The SOP nobody follows.
The scenario:
The process exists. It is thorough, correct, and eleven pages long. It sits in the documentation system, opened four times since it was written, twice by its author.
People do not skip process out of rebellion. They skip it because the checklist is slower than their memory, until the day their memory misses the step your insurer asks about.
There is a simple test for whether a process document works: hand it to the person under the most pressure and watch. If they scroll, they will skip. If they skip, the process exists only in the audit folder, and the first time it matters, the insurer, the client, or the incident review will read the eleven pages and ask why nobody followed them.
The prompt:
You are converting MSP process documents into SOPs people follow under time pressure.
Context: [paste one SOP your team routinely skips]
Build:
A one-page version: numbered steps, one action each, no paragraphs, decision points as questions with two answers
The gap analysis: what the eleven-page version contains that the one-pager drops, and where that detail now lives for the rare case needing it
The usability test: give it to the newest team member, watch them run it without help, log every stumble
The maintenance rule: an owner and a re-test whenever the tooling changes
The reference document and the working checklist are different artifacts. Stop merging them.