# [SOP title: start with a verb, e.g. "Process a customer refund"]

**SOP ID:** [DEPT-000]  
**Version:** [1.0]  
**Owner:** [Role or name]  
**Approved by:** [Role or name]  
**Last reviewed:** [YYYY-MM-DD]  
**Next review:** [YYYY-MM-DD]

Format: step-by-step. Use it for linear tasks that are done in a fixed order.

## Purpose

[One or two sentences: why this procedure exists and what goes wrong without it.]

## Scope

- Covers: [what situations, teams, products or locations this applies to]
- Does not cover: [related tasks handled by a different SOP, and where to find it]

## Roles and responsibilities

| Role | Responsibility |
|---|---|
| [Role] | [What they do in this procedure] |
| [Role] | [What they do in this procedure] |
| [Approver] | [What they approve, and any thresholds] |

## Before you start

- Tools and access: [software, logins, equipment]
- Inputs: [documents, information or approvals needed before step 1]
- Reference: [policy, price list or other SOP, with link]

## Procedure

1. **[Verb + object].** [Who] [does what], [by when]. [Where it is recorded.]
2. **[Verb + object].** [Who] [does what].
   - [Sub-step or detail]
   - If [condition], [what to do instead, or go to Exceptions].
3. **[Verb + object].** [Who] [does what], within [time limit].
4. **[Verb + object].** [Who] [does what].
5. **[Verb + object].** [Who] [confirms completion and tells whoever needs to know].

## Checklist

- [ ] [Key item from step 1]
- [ ] [Key item from step 2]
- [ ] [Key item from step 3]
- [ ] [Completion confirmed and recorded]

## Exceptions and escalation

- If [situation], contact [role] at [channel] before continuing.
- If [situation], stop and [action].

## Records to keep

| Record | Where | Kept for |
|---|---|---|
| [Record] | [System or folder] | [Retention period per your policy] |

## Review

[Owner] reviews this SOP every [6 or 12 months], and whenever [tool, policy or team] changes.

## Change log

| Date | Version | Change | By |
|---|---|---|---|
| [YYYY-MM-DD] | [1.0] | [First version] | [Name] |

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## Short example

### Order office supplies

**Owner:** Office manager. **Runs:** Every other Monday.

1. **Check stock.** Office manager counts paper, toner and kitchen supplies against the par list at [link] by 10am.
2. **Build the order.** Office manager adds anything below par to the cart in [supplier portal].
   - If the order is over [$300], send it to [Operations manager] for approval first.
3. **Place the order.** Office manager submits the order and saves the confirmation to [Finance > Receipts].
4. **Receive and put away.** Office manager checks the delivery against the confirmation and reports any shortage to the supplier within 2 business days.