Operations Manual

Organisation: [Organisation name] Owner of this manual: [Name / role responsible for keeping it current] Version: [e.g., 1.0] Last reviewed: [Date]

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1. Purpose and scope

State why this manual exists and what it covers.

• Purpose: [e.g., to document how [organisation] runs day to day so the team can work consistently and new people can get up to speed quickly.]
• In scope: [The teams, functions, or processes this manual covers.]
• Out of scope: [What this manual does NOT cover, and where to find it instead — e.g., conduct and leave policies live in the employee handbook.]
• Audience: [Who this is written for — e.g., all operations staff and new hires.]

2. Organisation and roles

List the roles involved in the processes below and what each is responsible for.

Role	Responsible for	Key contact
[Role / title]	[What this role owns]	[Name or email]
[Role / title]	[What this role owns]	[Name or email]
[Role / title]	[What this role owns]	[Name or email]

[Note: name the owner of each role. If one person holds several roles, list them once per role so cover is clear when they are away.]

3. Core processes and SOPs

Summarise the key processes in the table, then write a full SOP for each one beneath it.

Process	Owner	Trigger	Frequency	Linked tools
[Process name]	[Role]	[What starts it]	[How often]	[Tools used]
[Process name]	[Role]	[What starts it]	[How often]	[Tools used]
[Process name]	[Role]	[What starts it]	[How often]	[Tools used]

SOP: [Process name]

• Purpose: [What this procedure achieves.]
• Owner: [Role accountable for the procedure.]
• Trigger: [What starts it.]
• Prerequisites: [Access, tools, and information needed before starting.]

Steps:

1. [Action-led step — start with a verb.]
2. [Action-led step.]
3. [Action-led step.]
4. [Action-led step.]

• Done when: [The result that means the task is complete and correct.]
• Exceptions: [Common things that go wrong and what to do; escalate anything beyond this per section 6.]

[Note: copy the SOP block above for each process. Keep steps concrete enough that a new hire could follow them unaided.]

4. Tools and systems

List the software, accounts, and equipment the processes rely on.

Tool / system	Used for	Administered by	Where to get access
[Tool]	[Purpose]	[Role]	[How to request access]
[Tool]	[Purpose]	[Role]	[How to request access]

[Note: never store passwords here. Point to your password manager or access-request process instead.]

5. Standards and policies

Record the standards each process must meet and the operating rules everyone follows.

• [Standard or rule — e.g., respond to customer emails within one business day.]
• [Standard or rule — e.g., record every refund in the finance system on the day it is issued.]
• [Standard or rule.]

[Note: for detailed quality criteria, reference your quality assurance plan rather than duplicating it here.]

6. Escalation

State what to do when something goes wrong or a decision is above someone's authority.

Situation	Escalate to	How / how fast
[e.g., a process is blocked]	[Role / name]	[Channel and response time]
[e.g., a customer complaint]	[Role / name]	[Channel and response time]
[e.g., a system outage]	[Role / name]	[Channel and response time]

7. Revision history

Version	Date	Author	Summary of changes
[1.0]	[Date]	[Name]	[Initial version]
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