Case Study – Fixing SOP Compliance in a 50-Person Company

How We Got New Hires to Actually Use the SOPs We Spent Months Creating — and Stopped Bad Training Habits From Spreading

Intro

A small company with ~50 employees had invested months creating thorough training materials — SOPs, process videos, FAQ documents, and searchable guides. Everything was well-organized and easy to find. Yet new hires still bypassed the resources, asking managers simple questions already answered in the documentation. This wasn’t just frustrating — it was pulling managers away from high-value work.

The Challenge

• New hires repeatedly asked for answers that were clearly documented.

• Managers lost hours each week re-explaining basic procedures.

• Previous fixes (shorter guides, more visuals, onboarding click-throughs) barely moved the needle.

• Even peer-to-peer training often passed down “how I do it” shortcuts instead of official processes, causing policy violations.

Our Approach

We implemented a Structured SOP Training & Reinforcement Program built on four pillars:

1. Train-the-Trainer Certification

   • Identified a small group of trainers/mentors who would work with all new hires.

   • Required each trainer to complete the company’s SOP training to a T and pass a certification quiz before training others.

   • Eliminated the risk of bad habits or incorrect “this is how I do it” instructions being passed down.

2. Layered Learning Delivery

   • Kept the SOP library as the primary resource.

   • Added short quizzes after each module to confirm understanding.

   • Ensured knowledge checks happened before employees could access related systems or tools.

3. Hands-On Practice

   • New hires shadowed their certified trainer for real-world exposure.

   • Trainers demonstrated the SOP exactly as documented, then let the new hire repeat it under supervision.

4. Dedicated Question Channel

   • Created a dedicated Slack/Teams channel where new hires could ask questions during their first 90 days.

   • Questions were answered by certified trainers only, ensuring consistent, policy-aligned answers.

The Results

• 85% reduction in repetitive “where do I find this?” questions in the first 60 days.

• Managers regained an estimated 6–8 hours per month previously lost to re-training.

• New hires reached confidence and productivity milestones 30% faster than previous onboarding cycles.

• Zero reported incidents of policy violations caused by “bad training” within the first 6 months of program launch.

Key Takeaway

SOP documentation is only effective when combined with structured delivery, verified trainers, and hands-on reinforcement. If you don’t control how employees are trained, you risk undoing all the work you put into creating SOPs.

Keep Your Business on Track — Month After Month

Get ongoing access to EDJCMP Consulting’s expertise so challenges are solved faster, opportunities are spotted sooner, and your operations run smoother — without adding full-time payroll.

From quick monthly check-ins to a fully embedded fractional operations director, there’s a plan that fits your needs.