Topic 5: Process and execution details are ill-defined or managemment of relation left to partner

SOPs are hard work.

In general, the process description is what gets done. But a process description does not clearly define link to KPIs, roles and responsibilities nor system implications for the general management and the operators.

My suggestion would therefore be to document the SOP at 3 detail levels:

1. Stakeholder agreement
Process fowchart with DACI and KPI
This document is a high-level summary of roles, responsibilities, exception resolution and KPI.

What is scope of service?
Who does what?
Who intervenes for which issues?


2. Operations Quality Manual
Detailed Procedure description. With monitoring mechisms (meetings, reports, decisions), timing and delays for remediation.

3. User Training Manual
The implementation of a process is as good as the employees understood why, what and how to operate the process.

A system is best explained via a concrete exemple covering all steps with printscreens showing everyone in clear way how to work with systems.