writing and implementing standard operating procedures
TRANSCRIPT
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Writing and Implementing Standard Operating Procedures
Richard StupPenn State Dairy Alliance(814) [email protected]
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Top 10 reasons why I need SOPs?
6. Because they help relief workers to do the job right.7. Because some jobs are dangerous.8. Because training is much easier with SOPs than
without. 9. Because people need direction and order to be
happy.10. Because they help people to focus on specific
activities that lead toward goal achievement. 11. Because you can’t really make changes until you
have control of the system.
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Top 11 reasons why I need SOPs?
1. Because variation costs you big buck$.2. Because they improve communication and
teamwork among workers, management, and advisors.
3. Because many workers today have previous farm experience.
4. Because many workers today don’t have previous farm experience.
5. Because it’s tough to give good feedback when it’s not clear what you want.
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The Performance Triangle
Trai
ning
/Coa
chin
gFeedback
Standard Systems
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Program Learning Objectives
• Define the two types of variation and how SOP’s may be used to control special cause variation.
• Write an SOP using an appropriate format, identify important steps and sub-steps, and choose a workable level of detail.
• Develop a plan to generate buy-in from the dairy’s workers, managers, and advisors.
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Part One
Systems, Procedures, Steps, and Variation
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Milking Equipment System
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Old-fashioned Chocolate CakePrep Time: 20 min.
Start to Finish: 2 Hrs. 50 min.
• 3/4 cup (1-1/2 sticks) butter or margarine, softened
• 1-2/3 cups sugar • 3 eggs • 1 teaspoon vanilla extract • 2 cups all-purpose flour • 2/3 cup HERSHEY'S Cocoa • 1-1/4 teaspoons baking soda• 1 teaspoon salt • 1/4 teaspoon baking powder • 1-1/3 cups water • 1/2 cup finely crushed hard
peppermint candy (optional)
1. Heat oven to 350°F. Grease and flour two 9-inch round baking pans or one 13x9x2-inch baking pan.
2. In large mixer bowl, combine butter, sugar, eggs and vanilla; beat on high speed of electric mixer 3 minutes. Stir together flour, cocoa, baking soda, salt and baking powder; add alternately with water to butter mixture, beating until blended. Add candy, if desired. Pour batter into prepared pans.
3. Bake 30 to 35 minutes or until wooden pick inserted in center comes out clean. Cool 10 minutes; remove from pans to wire racks.Cool completely. Frost as desired. 10-12 servings.
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The Dairy Farm Consists Of Systems
Feeding Milking
Waste Management
Herd Health& Reproduction
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Feeding
Waste Management Herd Health
Milking•Preparing equipment
•Moving cows
•Milking
•Clean-up
Systems Consist of Procedures
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Systems Consist of Procedures
•Mixing & distributing feed•Measuring intake•Maintaining feeding area•Ordering supplies
Waste Management
Herd Health
Milking
Feeding
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Procedures Consist of Steps
1. Dry wipe dirt and debris from the first cow’s udder.
2. Predip all 4 teats with the green dip cup.3. Strip 2 squirts of milk from each teat and
observe for abnormal milk. 4. Repeat steps 1, 2 and 3 with the second and
third cows on the same side.5. Return to the first cow and thoroughly wipe
with a clean towel.6. Attach unit to first cow and adjust.
Danger!Variation Zone
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When can SOP’s help improve a system?
1. When variation must be controlled2. When safety risks are present3. When numerous people perform the same
procedure4. When outside advisors’ input is needed5. When management wants to create a “culture of
improvement”6. When objective feedback on performance is
desired7. When steps and decisions can be standardized
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So what is the big problem with variation?
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High Variation
1
1.5
2
2.5
3
3.5
4
4.5
5
Day 1 Day 2 Day 3 Day 4 Day 5 Day 6 Day 7
Degree of mixing
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Lower Variation
1
1.5
2
2.5
3
3.5
4
4.5
5
Day 1 Day 2 Day 3 Day 4 Day 5 Day 6 Day 7
Degree of mixing
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Common Cause Variation
• Common cause variation is the result of the myriad imperceptible changes that occur in the everyday operation of a process (Farnum, 1994).
• Common causes of variation produce points on a control chart that over a long period all fall inside the control limits. Common causes of variation stay the same day to day, lot to lot (Deming, 2000).
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Special Cause Variation
• Special cause variation is variation for which one can find definite causes. Ordinarily special cause variation will fall further from the mean than common causes.
• A special cause of variation is something special. Not part of the system of common causes. It is detected by a point that falls outside the control limits (Deming, 2000).
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Dealing With Variation
• Mistake 1: To react to an outcome as if it came from a special cause, when actually it came from common causes of variation
• Mistake 2: To treat an outcome as if it came from common causes of variation, when actually it came from a special cause.
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Increased Yield from Standardized Milking Routine*
5000
7000
9000
11000
13000
15000
17000
130 DIM 305 DM
Standard (1st Lact)Variable (1st Lact)Standard (2-3 Lact)Variable (2-3 Lact)
* Rasmussen, 1990. J. Dairy Science
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Value of Increased Milk Yield
Average increased milk yield
X Milk price/lb
Value of increased milk
X 100 cows
811 lbs
$.12
$97.32
$9732
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Part 2
SOP Formats and Writing
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SOP Formats
• Simple Steps
• Hierarchical Steps
• Graphic
• Enhanced Graphic
• Flowcharts
• Flowchart/Stepwise Hybrid
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Simple Steps
1. Wipe dirt and debris from the first cow’s udder.2. Pre-dip all 4 teats with the green dip cup.3. Strip 2 squirts of milk from each teat and observe
for abnormal milk.4. Repeat steps 1,2,and 3 with the second and third
cows on the same side.5. Return to the first cow and thoroughly wipe with a
clean towel.6. Attach unit to the first cow and adjust.
(Continues)
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Simple Steps
Strengths• Easy to write• Easy to follow• Logical flow
Weaknesses• Lack of detail• Tends to get long if
detail is included• Keeps all steps at
same level• Does not handle
decisions well
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Hierarchical SOP1. Wipe dirt and debris from the first cow’s udder.
a) Use your gloved hand to remove dry dirt and bedding.
b) Use a clean paper towel to dry the teats and udder if they are wet.
2. Predip all 4 teats with the green dip cup.a) Squeeze dip up from bottom reservoir so that teat chamber is
3/4 full.
3. Strip 2 squirts of milk from each teat and observe for abnormal milk.
a) Squirt milk onto black surface of strip cup.
b) Abnormal milk may appear watery, bloody, or have clots or flakes.
c) If any abnormal milk is found refer to Parlor SOP #2 “Dealing With Cows Showing Abnormal Milk.”
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Hierarchical Steps
Strengths• Easy to write• Easy to follow• Logical flow• Handles details very
well• Allows different
levels of steps
Weaknesses• Does not handle
decisions well
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1 . S w e e p fe e d re fu s a lsto e nd o f fe e d b u nk .
2 . S c o o p fe e d re fu sa lsinto T M R m ixe r.
3 . R e c o rd w e ight o ffe e d re fu s a ls in fe e d e rno te b o o k
4 . D is trib u te fe e dre fu sa ls in b u nk a ts te e r p e n.
1 . C he c k fe e d e rno te b o o k fo r a m o u nto f ingre d ie nts to m ix
2 . A d d p ro te inc o nc e ntra te fro m b in# 1 . R e c o rd lb s a d d e din fe e d e r no te b o o k .
3 . A d d gro u nd c o rnfro m b in # 2 . R e c o rdlb s a d d e d in fe e d e rno te b o o k .
4 . A d d c o rn s ila gefro m b u nk e r # 1 .R e c o rd lb s a d d e d infe e d e r no te b o o k .
5 . A d d ha y la ge fro mb u nk e r # 2 . R e c o rd lb sa d d e d in fe e d e rno te b o o k .
1 . M ix fe e d fo re xa c tly 5 m inu te s .
2 . D o no t m o v etra c to r w hile m ixe r isru nning.
3 . R e c o rd to ta la m o u nt o f fe e d inm ixe r in fe e d e rno te b o o k .
1 . D is trib u te fe e de v e nly a lo ng e ntirele ngth o f fe e d b u nk .
2 . R e c o rd tim e infe e d e r no te b o o k
3 . R e tu rn tra c to r a ndm ixe r to e q u ip m e ntshe d .
P rep a re F eed b u n k L o ad M ix e r M ix F eed D is trib u te F eed
Graphic Format
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Graphic Format
Strengths• Easy to write• Easy to follow• Logical flow• Handles long
procedures well
Weaknesses• Does not handle
decisions well
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The Enhanced Graphic Format
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Dip
1. Dip teats with dipping tool. Make sure that every teat is entirely covered with dip.
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Strip
2. Strip 3 squirts of milk from each teat.– Observe for clotting, flakes, or any other unusual
appearance.
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Dry
3. Clean and dry all teats using a clean paper towel for each cow. – Be sure to remove all dirt, especially around the end
of the teat.
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Apply
4. Attach milking unit and adjust.
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Flowchart FormatAbnormal milk
detected.
Perform CMT test for
mastitis.
Record, date, time, Cow ID, affected
quarter/s, and severity on milker
report
Collect sterile samples from
affected quarters, label,
and store in refrigerator.
No
Yes
Yes
(Continues off page.)
Is milk bloody
or watery?
Is mastitis present?
Parlor SOP: Cows with
Abnormal Milk
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Flowchart
Strengths• Easy to follow• Logical flow• Handles decisions
very well
Weaknesses• More difficult to write• Does not handle
details well
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Standard Flowchart Symbols
Decision
Start/EndRecord or document
Action
Direction Arrows
Yes
No
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Hybrid Flowchart/
Steps Format
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Which format should I use?
Many decisions?
More than 10 steps?
Best SOP format
No No Simple Steps
No Yes Hierarchical or Graphic
Yes No Flowchart
Yes Yes Flowchart
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Level of Detail: Criteria for Including a Step or Sub step
1. Is the step essential to completing the activity?2. Are there safe and unsafe says of completing the
step?3. Will variation in how the step is completed affect
animal health or well-being?4. Will variation in how the step is completed affect
performance results?5. Will variation in how the step is completed
significantly affect efficiency?6. Is there another significant reason why the step must
be completed in a particular way?
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Activity
1. Divide up into teams of two.
2. Select a procedure and draft a simple steps or hierarchical steps SOP.
3. Select a procedure and draft an SOP in flowchart format.
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Part 3
SOP Implementation and Improvement
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Overcoming Resistance
• Attitude: “We’ve done it just find the old way up to now!”
• Problem: Fear of change
• Solution: Explain need for change and listen to concerns. Overcome with communication.
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Overcoming Resistance
• Attitude: “This is no benefit to me, just extra work!”
• Problem: WII-FM (What’s In It For Me)
• Solution: Share mission and values of the business. Explain how improvement benefits everyone.
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Overcoming Resistance
• Attitude: “The boss wants to micro-manage everything we do.”
• Problem: Lack of empowerment.
• Solution: Encourage people to take an active role in shaping change and improving quality.
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Seven Steps to Successful SOPs
1. Plan for results Design SOPs with definite results in mind. Improves communication and cooperation with
stakeholders Leads to appropriate monitors
2. Write a first draft Gives a basis for discussion Reduces excessive speculation about how to begin
3. Internal review Access ideas Build commitment and buy-in
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Seven Steps to Successful SOPs
4. External Review Access ideas and expertise Build commitment and buy-in
5. Testing Let someone unfamiliar with the job try to
follow the procedure
6. Post In workplace and employee information
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Seven Steps to Successful SOPs
7. Train Define the learning objective Explain and demonstrate both why and how each
step is done Give opportunity for learner to practice Observe and make key corrections Provide appropriate feedback Be patient, follow up as needed with coaching
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The Simple S-T-P Problem Solving Model
• S = Situation (problem)• Clearly define the problem• Seek to clarify all points of view
• T = Target (ideal)• Clearly define the target• Clarify all aspects of the ideal situation
• P = Plan• Don’t rush to plan until S and T are thoroughly defined and
understood by all parties.
• Each part must be developed in order.
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Procedural Drift
• Caused by a lack of buy-in or lack of feedback• Critical to get buy-in from staff and encourage
everyone to take “ownership” of procedures• Critical to set up a monitoring system and keep it
going• Important to assign responsibility for collecting
information and providing feedback
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In Conclusion• Plan SOPs for specific results
• Use an inclusive process, everyone really needs to buy in to them
• Monitor performance and provide feedback to everyone
• Create a “culture of continuous improvement”