Random Thoughts

Necessary Steps - Time Saving - Technology SOP's

Most businesses have some sort of SOP’s. How to shut down in the evening, lock doors, set alarms, and secure the building. In a medical setting, likely there are SOP’s for most medical processes. What about technology? When visiting practices, I have found time is spent trying to come to an answer or work around a problem without much process. This leads to staff frustration. There is a point person that is the go-to when something is no longer working as expected. If they are not available, there is an effort to power through or band-aid. Usually not a super effecient use of time.

No one wants to look through pages and pages, but if this becomes part of the training, staff meetings so that everyone is on the same page and knows exactly where to find that page, things can function a bit more efficiently. Breakdowns are inevitable, unavoidable in technology. The key is a quick answer with a resolution.

Each business will have varying needs for SOP categories and depending on equipment, certainly different SOP’s but here are a few to start. A total evaluation of workflow and process can help design efficient SOP’s for your business.

Consider these for starters:

• Help Desk Requests: This SOP should define the process for submitting and resolving help desk requests, including response time requirements and escalation procedures.

• Password Management: This SOP should outline how employees should create and manage passwords for their accounts, including password complexity requirements, password sharing rules, and password expiration policies.

• Email Management: This SOP should outline how employees should use email for company communications, including email etiquette, security guidelines, and attachment policies.

• Internet Usage: This SOP should outline the policies and guidelines for using the internet on company devices, including acceptable use policies, security guidelines, and restrictions on visiting certain websites.

• Backup and Recovery: This SOP should define the procedures for backing up important data and the steps to take in the event of a system failure or data loss.

Every day SOP issues:

• Printing issues: Defining steps to try before moving to call tech support. Checking for ink, paper, jams etc. Is error on the computer screen or on the printer itself? What steps need to be taken next.

• Locked Screen: Determine if loose cable, or program issue. What program was in process during lock up. This will direct you where to go for help.

• Phone issues: Document the issue and reach out to provider. Provider may have quick tips that you can include on SOP depending on phone service.

• Internet outage: Steps to determine if just the facility or community wide. Who to call when this happens?

• Lab equipment issue: Steps to determine if the machine is ok, or if a communication issue. Then who to call.

Each SOP need not to be long, or difficult. Some may be kept in a binder; some are best placed on a small card near the device. In any instance, the goal is a quick resource to avoid lengthy guessing. If not correctable in a couple of steps, then the path to the support necessary to correct the problem is in order.

These are just a few examples of simple IT SOPs that can help ensure the smooth and secure operation of your company's IT infrastructure. An analysis of workflow and current technology can be helpful in determining SOP’s necessary for the facility.