Maintaining our standards

Standard operating procedures (SOPs) are step-by-step instructions that act as guidelines for our work processes.

When colleagues follow the SOP for a particular task, they deliver a service that is consistent, predictable and meets the quality requirements our customers expect.

Over the last three years, the Standards & Commercial team have worked closely with CWU colleagues to refresh and review the existing content. This has included visiting test sites across the UK where frontline colleagues contribute to the final detail of the SOPs.

The support of this frontline expertise has been vital to enable more than 150 new style SOPs to be successfully deployed across parts of the pipeline. The remainder of the pipeline will at some point also see the new format SOPs.

In Edinburgh plant, workplace coach, Angela Wright, said: ‘The SOPs are very clear to follow and everyone in the unit is able to understand them and familiarise themselves on the required procedures’.

CWU rep, Davie Anderson, added: ‘We have a dedicated SOPs noticeboard as well as regular awareness updates during our Worktime Listening and Learning sessions’.

Shift manager David Condon, said: ‘The team have really embraced the SOPs and we are working together to upskill people if they have any training gaps. I believe this is a good thing and will go a long way to ensure we meet our customer promise’.

We have worked alongside the CWU to ensure the successful implementation of the new SOPs.

The CWU’s Mike Newport said: ‘SOPs present a good opportunity to refresh a particular process our members may have difficulty with. They can also be used as training aids for new starters or indeed, transferees from a different function or employer.

‘The SOPs also clearly illustrate how to do the job correctly and safely. I encourage all colleagues to make use of the SOPs, which should be available through their manager or workplace coach.’

Royal Mail’s standards performance manager, Agha Sadiq, added: ‘With our ongoing commitment to a high quality of service it is vital we focus on the correct way of doing things. SOPs are the essential foundation to satisfy customers and retain their loyalty.

‘The SOPs demonstrate the right procedures for every task, so they’re a key resource to help colleagues get their job right – first time, every time – across  the whole operation’.