How Should I Handle This Situation?

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 You followed what's documented, even if it's outdated.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.

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.

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.

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.

what r SOPs