When talking with clients, I often find there is a misunderstanding when I ask about procedures or work instructions. Often, I am shown work instructions when I ask about a procedure, and vice versa. So, what are they, and what function do they serve?

Starting at the top level, policies are usually implemented by senior management. Policies are rules and do not go into details about how a task is performed or machine settings. For example, in my home, I have an unwritten policy that I will make pizza weekly, with exceptions for certain activities, such as visiting family, travel, or invitations to a function or event. Note that the policy does not dictate how to make the pizza. It is simple and to the point. Workplace policies could include that all products will be inspected before leaving the plant or that there is no smoking on the property.

After a policy has been established, the company needs to know how to conform to it. This is done with a procedure. Procedures provide specific “who,” “what,” “when,” and “where” details. Procedures are not work instructions; they do not have all the details, nor do they provide the “how” answers. Once a procedure is written and approved, it must go through a revision and approval process (often dictated by a revision and approval procedure).

If I continue with my Weekly Pizza Policy, the procedure should look something like this: (See if you can determine if the procedure answers the who, what, where, and when details.)

The Pizza Chef is responsible for the following:

• Before grocery shopping day on Wednesdays (assuming there is a policy stating that grocery shopping happens every Wednesday), determine the desired toppings for Friday’s pizza. Verify the ingredients for pizza are in stock. If not, list the ingredients on the weekly shopping list. Go shopping and purchase the missing ingredients.
• On Thursdays, make the dough and refrigerate it overnight.
• Verify the pizza oven temperature calibration.
• On Friday evening, preheat the pizza oven, toss the pizza dough, add toppings, bake, and serve.
• Clean the kitchen.

Note that the SOP did not specify the quantities of water, flour, yeast, oil, and salt for the dough. It also didn’t explain how to use the Hobart mixer (I wish I had one). Nor did it specify the temperature to cook the pizza. That information is in the written work instructions. The pizza procedure will need multiple work instructions, one for adding to the shopping list, one for making the dough, one for tossing the dough, etc. Each work instruction will provide the “how” details.

Depending on how your policies and procedures are written, work instructions can be living documents. Often, operators can write notes on the work instructions. If improvements are made through a kaizen (process improvement) event, work instructions can be easily changed and approved by management. Remember to document the changes made in case they need to be reverted. Many organizations will also document training in the new work instructions.

I hope this helps you understand the differences between Policies, Procedures, and Work Instructions. Tell me about some of your experiences. Are your SOPs answering the “how” details?

If you need more guidance on this topic, contact me, and we can have a discussion. I have written hundreds of policies, procedures, and work instructions, and I can help you write yours to meet specifications and standards. Contact me here to set up an appointment.