Version X.

X: MMM DD, YYYY

Standard Operating Procedure

<SOP Name>

Prepared for
<Client Name - Domain>

Prepared by
<Colleague Name >
Revision History
Ver. No. Date Description of Revision(s) Name Approved By
X.X DD-MMM-YY

Document Approval and Sign-Off

The following persons have authorized the release of this Standard Operating Procedure:
CAUTION
Any edits or revisions to this document require authorization from the persons specified below, prior to
distribution or use.

Name Role Initials for Sign-Off

Contents

Revision History ..................................................................................... 2

Document Approval and Sign-Off ........................................................................... 2
Introduction............................................................................................ 4
Document Structure and Conventions ................................................... 5
Conventions ............................................................................................................. 5
Procedure Structure ................................................................................................ 5
Process Information ............................................................................... 6
Process Overview — <Process Name>.................................................................. 6
Scope ....................................................................................................................6
Inputs ....................................................................................................................6
Outputs ..................................................................................................................6
Authorized Submitters.............................................................................................7
eService Related Topics .........................................................................................7
Controls.................................................................................................................... 7
Process Escalations ................................................................................................ 7
Assumptions ............................................................................................................ 8
Service Expectations ............................................................................................... 8
Exclusions................................................................................................................ 8
Process Impact and Hand-off involved ................................................................... 8
Process Flow.........................................................................................11
Step by step Procedure .........................................................................11
Process Audit Procedure ......................................................................11
Audit Procedure ..................................................................................................... 11
Critical to Quality (CTQ) Checklist ........................................................................ 11
Appendix 1. Process Scenario .............................................................12
Scenario 1 - <Brief Name of the Scenario> .......................................................... 12
Scenario 2 - <Brief Name of the Scenario> .......................................................... 12
Scenario 3 - <Brief Name of the Scenario> .......................................................... 12
Appendix 2. Glossary of Terms ............................................................13
Appendix 3. Reference Document ........................................................14
 Introduction
< > provides <Service provided> services for <Client name>. The contract includes ….

This SOP addresses the <Process Name>.

Internal to Wipro
 Document Structure and Conventions
The content of the majority of Standard Operating Procedures (SOPs) may be divided simply and
logically by three main levels of heading, which are visibly different, to impart hierarchical context clearly.
A complex SOP may be divided into Procedures, Tasks and Steps.
If appropriate, an appendix may be included, either as a final chapter (named Appendix), or as a Part
(named Appendices and containing chapters named Appendix A, B, C, and so on), according to what is
most logical and user-friendly.

Conventions
The following paragraph conventions are used in this document:
This type of paragraph contains important information that must be observed and is essential to
success. It also describes consequences of failing to observe such information.

IMPORTANT
This type of paragraph contains information that is important to consider, but does not have serious
consequences.

Note: This type of paragraph provides additional, helpful information, but is not essential.

 This type of paragraph provides information about a separate document or information source, where further
information can be found.

Procedure Structure
The procedure description is divided into numbered Tasks, divided into numbered Steps, which may then
be divided into alphabetical sub-steps.
It is essential that the procedure is performed in sequence, according to Task, Step and sub-step. Any
deviation, such as skipping of tasks, is not permitted, except where indicated, otherwise failure of the
procedure may result.

Internal to Wipro
 Process Information
The following process information provides the associate with the knowledge and context in which this
SOP functions.
Process information defined in this SOP includes:
■ Process Overview—description of the entire process.
■ Assumptions—essential assumptions that are prerequisites for performing the procedure.
■ Service expectations—internal and client standards, policies and practices.
■ Tools—required inputs and systems/applications used when completing procedural steps.
The Process Information should be understood by the associate prior to completion of any procedural
steps (described later in this document).

Process Overview — <Process Name>

 <Process Overview>

Scope
<Process Scope>

Inputs
These are the incoming items that initiate < > workflow:

Item Type Source/Path Explanation Timeline

Outputs
The resulting outputs of < > workflow:

Item Type Source/Path Explanation

Internal to Wipro
 Authorized Submitters

Form Name Submitter Name Submitter Role

eService Related Topics

Process LOV

Controls
Listed below are the controls utilized for the process:

Control Area/Objective Control Activities Comments

<<Control 1: XXX>>
<<Control Description:>> 1. Control Activity 1 Comment 1
2. Control Activity 2
Comment 2
3. Control Activity 3

Process Escalations
In case of any issues, please reach out to below contacts:

Contact Person
Issue Description Email Id. Contact No.
Name

Internal to Wipro
 Assumptions
<Assumptions/Expectation>

Service Expectations
The following contractually-obligated service level agreement, performance expectations (non-
contractual), and business rule information define the parameters in which the associate must operate
when performing procedural steps.
Full understanding of these expectations by the associate is necessary to support successful, accurate,
and quality process execution.
■ Service Level Agreement (SLA)—Client contractual obligation. Commonly referred to as:
 Key Performance Indicator (KPI)
 Reporting Service Level (RSL)
 Critical Service Level (CSL)
 Key Measurement (KM)
■ Performance Expectations—Internal standards that do not have corresponding performance
guarantees or penalties.
Commonly referred to as:
 Turnaround Time (TAT)
 Internal Service Level Agreement (SLA)
■ Business Rules—Internal and/or client policy/rules that govern the process or even the
procedure (SOP).

TYPE DELIVERABLE/REQUIREMENT

SLA

Performance
Expectations

Business
Rules

Exclusions
<Document Exclusions>

Process Impact and Hand-off involved

Process Impact information:

Internal to Wipro
 Impact Description Yes/No Comments
Pay Impacting
Potential Data Privacy
Multiple Employee Impacting
Regulatory/Statutory impacting
Other

Process Hand-off information:

 List down different party/team involved in process hand-off

Internal to Wipro
 Tools: Used to Perform This Procedure
The following systems, applications or inputs will be accessed or used by the employee when completing
tasks and detailed procedure steps described in this SOP.

The processor must complete applicable prerequisite training for all systems and applications
listed, prior to using them.

Tool Procedural Use

Internal to Wipro
 Process Flow
This process flow describes the overview of process.
(Please insert Level1 process map which describe the process at high level)

Sample process flow

Step by step Procedure

This procedure gives an overview and business rules:-

Process Audit Procedure

Audit Procedure
<Audit Process>

Critical to Quality (CTQ) Checklist

Below field will be verified during audit process.

Field Name Field Description Fatal/Non-fatal

Internal to Wipro
 Appendix 1. Process Scenario

Scenario 1 - <Brief Name of the Scenario>

<Scenario Description>

Example: SR# or Doc#

Scenario 2 - <Brief Name of the Scenario>

<Scenario Description>

Example: SR# or Doc#

Scenario 3 - <Brief Name of the Scenario>

<Scenario Description>

End of Appendix 1

Internal to Wipro
 Appendix 2. Glossary of Terms

Term or Phrase Definition

End of Appendix 2

Internal to Wipro
 Appendix 3. Reference Document
Insert any document which provide more information about process or help colleague to
understand the process better.

End of Appendix 3

Internal to Wipro