The Scenario
A subscription box company has a 15% error rate on subscription cancellations. Customers are still being billed after cancelling. The current SOP is a 3-page wall of text with outdated screenshots. Agents are skipping steps to save time.
The Brief
Analyse a simulated "bad" SOP (provided by you in the output), identify the root causes of the errors, and rewrite the SOP to be error-proof and efficient.
Deliverables
- The "Bad SOP" (invent a realistic, bloated, confusing 3-paragraph SOP)
- An audit report detailing at least 3 reasons the old SOP caused billing errors
- The Rewritten SOP: streamlined, formatted, and incorporating a final "check" to prevent the billing error
- A proposal for a product/tech change that would make this SOP unnecessary
Submission Guidance
The best ops professionals try to eliminate processes, not just document them. The final deliverable (suggesting a tech fix) is what separates a senior ops person from a junior one.
Submit Your Work
Your submission is graded against the rubric on the right. If you pass, you get a public Badge URL you can share on LinkedIn. There is no draft save, so work offline first and paste your finished response here.