Most small businesses have procedures written down somewhere. But those procedures often sit in folders, ignored by employees who find them confusing or outdated. Good standard operating procedures (SOPs) get used daily and help your business run smoothly. Here’s how to create procedures that actually work.
Start with your most important processes
Don’t try to document everything at once. Begin with processes that happen frequently or where mistakes cost money.
Focus on tasks that new employees struggle with or procedures where different employees get different results. These are usually your biggest opportunities for improvement.
Consider processes that depend on one person’s knowledge. If only you know how to do something important, that’s a critical procedure to document first.
Make a list of your top five most important processes. Document these well before moving on to less critical tasks.
Write for the person doing the work
Your procedures should be written for the employee who will actually use them, not for management or outside reviewers.
Use simple language that anyone can understand. Avoid jargon and technical terms unless absolutely necessary. If you must use specialized terms, define them clearly.
Write in active voice using “you” statements. Instead of “The invoice should be reviewed,” write “Review the invoice for accuracy.”
Test your procedures with actual employees. If they can’t follow the steps successfully, rewrite until they can.
Make steps specific and actionable
Vague instructions like “check the quality” don’t help anyone. Be specific about what to check and how to check it.
Instead of “Greet customers professionally,” write “Smile, make eye contact, and say ‘Good morning, welcome to ABC Company. How can I help you today?'”
Include specific criteria for decisions. Don’t write “If the order seems large.” Instead write “If the order exceeds $500” or “If the order contains more than 10 items.”
Give exact quantities, timeframes, and standards whenever possible.
Include the why, not just the what
Employees follow procedures better when they understand the reasoning behind them.
Explain why each step matters. “Count inventory twice to prevent shipping errors that cost us customers and money.”
Help people understand how their work affects other people or processes. “Complete this form by 3 PM so the delivery team can prepare tomorrow’s routes.”
When people understand the purpose, they’re more likely to follow procedures even when you’re not watching.
Use simple formatting that’s easy to scan
People don’t read procedures like novels. They scan them quickly while working.
Use numbered steps for sequential processes. Use bullet points for checklists or requirements that don’t have to happen in order.
Break long procedures into sections with clear headings. This helps people find the part they need quickly.
Use bold text or highlighting for critical safety information or common mistakes.
Keep paragraphs short. Long blocks of text intimidate busy employees.
Include examples and templates
Show people what good results look like. Include samples of properly completed forms, examples of good customer interactions, or photos of correctly set up equipment.
Create templates for documents that employees fill out regularly. This saves time and ensures consistency.
For procedures involving judgment calls, provide multiple examples showing different scenarios and appropriate responses.
Visual examples often communicate better than written descriptions, especially for hands-on tasks.
Address common problems and exceptions
Your procedures should help employees handle typical problems, not just perfect situations.
Include a troubleshooting section that covers the most common issues. “If the equipment won’t start, check these three things first.”
Explain what to do when things don’t go as planned. “If a customer requests a refund after 30 days, get manager approval before processing.”
Tell employees when to ask for help and who to contact. Don’t expect them to figure out exceptions on their own.
Keep procedures current
Outdated procedures are worse than no procedures. They confuse employees and waste time.
Review your procedures every six months or whenever you change processes. Small updates are easier than complete rewrites.
Ask employees to suggest improvements when they notice problems or find better ways to do things.
Date your procedures and include version numbers. This helps everyone know they’re using the current version.
Assign someone specific responsibility for keeping each procedure updated.
Make procedures easy to find and access
The best procedures are useless if employees can’t find them when needed.
Store procedures where people actually work. This might be posted near equipment, saved on computers, or kept in binders at workstations.
Use consistent naming and filing systems. If employees can’t predict where to find a procedure, they won’t look for it.
Consider digital storage that employees can access from phones or tablets. This is especially helpful for mobile workers or jobs where people move around.
Create a simple index or table of contents so people can quickly locate specific procedures.
Train people to use procedures
Don’t just hand someone a procedure and expect them to follow it perfectly.
Walk through new procedures with employees step by step. Let them practice while you watch and provide feedback.
Explain how procedures fit into larger processes. Help people see the big picture, not just their individual tasks.
Check back regularly to make sure people are following procedures correctly. Catch problems early before they become habits.
Measure and improve
Track whether your procedures are actually improving results. Are mistakes decreasing? Is training time shorter? Are customers happier?
Ask employees for feedback about what’s working and what isn’t. They often have practical suggestions for improvements.
Look for patterns in mistakes or questions. If multiple people struggle with the same step, the procedure probably needs clarification.
Update procedures based on real-world results, not just theoretical improvements.
Final thoughts
Creating effective standard operating procedures takes time and effort, but the investment pays off through better consistency, faster training, and fewer mistakes.Start small with your most critical processes. Focus on making those procedures clear and useful before expanding to other areas.
Remember that procedures are tools to help your business run better, not bureaucratic requirements. If a procedure doesn’t help people do their jobs more effectively, it needs to be improved or eliminated.
Good procedures grow with your business. As you learn better ways to do things, update your documentation to reflect those improvements. This continuous refinement helps ensure your procedures stay relevant and useful.