Operations SOP Pack for a Small Digital Agency
A growing agency's knowledge lived in its founder's head. We documented every recurring process so the team — and any new hire — could run delivery without asking a question every five minutes.
Review the complete operations SOP pack.
See the workflows, checklists, roles, tracker mockup, tool stack and lightweight automation opportunities designed for a small digital agency.
The problem
The agency had grown from 3 to 9 people, but how things got done hadn't been written down anywhere. Onboarding a new hire took 2–3 months of shadowing. The founder was a bottleneck on every non-standard decision. Quality swung depending on who handled a project. Knowledge was a liability, not an asset.
The solution
Through short interviews with each team member, we extracted how work actually happened — not the idealized version. We turned that into a clean, searchable SOP library: each process documented with its purpose, steps, roles, handoffs, tools, and a quality checklist. Everything lived in the tool they already used, fully editable and owned by them.
Deliverables
- 14 documented SOPs (client delivery lifecycle)
- Client onboarding checklist
- Project kickoff & handoff workflows
- Roles & responsibilities matrix (RACI)
- Quality-assurance checklists per service
- Tool stack reference & access map
- Decision-tree for common exceptions
- Onboarding pathway for new hires
Modeled outcome
In this representative scenario, a documented standard shortens onboarding, reduces dependence on the founder and creates more consistent delivery. The figures below are operating targets used to demonstrate the value of the system.