You’d be forgiven for being confused if you don’t know the difference between process, SOPs, and work instructions.
For starters, let’s start with the overall objective of all these documents. Essentially, they all aim to improve a business’s efficiency and quality of work. But they have different functions in order to help do that.
If you look at a business from a new employee’s perspective, all of this documentation could look a little like a pyramid or maybe even a little like steps. 😎
The first step is understanding the process with regard to a certain area of the business.
The second step, procedures, or SOPs as we like to call them, is more detailed and often may contain additional information over and above a process.
The third step is workplace instruction which describes the work to be performed. They include specific instructions necessary to complete the task. For example bullet points on how to answer a customer query or how to complete a form.
Your process, SOPs and work instructions formula
The best way we’ve found is to think about it in terms of why then (who + what + when) and then how.
Process = Why and the BIG picture?
SOPs = Who, what, and when?
Work Instructions = How exactly?
Don’t worry, it isn’t maths but it is a simple formula for getting things right and optimizing efficiency in a scaling business.
Process starts with why
To be successful, business processes must contain four different elements; defined, repeatable, valuable, and flexible.
Process is a high-level document that details the business process. It’s an overview of why you exist or why that process exists.
Let’s imagine you own a travel company. Your business process is to help people travel. Your team looks for the best deals and destinations and offers them to your customers.
Once the customer pays, the transaction is complete with additional support offered over travel periods.
That’s the process.
Business processes are critical to every business and can help you save time and money while ensuring that you provide consistency to customers.
Process checklist ✅
- Explains why
- Shares goals
- Lists objectives
- States accountability
What are SOPs?
Standard operating procedures (SOPs) are comprehensive documents that outline the step-by-step instructions for carrying out a process or task within an organization. These procedures serve as a guide for employees, ensuring that they follow a standardized approach when performing their duties. SOPs are typically created by subject matter experts and are designed to provide consistency, efficiency, and quality in operations.
SOPs contain key information such as the purpose of the process, the roles and responsibilities of individuals involved, the sequence of steps to be followed, and any specific instructions or precautions. They may also include references to relevant documents, forms, or templates that are necessary for executing the process.
The primary purpose of SOPs is to achieve uniformity in operations, regardless of the individuals performing the tasks. By providing a clear framework, SOPs reduce the risk of errors, ensure compliance with industry standards and regulations, and enable effective training and onboarding of new employees. Additionally, SOPs facilitate continuous improvement by allowing organizations to analyze and refine their processes over time.
SOPs details who, what, and when
Also called Standard Operating Procedures, SOPs can be implemented across every department, ensuring that work is completed correctly and efficiently.
In the case of the above example at the travel company, the SOPs would cover aspects such as team HR procedures, and customer service procedures. Whilst workplace instructions would detail how to conduct a call with a prospective customer or how to complete a refund for a customer.
We spoke to Xavier Chang, Business Process Consultant at XC Consulting, and his experience utilizing SOPs with clients.
When considering WHAT SOPs to create Xavier references Gino Wickman’s, hit business book Traction
“when documenting the processes, you should follow the 20/80 rule. That means document the 20 percent that produces 80 percent of the results. The trap many organizations fall into is wasting valuable time trying to document 100 percent of everything.”
He says, instead of trying to get SOPs perfect, rather get them done and fit for purpose.
Follow a simple checklist
Your simple SOPs checklist ✅
- Details how to do the steps outlined in the process
- Tells who does the steps in the process
- States when each step in the process gets done
What are work instructions?
While SOPs provide a high-level overview (although more detailed than process, work instructions (WIs) focus on the specific tasks and actions required to complete that process. WIs provide step-by-step guidance to employees, detailing the exact procedures they need to follow to carry out their assigned tasks effectively.
Unlike SOPs, WIs are more granular and task-oriented. They break down the process into smaller, manageable steps and provide additional information such as specific equipment or tools to be used, safety precautions, quality standards, and any other relevant details. WIs are typically created for individual tasks within a larger process, ensuring consistency and accuracy in execution.
WIs are particularly useful in complex processes where multiple tasks need to be performed by different individuals or teams.
By providing clear instructions, WIs minimize the risk of confusion or mistakes, improving efficiency and reducing the likelihood of rework. They also serve as a valuable training resource for new employees, allowing them to quickly understand and perform their tasks correctly.
Work instructions tell you how
A work instruction is a written document that provides clear and precise steps to carry out a single instruction.
Clear and concise workplace instructions;
- ✅ Guarantee a consistent outcome out of common tasks or projects, no matter who the task owner is
- ✅ Can help reduce errors and/or workplace accidents
- ✅ Save time
- ✅ Facilitate continuous improvement
Follow a Workplace Instructions Checklist
- Title and short description of the task
- Objectives or expected results
- Purpose of the task
- Scope of the task
- Tools or skills required
- Safety requirements
- Step-by-step instructions for the task
- Expected outcome for each step and what to do in case of emergency/things-gone-wrong
Key differences between SOPs and work instructions summary
While SOPs and WIs are both important components of process documentation, there are key differences that set them apart. Understanding these differences is crucial for effectively utilizing these tools and optimizing your organization’s processes.
1. Scope and level of detail: SOPs provide a broad overview of the entire process, while WIs focus on specific tasks within that process. SOPs outline the sequence of steps, roles, and responsibilities, and necessary resources, whereas WIs delve into the specific actions to be taken for each task.
2. Complexity: SOPs are typically more complex and comprehensive compared to WIs. They cover the entire process and all its components, whereas WIs are task-specific and provide detailed instructions for executing individual tasks.
3. Audience: SOPs are designed for a wider audience, including employees, managers, auditors, and regulators. WIs, on the other hand, are primarily intended for the employees responsible for performing the tasks.
4. Purpose: SOPs focus on achieving consistency and compliance with standards, while WIs are aimed at ensuring accurate and efficient task execution.
5. Flexibility: SOPs are relatively stable documents, updated as needed when significant changes occur. WIs, however, can be more flexible and subject to frequent revisions based on feedback and continuous improvement efforts.
Understanding these differences is essential for defining the appropriate level of detail and scope for your process documentation.
Best practices for using SOPs, and work instructions
To maximize the benefits of standard operating procedures (SOPs) and work instructions (WIs), consider the following best practices:
- Keep them up to date: Regularly review and update SOPs and WIs to reflect any changes in processes, regulations, or best practices. Ensure that employees have access to the latest versions.
- Make them easily accessible: Provide employees with easy access to SOPs and WIs through a centralized repository or digital platform. Ensure that the documents are searchable and organized.
- Train employees on usage: Conduct training sessions to familiarize employees with the purpose and usage of SOPs and WIs. Emphasize the importance of following these documents for consistency and quality.
- Encourage feedback: Create channels for employees to provide feedback and suggestions on SOPs and WIs. Actively seek input to improve the clarity and effectiveness of the documents.
- Promote continuous improvement: Use SOPs and WIs as a foundation for process improvement initiatives. Encourage employees to identify areas for enhancement and propose changes.
- Integrate with performance management: Align the usage of SOPs and WIs with performance management systems. Consider incorporating adherence to these documents as part of employee evaluations.
- Regularly communicate updates: Whenever there are updates or changes to SOPs or WIs, ensure that employees are informed. Communicate the reasons for the changes and provide training if necessary.
Following these best practices will help organizations optimize the usage and benefits of SOPs and WIs, driving efficiency and quality in their operations.
Your process, SOPs, and work instructions summary
| Process | SOPs | Work Instructions |
| Addresses everyone | Addresses the personnel regarding that department | Addresses the personnel regarding that specific job function |
| Company-wide | Specific or various departments | Specific or various people |
| Very general | Focuses on the instructions for getting a specific job done |
Where to start with process, SOPs, and work instructions? Don’t panic! 🤯
We often get asked the difference between process, SOPs, and work instructions which is why we wanted to write this piece.
The next question we’re often asked next is “how on earth do I get this done?”
First step. Don’t panic!
Often in start-ups and scale-ups this information isn’t separate and that’s okay, however as you scale, it may be more useful to separate this out.
You may want to sign up for our FREE process challenge to help you get this done?
Or check out 10 Mistakes to avoid in documenting your processes.
