SOP Enforcement Practices For Water and Wastewater Utilities

APRIL 2024: Lynn Short, CEO

In this article we share some of the inherent benefits of Standard Operating Procedure (SOP) creation and enforcement and the impact it can make on your utility.

Topics we will cover include:

1. Efficiency Gains
2. Reliability and Consistency of Results
3. Safety
4. Reduction in Training Time
5. Identification of Improvement Areas
6. Creating SOPs That Actually Work

So, let's get started. If you've ever been through a SOP workshop, it can bring back moments of terror, frustration or annoyance. And that's understandable. Many companies and utilities can seem to make many false starts to get it right. They do it on their own and rarely get the buy in from the ones that are involved in the procedure which creates resistance or animosity.

There are ways to do this so that it's effective and built to last.

EFFICIENCY GAINS FOR UTILITIES

It stands to reason that one of the key benefits of SOPs are to create efficiencies for the utility. The benefit of assembling experts in that particular task ensures that the procedure follows the best method for producing the best results while eliminating unnecessary tasks that otherwise create unproductive time.

When we look at this goal of creating efficiency, we start by testing the procedure against key metrics such as error corrections, time to complete, amount of lag time between task handoff and total cost to complete task.

This seems like a lot of "math" to confirm if the SOP meets the efficiency task, but in truth, this is where the rubber meets the road in identifying gaps in the procedure or small changes that will create a larger efficiency gain for the utility.

CREATING RELIABLE AND CONSISTENT RESULTS

When users of the SOPs follow them, you should end up with consistent results. When results waiver, you need to analyze the SOP and clarify gaps or work with the users of the SOP to identify areas of training required.

This consistency and reliability benefit the utility, whether it be billing accuracy, customer service, or safety.

PROMOTING SAFETY

All SOPs should have safety of the employee, customer or public in mind. SOPs that focus on safety can bring meaningful impacts to your utility such as reduction in workman's comp claims, insurance claims and overall employee happiness and satisfaction.

SOPs also have a keen knack at creating efficiencies that have developed naturally by safe practices. Adherence to SOPs ensures that everyone understands each step, the time it takes to require it, and the tools needed to do so. There are no surprises, or at least there shouldn't be.

Operators and field personnel should also take the time to make sure that they have all the equipment needed to complete the task and we always recommend that for tasks that require tools, a supplemental list of required tools or devices, accompany the SOP.

REDUCING EMPLOYEE TRAINING TIME

When you give a task to ten people and ask them to complete it without a clear SOP, you will likely get 10 different approaches. While this may be ok for small tasks, it creates a large training gap when it comes to onboarding a new hire quickly.

SOPs remove that ambiguity and help the new hire with a guideline of the necessary tasks needed to complete the overall objective. New hires can use it to reference as they are getting up speed and it reduces the amount of time a manager or mentor needs to spend with that new hire.

If you don't have a guidebook for new hires, this is a great place to start.

IDENTIFYING AREAS OF IMPROVEMENT

As you develop your SOPs and implement them into everyday life, you or your team will undoubtedly find ways to improve the SOP or find efficiencies. It's important to remember that SOPs are living, breathing documents that are meant to be updated regularly.

When we surveyed our clients currently undergoing SOP creation or updates, they reported that in the past they never made updates to the SOPs. Over time, employees became less concerned about following the procedures and mistakes and safety violations followed.

When you implement SOPs in your system, make a point of having a review of them at least quarterly or create a montly schedule to look at them alternately so that they are reviewed and updated at least once a year.

CREATING SOP'S THAT WORK

If you're just getting started with Standard Operating Procedures or you are a seasoned professional, we can help you document, update and implement solid SOPs to improve your utility efficiencies, reduce safety issues and create a more confident workforce. Here is how LSPS Solutions creates SOPs for our clients:

1. Work with client to identify processes that need SOPs.
2. Work with customer to set up SOP format that best suits their needs.
3. Communicate with client via site visit, telephone call, or video conference to get details of how chosen processes work and collect any pictures or documents to include in the SOPs.
4. Create draft SOP and submit to Client for 1st review.
5. Make all required changes to SOP and resubmit to client for final review and approval.

Want to learn more? Contact LSPS Solutions via LinkedIn, or through our website at www.lspssolutions.com or by phone: 361.212.8243