How Should I Handle This Situation?

Question

I need some good solid advice for what to do in this situation as it keeps happening to me at this job.
We have SOPs, we are told to follow the SOP's and in fact make 'mistakes' that the managers bring to our attention if we do not follow these SOP's.
Tonight, I had a situation where I followed an SOP and as soon as I was done I was told by the 'lead' "You cannot just blindly follow SOP's! You should ask!". I was told this because apparently about a year ago, before I was here, an email came to this person saying to deviate from the SOP. I would not have gotten this email, and the SOP was never updated, there was also no way to know now to follow it.
So, I cannot follow them without asking, I cannot not follow them, it is not feasable to ask about 300 times a shift if it is ok to do what the SOP says to do.
So - what would you do, aside from finding a better job, in this situation?

This happens at least once a week with this person, and I have been at the job less than 3 months. A good example of my training for this job was where I was told "We don't worry about any of that" as training for a particular system that I have to support.

SOP = Standard Operating Proceedure. Basically they are directions.

The position of 'lead' is basically my supervisor as there is only one Manager over the department.

Let me give a little bit of environment for this job.
It is not a customer service job, it is a technical job, there are no customers involved.
I have been told by managers that I must follow the SOP's, and I have been told by co-workers it is always best to follow SOPs as you cannot get into trouble for it. Thanks everyone for your great answers.
I am basically in a damned if you do, damned if you don't situation and I am not sure, after 15+ years in the corporate world how to handle this particular situation as this person is pretty much my 'supervisor'.

Answer 1

I am the person who's job it is to write the SOP's at my company. I have consulted for over 30 company's on the creation of SOP's also.

Obviously the company only has them to impress the customers, otherwise what's the point? They should be updated ASAP as changes are implemented. You CANNOT rely on people's memory - it has to be documented.

I would bring this up with the HR department or who ever has the authority to do something about this. This has to be addressed as the entire documented system is being compromised due to inconsistency. And as you probably know, it's a joke (or becoming one).

Remember, you did nothing wrong. You followed what's documented, even if it's outdated.

Documented processes fail for 3 reasons - The written procedures don't exist, they are not clear and defined, or they were not followed.

Don't let this go. Get them changed to prevent further confusion. And if no one does anything, a new job may be in order.

Best of Luck.

Answer 2

SOPs are tricky. At best they are there only as a guideline. At the end of the day, the management falls back into the neat little paradigms such as " Whatever you do, dont lose a customer." Do everything in your power to accomodate".
When you are in over your head, such as an irate customer, you must lose the power position. Many SOPs make you feel like you are in charge. No you are not. SOPs however, can only get overridden by the big people in your work place. They must make that call, not you.
One day, with enough experience , you will get into those positions. But for now, recognize when to throw the ball to your superiors court.Diffusing the anger of the customer, resorting to a higher power, negotiations..etc. Its all teamwork.

Answer 3

First and foremost is that the only person you should be concerned about is your supervisor. No one else. So common in the administrative world are how those who can't stand their job and/or feel powerless in their position, use 'false' power on the rest of us. Which is what I have a feeling this person whom you described, is doing. Secondly, I would keep notes of any 'rules' you hear from others, that contradict what your supervisor tells you. Then, maybe once a week, let the supe know what has been said and who said it. Don't look at it as squealing, because administrative jobs lie heavily on 'upward' communication.

Answer 4

Kyle Petty?!! You hafta be kidding. Also, I take into account Mark Martin a pair years in the past announcing that part the men at the monitor wouldn't have a license to force, allow on my own force in NASCAR. Also, an individual truthfully mentioned Stewart, lmao. I could have got to move with Carl Edwards, Burton, Kahn.

Answer 5

what r SOPs