Readings: Workstation Deployment SOP

So, You Want to Write an SOP?

Notes:

• A standard operating procedure (SOP) is a procedure that is specific to your company or organization that describes the activities necessary to complete a particular task.

Guiding Principles of writing an SOP:

• Keep it simple. Keep in mind that especially at the Service Desk, the SOP is likely to be referenced while handling a customer contact. The SOP should augment and reinforce training; it is not a substitute for training.
• SOPs must be portable. Even if an underpinning application or tool is changed, the “what, when, and why” generally will not. This is why I use work instructions to map the SOP to the underpinning tool.
• Flowcharts and diagrams tell a story. People learn and interpret information in different ways. Some people like to read about how something should be done, others like to see “the big picture” and then read the details. Having a flowchart or diagrams (as appropriate) is a great way to quickly communicate what activities are addressed within the SOP.
• Consistency counts. Develop and use a consistent format or template to help make the SOP consumable.
• It’s about the audience. However you write your SOPs, keep in mind that you’re writing them for your audience. If the SOP does not work for your audience, your SOP doesn’t work. Conduct regular periodic reviews of SOPs with the people that use them to identify and incorporate improvements.

Summary:

This article is important to this module because documentation is essential. Especially in this field where troubleshooting happens a lot. It can save lots of headaches and time. I always refer back to SOPs in admissions when I forget things or someone new to admissions needs assistance with a particular task.