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SOP – Standard Operating Procedure
A standard operating procedure (SOP) is a formal, documented, and highly detailed set of instructions for performing a specific task or activity, typically within a department or function.
SOPs are a subset of procedures covering tasks within a single department. Each SOP trains employees to perform tasks the same way every time, ensuring consistency, safety, and compliance with regulations.
For example, a company can define an SOP that outlines how customer service representatives handle a customer complaint. The steps might include acknowledging the complaint, gathering information, escalating the issue if necessary, and providing follow-up. Every customer service representative would be trained to follow this SOP documentation.