{"id":4160,"date":"2019-11-15T18:38:40","date_gmt":"2019-11-15T18:38:40","guid":{"rendered":"https:\/\/www.peeriosity.com\/shared-services\/articles\/?p=4160"},"modified":"2022-09-01T20:42:32","modified_gmt":"2022-09-01T20:42:32","slug":"standard-operating-procedure-quality-audits","status":"publish","type":"post","link":"https:\/\/www.peeriosity.com\/shared-services\/articles\/2019\/11\/standard-operating-procedure-quality-audits\/","title":{"rendered":"Standard Operating Procedure Quality Audits"},"content":{"rendered":"\r\n

Introduction<\/strong><\/p>\r\n\r\n\r\n\r\n

In the world of Shared Services where hundreds of employees work together to complete work activities across a wide range of back-office processes and geographies, managing an ongoing change process where standard procedures are created and frequently updated as customer needs change or as new technologies or processes designs<\/a> are implemented, is a key success factor.\u00a0 As important is the review process to ensure that the policies and procedures at a detailed level are being consistently followed and applied. \u00a0<\/p>\r\n\r\n\r\n\r\n

Ensuring that policies and procedures, including detailed desk procedures, are consistently understood and followed with any exceptions identified and defined is a key success factor for any Shared Services operations<\/a>.\u00a0 For many, this means defining a process for quality audits of all Standard Operating Procedures as a check on compliance.<\/p>\r\n\r\n\r\n\r\n

iPollingTM<\/sup> Results Review<\/strong><\/p>\r\n\r\n\r\n\r\n

Recently a Service Management Lead at a Peeriosity member company created a poll to better understand how peer companies were performing Standard Operating Procedure quality audits.\u00a0 The first poll question asked about the approach member companies were taking to perform Standard Operating Procedure quality audits.\u00a0 The results indicate that 42% are conducting a self-audit, where each team is responsible to perform the audit. While no companies reported relying on a peer audit where reviews are completed by separate teams, within Shared Services, 26% report the audits are completed by an internal Shared Services QA team, with 5% relying on audits that are completed by an external party.\u00a0 An additional 16% reported using a mix of self-audits, internal audits<\/a>, and external audits.\u00a0 Only 11% reported that they did not have a formal audit process in place.\u00a0<\/p>\r\n\r\n\r\n\r\n

\"performance<\/figure>\r\n\r\n\r\n\r\n

The second poll question looked at the frequency of Standard Operating Procedure<\/a> audits to occur.\u00a0 The range covered almost every option, with 6% auditing bi-weekly and 60% selecting either quarterly, bi-annually, or annually.\u00a0 18% indicated there wasn\u2019t a scheduled frequency, and 24% reported that it depended on the type of audit that was being conducted.\u00a0 Here are the details:<\/p>\r\n\r\n\r\n\r\n

\"at<\/figure>\r\n\r\n\r\n\r\n

Below are several of the comments from Peeriosity members that provide additional insight:<\/p>\r\n\r\n\r\n\r\n