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Operations / practical steps
Write procedures people can actually follow
Turn a task into a clear sequence with inputs, checks, exceptions and an accountable owner.
STEP 01
Define when the procedure applies
Name the task, trigger, scope and responsible role. List the inputs and access needed before work starts. State what the procedure does not cover so an unfamiliar case is escalated rather than forced through an unsuitable sequence.
STEP 02
Write observable actions
Use numbered steps with one action at a time. Refer to stable field names and include an example where interpretation is likely. Replace “check carefully” with the particular value, document or condition that the operator should inspect.
STEP 03
Include stop and escalation points
Explain what to do when an input is missing, a check fails or the expected screen is different. Name the escalation role and the evidence needed. Do not encourage people to work around approval, authentication or safety controls to complete the checklist.
STEP 04
Test with someone unfamiliar
Ask a colleague to perform the task using only the draft. Record questions and missed assumptions. Add an owner, version and review date, then retire old copies so the team can tell which procedure is current.
Choose the right next step
- Frequent repeatable task: a short checklist may be sufficient.
- Task with branches: show the decision conditions beside the steps.
- High-impact exception: route to an authorised reviewer rather than inventing a default action.
Worked example
“Process the refund” becomes a sequence: confirm the order reference, verify received items, obtain the required approval, record the refund reference and reconcile stock. A missing receipt stops the normal path and goes to the named exception owner.