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A Standard Operating Procedure (SOP) is a set of comprehensive instructions compiled for teams to carry out routine processes. SOPs aim to achieve efficiency and consistency, while reducing miscommunication and mistakes.
SOPs are for any repetitive process that could benefit from operational efficiency, especially with multiple, cross-functional parties involved. Clear SOPs are one of the foundations of a successful, scaled digital adoption strategy (and a Digital Adoption Center of Excellence).
Use the 5 W's (Why, Who, What, When, Where) to understand what should be included in a SOP. Always start with the Why.
An SOP often includes one or more of the following components:
Flowchart
Table
Word document to add detail to any visuals
Start with standardization at the implementation/project level.
Common SOPs for Project Governance include:
Editor Organization & Naming Conventions
Content Branding & Style Guidelines
Once you've standardized Project Level Governance, move into Program Governance with the following SOPs designed to be the foundation for a Digital Adoption CoE:
Intake (Includes Prioritization & Approval)
Stakeholder Management (Broadened to include processes for the CoE to communicate more widely with current and prospective stakeholders as your DAP reach expands)
Technical Setup
Value Reporting (Broadened to include processes for reporting more aggregate value, by value driver, across multiple projects and departments)
An SOP is the standard process & ownership. Assets are corresponding tools which make the SOP tactical & actionable.
| Example Topic | Example Assets | Example SOPs |
| Intake & Approval | Intake & Approval Process (Includes ownership, defined phases with start and end criteria, and all process steps clearly outlined |
Consider the following scenarios:
Situation: Our CoE has an intake form but is not consistent with whether we use it.
Potential negative impact: Inconsistency in operations & stakeholder experience
Situation: Our CoE has an intake process written on a slide and in a word document, but we don't really enforce a formal intake form.
Potential negative impact: Wasted administrative work documenting the “ideal process” but not putting it into action; Inconsistency in operations and stakeholder experience
Understand the difference between Project Governance and Program Governance
Start small: You don't have to write a whole SOP all at once. Little bits of standardization go a long way, for example:
Who are your stakeholders? How often do they receive communications? (This is the start to your Stakeholder Management & Communication SOP)
What questions does the CoE ask to vet a potential project? (This is the start to your Intake SOP)