As we create SOPs for customers, one question we get asked frequently is “How much detail should I include in my SOP?”
Creating an SOP is a great way to stem the flow of chaos as you build your framework and process.
But can you “over-structure” your business? Rather than helping, too much detail can make your team feel micromanaged and creatively stifled. So finding the happy place between micromanaging the details and unstructured chaos is key.
Find the SOP Happy Place
When Netflix first started to explode with growth and hire new employees, they were in the habit of creating a brand new policy or procedure anytime someone made a mistake. To train new employees, they documented their SOP in fine detail. They threw in so many checks and balances that their processes were “dummy proof”!
Sounds great right? Well, maybe not.
Netflix created so much detail to micromanage their process that they didn’t leave any room for creativity or leadership. Reed Hastings, the CEO of Netflix, said they “made the business so dummy proof that only dummies wanted to work there.”
So there needs to be a happy place between “chaos” and “over-documented, micromanaged systems.” We can find that happy place, but only as we start to understand the consequences of mistakes.
Understanding Accountability vs. Risk
For example, process errors at a nuclear power plant can have life-threatening consequences, affecting thousands–if not millions–of people. For such a high level of risk, they need a high level of documentation and many more levels of accountability to ensure the process is followed correctly.
Now let’s take a look at a low-risk process. When a plumber doesn’t call the customer to let them know that he’s on the way to the scheduled appointment, it doesn’t exactly display the highest level of customer service.
But is this something that should be addressed? Yes, if it ends up being a repetitive issue.
Do you need to have documented proof that the plumber called the customer and check it off in your CRM every time they make a call? Probably not. The company could simply spot-check this process by including a question in their customer surveys.
Too much detail (or accountability for that detail) can easily become an extra burden on your employees. And it won’t be helpful to your organization, either.
Dangers of Micromanaging
- Wastes time and takes employee focus away from more productive activities
- Stifles team development by removing creativity and leadership
- Damages morale
While you create systems and processes for your business, consider the risk versus the accountability needed. Do not forget to leave room for creativity as well as individual growth and leadership.
As a result, your processes will provide the framework for your team and your business to thrive!
Ready to get started on your SOP? Here’s how we can help.
1-5 Employees: Learn to create your own Standard Operating Procedures in our class SOP Simplified.
5+ Employees: Done for you documentation with SOP Set Up in just 6 short weeks!
5-50 Employees: Get it done with our full-service Power Process SOP where we do the writing and organization for you.