SOP

what do you do when a customer has a complaint or asks for a refund?

What happens when you run out of toner for the laser printer? Who takes the helm if the manager is out of town and there's an emergency:

• A Standard Operating Procedure (SOP) is a predefined process used to complete a task or resolve a common issue. Business Systems often include repetitive tasks, and having a standard process in place can help you spend less time reinventing the wheel and more time doing productive work Well-defined Standard Operating Procedures are useful because they reduce Friction and minimize Willpower Depletion. Instead of wasting valuable time and energy solving a problem that has already been solved many times before, a predefined SOP ensures that you spend less time thrashing and more time adding value.

Standard Operating Procedures are also effective ways to bring new employees or partners up to speed quickly. Having a central source of SOPs can help new employees or partners learn how you work far more effectively than informal training. Storing your SOPs in some sort of central electronic database is best— it ensures that everyone can instantly reference the most up-to-date procedures available.

Don't let your Standard Operating Procedures lapse into bureaucracy.

Remember, the purpose of an SOP is to minimize the amount of time and effort it takes to complete a task or solve a problem effectively. If the SOP requires effort without providing value, it's Friction.

For best results, review your SOPs on a periodic basis— once every two to three months is ideal. If you find outdated, wasteful, or unnecessary work in your SOPs, change them. Neither you nor your customers are served by unnecessary red tape.

Create Standard Operating Procedures for important recurring tasks, and you'll see your productivity skyrocket.