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7/27/2019 How to write standard operating procedures
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Writ ing Standard
Operat ing
Procedu res and
Job Work
Instruct ions
This module was developed by Business Process Improvement. For more modules, please contact us at 281-304-9504 or visit our website www.spcforexcel.com
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In t roduct ion
• One of the easiest ways to reduce
variation in a process is to
standardize the way everyone
operates the process.
• Standard Operating Procedures
(SOPs) and Job Work Instructions(JWIs) help standardize the way a
process is operated.
– A Process Map is created.
– The boxes of the Process Map (PM)come to represent the SOPs for the
process.
– Detailed descriptions of how to do each
box of the PM become the JWIs/SOPs
for the process.
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In t roduct ion
• The SOPs and JWIs are created
by the "best of class" associateswho operate the process -- those
associates who perform best in the
process.
• These "best of class" associatescome together to pool their
knowledge and document the best
way to operate the process as it
now stands.
• Any obvious areas needing
improvement are addressed in this
model, but overall process
improvement is not addressed with
this model.
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Model for
DevelopingSOPs/JWIs
Meet withthose closestto the process
Determine thestarting and
ending pointsof the process
Develop the macro process map by sketching out thesteps in the process
Does everyoneagree with themacro processmap?
Number thesteps in the
macro processmap
Write the standard
operating procedure and job work instructions for
the process using thecontrolled document
format
Continuediscussion
until everyoneagrees
Yes
No
Step.1 Step.2 Step.3
Step.4
Step.5
Step.6 Step.7
For each step in themacro process flowdiagram, write thedetailed instructions for
how the step is done(job work instructions)
Does everyoneagree with the job
workinstructions?
Continuediscussion
until everyoneagrees
Are thereobvious areaswhere the
process can beimproved?
Make thechanges to the
procedure
No
Yes
Step.8
Step.9 Step.10 Step.12
Step.11
Meet withthose closestto the process
Meet withthose closest
to the process
Determine thestarting and
ending pointsof the process
Determine thestarting and
ending pointsof the process
Develop the macro process map by sketching out thesteps in the process
Develop the Process
By sketching out the
steps involved in the
process
Does everyoneagree with themacro processmap?
Does everyoneagree with theProcess map
Number thesteps in the
macro processmap
Number thesteps in the
Process map
Write the standard
operating procedure and job work instructions for
the process using thecontrolled document
format
Write the standard
operating procedure / job work instructions for
the process using thecontrolled document
format
Continuediscussion
until everyoneagrees
Continuediscussion
until everyoneagrees
Yes
No
Step.1 Step.2 Step.3
Step.4
Step.5
Step.6 Step.7
For each step in themacro process flowdiagram, write thedetailed instructions for
how the step is done(job work instructions)
For each step in the process map write the
detailed instructions forhow the step is done
(job work instructions)
Does everyoneagree with the job
workinstructions?
Does everyoneagree with the job
workinstructions?
Continuediscussion
until everyoneagrees
Continuediscussion
until everyoneagrees
Are thereobvious areaswhere the
process can beimproved?
Are thereobvious areaswhere the
process can beimproved?
Make thechanges to the
procedure
Make thechanges to the
procedure
No
Yes
Step.8
Step.9 Step.10 Step.12
Step.11
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Model for Develop ing SOPs/JWIs
• This model is usedwhen:
– We need to document
the way a job process
should work.
– We need for all
associates to do the
process the same way,
• Each step of the model
is described in detail inthe following slides.
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Step 1: Meet With Peop le Closest to the
Process
• Developing accurate SOPs and JWIs requires input
from people who work in the process.
• Associates need to understand the purpose for
creating SOPs and JWIs.
• Associates who are “best of class” should be
selected to participate in writing the SOPs and JWIs.
• Make sure that time are set a side, where associates
will not be interrupted, and will be able to focus on
the task at hand.
Output = A team of associates selected who are “best of
class” for the process to help develop the SOPs and JWIs.
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Step 2: Determ ine the Starting And End ing
Point
• The Team needs to reachconsensus on:
– The starting point of the
process.
– The ending point of theprocess.
• Write beginning and ending step
on two Post-It note and put on a
sheet of flip chart paper. Outpu t =Consensus reached
on beginning and
ending step of the
process being
documented.
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Step 3: Develop the Process Map
• The team is now ready to fill in “the
blanks” between the beginning and
ending steps in the process.
• The team will use additional Post-It
notes to write down, in order, the
steps between the beginning andend of the process.
• This creates the Process map which
shows the general, not the detailed,
steps in the process.• The steps of the Process Map are
the Standard Operating Procedures
(SOPs) for the process.
Output = Aprocess map
showing the SOPs
for the process
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Step 4: Do we Have Agreement?
• Does everyone agree with
the Process Map?
– If everyone agrees proceed
to step number 6.
– If everyone is not in
agreement, proceed to stepnumber 5.
Output = A Decis ion as to
whether al l team members
are in agreement with thecreated Process map.
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Step 5: Con t inue Discuss ion un t i l
Everyone Ag rees
• The standard operating procedures will describehow the process will be operated in the future.
• It is essential that everyone agrees on the steps
and the order in which they are in.
• Discussion must continue until consensus decisionis reached by the team on all the steps in the
process.
Outpu t = Ag reement on the standard operat ing pro ceduresfor the process .
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Step 6: Number the Steps in the Process
Map
• The boxes/each Post-It note, in the Process Map
needs to be numbered as sequentially as possible.
• The first box could be labeled as x.1, because it is aprocedure.
• The “x” is the number based on your control
document format.
• When preparing for ISO-9000 registration, allprocedures could have the number x first, then a
decimal point and then the sequential numbers of
the boxes of the process map (x.1, x.2, x.3, etc.).
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Step 6: Number the Steps in the Process
Map
• Once the boxes of the process map are numbered,
arrows should be drawn to connect the boxes.• Ensure that each decision point has both a “yes” and
a “no” path.
• The process map may or may not be part of your
documentation.• You may elect just to write out the steps as standardoperating procedures.
O utput = A p rocess map for the process w i th each of the
steps num bered sequent ial ly and with arrows drawn.
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Step 7: Write the JWI’s
• For each step in the
process map, write the
detailed instructions for how
the step is done.
• Beginning with the first step
of the process map, theteam writes down exactly
how the step is done.
• These are the job work
instructions (JWIs) for thestep.
• The JWIs are numbered
based on the number of the
steps in the Process map.
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Step 7: Write the JWI’s
• For example, the first JWI for the first step in the
Process Map could be numbered x.1.1.
• The second JWI for the first step could then be
numbered x.1.2, etc.
• JWIs need to be developed for every step in the
Process Map.
Outpu t = Job Wo rk Instruc t ions (JWIs) developed for each
step of the process map for the process.
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15
Step 8: Does Everyone Agree?
• Does everyone agree with the job work instructions?
• As with the Process Map, it is essential that the teamreach consensus on the job work instructions foreach step.
• If the team agrees, proceed to step 10.
• If there is disagreement, proceed to step 9.
Out Put = A decis ion as to w hether al l team members are in
agreement with the created job work ins truct io ns.
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16
Step 9: Cont inue Discussion un t i l Everyone
Agrees
• Job work instructions will
describe how the process
will operate in the future.
• It is essential that everyone
agrees on this step.
• Discussion must continue
until a consensus decision
is reached by all team
members on all JWIs.
Output = Ag reement on the
job work ins truc t ions fo r each
step of the process.
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Step 10: Obvious Areas for Process
Improvement?
• Are there obvious areas where
the process can be improved?• Remember we are only looking
for obvious areas for
improvement, overall process
improvement is not addressedwith this model.
• The team steps back and look
over each step of the process.
• If there are obvious areaswhere the process can be
improved, proceed to step 11.
• If there are not, proceed to step
12.
Out put = A
decis ion as to
wh ether th ereare obvious
areas where the
process can be
improved.
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Step 11: Make Changes to the Procedure
• The obvious areas for improvements needs to be
discussed and they should be reflected in
– Corrected standard operating procedure
– Corrected job work instructions
• When SOPs and JWIs have been revised they will
reflect the obvious areas for process improvement.
Output = Obvious process improvements made: SOPs and
JWIs revised to ref lect proc ess changes made .
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Step 12: Write the SOPs and JWIs using the
Contro l led Document Format
• If your organization is involved in ISO-9000 and has a
standard format to document SOPs and JWIs, these following
9 steps should be defined.1. Recipients: Specifies the distribution of the documents.
2. Purpose: Explains what purpose or objective the document is
supposed to accomplish.
3. Process Success Indicators: Shows Performance Metrics in
line with objectives
4. Scope: Indicates what segments of the organization or its
operations are affected by this document.
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Step 12: Write the SOPs and JWIs using the
Contro l led Document Format
4. Responsibility: Defines who is responsible forimplementation of this procedure.
5. Definitions: Explains words, terms, or abbreviations
not commonly known by any of the intended users of
the document.6. Procedure: Provides guidance on what actions are
required to accomplish the purpose of the document.
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Step 12: Write the SOPs and JWIs using the
Contro l led Document Format
7. References: Lists information that identifies other
documents that are mentioned in the contents ofthis document as Reference ().
8. Records/Attachments: Lists attachments and
necessary records to show status of processactivities/performance in line with objectives
9. Signature: Signature of approving official or theadministratively authorized delegate.
Outpu t: Final con trol docum ent form at detai l ing the SOPs
and JWIs for the process .
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Example - Controlled Document Format for SOPs & JWIs
1.0 Purpose
The purpose of this document is to provide procedures for writing standard operating procedures and job work instructions as required under Quality System Policy xx (Reference 1). In general, astandard operating procedure refers to the steps in a process map depicting the process. The jobwork instructions, which accompany the standard operating procedure, are the detailed instructions
for completing each step in the process map.PSI: Number of out of control variations in process output due to procedure
2.0 Scope
This procedure applies to all company associates who write standard operating procedures and jobwork instructions.
3.0 Responsibility
All associates have the responsibility to write standard operating procedures and job workinstructions as defined in this document.
4.0 Recipients All SOP/JWI Manuals.
5.0 Definitions
PFD: Process map
SOP: Standard Operating Procedure
JWI: Job Work Instruction
6.0 Procedure
The process map for this procedure is shown on the next page. The JWIs follow the PFD.
Company Name SOP/JWI
Manual Section: Prepared By:
William H. McNeese
Control Copy _______Subject: Standard Operating
Procedure/Job Work Instructionxxxx Writing Standard OperatingProcedures and Job WorkInstructions
Effective
Date:
Revision:
Initial Issue
Page: x of 6
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Example - Controlled Document Format for SOPs & JWIs
Process map for Developing Standard Operating Procedures and Job Work Instructions
Meet withthose closestto the process
Determine the
starting andending pointsof the process
Develop the macro
process map by sketching out thesteps in the process
Does everyoneagree with theProcess map?
Number thesteps in the
process map
Write the standardoperating procedure and
job work instructions forthe process using thecontrolled document
format
Continuediscussion
until everyoneagrees
Yes
No
6.1 6.2 6.3
6.4
6.5
6.6 6.7
For each step in the process map
write the detailedinstructions forhow the step is done
(job work instructions)
Does everyoneagree with the job
workinstructions?
Continuediscussion
until everyoneagrees
Are thereobvious areas
where the process can be
improved?
Make thechanges to the
procedure
No
Yes
6.8
6.9 6.10 6.12
6.11
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Example - Controlled Document Format for SOPs & JWIs
6.1 Meet with those closest to the process.
6.1.1 Select several associates who are closest to the process (i.e., involved in
actually performing the work) being documented by the standard operatingprocedure and job work instructions. Selected associates should be "best ofclass" (those who perform the best in the process).
6.1.2 Arrange a meeting time that will be convenient for the associates and thatwill have no interruptions.
6.1.3 Ensure that flip chart paper, pens, and post-it notes are available for themeeting.
6.2 Define the beginning and ending steps of the process.
6.2.1 Reach consensus on the beginning and ending steps of the process you aredocumenting. The beginning step will be the first block on the process map. Theending step will be the last block on the process map.
6.3 Develop the macro process map by sketching out the steps in the process.
6.3.1 Write down the first step and last step on post-it notes and place them on flipchart paper.
6.3.2 Using the post-it notes, write down each step in the process between the firstand last steps. A process map shows the general, not detailed, steps in a process(Reference 2). For example, a step in a process map may be "Enter the order into
the computer." The job work instructions to be written later will contain the detailsof how to "Enter the order into the computer."
6.3.3 The steps in the process map correspond to the SOP for the process.
6.4 Does everyone agree with the steps in the process map? If yes, go to step6.6. If no, go to step 6.5.
6.4.1 If there is disagreement on the steps in the process, go to step 6.5. Ifeveryone agrees, go to step 6.6
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Example - Controlled Document Format for SOPs & JWIs
6.5 Continue discussion until everyone agrees.
6.5.1 Since the standard operating procedures will describe how the process is to
be operated in the future, it is critical that everyone agree on the steps. Work mustcontinue until everyone reaches consensus on the steps in the process.
6.6 Number the boxes in the process map.
6.6.1 Number each box in the PFD beginning with step 6.1. Be sure that all boxesare numbered sequentially if possible.
6.6.2 All steps in the standard operating procedure are numbered as 6.x.
6.6.3 Draw in the arrows on the process map.
6.7 For each step in the process map, write the detailed instructions for how the
step is done (job work instructions).6.7.1 Beginning with the first step in the process map, write down exactly howeach step is done. These are the job work instructions for the first step. Completethis for each step in the process map.
6.7.2 The job work instructions are numbered based on the number of the step inthe process map. For example, the first job work instruction for the first step in theprocess map is numbered as 6.1.1, the second job work instruction for the firststep is numbered 6.1.2., etc.
6.8 Does everyone agree with the job work instructions? If yes, go to step 6.10. If
no, go to step 6.9.6.8.1If there is disagreement on the job work instructions, go to step 6.9. Ifeveryone agrees, go to step 6.10
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Example - Controlled Document Format for SOPs & JWIs
6.9 Continue to work on the PFD until everyone agrees.
6.9.1 Since the job work instructions will describe how the process is to be
operated in the future, it is critical that everyone agree on the steps. Work mustcontinue until everyone reaches consensus on the job work instructions.
6.10 Are there obvious areas where the process can be improved? If yes, go to step6.11. If no, go to step 6.12
6.10.1 If there are obvious areas where the process can be improved, go to step6.11. If there are not, go to step 6.12.
6.11 Make the changes to the procedure.
6.11.1 If there are obvious areas where the process can be improved, the
standard operating and procedures should be changed to reflect theseimprovements.
6.12 Write the standard operating procedure and job work instructions using thecontrolled document format.
6.12.1 Use the controlled document format shown in attachment A.
6.12.2 Write a brief explanation what purpose or objective the document issuppose to accomplish (1.0 Purpose in attachment A).
6.12.3 Determine and write what segments of the company or its operations areaffected by this document (2.0 Scope in attachment A).
6.12.4 Write the instructions for who is responsible for the procedure (3.0Responsibility in attachment A).
6.12.5 Specify what SOP/JWI manuals are to receive this document (4.0Recipients in attachment A).
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Example - Controlled Document Format for SOPs & JWIs
6.12.6 Write the definitions of any words, terms, or abbreviations not commonly known byany of the intended users of this document. (5.0 Definitions in attachment A).
6.12.7 Write the standard operating procedure as depicted in the PFD (6.0 Procedure inattachment A). These steps will be in boldface type on the controlled document.
6.12.8 Write the job work instructions that were developed for each step of the SOP.These will be in plain type face on the controlled document.
6.12.9 Make a list of any references mentioned in the document (7.0 References inattachment A). A reference should be made to the Quality System Policy that requiresthe development of this document.
6.12.10 Make a list of any records/attachments to the document (8.0Records/Attachments in attachment A). The process map should be an attachment.
6.12.11 Write down the title of the person who will approve the document and leave aplace for his/her signature.
7.0 References
(1) Quality System Policy xx
8.0 Records
Minutes of Process mapping/ review sessions, records of causes of processvariation due inarticulate procedures.
9.0 Signature
Approved: ____________________________
Title: ________________________________
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S i b tt28
Summary
• SOPs/JWIs are used to document the steps in a
process.
• SOPs/JWIs help standardize the way the process is
operated and help reduce variations.
• SOPs/JWIs are developed by “best of class.”