Writing and Implementing Standard Operating Procedures

Richard StupPenn State Dairy Alliance(814) 652-6430RichStup@psu.edu

Top 10 reasons why I need SOPs?

6. Because they help relief workers to do the job right.7. Because some jobs are dangerous.8. Because training is much easier with SOPs than

without. 9. Because people need direction and order to be

happy.10. Because they help people to focus on specific

activities that lead toward goal achievement. 11. Because you can’t really make changes until you

have control of the system.

Top 11 reasons why I need SOPs?

1. Because variation costs you big buck$.2. Because they improve communication and

teamwork among workers, management, and advisors.

3. Because many workers today have previous farm experience.

4. Because many workers today don’t have previous farm experience.

5. Because it’s tough to give good feedback when it’s not clear what you want.

The Performance Triangle

Trai

ning

/Coa

chin

gFeedback

Standard Systems

Program Learning Objectives

• Define the two types of variation and how SOP’s may be used to control special cause variation.

• Write an SOP using an appropriate format, identify important steps and sub-steps, and choose a workable level of detail.

• Develop a plan to generate buy-in from the dairy’s workers, managers, and advisors.

Part One

Systems, Procedures, Steps, and Variation

Milking Equipment System

Old-fashioned Chocolate CakePrep Time: 20 min.

Start to Finish: 2 Hrs. 50 min.

• 3/4 cup (1-1/2 sticks) butter or margarine, softened

• 1-2/3 cups sugar • 3 eggs • 1 teaspoon vanilla extract • 2 cups all-purpose flour • 2/3 cup HERSHEY'S Cocoa • 1-1/4 teaspoons baking soda• 1 teaspoon salt • 1/4 teaspoon baking powder • 1-1/3 cups water • 1/2 cup finely crushed hard

peppermint candy (optional)

1. Heat oven to 350°F. Grease and flour two 9-inch round baking pans or one 13x9x2-inch baking pan.

2. In large mixer bowl, combine butter, sugar, eggs and vanilla; beat on high speed of electric mixer 3 minutes. Stir together flour, cocoa, baking soda, salt and baking powder; add alternately with water to butter mixture, beating until blended. Add candy, if desired. Pour batter into prepared pans.

3. Bake 30 to 35 minutes or until wooden pick inserted in center comes out clean. Cool 10 minutes; remove from pans to wire racks.Cool completely. Frost as desired. 10-12 servings.

The Dairy Farm Consists Of Systems

Feeding Milking

Waste Management

Herd Health& Reproduction

Feeding

Waste Management Herd Health

Milking•Preparing equipment

•Moving cows

•Milking

•Clean-up

Systems Consist of Procedures

Systems Consist of Procedures

•Mixing & distributing feed•Measuring intake•Maintaining feeding area•Ordering supplies

Waste Management

Herd Health

Milking

Feeding

Procedures Consist of Steps

1. Dry wipe dirt and debris from the first cow’s udder.

2. Predip all 4 teats with the green dip cup.3. Strip 2 squirts of milk from each teat and

observe for abnormal milk. 4. Repeat steps 1, 2 and 3 with the second and

third cows on the same side.5. Return to the first cow and thoroughly wipe

with a clean towel.6. Attach unit to first cow and adjust.

Danger!Variation Zone

When can SOP’s help improve a system?

1. When variation must be controlled2. When safety risks are present3. When numerous people perform the same

procedure4. When outside advisors’ input is needed5. When management wants to create a “culture of

improvement”6. When objective feedback on performance is

desired7. When steps and decisions can be standardized

So what is the big problem with variation?

High Variation

1

1.5

2

2.5

3

3.5

4

4.5

5

Day 1 Day 2 Day 3 Day 4 Day 5 Day 6 Day 7

Degree of mixing

Lower Variation

1

1.5

2

2.5

3

3.5

4

4.5

5

Day 1 Day 2 Day 3 Day 4 Day 5 Day 6 Day 7

Degree of mixing

Common Cause Variation

• Common cause variation is the result of the myriad imperceptible changes that occur in the everyday operation of a process (Farnum, 1994).

• Common causes of variation produce points on a control chart that over a long period all fall inside the control limits. Common causes of variation stay the same day to day, lot to lot (Deming, 2000).

Special Cause Variation

• Special cause variation is variation for which one can find definite causes. Ordinarily special cause variation will fall further from the mean than common causes.

• A special cause of variation is something special. Not part of the system of common causes. It is detected by a point that falls outside the control limits (Deming, 2000).

Dealing With Variation

• Mistake 1: To react to an outcome as if it came from a special cause, when actually it came from common causes of variation

• Mistake 2: To treat an outcome as if it came from common causes of variation, when actually it came from a special cause.

Increased Yield from Standardized Milking Routine*

5000

7000

9000

11000

13000

15000

17000

130 DIM 305 DM

Standard (1st Lact)Variable (1st Lact)Standard (2-3 Lact)Variable (2-3 Lact)

* Rasmussen, 1990. J. Dairy Science

Value of Increased Milk Yield

Average increased milk yield

X Milk price/lb

Value of increased milk

X 100 cows

811 lbs

$.12

$97.32

$9732

Part 2

SOP Formats and Writing

SOP Formats

• Simple Steps

• Hierarchical Steps

• Graphic

• Enhanced Graphic

• Flowcharts

• Flowchart/Stepwise Hybrid

Simple Steps

1. Wipe dirt and debris from the first cow’s udder.2. Pre-dip all 4 teats with the green dip cup.3. Strip 2 squirts of milk from each teat and observe

for abnormal milk.4. Repeat steps 1,2,and 3 with the second and third

cows on the same side.5. Return to the first cow and thoroughly wipe with a

clean towel.6. Attach unit to the first cow and adjust.

(Continues)

Simple Steps

Strengths• Easy to write• Easy to follow• Logical flow

Weaknesses• Lack of detail• Tends to get long if

detail is included• Keeps all steps at

same level• Does not handle

decisions well

Hierarchical SOP1. Wipe dirt and debris from the first cow’s udder.

a) Use your gloved hand to remove dry dirt and bedding.

b) Use a clean paper towel to dry the teats and udder if they are wet.

2. Predip all 4 teats with the green dip cup.a) Squeeze dip up from bottom reservoir so that teat chamber is

3/4 full.

3. Strip 2 squirts of milk from each teat and observe for abnormal milk.

a) Squirt milk onto black surface of strip cup.

b) Abnormal milk may appear watery, bloody, or have clots or flakes.

c) If any abnormal milk is found refer to Parlor SOP #2 “Dealing With Cows Showing Abnormal Milk.”

Hierarchical Steps

Strengths• Easy to write• Easy to follow• Logical flow• Handles details very

well• Allows different

levels of steps

Weaknesses• Does not handle

decisions well

1 . S w e e p fe e d re fu s a lsto e nd o f fe e d b u nk .

2 . S c o o p fe e d re fu sa lsinto T M R m ixe r.

3 . R e c o rd w e ight o ffe e d re fu s a ls in fe e d e rno te b o o k

4 . D is trib u te fe e dre fu sa ls in b u nk a ts te e r p e n.

1 . C he c k fe e d e rno te b o o k fo r a m o u nto f ingre d ie nts to m ix

2 . A d d p ro te inc o nc e ntra te fro m b in# 1 . R e c o rd lb s a d d e din fe e d e r no te b o o k .

3 . A d d gro u nd c o rnfro m b in # 2 . R e c o rdlb s a d d e d in fe e d e rno te b o o k .

4 . A d d c o rn s ila gefro m b u nk e r # 1 .R e c o rd lb s a d d e d infe e d e r no te b o o k .

5 . A d d ha y la ge fro mb u nk e r # 2 . R e c o rd lb sa d d e d in fe e d e rno te b o o k .

1 . M ix fe e d fo re xa c tly 5 m inu te s .

2 . D o no t m o v etra c to r w hile m ixe r isru nning.

3 . R e c o rd to ta la m o u nt o f fe e d inm ixe r in fe e d e rno te b o o k .

1 . D is trib u te fe e de v e nly a lo ng e ntirele ngth o f fe e d b u nk .

2 . R e c o rd tim e infe e d e r no te b o o k

3 . R e tu rn tra c to r a ndm ixe r to e q u ip m e ntshe d .

P rep a re F eed b u n k L o ad M ix e r M ix F eed D is trib u te F eed

Graphic Format

Graphic Format

Strengths• Easy to write• Easy to follow• Logical flow• Handles long

procedures well

Weaknesses• Does not handle

decisions well

The Enhanced Graphic Format

Dip

1. Dip teats with dipping tool. Make sure that every teat is entirely covered with dip.

Strip

2. Strip 3 squirts of milk from each teat.– Observe for clotting, flakes, or any other unusual

appearance.

Dry

3. Clean and dry all teats using a clean paper towel for each cow. – Be sure to remove all dirt, especially around the end

of the teat.

Apply

4. Attach milking unit and adjust.

Flowchart FormatAbnormal milk

detected.

Perform CMT test for

mastitis.

Record, date, time, Cow ID, affected

quarter/s, and severity on milker

report

Collect sterile samples from

affected quarters, label,

and store in refrigerator.

No

Yes

Yes

(Continues off page.)

Is milk bloody

or watery?

Is mastitis present?

Parlor SOP: Cows with

Abnormal Milk

Flowchart

Strengths• Easy to follow• Logical flow• Handles decisions

very well

Weaknesses• More difficult to write• Does not handle

details well

Standard Flowchart Symbols

Decision

Start/EndRecord or document

Action

Direction Arrows

Yes

No

Hybrid Flowchart/

Steps Format

Which format should I use?

Many decisions?

More than 10 steps?

Best SOP format

No No Simple Steps

No Yes Hierarchical or Graphic

Yes No Flowchart

Yes Yes Flowchart

Level of Detail: Criteria for Including a Step or Sub step

1. Is the step essential to completing the activity?2. Are there safe and unsafe says of completing the

step?3. Will variation in how the step is completed affect

animal health or well-being?4. Will variation in how the step is completed affect

performance results?5. Will variation in how the step is completed

significantly affect efficiency?6. Is there another significant reason why the step must

be completed in a particular way?

Activity

1. Divide up into teams of two.

2. Select a procedure and draft a simple steps or hierarchical steps SOP.

3. Select a procedure and draft an SOP in flowchart format.

Part 3

SOP Implementation and Improvement

Overcoming Resistance

• Attitude: “We’ve done it just find the old way up to now!”

• Problem: Fear of change

• Solution: Explain need for change and listen to concerns. Overcome with communication.

Overcoming Resistance

• Attitude: “This is no benefit to me, just extra work!”

• Problem: WII-FM (What’s In It For Me)

• Solution: Share mission and values of the business. Explain how improvement benefits everyone.

Overcoming Resistance

• Attitude: “The boss wants to micro-manage everything we do.”

• Problem: Lack of empowerment.

• Solution: Encourage people to take an active role in shaping change and improving quality.

Seven Steps to Successful SOPs

1. Plan for results Design SOPs with definite results in mind. Improves communication and cooperation with

stakeholders Leads to appropriate monitors

2. Write a first draft Gives a basis for discussion Reduces excessive speculation about how to begin

3. Internal review Access ideas Build commitment and buy-in

Seven Steps to Successful SOPs

4. External Review Access ideas and expertise Build commitment and buy-in

5. Testing Let someone unfamiliar with the job try to

follow the procedure

6. Post In workplace and employee information

Seven Steps to Successful SOPs

7. Train Define the learning objective Explain and demonstrate both why and how each

step is done Give opportunity for learner to practice Observe and make key corrections Provide appropriate feedback Be patient, follow up as needed with coaching

The Simple S-T-P Problem Solving Model

• S = Situation (problem)• Clearly define the problem• Seek to clarify all points of view

• T = Target (ideal)• Clearly define the target• Clarify all aspects of the ideal situation

• P = Plan• Don’t rush to plan until S and T are thoroughly defined and

understood by all parties.

• Each part must be developed in order.

Procedural Drift

• Caused by a lack of buy-in or lack of feedback• Critical to get buy-in from staff and encourage

everyone to take “ownership” of procedures• Critical to set up a monitoring system and keep it

going• Important to assign responsibility for collecting

information and providing feedback

In Conclusion• Plan SOPs for specific results

• Use an inclusive process, everyone really needs to buy in to them

• Monitor performance and provide feedback to everyone

• Create a “culture of continuous improvement”