What is the purpose of SOP (Standard Operating Procedure)?
The full SOP should be internal, but depending on the contents some sections may include details that should be shared with clients. In order to develop and SOP for your company you should sit down with staff and co-workers to outline common situations you encounter and document the best way to deal with them. This way when they arise again, individuals unfamiliar with the situation will handle it the same way seasoned employees do. The consistency will provide better service to your clients, and the available directions make it easier for employees as well. Things you will want to include in your SOP: – SLA/ETA for completing tasks to provide clients with a consistent turn around time they can rely on. – Chain of command/responsibilities, who should handle what when x happens, and who to defer decisions to if an answer is not in the SOP and the manager is not available to make a decision.
