procedures used in combination with planned training and regular performance feedback lead to an effective and motivated workforce

• Managers and teams benefit from consistent work performance and predictable results

• They are required to comply with ISO standards

• They should be kept live and relevant to the what is actually going on in the workplace – updated where necessary

Identifying Opportunities for SOPs

Some clues that a Standard Operating Procedure is needed:

• Team is unable to complete a task because the individual with the knowledge is absent – why doesn’t everyone else know?

• Consistent delays or errors due to lack of what other team members would consider basic knowledge – how can we make sure everyone knows what to do?

• Frequent requests for the same set of information or training – do we need something people can refer to?

• ‘Near misses’ – narrowly avoided potential failures with product quality or safety – what is the best way to stop it happening for real?

About Standard Operating Procedures

• A written document or instruction detailing all the steps and activities of a process or procedure

• All quality impacting processes and procedures should be documented in Standard Operating Procedures (SOPs)

• • SOPs should form the basis for the routine training program of each

employee

• SOPs should be regularly updated to ensure compliance to the regulatory requirements and working practices

• Procedural changes or adjustments should be reflected by updates to the SOP

Definition of a ‘Standard’

A standard is the “best, safest, and easiest way to do a job or task which ensures consistent quality, cost and delivery to the customer”

• How can we ensure we achieve this consistently?• How can we identify and share best practice?• How can we ensure training is carried out

thoroughly?

Systems, Procedures and Steps

Management systems are made up of procedures, which in turn are made up of individual steps

System

Procedure Procedure Procedure Procedure

Steps Steps Steps Steps

Systems, Procedures and Steps

• Management systems are made up of work procedures. For example, before production can begin, the line must be correctly set up. After production, changeover and possibly cleaning will need to take place. These are examples of procedures that when put together make up the production management system

• Finally, steps are the smaller actions that when put together form a procedure. The small steps are where variation among different workers takes place if procedures are not standardised

• Managers can use standard operating procedures to help ensure everyone performs each procedure the same way every time

Formats for SOPs

• The goal is to create a document that is easy for the reader to understand and helpful for the work at hand

• Two factors determine what type of SOP to use – First, how many decisions will the user need to make during the procedure? – Second, how many steps and sub-steps are in the procedure?

Many Decisions ? More than 10 steps? Recommended SOP FormatNo No Simple Steps

No Yes Hierarchical or Graphic

Yes No Flowchart

Yes Yes Flowchart

SOP - Document Header

SOP Title VersionReason for Revision Revision Date

Prepared by Reviewed byAuthorised by Document Owner

SOP - Step Format

SOP - Graphic Format

SOP - Flowchart Format

Developing and Implementing SOP’s

1. Plan for Results – start with business goal in mind2. First Draft – select a format – there will be revisions – perfection

will come later3. Internal Review – ask each team member to review and comment

and revise the procedure if necessary4. External Review – do the same for your technical teams5. Testing – have someone perform each step exactly as in the

procedure, while the writer watches – revise anything that causes hesitation or confusion

6. Post – Make a final draft and post in workplaces and the central master SOP file

7. Train – train, or re-train everyone involved to follow the procedure

Effective Writing of SOPs

• SOP instructions should be easily understood by anyone using them.

• Which do we prefer?:– “Make sure that you clean out all of the old caps from the cap hopper

before you refill with new materials”– OR “Empty all old caps before adding new materials”

• Use abbreviations and acronyms sparingly. They may be easily understood by engineers or technical staff, but do the operators know them?

What If

• Without SOP’s we risk:– Tasks being performed inconsistently– Delays and errors through individuals not having the correct information

available– Inconsistencies in training– Heavy reliance on those with procedural knowledge

• With SOP’s we have:– The opportunity to share best practice knowledge– A proven method which everyone can follows– Training documents readily available– Knowledge available for everyone to use effectively