Free Standard Operating Procedure (SOP) Template for Word & Google Docs

Start by defining the scope — what the procedure covers and where it begins and ends. Then assign ownership, write each step as a single discrete action in imperative language, document exceptions and decision points, and test the SOP with someone unfamiliar with the process. Using HubSpot's free SOP template eliminates the structural work so you can focus on documenting the procedure itself.

An SOP describes an entire process — including scope, ownership, and decision points — at a level appropriate for end-to-end execution. A work instruction describes a single task within a process at a granular, step-by-step level.

In other words, SOPs provide process-level guidance; work instructions provide task-level detail. Many organizations use both – a SOP as the parent document, with work instructions linked for complex individual steps.

Standard Operating Procedure Examples by Department

SOPs apply across virtually every business function. Common standard operating procedure examples include:

• HR: Employee onboarding SOP, performance review procedure, off-boarding checklist
• Customer service: Ticket escalation SOP, refund request procedure, complaint resolution protocol
• Finance: Expense approval SOP, invoice processing procedure, month-end close checklist
• IT: System access request SOP, incident response procedure, software deployment checklist
• Operations: Quality control SOP, inventory management procedure, supplier onboarding process
• Marketing: Content approval SOP, campaign launch checklist, social media response protocol
• Sales: Lead qualification SOP, proposal review procedure, contract execution checklist

Each of these SOP samples can be built using this same basic SOP template by HubSpot; simply customize to your specific process, team, and compliance requirements.

Creating an SOP from scratch is faster and more consistent when you start with a pre-built SOP template for Word or Google Docs like this one by HubSpot. Follow these steps:

Step 1: Define the scope before you write. Identify exactly where the process starts, where it ends, and which teams or systems are involved. A clearly scoped SOP is easier to write and easier to follow.

Step 2: Choose the right SOP format. Simple, linear processes work well as numbered step-by-step procedures. Processes with decision points or branching paths may need flowcharts or conditional logic sections. Match your SOP format template to the complexity of the process.

Step 3: Write steps in active, imperative language. Each step should describe one discrete action. Write "Click Save" — not "The user should click Save." Keep steps atomic: if a step requires two actions, split it into two steps.

Step 4: Document exceptions and decision points. Real processes have edge cases. Use the notes fields in your SOP outline to document what happens when a step produces an unexpected result or when standard procedure doesn't apply.

Step 5: Assign ownership. Name the role responsible for each procedure – not just the individual. Ownership tied to a role transfers automatically when personnel changes occur.

Step 6: Test the SOP before publishing. Have someone unfamiliar with the process follow the SOP exactly as written. Where they get stuck or confused is where the document needs revision. An untested SOP is an unfinished SOP.

Step 7: Set a review date. SOPs become outdated as tools, teams, and processes evolve. Set a review cycle – typically every 6–12 months – and assign a named owner to verify accuracy on each cycle.