Step 1 of 6
Learn
Before you start
By the end of this lesson you will be able to:
- Explain the purpose of an SOP.
- Follow an SOP accurately.
- Identify missing steps and exceptions.
- Create a simple administrative SOP.
- Define what "done" means for a recurring task.
Key idea
A good SOP turns repeated work into a reliable process. A good VA can follow one, spot gaps, and help make the process clearer.
Learn
What belongs in a useful SOP?
| Element | Question |
|---|---|
| Purpose | Why does this process exist? |
| Trigger | When does it start? |
| Inputs | What information or files are required? |
| Tools/access | What systems are needed? |
| Steps | What happens, in order? |
| Exceptions | What unusual situations can occur? |
| Escalation | When should someone else decide? |
| Definition of done | What must be true when the process is complete? |
Observe → Practice
Spot what's missing
"Every Friday, check invoices, update the tracker, email anything overdue, then save everything in Drive."
Which of the 8 SOP elements does this instruction leave vague or undefined? Check all that apply, then check your answer.
Practice
Write a stronger SOP
Turn the Friday invoice instruction into a real SOP.
| Purpose | Ensure overdue invoices are identified and followed up on time each week. |
| Trigger | Every Friday, end of business day. |
| Inputs | Current invoice list from the accounting system, previous week's tracker. |
| Tools/access | Accounting software (view access), shared invoice tracker, Drive folder access. |
| Steps | 1) Pull the current invoice list. 2) Compare against the tracker and flag anything overdue. 3) Update the tracker status for each invoice. 4) Send the approved reminder email to each overdue client. 5) Save the updated tracker to the agreed Drive folder using the naming convention. |
| Exceptions | A client already disputing the invoice, or on an agreed payment plan — flag to the client instead of sending the automatic reminder. |
| Escalation | Any invoice overdue more than 30 days, or any client reply disputing a charge, goes to the client for a decision. |
| Definition of done | Tracker fully updated, every overdue invoice has a reminder sent or an escalation flagged, file saved with today's date. |
Practice → Decide
The SOP doesn't cover this
While following the invoice SOP, you find an overdue invoice for a client who's actively disputing the charge in a separate email thread — the SOP's Exceptions section doesn't mention this situation.
What should you do?
Apply
Work sample: Administrative SOP
Pick a different fictional recurring task (e.g. weekly social media posting, monthly report, onboarding a new client) and write its SOP.
💾 Save your work now. Copy this SOP into a Google Doc — that's part of your starter portfolio.
Preview / export
✓ Lesson 9 Processed
Nice work.
You've practiced turning a vague instruction into a real process — and knowing what to do when reality doesn't match the SOP.