MacGyvered solutions and SOPs
When stand-alone software lacks direct integration with a core database, it’s common to MacGyver things together to make a process work. While a MacGyvered process — using what you have on hand to make things work — can be ingenious, it can also present a quality challenge for a Standard Operating Procedure (SOP) muddied by the ingenuity. When something in the MacGyvered process changes, frustration and additional work can occur if the SOP isn’t updated correctly.
Case in point: In a previous role, I used an SOP to perform end-of-month processing for a stand-alone leasing system which lacked integration with the company’s core database. The leasing system SOP included a MacGyvered process to move the system’s data to the core database using Excel files, a drive, and a sweep function.
During the process, two unique Excel files were created. The steps to create the files were located on two separate pages in the SOP. The first step created one type of file. The second step created another type of file. Both steps contained links to the same drive. The Excel files were dropped into the drive, and an automated program ‘swept’ the files out and uploaded them to the core database.
If I missed dropping one of the files into the drive, yet another workaround process would ensue.
One month, IT changed the drive location used for the sweep. The lease system administrator updated the SOP accordingly. When it came time for me to work the end-of-month process, I followed the SOP steps. The next day, the administrator notified me that I had missed dropping one of the files into the drive. The administrator provided the location of the drive I used, as well as the location of the new drive.
My practice, upon learning of a mistake, is to perform a root cause analysis to understand how to improve my performance. Upon reviewing the SOP, I discovered the administrator had not updated the link to the drive in one of the steps. Upon communicating this to the administrator, the link was corrected.
Quality checks are a powerful tool for reducing risk of SOP update errors. It’s best to perform quality checks in a timely manner, and prior to releasing the updated SOP to users. My top checks:
Perform an initial quality check on the updated SOP and pass it on to another user for review.
Engage a user Subject Matter Expert (SME) to perform tests using the updated SOP.
Communicate changes to all users of the SOP. Users can apply a ‘second pair of eyes’ and catch issues.
If possible, record changes to the SOP in the revision history, and require users to review the SOP’s revision history prior to use.
Effective Continuous Improvement begins with clarity on workflows, procedures, and training plans.
This blog was written and edited by a human!
© 2024 Lori K. Barbeau