Standard Operating Procedure Template

Version 1.0 — Replace this template with your own content.

1. Process Overview

SOP Title: _________________________________

Department / Team: _________________________________

Owner: _________________________________

Last Updated: _________________________________

Purpose: In 1-2 sentences, explain why this process exists. What problem does it solve or what outcome does it produce?

Who should use this: List the roles or team members who follow this SOP.

2. Required Tools & Access

List everything the person needs before they can start:

• Software / tools (e.g., "Access to Stripe dashboard")
• Permissions (e.g., "Admin role in Slack")
• Physical items (e.g., "Keys to the back office")
• Information to gather beforehand

3. Step-by-Step Procedure

1. Step 1: Describe the first action clearly. Start with a verb ("Open", "Click", "Review"). Add a screenshot if it helps.
2. Step 2: Next action. Keep each step to one concrete task.
3. Step 3: Continue until the process is complete.

Tip: If a step has more than 3 sub-actions, break it into its own sub-section.

4. Edge Cases & Exceptions

What happens when things don't go as planned?

• If X happens: Do Y.
• If customer asks for Z: Escalate to [role].
• If system is down: Use backup workflow at [link].

5. Quality Check

Before marking the process complete, verify:

• ☐ All required fields are filled out
• ☐ Approvals have been logged
• ☐ Customer / stakeholder has been notified
• ☐ Related records updated (CRM, inventory, etc.)

5 Ready-to-Use Examples

Example 1: New Employee Onboarding (Day 1)

1. Send welcome email 48 hours before start date with parking, dress code, and login info.
2. Prepare workspace: desk, laptop, accessories, access badge.
3. Meet at reception at 9:00 AM; give building tour.
4. Review employee handbook together; answer questions.
5. Set up accounts: email, Slack, project management tool.
6. Assign buddy for week one; schedule 15-min buddy check-ins daily.
7. Book 30-day, 60-day, and 90-day review meetings.

Example 2: Customer Support Ticket Handling

1. Acknowledge ticket within 2 business hours.
2. Classify severity: P1 (blocking), P2 (major), P3 (minor), P4 (question).
3. Reproduce the issue using the customer's account or provided steps.
4. If fixable within 15 min: resolve and reply with explanation.
5. If longer: reply with ETA and escalate to engineering if needed.
6. Update ticket status at each milestone.
7. Close ticket only after customer confirms resolution.

Example 3: Sales Discovery Call

1. Research prospect company and role 10 min before call.
2. Confirm agenda in the first 30 seconds.
3. Ask open-ended questions about current pain points (aim 70% listening).
4. Qualify: budget, authority, need, timeline (BANT).
5. Propose next step — never leave the call without a scheduled follow-up.
6. Log notes to CRM within 1 hour.
7. Send recap email within 24 hours with next-step confirmation.

Example 4: Weekly Inventory Count

1. Every Friday at 4:00 PM, print inventory sheet from POS.
2. Count all high-value items first (over $50 unit cost).
3. Compare physical count to POS numbers.
4. Flag discrepancies greater than 2%; investigate cause.
5. Submit reconciled count to manager by 5:30 PM.
6. Reorder items below par level using standing PO template.

Example 5: End-of-Day Closing Checklist

1. Complete final customer transactions 15 min before close.
2. Count drawer; reconcile against POS total; log variance.
3. Deposit cash in safe; retain $100 starter float for next day.
4. Clean all surfaces; empty trash; restock front-of-house supplies.
5. Set alarm; lock all exterior doors.
6. Text manager "closed" with any notes (incidents, low inventory).

Common Mistakes to Avoid

• Writing for yourself, not a new hire. Assume zero prior context. If a reader has to ask a clarifying question, the SOP failed.
• Skipping the "why". People follow processes they understand. Add a one-line reason at the top of each major section.
• Making it static. SOPs decay. Review every 90 days and date every revision.

Checklist — Your First 5 SOPs

Start with the processes that cost you the most time to explain:

1. ☐ New employee day-one onboarding
2. ☐ Customer support ticket flow
3. ☐ Opening or closing your location/shift
4. ☐ The single task you answer questions about most often
5. ☐ The process that breaks when your best employee is on vacation