SOP template

Copy this file when creating a new SOP. Every SOP must have these nine sections.

[SOP name]

1. Purpose

One or two sentences. What problem does this process solve? Why does it exist?

2. Scope

When does this SOP apply? When does it NOT apply? Be explicit about edge cases that look similar but should go to a different SOP.

3. Owner

Who is accountable for this SOP being correct and kept up to date? A person, not a title.

4. Prerequisites

What must be in place before starting? System access, information needed, prior approvals, etc.

5. Steps

Numbered, specific, actionable. Each step says:

• Who does it
• What they do
• Which tool / system they use
• What the expected outcome looks like

Example:

5.1. CS agent checks the order status in OMS by searching the customer’s email. The order should show status fulfillment_pending or fulfillment_failed.

6. Exception handling

The top 3–5 things that go wrong, and what to do about each. Format:

If X happens → do Y. If Y doesn’t resolve it within Z minutes → escalate to [person].

7. Acceptance criteria

How do we know this SOP was executed correctly? What artifacts / records / confirmations prove it?

8. Related resources

Links to: related SOPs, relevant handbook pages, supplier contact info, tool login pages, templates.

9. Change log