1) What is it? It is a ‘policy within a policy’ (e.g. within a travel policy) – the overall policy will address macro issues whereas, where required, you can have a SOP which will address micro issues (2) Why have it? (a)It clearly details the ‘critical path’ of the business transaction (b) The documents required & to be completed are identified (c) It applies ‘WOW’ i.e. who must do what by when (d) When ‘the wheels come off’, it makes it simple to identify who is at fault (e) It should be an integral part of your risk management & be a separate contractual basis for suing
(3) Example: Vehicle rental – you should have a separate SOP with your customers (especially corporates) and another with the vehicle rental company – Ditto all third party service providers & especially payment procedures with big corporates and government departments!
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