Table of Content (Headers of Standard Operating Procedure( SOP ) Template): 

Purpose
Objective
Regulatory basis, reference documents
Responsibility and accountability
Related documents
Definitions
Procedure
Description of the Procedures and Processes
Attachments
SOP distribution
Health, safety and environmental considerations

How Do I Write a Standard Operations Procedures Manual?

by Kimberlee Leonard; Updated September 19, 2017

Related Articles
 1Create a Standard Operating Procedure
 2The Guidelines on Writing Procedure Manuals
 3Simple Example of Standard Operating Procedures
 4Standard Operating Procedures of Customer Service

A business or organization can more effectively facilitate training of new employees with the use of well-
written standard operations procedures. Beyond training, an SOP manual gives existing team members a
resource for less-frequently used procedures, ensuring procedures are done with the correct protocol,
maintaining quality control. Writing a standard operating procedures manual requires having a clear
understanding of the steps involved in any particular process.

Define Core Processes

Look at all of the core processes that your company has. Start to define which processes will be outlined and
mapped in the SOP maual. While you might not map every last process, it is important to establish the most
fundamental and important ones. For example, a restaurant might define core processes as to how a particular
signature dish is made. Just as important is the process for cleaning the restaurant. Create a list of your core
processes so you can integrate each one into the SOP manual after mapping it.

Map Each Process

Each process is defined by the steps needed to complete the process. Missing a step could mean a lost or
delayed order or a defective final product. Mapping is drawing out the workflow.

For example, say you are creating an SOP for the sales process of an internet inquiry. First, map how the lead
is initially contacted after requesting information: phone call, email or text. Map how many times your sales
team conducts follow-ups if the prospect can't be reached initially, with specific scripts for each contact. Map a
different script for when the prospect is reached, as well as a set of follow-ups depending on whether the
prospect buys your product or service or decides to hold off. Once mapped, write out the process in simple
steps.

Create Checklists and Forms

For any process, it is easier for team members to follow a form or checklist. Develop a comprehensive
template based on the mapped process. If you need to collect specific information at the client intake, make
sure the template has all required information laid out succinctly. Don't assume team members remember
everything in the SOP, especially when a client is sitting in front of them. Integrate the checklists and forms as
an addendum to your process map and steps.

Integrate Into an SOP Manual

Once you've mapped each process and created all supporting document templates, integrate them into a full
SOP manual. Organize the manual based on departments. For example, you might have "Sales," "Operations"
and Distribution" sections in the SOP manual. Each section would then be broken down further into the core
processes of that department, generally in the order each core process takes place in the overall delivery of
goods. In the "Distribution" section, you could have several core processes that include "Getting the Order,"
"Packaging for Delivery," "Shipping" and "Follow-Up."

Organize the SOP manual with a table of contents, and clearly list each procedure in a bold title header. You
might even include tabs for team members to easily flip through the manual, to help them locate pertinent
SOPs in their departments
 Standard Operating Procedures of Customer Service
by Patrick Gleeson, Ph. D.,; Updated June 30, 2018

Related Articles
 1How Do I Write a Standard Operations Procedures Manual?
 2Standard Operating Procedures for Sales
 3Simple Example of Standard Operating Procedures
 4Create a Standard Operating Procedure

Ultimately, every business succeeds or fails, according to how well it meets the needs of current and potential
customers. Meeting customer needs has many aspects, such as developing an attractive product line and
making customers aware of what your company offers. Nothing, however, is more important than developing
procedures that provide good customer service. One U.S. company that has developed a enviable reputation for
best customer service is Amazon. It has succeeded, first, by developing clear standard operating procedures for
customer service, and second, by ensuring that they are consistently carried out. Here is Amazon CEO Jeff
Bezos' take on some well-known customer service procedures:

Know Your Customer

Listening to your customer is an axiom of customer service. Really knowing who your customer is, though,
needs to be beyond fielding customer complaints or reading survey results. Jeff Bezos has made it mandatory
for every Amazon customer service manager to spend two days each year actually manning the phones at an
Amazon customer service call center to keep them immersed in customer service first hand, rather than simply
managing it.
Serve Your Customer's Needs

The Bezos version of another customer service SOP is "We start with what the customer needs and work
backward." It's easy for a large, successful company to develop a mindset where all the good ideas start within
the company. Bezos insists that it's the opposite -- everything begins with the customer and what she wants.
Apple is another company whose success is attributable, in part, to its focus on customers, rather than on
products. When other computer companies were slow to get into the smart phone business -– a different kind
of product in their opinion -– Apple recognized that, nevertheless, the potential computer customer also needed
a range of products, from iPads to iPhones. By 2016, iPhone sales accounted for more Apple sales than any
other product.

Never Settle for 99-Percent Customer Satisfaction

Many companies approach customer satisfaction statistically, aiming for "above average" customer satisfaction
metrics. Bezos sees it differently, and believes that the aim should always to achieve for 100-percent customer
satisfaction. To emphasize its importance, Bezos sometimes brings an empty chair to executive meetings,
explaining that it represents the customer. Nordstrom, another company that consistently ranks high in
customer satisfaction, has spent more on high-tech solutions to customer service than has most companies,
which has enabled Nordstrom to respond quickly to customer complaints and to provide time-sensitive
remedies.

Respect Today's Customer

Another Bezos observation that emphasizes the importance of satisfying the customer is that “_If you make
customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on
the internet, they can each tell 6,000.”_ Some companies seem not to notice or to care that they're frequently
dinged on the internet by customers dissatisfied with "automated support hell" or for outsourcing customer
service to low-wage countries where English is a second language. Amazon has made a point of keeping most
of its service centers in the U.S. and for those that are not in the U.S., requiring fluent English. Every Amazon
customer service call is followed up with an email asking how well the customer's issues were satisfied. If the
customer's response doesn't show complete satisfaction, an Amazon customer support rep will follow up by
email or by phone until the problem is fully resolved.
Other Axioms of Good Customer Support

Some other axioms of good customer support are:

 Be patient. Too often when speaking to a customer service rep you can feel their impatience level rising.
The unspoken message is: "Just go away." One customer support specialist noted that it is important for
service reps to slow down and listen. Rather than immediately focusing on solving the problem, focus first on
what the customer is saying.
 Make sure your support reps really know the products. If your customer support reps don't inspire
confidence, their solutions become irrelevant.
 Use positive language. When your customer service rep seems genuinely happy with her job and happy to
be able to help you, it makes you feel good about the company and its products.
 Be cheery to grumpy customers. Some customers might not ever be satisfied. The customer service rep
needs to respond to grumpiness with good cheer. Call it "acting," but it works.
  Remain calm. Similarly, some customers may be so agitated by the time they reach customer support that
the service rep similarly agitated. The solution -- although sometimes difficult to achieve --  is simple: above
all, remain calm.
 Be a closer. Closing is often associated with sales, but every customer support interface needs to end with a
closing, as well: as one support specialist put it, every support call needs to end with the customer's "confirmed
satisfaction."  
 Venture away from the script. When every customer support interaction ends with the rep asking, "And
have I given you excellent customer support and service today?" the meaning gradually goes away. Encourage
support reps to use their imagination; instead of reading the script, make it a real conversation.

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Administrative Procedures
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An administrative procedures binder is also commonly referred to as an:
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Administrative Procedures Toolkit – File

Contents
When you purchase the Administrative Procedures Toolkit Template Package, you’ll
receive a checklist of ideas to help you get started documenting procedures for each
section. You also receive a zip file of more than 80 templates, handouts, checklists,
sample procedures, and more! The Administrative Procedures Toolkit OneNote Edition
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moment you open the OneNote package file. Some of the files contained in both
versions include:
 Binder Cover – two options
 Binder Spine – two options
 Table of Contents and Tabbed Section Dividers
 Cover Letter – How to Use This Binder
 Sample Handwritten Procedure
 Sample Typed Procedure
 You’ll breathe easier during absences and enhance
productivity and customer service for your company
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General Information
 Admin Job Description Sample
 Weekly Team Schedule
 Out of Office Procedures Sample
 Receptionist Daily Weekly Tasks Sample

Accounting Information
 Mailing Bills and Filing Statements Sample
 Travel Expense Reimbursement Forms Process Sample
 Petty Cash Tracker

Facilities Information
 Building and Maintenance Requests
 Kitchen Office Upkeep Sample
 Memo – Office Cleaning Sample
 Memo – Recycling Program Sample

HR Information
 Emergency Contact Information
 New Hire Checklist
 Termination Checklist
 New Employee Office Supply Checklist
 Time Card Submission Process Sample

Mail Information
 FedEx Form Documentation Sample
 How to Mail or Ship Materials Sample

Meeting/Events Information
 Agenda Template for Site Visits
 Meeting and Visit Planning Form
 Meeting Agenda for Internal Meetings
 Meeting Planning Form for Outlook Calendar Use
 Name Tents – two versions
 Partner/Customer Visit Checklist Sample
 Partner Visit Email Template
 Tradeshow Expenses Tracker
 Tradeshow Options Research Form
 Visitor Welcome Sign Sample

Office Machines Information

 Copier Service Information Sample
 How to Print Labels Sample
 LCD Projector Checkout Log

Office Supplies Information

 Ordering Office Supplies Sample

Phones Information
 Phone User Guide Sample

Travel Information
 Travel Profile Template
 Travel Arrangements Checklist
 Travel Itinerary Template

Forms Information
 Corporate Membership Tracker
 Fax Cover Sheet
 Letterhead Electronic
 Notary Log

Other Procedures Information

 Marketing Dept. PowerPoint Template Use Instructions Sales Process Workflow
Sample
 Business Card Order Form
 Shirt Ordering Process Sample
 Out of Office Sign

Bonus Items
 “Getting Started” Training Course and Handout
 Procedures Documentation Template – two versions
 Job Responsibilities Tracking Template

What is the Administrative Procedures Toolkit

OneNote Edition?
It is a digital procedures notebook that allows you to create tabs for each section of your
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installed.
Why do I need the Administrative Procedures Toolkit
OneNote Edition?
In case of an emergency or disaster response, you need a backup plan. Some
situations warrant having your procedures in print so you can physically refer to them if
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from anywhere and any device at a moment’s notice. So you need a print and digital
version of your procedures for optimal business continuity and disaster preparedness.
What if I don’t have or know how to use OneNote?
OneNote is a free program you can download from Microsoft at OneNote.com. It
integrates with the Microsoft Office Suite and uses similar functionality so it is quick and
easy to learn. It comes with a sample notebook and tutorial videos to help you get
started quickly. Plus, we offer a two-part training series called “Get Organized With
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