We’ve all seen headlines like “The Utility Industry is at the Center of a Massive Global Shift” and “The Great American Natural Gas Reckoning is Upon Us”—acting as a stark reminder that the natural gas industry is at an inflection point, and business as usual is no longer sufficient to tackle compounding modern challenges.
From constantly evolving technology to the increasing urgency of combating climate change, it is more critical than ever to ensure your business is proactively prepared for change by developing a strategic mindset, sound business processes and a formal approach to optimizing operations.
Where do you start when facing such complexity? With the basics.
As defined by SafetyCulture, a standard operating procedure, or SOP, is the documentation of instructions on how to execute a particular work procedure. It can act as a checklist that guides team members in carrying out complex work tasks effectively and safely.
Creating SOPs offers numerous benefits, from helping employees navigate complex situations to aligning end-to-end business processes and reporting with regulatory priorities. Critical errors, knowledge loss and training time decrease when you prioritize consistency and standardization of information and processes. SOPs act as references for problem-solving, tools for ensuring safety and mechanisms for standardizing organizational performance.
In our experience across the industry, effective SOPs contain the following elements:
Defined purpose. Begin with a clear statement of the procedure’s purpose and scope. This helps users understand both what the SOP covers and why it’s important. For example, instead of the purpose being to take a cathodic protection test point reading, the SOP should include why it is important to demonstrate compliance, ensure the system is healthy and confirm that no corrosive condition is present.
Consistent format. Pick a single template and use it consistently. If a single workgroup must navigate multiple procedure formats, errors can occur. Typical sections include purpose, scope, responsibilities, procedure steps, safety considerations, references and documentation.
User clarity. Know who will use the SOPs and tailor the language and detail level accordingly. Some SOPs will require very detailed steps, while others may need higher-level views.
Visual aids. Include diagrams, flowcharts or photographs to illustrate key steps or concepts where possible. Visual aids can significantly enhance understanding.
Equipment and materials. List all equipment, tools and materials required to perform the procedure.
Safety protocols. Highlight any specific hazards associated with the procedure and specify the required safety equipment or protective measures. Avoid listing general safety requirements tied to all work and focus on those unique to the procedure.
Roles and responsibilities. Clearly outline who is responsible for performing each step of the procedure and their qualifications. Include any supervisory or oversight roles and indicate when a condition found while performing the procedure requires escalation.
Reviews and tests. Before finalizing, have subject matter experts review the SOP for accuracy and completeness. Conduct a trial run of the procedure to identify potential issues or ambiguities.
Drafting the SOP is only the first step. Implementation and training arguably are just as critical. After all, even if your new SOP aligns with the absolute best practices, it will only be effective if your team is trained and able to access it. Procedures, training and qualification protocols should be in alignment and not contradictory.
So, how do you ensure that employees adhere to the SOPs, especially those with high consequences? Non-adherence is one of the biggest reasons procedures fail to provide the desired results. To ensure SOPs are followed, it is essential to integrate continuous training and accessible platforms where employees can easily find and reference these procedures. Procedures inside a book at the office or behind the seat of the crew leader’s truck do not support usage by those performing the work.
Then, regular audits and feedback loops help reinforce the importance of SOP adherence, ensuring compliance is not just a box-ticking exercise but an integral part of the organizational culture. Establish a system for documenting revisions to the SOP and maintaining version control, and make sure that all stakeholders have access to the latest version.
In an all-too-common scenario, an incident resulted from multiple sources of work procedures impeding operational efficiency and compliance. XYZ Commission reviewed ABC Utility’s SOPs and concluded they were too vague and lacked the necessary detail to ensure safety and compliance. Recognizing that the current SOP format was inefficient, the utility sought to overhaul its processes.
However, rather than hastily reacting, the company adopted a systematic approach to streamline the SOP writing process, focusing on a proactive mindset. The process involved creating standardized templates incorporating the industry’s best practices and providing comprehensive training to ensure all employees could seamlessly adapt to new procedures. The new format was designed to be detailed, clear and aligned with regulatory standards and the utility’s requirements.
One of the critical elements of the approach was fostering a collaborative environment where knowledge and best practices were shared openly. In facilitated workshops and training sessions, cross-functional teams actively engaged in the SOP development process. This collaborative effort ensured that the SOPs were thorough and effective and helped shift the utility’s culture toward a more proactive stance on procedural updates and compliance.
Furthermore, the renewed focus is setting the utility up for future success by embedding a culture of continuous improvement. This involves regularly reviewing and updating SOPs to reflect the latest industry standards and operational insights.
Improving SOP writing processes is crucial for companies that want to establish a single, reliable source of information for their procedures to help increase efficiency and compliance, confidently navigate the industry’s complexities and achieve sustainable success with effective operational procedures.
A strategic and proactive approach to SOP management is not just about compliance and safety; it is about driving operational excellence and securing your organization’s future in an ever-changing landscape. More than a tool or technology, it’s a mindset that empowers organizations to adapt, innovate and thrive. The time to act is now—start with the basics, engage your teams and build a foundation for future success.
Mosaic is a national consulting firm specializing in advisory and training services for the energy and utility industry.