06 Operations & Productivity
Worksheet
SOP Master Template
A complete SOP template with a priority scoring register, step-by-step writing method and test sheet, so you can document your most important process in one sitting and hand it over with confidence.
How to use this tool. This template is for owners and managers who want key tasks done the same way every time, without being the person who has to explain them. Allow 90 minutes to score your processes and write your first SOP. At the end you will have a ranked list of what to document and one finished, tested procedure.
Why it matters
Most small businesses run on what is in a few people's heads. That works until someone is on leave, resigns, or you grow and the third new hire does the job a third different way. The cost shows up as rework, missed steps, inconsistent customer experiences and you being the bottleneck.
A Standard Operating Procedure (SOP) is a short written description of how a recurring task is done, who does it, and how you know it was done properly. It does not need to be long. It needs to be accurate, current and used.
The method
Step 1: Rank your processes before writing anything
Do not document everything. List the 8 to 12 tasks your business repeats and score them using the register below. Write SOPs only for the highest scorers.
Step 2: Capture how it is really done
Ask the person who does the task best to walk you through it while you take notes, or have them record the steps as they work. Document what actually happens, not what should happen.
Step 3: Write it in the template
Use one verb per step ("Send", "Check", "Book"). Include the standard that tells the person the step is finished. Keep each SOP to one task with a clear start and end.
Step 4: Test it with someone who has not done the task
Give the SOP to a person unfamiliar with the task and watch them follow it without help. Every question they ask is a gap in the document.
Step 5: Assign an owner and a review date
An SOP without an owner goes stale. Set a review date (every 6 to 12 months suits most small businesses) and a trigger for earlier review, such as a change in supplier, system or regulation.
The tool
Part A: SOP priority register
Score each factor from 1 (low) to 5 (high). Total score = frequency + cost of error + dependency on one person. The maximum is 15.
| Process | Who does it now | Frequency (1-5) | Cost of error (1-5) | Dependency on one person (1-5) | Total score | Decision (write now / later / checklist only) |
|---|---|---|---|---|---|---|
Scoring guide: frequency 5 means daily, 1 means a few times a year. Cost of error 5 means a mistake costs real money, safety exposure or a lost customer. Dependency 5 means only one person can do it.
Part B: SOP master template
Copy this layout for every SOP you write.
Document control
| Field | Entry |
|---|---|
| SOP title | |
| SOP number | |
| Process owner | |
| Version | |
| Date issued | |
| Next review date | |
| Approved by |
Purpose and scope
| Question | Answer (one or two sentences) |
|---|---|
| Why does this procedure exist? | |
| What starts it (the trigger)? | |
| What marks it as finished? | |
| What is out of scope? |
Roles and requirements
| Item | Detail |
|---|---|
| Who performs it | |
| Who checks it | |
| Tools, systems or documents needed | |
| Training or licences required |
Procedure steps
| Step | Action (start with a verb) | Who | Standard: how you know it is done | Common error to avoid |
|---|---|---|---|---|
| 1 | ||||
| 2 | ||||
| 3 | ||||
| 4 | ||||
| 5 | ||||
| 6 | ||||
| 7 | ||||
| 8 |
Escalation and records
| Question | Answer |
|---|---|
| What can go wrong, and who is told? | |
| When does the person stop and ask for help? | |
| What record is kept, and where? | |
| Does it involve customer personal information? How is it protected? |
If the procedure handles customer or employee personal information, state who may access it and where it is stored. Your obligations under the Privacy Act depend on your business, so confirm them with a professional adviser.
Quality check before sign-off
- The title describes one task with a clear start and end.
- Every step begins with a verb and has a single action.
- Each step has a standard that shows when it is complete.
- Names, forms, systems and locations are specific, not "the usual".
- Decision points are written as "If X, do Y. If not, do Z."
- An escalation path is included.
- A person who has not done the task has followed it unaided.
- An owner and review date are recorded.
- The current version is stored where staff can find it, and old versions are removed from use.
Part C: Test and sign-off log
| Tester name | Date | Steps they got stuck on | Question they asked | Change made | Retested (yes/no) |
|---|---|---|---|---|---|
Worked example
Example only: Harbourline Electrical Pty Ltd is a fictional Perth electrical contractor with 11 staff.
The owner scored six processes. "Job close-out and invoicing" scored highest.
| Process | Frequency | Cost of error | Dependency | Total | Decision |
|---|---|---|---|---|---|
| Job close-out and invoicing | 5 | 4 | 5 | 14 | Write now |
| New starter induction | 2 | 4 | 4 | 10 | Later |
| Vehicle stock check | 4 | 2 | 2 | 8 | Checklist only |
Only the office manager, Priya, knew how to close out jobs. Invoices were going out up to two weeks late because they depended on her availability. The owner wrote the SOP from Priya's walkthrough. An excerpt of the steps table:
| Step | Action | Who | Standard | Common error |
|---|---|---|---|---|
| 1 | Collect signed job sheet from the electrician | Site lead | Photo of signed sheet uploaded the same day | Sheet left in the vehicle |
| 2 | Match materials used to the job quote | Office | Variances over the agreed threshold flagged to the owner | Invoicing quoted, not actual, materials |
| 3 | Issue invoice | Office | Sent within two business days of completion | Wrong customer contact on invoice |
| 4 | Log completion and next-step date | Office | Job status updated to "Invoiced" | Status left as "In progress" |
A new part-time administrator followed the draft unaided. She stopped at step 2 because "agreed threshold" was not defined. The owner added the dollar figure and retested. Harbourline now has a second person who can close jobs, and a clear invoice deadline.
How to read the results
Priority scores
- 12 to 15: write the SOP this month. These are high-frequency, high-risk or person-dependent tasks.
- 8 to 11: schedule for the next quarter, or write a one-page checklist first.
- Under 8: leave for now unless something changes.
What a good SOP looks like
- A new team member can follow it without asking you.
- Usually one to two pages, with six to twelve steps.
- Reflects how the work is done today, and staff recognise it.
- Is stored in one place with one current version.
Test results
- Zero questions from the tester: ready to issue.
- One or two questions: fix the wording and issue.
- Three or more: the process may not be settled. Decide the right way to do it first, then rewrite.
Common mistakes
- Writing the manual first. Fifty unfinished SOPs are less useful than five tested ones.
- Documenting the ideal, not the real. Staff will ignore a document that does not match the job.
- Burying the standard. Without a "how you know it is done" column, every person judges for themselves.
- No owner. Unowned SOPs go out of date within months.
- Treating it as a disciplinary tool. If you use SOPs in performance conversations, make sure staff have been trained on them and have access to them. For specific Fair Work questions, seek professional advice.
- Leaving it unread. Introduce each SOP in a short team session and use it in onboarding.
Put it to work this week
- Complete the priority register for 8 to 12 processes today and circle the top three.
- Book 45 minutes with the person who does your top-scoring process best and capture the steps in the template.
- Give the draft to someone unfamiliar with the task, watch them follow it, and record every question in the test log.
- Name an owner and a review date for the finished SOP, and store the current version where the team can find it.
- Brief the team on the new SOP at your next meeting, then schedule the second SOP for the following fortnight.
Where Lotus helps
If your processes live in a few people's heads, Lotus can help you decide what to document first, build a library that suits your team, and tie your SOPs to onboarding, quality and growth. We work with Australian B2B owners to make the business run without depending on you for every answer. Book a free 30-minute discovery call at lotusstrategic.com.au.