# Role You are a Process Documentation Specialist who creates clear, actionable standard operating procedures (SOPs) that enable delegation and ensure consistent quality. # Task Create comprehensive SOP document for [PROCESS_OR_TASK_NAME] that allows someone with basic knowledge to complete the task successfully without supervision. # Instructions **Process Information:** - Process Name: [WHAT_TASK_OR_PROCESS] - Who performs this currently: [YOUR_ROLE / TEAM_MEMBER] - Frequency: [DAILY / WEEKLY / MONTHLY / AS_NEEDED] - Average time to complete: [DURATION] - Importance: [CRITICAL / HIGH / MEDIUM / LOW] **Current State:** - Is this documented anywhere? [YES_INFORMALLY / NO / PARTIAL] - What problems occur when done wrong? [CONSEQUENCES] - Who needs to be able to do this? [ROLES_OR_TEAM_MEMBERS] **Process Context:** - When is this task performed? [TRIGGER_OR_SCHEDULE] - What happens before this task? [PREREQUISITES] - What happens after this task? [NEXT_STEPS] Build complete SOP document: **1. SOP Header** **Document Title:** [PROCESS_NAME] - Standard Operating Procedure **SOP ID:** [UNIQUE_IDENTIFIER, e.g., SOP-SALES-001] **Department/Function:** [WHICH_TEAM_OWNS_THIS] **Date Created:** [DATE] **Last Updated:** [DATE] **Version:** [1.0, 1.1, 2.0, etc.] **Owner:** [PERSON_RESPONSIBLE_FOR_UPDATES] **Approver:** [MANAGER_OR_EXECUTIVE] **2. Purpose and Scope** **Purpose:** Clearly state why this process exists and what it accomplishes. **Template:** "This SOP defines the process for [WHAT], ensuring [DESIRED_OUTCOME]. It standardizes [ACTIVITY] to maintain [QUALITY_STANDARD] and enable [BENEFIT]." **Example:** "This SOP defines the process for onboarding new clients, ensuring consistent experience and successful activation. It standardizes client setup to maintain 90%+ satisfaction scores and enable smooth handoffs between sales and delivery teams." **Scope:** Define what is included and excluded. **In Scope:** - Tasks and steps covered by this SOP - Teams or roles affected - Systems or tools involved **Out of Scope:** - Related processes not covered here - Exception handling (covered in separate doc) - Advanced scenarios **3. Roles and Responsibilities** Define who does what: **Role 1: [JOB_TITLE]** - Responsibilities: [WHAT_THEY_DO] - Authority level: [WHAT_DECISIONS_THEY_CAN_MAKE] - Escalation path: [WHO_THEY_REPORT_ISSUES_TO] **Role 2: [JOB_TITLE]** - Responsibilities: [WHAT_THEY_DO] - Authority level: [WHAT_DECISIONS_THEY_CAN_MAKE] - Escalation path: [WHO_THEY_REPORT_ISSUES_TO] **RACI Matrix (optional for complex processes):** | Task | Responsible | Accountable | Consulted | Informed | |------|-------------|-------------|-----------|----------| | Step 1 | Person A | Person B | Person C | Person D | | Step 2 | Person B | Person B | - | Person A | **4. Prerequisites and Preparation** **Before Starting, Ensure You Have:** - [ ] Access to [SYSTEM_OR_TOOL] - [ ] Permission from [APPROVER] - [ ] Required information: [DATA_NEEDED] - [ ] Materials or resources: [PHYSICAL_ITEMS_OR_FILES] - [ ] Time allocated: [DURATION] **Required Skills or Knowledge:** - Understanding of [TOPIC] - Ability to use [SOFTWARE_OR_TOOL] - Familiarity with [PROCESS_OR_STANDARD] **Definitions and Acronyms:** - **Term 1**: Definition - **Term 2**: Definition - **Acronym**: What it stands for **5. Step-by-Step Procedure** Write clear, actionable steps in sequential order: **Step Format:** **Step [NUMBER]: [ACTION_VERB] [WHAT]** **Who:** [ROLE_RESPONSIBLE] **When:** [TIMING_OR_TRIGGER] **Where:** [LOCATION_OR_SYSTEM] **Instructions:** 1. [SPECIFIC_ACTION_WITH_DETAILS] 2. [WHAT_TO_DO_NEXT] 3. [HOW_TO_VERIFY_COMPLETION] **Screenshot/Visual:** [LINK_OR_EMBED_IMAGE] **Expected Outcome:** [WHAT_SUCCESS_LOOKS_LIKE] **Common Mistakes to Avoid:** - Do not [COMMON_ERROR] - Remember to [OFTEN_FORGOTTEN_STEP] **Troubleshooting:** - If [ISSUE], then [SOLUTION] - If [ISSUE], escalate to [PERSON] **Example SOP Steps:** **Step 1: Receive New Client Information** **Who:** Account Executive **When:** Within 24 hours of contract signature **Where:** CRM (Salesforce) **Instructions:** 1. Log into Salesforce and navigate to Opportunities 2. Locate closed-won opportunity for new client 3. Verify all required fields are completed: - Company name - Primary contact (name, email, phone) - Contract value and term length - Start date - Products or services purchased 4. Download signed contract from Files section 5. Tag Customer Success Manager in Chatter with "@[CSM_NAME] - New client ready for onboarding" **Expected Outcome:** CSM receives notification within 1 business day with complete client information. **Common Mistakes:** - Do not forward to CSM if contract is not fully signed - Remember to check for special terms or custom requests in contract notes **Troubleshooting:** - If contract is missing, contact [LEGAL_TEAM] at [EMAIL] - If CSM does not respond within 2 hours, escalate to [MANAGER] **Step 2: Create Client Folder** **Who:** Customer Success Manager **When:** Within 2 hours of notification **Where:** Google Drive > Clients folder **Instructions:** 1. Open Google Drive and navigate to "Clients" folder 2. Create new folder with naming convention: "[CLIENT_NAME] - [START_DATE]" - Example: "Acme Corp - 2026-02-01" 3. Inside client folder, create subfolders: - Contracts - Onboarding Materials - Meeting Notes - Project Files 4. Move signed contract from Salesforce to Contracts subfolder 5. Share folder with client primary contact (view access only) 6. Share folder with internal team (edit access): - Account Executive - Project Manager - Support Team Lead **Expected Outcome:** Organized folder structure ready for onboarding documents. **Step 3: Schedule Kickoff Call** **Who:** Customer Success Manager **When:** Within 24 hours of folder creation **Where:** Calendly or email **Instructions:** 1. Send kickoff call invitation to client primary contact 2. Use email template "New Client Kickoff" (Templates > Onboarding) 3. Offer 3 time slots within next 5 business days 4. Duration: 60 minutes 5. Include Zoom link and agenda: - Welcome and introductions (10 min) - Product walkthrough (20 min) - Setup and configuration (20 min) - Q&A and next steps (10 min) 6. CC Account Executive and Project Manager 7. Add calendar event with reminder 1 day before **Expected Outcome:** Kickoff call scheduled within 7 days of contract signature. **6. Quality Checks and Validation** **How to Verify This Was Done Correctly:** - [ ] Checklist item 1 - [ ] Checklist item 2 - [ ] Checklist item 3 **Success Criteria:** - Metric 1: [QUANTIFIABLE_STANDARD] - Metric 2: [QUALITY_INDICATOR] - Metric 3: [TIMELINE_MET] **Audit Trail:** - Document completion in [SYSTEM] - Record timestamp and performer - Log any deviations or issues **7. Exception Handling** **Scenario 1: [EXCEPTION_SITUATION]** - What to do: [ALTERNATIVE_PROCESS] - Who to notify: [ESCALATION_CONTACT] - How to document: [WHERE_TO_LOG] **Scenario 2: [ANOTHER_EXCEPTION]** - What to do: [WORKAROUND_STEPS] - Approval required from: [DECISION_MAKER] **General Escalation Path:** 1. First contact: [IMMEDIATE_SUPERVISOR] 2. If unresolved after [TIMEFRAME], escalate to: [DEPARTMENT_HEAD] 3. Critical issues: Contact [EXECUTIVE] immediately at [PHONE] **8. Related Documents and Resources** **Templates:** - [TEMPLATE_NAME]: [LINK_OR_LOCATION] - [TEMPLATE_NAME]: [LINK_OR_LOCATION] **Tools and Systems:** - [SOFTWARE_NAME]: [URL_AND_LOGIN_INSTRUCTIONS] - [TOOL_NAME]: [ACCESS_DETAILS] **Training Materials:** - [VIDEO_TUTORIAL]: [LINK] - [QUICK_REFERENCE_GUIDE]: [LINK] **Related SOPs:** - [SOP_NAME]: [LINK_TO_DOCUMENT] - [UPSTREAM_PROCESS]: What happens before this - [DOWNSTREAM_PROCESS]: What happens after this **9. Compliance and Standards** **Regulatory Requirements (if applicable):** - Must comply with [REGULATION, e.g., GDPR, HIPAA, SOC2] - Data retention policy: [TIMEFRAME] - Privacy considerations: [WHAT_DATA_TO_PROTECT] **Industry Standards:** - Follow [ISO_STANDARD / FRAMEWORK] - Adhere to [BEST_PRACTICE] **Internal Policies:** - Company policy reference: [POLICY_NUMBER] - Ethics guidelines: [WHERE_TO_FIND] **10. Version History and Change Log** Track updates over time: | Version | Date | Author | Changes Made | Approver | | ------- | ---------- | ---------- | ------------------------------------ | -------- | | 1.0 | 2026-01-15 | John Smith | Initial creation | Jane Doe | | 1.1 | 2026-01-20 | John Smith | Added Step 5, updated screenshots | Jane Doe | | 2.0 | 2026-02-01 | Sarah Lee | Major revision, new tool integration | Jane Doe | **11. Review and Update Schedule** **Review Frequency:** [QUARTERLY / ANNUALLY / AFTER_MAJOR_CHANGES] **Next Scheduled Review:** [DATE] **Process Owner Responsibilities:** - Monitor process effectiveness - Collect feedback from users - Update SOP when process changes - Communicate updates to affected teams **Feedback Mechanism:** - Submit suggestions to: [EMAIL_OR_FORM_LINK] - Monthly review meetings: [SCHEDULE] **12. Training and Certification** **Training Requirements:** - New hires must complete SOP training within [TIMEFRAME] - Annual refresher training required: [YES / NO] - Competency assessment: [TEST_OR_OBSERVATION] **Certification:** - [ ] I have read and understood this SOP - [ ] I have completed training on this process - [ ] I have successfully performed this process under supervision - [ ] I am authorized to perform this process independently **Signature:** **\*\*\*\***\_\_**\*\*\*\*** **Date:** \***\*\_\_\*\*** **13. Metrics and KPIs** **Track These Metrics:** - Process cycle time: [TARGET_DURATION] - Error rate: [ACCEPTABLE_THRESHOLD] - Customer satisfaction: [TARGET_SCORE] - Compliance rate: [PERCENTAGE_GOAL] **How to Measure:** - Data source: [WHERE_METRICS_COME_FROM] - Reporting frequency: [WEEKLY / MONTHLY] - Dashboard location: [LINK_TO_ANALYTICS] **14. Visual Process Map (Optional)** Create flowchart showing decision points: ``` START ↓ [Step 1: Action] ↓ <Decision Point?> ↙ ↘ YES NO ↓ ↓ [Step 2A] [Step 2B] ↓ ↓ └─────┬─────┘ ↓ [Step 3] ↓ END ``` **15. SOP Best Practices** **Writing Clear SOPs:** - Use active voice ("Click Submit" not "Submit button should be clicked") - Write at 8th-grade reading level - Include screenshots for complex steps - Number steps sequentially - Keep sentences short (under 20 words) - Define all acronyms on first use **Common SOP Mistakes to Avoid:** - Too vague ("Complete the process" - how?) - Assumes too much knowledge - Missing decision points (what if X happens?) - No visual aids for complex steps - Not updated when process changes - No owner assigned to maintain it **SOP Storage and Access:** - Centralized location (Google Drive, Notion, SharePoint) - Version control enabled - Access permissions set appropriately - Easy to search and find - Mobile-accessible for field teams **Deliverable:** Provide complete SOP document including: - Formatted header with version control - Step-by-step instructions with screenshots - Exception handling procedures - Quality checklist - Related templates and tools list - Training and certification section Make SOP ready to use immediately with clear, unambiguous instructions anyone can follow.