Processes That Work: 4 Benefits of Building a Strong SOP Category

PaulB Hardware, which is based in Lititz, Pennsylvania, and also has locations in Belleville and Mechanicsburg, Pennsylvania, has been process-oriented since its inception in 1947.

To ensure future success of the processes and the operation, two managers from PaulB Hardware—merchandising manager Josh Weaver and Lititz store manager Corby Russell—have made creating standard operating procedures (SOPs) a priority and share the top benefits of implementing SOPs in your operation.

1. Reduction in Employee Questions

   With SOPs in place, the PaulB managers have noticed that the constant questions from employees have decreased because when they don’t remember a step, instead of having to call the team lead or the supervisor and maybe disrupt them from what they’re working on, the SOPs are an easy reference point.

   “Think about a toolbox. If you use a screwdriver every day and keep it in the same well-labeled drawer, when you need to add a new screwdriver, you’ll know where it goes and how it fits,”
   Weaver says. “When employees have a question that is similar to an SOP they’ve already learned, they know to look in the place they are accustomed to looking.”

2. More Efficiency

   As each process becomes automated through an SOP, less work is required on the back end, freeing up more time for employees.

   “As we’ve brought efficiency through these SOPs, we’ve been able to absorb growth without adding additional staff,” Weaver says.

3. Increased Employee Engagement

   If an employee can complete their tasks through the SOPs without having to ask a lot of questions, their confidence goes up and they can enjoy their job more, which translates into retention and longevity.

   “Being able to keep those employees who have the knowledge they were taught through the SOPs is very valuable,” Russell says. “They become positive and confident contributors.”

4. Improved Customer Service

   While having SOPs in place may seem like a hindrance to customer service, the managers at PaulB Hardware have found the opposite results.

   “SOPs have sharpened our focus when it comes to customer care and engagement,”
   Weaver says. “Our goal isn’t to script our employees but encourage them to use their creativity to go the extra mile, while providing them the resources for the system and process pieces.”