SOP for SOPs

FCMAT/California School Information Services

Standard Operating Procedure

for

Creating or Revising Standard Operating Procedures (SOP)

Version i-1

May 27, 2009

This document incorporates ITIL Best Practices

Copyright © 2009, FCMAT/California School Information Services

SOP for Creating or Revising SOPs version i-1

Table of Contents

1. Service Knowledge Management System............................................................................31.1 Program Documents Hierarchy...............................................................................................31.2 Intended Audience and Reading Suggestions..........................................................................3

2. Introduction.......................................................................................................................... 42.1 Document Purpose.................................................................................................................42.2 Document Conventions..........................................................................................................52.3 Revision Schedule..................................................................................................................52.4 Approval Authority................................................................................................................52.5 Document Organization..........................................................................................................5

3. Creating or Maintaining Standard Operating Procedures - Overview............................63.1 References and Links.............................................................................................................63.2 Assumptions About the Procedure..........................................................................................6

4. Roles and Responsibilities.................................................................................................... 7

5. CSIS Products or Services Related to this SOP..................................................................95.1 CSIS Services Related to this SOP.........................................................................................95.2 CSIS Applications Related to this SOP...................................................................................9

6. Clients Served and How the SOP Helps Ensure Value......................................................9

7. Creating New or Revising SOP – Procedure....................................................................107.1 Obtain Approval to Create or Revise SOP and Schedule the Work........................................107.2 Assign Responsibility...........................................................................................................117.3 Development of the Draft Outline.........................................................................................117.4 Outline Review....................................................................................................................127.5 Create First Draft of the SOP................................................................................................127.6 Review Draft SOP with Managers, Architects, and Impacted Staff........................................137.7 Revise Draft SOP.................................................................................................................147.8 Review Final Revised SOP...................................................................................................157.9 Create Final Draft of SOP.....................................................................................................167.10 Review SOP with CSIS Managers........................................................................................167.11 Approve SOP for Implementation.........................................................................................177.12 Publish New or Revised SOP...............................................................................................17

8. Creating or Revising SOPs – Procedure Diagram.................................................................19

Page 1 of 19


Revision History

Name Date Reason For Changes VersionNancy Sullivan 20090527 Revised based upon feedback i-0.6Nancy Sullivan 20090421 Revised based upon feedback i-0.5Nancy Sullivan 20090330 Updated to conform with Documents

Management SOP and to align with SOP Template

I-0.4

Nancy Sullivan 20090108 Made formatting changes to conform with current requirements

0.3

Nancy Sullivan 20081126 Updated to address ITIL 0.2Charles Burns 20000619 Initial Draft 0.1

Approval History

Approved By Title Version Approved Date ApprovedRuss Brawn COO i-1.0 May 27, 2009

Review Cycle

Review Cycle Review Date Reviewer Status-Action NeededEvery other year

Page 2 of 19


1. Service Knowledge Management System

CSIS uses SharePoint as its Service Knowledge Management System for program documents such as standard operating procedures (SOPs). SOPs are stored in the following location in SharePoint:

CSIS Document Library/Plan and or Procedure Documents/Standard Operating Procedure Guides

1.1 Program Documents Hierarchy

The CSIS Program Documents Hierarchy graphic is included to illustrate the relationship of this SOP to higher-level program documents such as the Program Charter for CSIS and the Strategic Plan for CSIS. The documents hierarchy for this SOP is included below.

1.2 Intended Audience and Reading Suggestions

The primary audience for this document is the management team and staff of the CSIS organization. Managers and those designees responsible for designing and implementing standard operating procedures must be thoroughly familiar with this document.

Page 3 of 19


Those reading this document may find it useful to read the CSIS Program Charter and the Transition Plan for CSIS Support of CALPADS, the document that describes CSIS’ plan to be fully prepared to assume responsibility for technical and operational support of CALPADS when the responsibility of IBM, the CALPADS vendor, ends.

Those responsible for developing new or revising existing SOPs should use this document in conjunction with the CSIS SOP Template.

The CSIS Program Charter may be found in SharePoint using the following path:

Documents library/Program Charter

The Transition Plan for CSIS Support of CALPADS may be found in SharePoint using the following path:

Documents library/Change Requests/CR 11977 - CALPADS Readiness/Project Plans CSIS/Transition Plan

The CSIS SOP Template may be found may be found in SharePoint using the following path:

Documents library/Plan and or Procedure Documents/Standard Operating Procedure Guides/SOP Template

2. Introduction

2.1 Document Purpose

CSIS uses SOPs to define specific process and procedures CSIS staff members are to follow to ensure consistent delivery of quality products and services that meet the needs of CSIS clients. CSIS has adopted the Information Technology Infrastructure Library (ITIL), version 3 as its framework for IT best practices. The functions or organizational units within CSIS follow processes aligned with the ITIL framework to help ensure CSIS consistently provides value to its clients. ITIL identifies specific processes across the service lifecycle. Standard operating procedures (SOPs) are a part of each of these processes. SOPs are the vehicles used to implement policy. For the purpose of this SOP:

Policy can be defined as formally documented management expectations and intentions (e.g. Issue Management Policy) or as decisions reached by management outside of documented policies. The latter are typically issues raised in Managers Meetings, discussed and resolved by a consensus of managers or by decree from the Chief Operations Officer. Policy states the rules the organization lives by.

Process is a structured set of activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into defined outputs. A process may include any of the roles, responsibilities, tools and management controls required to reliably deliver the outputs.

Procedure is a document containing steps that specify how to achieve an activity. Procedures are defined as part of processes. Procedures describe how policy is actually implemented.

Page 4 of 19


Once written and approved for implementation, SOPs become the roadmaps for operating the systems to support the CSIS mission. Each CSIS staff member needs to have immediate, online or hardcopy access to all SOPs that affect their actions and areas of responsibility.

This document describes the procedures for creating or revising Standard Operating Procedures (SOP) within the California School Information Services (CSIS) organization.

2.2 Document Conventions

The title page and header of this document should contain a version number in the form i-X.Y where:

i means the document has been written or revised to align with ITIL Best Practices.

X is the version number in sequence 1 through N

Y is the revision number in sequence .1 through .N

The first approved version of the document will be numbered i-1.0

Subsequent versions that represent substantial change to the document (for example, changes in scope such as adding or deleting work products or processes or major changes in the process) and will be serially numbered to the left of the decimal (for example i-2.0, i-3.0,...) once it has been approved by CSIS management.

Minor revisions (that is, format, spelling, updates to links or reference documents) will retain the major version number and increment the revision number to the right of the decimal (for example i-1.0, i-1.1, i-1.2,…).

2.3 Revision Schedule

This document shall be reviewed at least every other year and updated as necessary. SOPs are living documents. As procedures change or reference documents or links change, this SOP should be updated.

2.4 Approval Authority

The CSIS Chief Operations Officer (COO) shall approve the initial version of this document and updates to it that result in a change in the “X” part of the version number. Minor revisions (e.g. changes in the “Y” part of the version number) and minor updates to procedures do not require COO approval; these revisions are approved by the manager responsible for the SOP.

2.5 Document Organization

This document contains 9 mandatory sections. These sections are:

Section 1 presents SharePoint as the CSIS Service Knowledge Management System for program documents, the CSIS Document Hierarchy, the intended audience and reading suggestions.

Page 5 of 19


Section 2 is an introduction to the document, describing the document purpose, conventions, revision schedule, approval authority, and document organization.

Section 3 provides a brief overview of procedure, references and assumptions.

Section 4 describes roles and responsibilities related to this SOP.

Section 5 describes CSIS products or services related to this SOP.

Section 6 describes clients for the products or services related to this SOP and how this SOP will ensure value to clients.

Section 7 details the process step-by-step procedures for this SOP.

Section 8 includes the diagram of the procedures.

Section 9 includes key performance indicators for the process.

3. Creating or Maintaining Standard Operating Procedures - Overview

This SOP resides within the ITIL Knowledge Management Process. This SOP specifically addresses procedures used to develop or revise SOPs to ensure CSIS uses a consistent process for creating and maintaining standard operating procedures. CSIS staff will primarily use MicroSoft Word and Visio as tools in creation and maintenance of SOPs. The expected deliverables as a result of executing these procedures are SOPs that are consistent with the SOP template and provide clear, step-by-step instructions for carrying out procedures or references to documents that contain these detailed instructions.

3.1 References and Links

The following documents are referenced in this Standard Operating Procedure (SOP):

Standard Operating Procedures Template: Documents library/Plan and or Procedure Documents/Standard Operating Procedure Guides/SOP – Template

Documents Management SOP: Documents library/Plan and or Procedure Documents/Standard Operating Procedure Guides/SOP – Documents Management

3.2 Assumptions About the Procedure

This SOP will be used by staff in all CSIS departments since each department is responsible for writing and maintaining specific SOPs.

Those assigned to write or update SOPs will be given adequate time to write them.

Managers will provide direction on development of the SOPs and play an active part in reviewing and commenting on drafts.

Page 6 of 19


Most SOPs will define how a process is used across the entire CSIS Program and will not be limited to procedures for a specific department. As a result, this SOP assumes all managers and architects will be involved in the review of most SOPs.

Those writing SOPs will use this document, the CSIS SOP Template, and the Documents Management SOP as reference documents.

Individuals or departments that fail to provide feedback during the development of a new or revised SOP are accepting the document as is.

4. Roles and Responsibilities

A RACI (Responsible, Accountable, Consulted, and Informed) Matrix is included below to describe general roles and responsibilities of those involved in developing, reviewing and approving SOPs. Roles and responsibilities for specific steps in the procedures are described in more depth in Section 7.

Table 1: Definition of Responsible, Accountable, Consulted, and Informed

Role Role Code

Definition

Responsible R This role completes the actual work and owns the problem; this role is the “Doer.” There can be multiple R’s.

Accountable A This role approves the completed work and is held accountable for it. “The bucks stop here.” There should only be one A.

Consulted C This role has information and/or capability to complete the work. This role is “in the loop” as two-way communication occurs, usually between the “C” and the “R”. There can be multiple C’s.

Informed I This role is to be informed of progress and results. This role receives one-way communication, usually from the R. This role is “kept in the picture” but is not involved in creating it.

Table 1: RACI Matrix for Creating or Revising SOPs

Roles/Steps Involved in Creating or Revising an SOP

COO Manager or Architect

Responsible for the SOP

Other Managers

or Architects

Staff Assigned the

Responsibility to Draft the

SOP

Other CSIS Staff

Impacted by the SOP

Request Approval to Create or Revise SOP

C RA C

Page 7 of 19


Roles/Steps Involved in Creating or Revising an SOP

COO Manager or Architect

Responsible for the SOP

Other Managers

or Architects

Staff Assigned the

Responsibility to Draft the

SOP

Other CSIS Staff

Impacted by the SOP

Approve the Creation or Revision of the SOP and if not yet defined, designate a manager or architect to oversee the development

RA C C

Assign Responsibility for developing the SOP

RA

Develop the Outline C RA

Provide feedback on outline

R RA R

Create First Draft C RA C

Review Draft RA R

Revise Draft SOP C RA C

Review Revised SOP R RA R R

Create Final Draft C RA

Review Final Draft R RA R

Approve RA C C I I

Page 8 of 19


5. CSIS Products or Services Related to this SOP

5.1 CSIS Services Related to this SOP

This SOP will impact all of the services in the CSIS Service Catalog since it will shape all standard operating procedures used by CSIS.

5.2 CSIS Applications Related to this SOP

This SOP does not have a direct impact on any of the applications maintained by CSIS.

6. Clients Served and How the SOP Helps Ensure Value

Customers for the services impacted by this SOP include staff in local education agencies, CDE staff, staff in other government agencies, staff in Postsecondary institutions, and FCMAT and CSIS staff.

All CSIS SOPs are designed to enhance the value CSIS provides to its customers through a focus on utility and warranty.

Utility, or fitness for purpose, is the functionality offered by a product or service to meet a particular need.

Warranty, or fitness for use, is a promise or guarantee that a product or service will meet its agreed requirements.

Specifically, this SOP assists in the delivery of both utility and warranty as it serves as the model for developing other SOPs and provides an illustrative example of what an SOP looks like when created using the CSIS SOP Template.

1. A description of how the SOP will help ensure it enhances the utility of these products and services.

This SOP will enhance the utility of CSIS products and services by documenting the ITIL-aligned procedures CSIS staff are to follow when creating or revising a SOP. When staff follow this SOP, they will use a consistent, well-defined process that supports implementation of the ITIL framework. Specifically, this SOP will helps staff develop procedures focused on the CSIS service strategy. By tying the procedure back to specific services and requiring CSIS staff to document how the procedure helps ensure the product or service meets specific customer needs, this and other SOPs will ensure service strategy is the foundation for all CSIS procedures.

2. A description of how the SOP will help ensure each product or service meets its requirements.

Page 9 of 19


This SOP and the SOP Template will enhance the warranty of CSIS services by expanding the required components of SOPs to include the artifacts or deliverables and key performance indicators (KPIs) for each procedure. Using the deliverables and KPIs, CSIS can monitor whether or not the procedures are having the intended result and take corrective action if they are not.

This SOP includes KPIs in Section 9. See that section for an explanation of how KPIs contribute to CSIS’ continual service improvement process.

7. Creating New or Revising SOP – Procedure

When there is an expansion of the scope of CSIS operations, or a new policy is adopted that impacts CSIS processes, CSIS will examine the need to create a new SOP to document how the new functions or policy will be implemented.

As CSIS evolves, changes may be needed in the standard operating procedures. It is the responsibility of CSIS managers and architects to recognize these evolutionary changes and to request that SOPs be updated accordingly.

The procedure for developing a new or revising an existing SOP are:

7.1 Obtain Approval to Create or Revise SOP and Schedule the Work

Description - Obtain approval to create or revise a SOP and establish a target completion date.

Objective – To decide whether or not to create or revise a SOP, and, if so, to update the Master Schedule to include the task of writing the SOP as well as the expected completion date.

Prerequisite – A new function is added to the organization’s scope of operations or there is a major change in the way CSIS does business resulting in the need to document new procedures or update an existing SOP.

Steps:

1. A manager, architect, or staff member recognize and document the need for the new or revised SOP and submit the request and justification for consideration at a Managers Meeting or Master Calendar Meeting.

2. The COO, managers and architects discuss the request and justification.

3. The COO makes a decision as whether to proceed with the new or revised document.

4. The COO assigns a manager to be responsible for the document.

5. The CSIS managers agree upon a target completion date for the document.

6. The responsible manager informs the Project Manager who updates the master schedule.

Timing – There is no specific schedule for this step.

Deliverable – The master schedule is updated to include the SOP and its target completion date.

Page 10 of 19


7.2 Assign Responsibility

Description - Assign the responsibility for creating or revising the SOP to a specific individual.

Objective – To identify who is responsible for creating or revising the SOP.

Prerequisite – The COO has approved the creation or revision of the SOP.

Steps:

1. The manager responsible for the SOP assigns an individual to the task.

2. The manager notifies the managers, architects and project managers of the assignment.

Timing – This step should be completed within one week after the CCO approves creating or revising an SOP.

Deliverable – The required notification is sent.

7.3 Development of the Draft Outline

Description – Create a draft outline for the new or revised SOP.

Objective – To create a draft outline that can be used to obtain feedback to ensure the development of the first draft is consistent with expectations for the document.

Prerequisite – This task’s prerequisite is to receive the assignment to create the SOP.

Steps:

1. Using the CSIS SOP Template, the assigned staff person creates an outline for the SOP, including the steps required to implement the process being defined or updated. As appropriate, the staff member includes the following in the outline of the procedure section (section 7) of the SOP: Description, Objectives, Steps, Prerequisite, Timing, Responsibility of, Deliverable, Handoff, Notifications, Artifacts or Deliverables, and Best Practices. If Exceptions or Errors can be anticipated, the staff member also include those in the outline along with alternate actions to take if they occur.

2. As necessary, the assigned staff person consults with his/her manager to receive guidance on development of the draft.

3. Once drafted, the SOP outline is uploaded to Sharepoint.

4. The staff person responsible developing the SOP notifys the managers, architects and project manager that the outline is ready for review.

Timing – There is no specific schedule for this step. The amount of time that it takes to draft an SOP outline is wholly dependent on the complexity of the task and number of staff, departments and agencies that are affected by it. The outline should be completed in a timeframe consistent with completing the final SOP by the scheduled completion date.

Page 11 of 19


Exceptions – If the staff member cannot develop the outline without additional direction, the SOP will be scheduled for a bi-weekly review and the staff member will communicate their questions to the managers and architect prior to the bi-weekly review.

Deliverable – A draft outline of the SOP is stored in SharePoint, or in the case of exceptions, prior to the bi-weekly review, an email that details questions is sent from the responsible staff person to managers and architects.

7.4 Outline Review

Description – Review and discuss the draft outline, or in the case of exceptions, the questions regarding the creation of the outline.

Objective – To build consensus on the content of the SOP to ensure the first draft is consistent with expectations.

Prerequisite – Managers and architects review the draft outline or questions prior to the outline review meeting.

Steps:

1. The staff member responsible for the document walks the managers and architects through the draft or the outstanding question(s).

2. CSIS managers and architects review the draft outline to ensure it is clear, aligned with ITL where desired, and of sufficient detail to result in a SOP that contributes to enhancing the value of CSIS services. The CSIS managers and architects provide input and, if disagreements exist, they come to consensus on feedback.

3. The staff member responsible for the draft takes notes on the feedback.

4. The managers, architects, and the staff member discuss the schedule for completion of the document and confirm it will be drafted by the scheduled date.

The action at bi-weekly reviews may also

Timing – This step is scheduled for the first bi-weekly review after the draft outline is complete or after the questions are sent to managers.

Exceptions – If it appears the document will not be completed on schedule, mitigation options such as assigning other staff or freeing the staff member assigned from other responsibilities will be discussed. If necessary, a modification to the schedule will be discussed.

Deliverable – The staff person responsible has notes on how to revise the outline.

7.5 Create First Draft of the SOP

Description – Create the first draft of the document

Objective – To develop a first draft that is consistent with expectations.

Page 12 of 19


Prerequisite – This task’s prerequisite is that the staff person responsible has a clear understanding of what is to be included in the SOP.

Steps:

1. Using the outline, feedback on the outline from the CSIS managers and architects, and the CSIS SOP Template, the staff member responsible for the SOP begins drafting the document.

2. During the development, staff member meets with her/his managers and other staff who will be using the SOP or who will be impacted by it to ensure the SOP is written from an unbiased and well-defined perspective.

3. The staff member completes both the narrative and a graphical flow diagram as shown in the CSIS SOP Template.

4. The staff member loads the completed draft into SharePoint.

Timing – There is no specific schedule for this step. The amount of time that it takes to draft an SOP is wholly dependent on the complexity of the task and number of staff, departments and agencies that are affected by it. The draft should be completed in a timeframe consistent with completing the final SOP by the scheduled completion date.

Exceptions – If the development of the SOP is not progressing and the SOP is unlikely to be completed by the scheduled due date, the SOP will be scheduled for a bi-weekly review and mitigation options such as assigning other staff or freeing the staff member assigned from other responsibilities, will be discussed.

Deliverable – A draft form of the SOP is stored in SharePoint.

Notification – The staff person responsible developing the SOP notifies the architects and managers that the draft is ready for review.

7.6 Review Draft SOP with Managers, Architects, and Impacted Staff

Description – Review draft with managers, architects and staff who will be impacted by the SOP

Objective – To gather feedback from the managers, architects and staff who will be impacted by the SOP and come to consensus on necessary changes and next steps.

Prerequisite – The completed draft from the previous step.

Steps:

1. The draft SOP is taken to the bi-weekly review meeting and is also submitted to staff member(s) affected by the procedures.

2. Affected staff attend the bi-weekly meetings or submit individual comments.

3. Managers and architects attend the bi-weekly meeting and provide feedback designed to ensure the SOP is clear, aligned with ITL where desired, and of sufficient detail so as to

Page 13 of 19


ensure consistent implementation of procedures that contribute to enhancing the value of CSIS services.

4. The staff member responsible for the document takes notes on the feedback received.

5. If conflicting feedback is submitted, managers and architects come to consensus on the changes to be made.

6. Managers, architects, and the staff person responsible for the draft also come to consensus on whether the revised draft will return for discussion at another bi-weekly review or if, itis ready to be submitted for approval once the changes have been made.

7. The responsible staff person documents who was invited to provide feedback, who did and who did not.

Timing – Depending on the complexity of the process being standardized and documented, this step can take anywhere from a day to several months. This timing should be determined at the outset and taken into consideration when creating a target completion date.

Responsibility of – All departments and staff impacted by the SOP are responsible for reviewing the draft SOP.

Deliverable – The responsible staff member documents feedback from the various departments. The responsible staff person also documents who was invited to provide feedback, who did and who did not as a means of documenting that the process has been followed.

7.7 Revise Draft SOP

Description – Modify the draft and store the revised draft in Sharepoint.

Objective – To revise the draft based upon the feedback received.

Prerequisite – Feedback documentation, notes or emails from reviewers and agreement from the review (Section 7.6) as to whether the document returns for another bi-weekly report or is forwarded as a final draft following the revision.

Steps:

1. Using feedback gained from the bi-weekly meetings and review step, the assigned staff member modifies the draft. If necessary, the staff member consults with his/her manager or other staff impacted by the SOP.

2. The staff member stores the revised draft in Sharepoint with track changes turned on and notifies managers and architects that the revised draft is available.

3. The staff member notifies managers and architects that the revised draft is available and, based upon the previous agreement, reminds them whether the document is to be scheduled for another bi-weekly review or if it is being submitted for final review.

Timing – There should be little delay between the feedback being received and the draft SOP revision and republication. Delay in this step may cause the reviewers to forget what was in their minds during the review and thereby causing more delays.

Page 14 of 19


Exceptions – If the development of the SOP is not progressing, the SOP will be scheduled for a bi-weekly review and mitigation options will be discussed.

Responsibility of – The person revising the SOP should be the same person that wrote the original draft.

Deliverable – Revised SOP is stored in SharePoint with the revision history noting the date, major changes made and who provided the feedback which caused the revision to be made.

7.8 Review Final Revised SOP

Description – Complete a final review of the document before it is forwarded to management for approval.

Objective – To provide staff impacted by the SOP with a final opportunity to review the document before it is forwarded for approval.

Steps:

1. All staff affected by the procedure review the SOP one last time before it is forwarded to management for approval.

2. Each staff member will send an email to the staff member responsible indicating whether or not they have any final suggestions. A copy of that email is sent to all managers and architects.

3. The responsible staff person documents who was invited to provide feedback, who did and who did not.

4. If comments are received, go to Section 7.9. If not, go to Section 7.10.

Prerequisite – The revised SOP that has been vetted through bi-weekly meetings, all necessary changes have been made, the agreement was made at the last bi-weekly meeting that once final changes were made, the document could be submitted for final review. The staff member responsible for the document has sent notification that the SOP is ready for final review.

Timing – The review of the revised SOP should take place within a few days of the final bi-weekly review of the draft SOP. This keeps the process fresh in the minds of the reviewers.

Exception – Some (one or all) of the reviewers may ask for major changes. If this occurs, then instead of going on to the next step of creating a final draft, the process should revert back to another revise and review loop (steps 7.7 and 7.8).

Responsibility of – Each staff member, department and/or agency affected by the SOP.

Deliverable – Emails back from each reviewer to the author stipulating either that the new draft looks acceptable or that additional changes are needed with specific suggestions for changes. A record of who did and didn’t provide feedback on this version of the draft.

Page 15 of 19


7.9 Create Final Draft of SOP

Description – Create the final draft of the SOP and forward it for approval

Objective – To incorporate any final suggestions into the draft document.

Prerequisite – Notes from each of the reviewers either accepting the SOP as is or requesting minor wording changes.

Steps:

1. The SOP author will:

a. make any minor changes received from the reviewers in the previous step, accept all tracked changes, and turn tracked changes off,

b. label the document “Final Draft”,

c. send email copies to each CSIS manager, and

d. mail the Chief Operations Officer with a request to add the manager’s review to an upcoming CSIS Managers Meeting.

Timing – The final draft should be created within a few days of sending out the revised document from the previous step.

Deliverable – The final draft of the SOP (with updated revision history) stored in SharePoint, notification that it is available for review emailed to each CSIS Manager and updated agenda for upcoming CSIS Managers Team meeting.

7.10 Review SOP with CSIS Managers

Description – Review of the SOP by the CSIS managers

Objective – To provide the managers one last opportunity to comment on the document.

Prerequisite – The final draft from the previous step.

Steps:

1. During a regularly scheduled CSIS Managers Meeting, the managers, architects and the staff person responsible for the SOP will review the final draft SOP. If the SOP only affects a single department (i.e. an internal departmental SOP) this review may be only cursory. If many departments or other agencies are affected, this may be a very detailed, in depth review.

2. If minor changes are suggested, make these changes.

3. If major changes are made, return to Section 7.7.

Page 16 of 19


Timing – Complete the review as soon as it can be fit into a regularly scheduled Managers Meeting. Delays in final review of the SOP may negatively impact the functional operations of CSIS.

Exceptions – If the SOP has been thoroughly vetted, this step may be completed via email. If the CSIS managers have all actively participated throughout the development process and have indicated their support of the document as is, this step may be skipped.

Deliverable – Meeting notes that depict the responses of the CSIS managers to the SOP and either an SOP that is ready for final approval or an SOP that has been sent back for additional revisions.

7.11 Approve SOP for Implementation

Description – The Chief Operations Officer approves the SOP and it is placed into the CSIS Library.

Objective – To document the approval of the document.

Prerequisite – Managers acceptance of final draft.

Steps:

1. The staff person responsible for the document or his/her manager forwards the document to the Chief Operations Officer.

2. The COO indicates his/her approval via email.

3. The staff person updates the version number of the document as appropriate, the revision history and the approval history per the Documents Management SOP. The words “Final Draft are removed from the cover page and saves the final document into the SharePoint.

Timing – Directly following the Managers Meeting.

Deliverable – Approved SOP in SharePoint.

7.12 Publish New or Revised SOP

Description –Notify all employees that the approved SOP is available in SharePoint.

Objective – To ensure all employees know the approved SOP is available.

Prerequisite – COO approval of the SOP.

Steps:

1. The staff person responsible for the SOP sends an email to all CSIS employees that the approved SOP is available in SharePoint.

Timing – Directly following the COO approval.

Page 17 of 19


Deliverable – Notification to staff.

Page 18 of 19


8. Creating or Revising SOPs – Procedure Diagram

Page 19 of 19

CSIS Management

Team

SOP Author Affected Department,

Staff, Agencies

Chief Operating

Officer

7.1 Obtain

approval to create

or revise SOP

7.5 Create first

draft of the SOP

7.7 Revise draft

SOP

7.4 Outline review:

Review and provide

feedback

7.8 Review Final

Revised SOP

7.6 Review draft

SOP

7.9 Create Final

Draft of SOP

7.10 Review SOP

with CSIS

Managers

7.11 Approve SOP

for Implementation

7.12 Publish New

or Revised SOP

7.2 Assign

responsibility for

writing the SOP

7.3 Develop draft

outline