Creating standard operating procedures for your business is all about systematizing and documenting its processes. This should be done for all processes possible in all functions of your business. The basics of your SOPs should be in place before your business begins its operations, though you’ll be updating them as your business evolves.

To create your SOPs, start by considering the key areas in which you need them.

Production and Operations

The steps in producing your products or implementing your services should be outlined in detail in your SOPs. Be sure to include maintenance and inspection of all equipment and tools used. Your standard operating procedures should also include managing files, data, and any other information you use.

Human Resources

Hiring and managing employees is an area in which detailed SOPs are essential. Start by outlining your recruiting procedures. Include the process of writing and posting ads, contacting applicants, and setting up interviews. Orientation and training of new hires, including manuals and other materials they will receive, should be standardized. Create clear guidelines for performance evaluation, employee conflicts, and corrective action.

Communications

You need SOPs for handling communications in your office or other workplaces. This includes things like answering and directing calls, sending interoffice memos, sending and managing emails, and handling client and customer data within the company.

Marketing and Sales

Marketing and sales are your business's external communications. This area includes press releases, social media, advertisements, communication with the press, and online marketing. It also includes talking with customers or clients about your products or services; things like preparing sales quotes and proposals, negotiating and following up. Who handles what, information that must be communicated, and how marketing and sales are tracked should certainly be included in your SOPs.

Customer Service

Customer service is another key area that needs to be standardized to ensure that customers are treated fairly. You may choose to include in your standard operating procedures things like response time to inquiries, delivery time and method of services or products, warranties, returns, and refunds, dealing with customer complaints, and reputation management.

Financial Operations

All financial processes should be included in your standard operating procedures. This includes taking payments, billing, collections, invoices, and tax information. Financial SOPs are especially important because lenders will look at this information when considering your company for loans. SOPs will also make filing taxes much easier.

Legal Operations

Your legal SOPs guarantee that your company is operating fully within the law. One major consideration to include here is privacy. Outline what information you collect, what you share and with whom, how it is kept private, and measures you take to ensure this privacy. Accessibility is another key area. These SOPs ensure that your company is compliant with laws such as access requirements for the disabled and disaster preparedness.

Computers and IT

Standard operating procedures that mandate how computers are used in your company and how its system is kept secure should also be included. Create clear guidelines regarding how employees can use the Internet.

Finally, you should have a system for ensuring that your SOPs are being followed. SOPs don't help if no one actually reads them. Put a system in place to ensure that your SOPs are being read, and conduct regular audits and reviews to make improvements to them.

Identifying Key Areas That Need Standard Operating Procedures

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