Process Maps, SOPs, Automated Workflows: What’s the Difference
Let’s be honest – “procedures,” “SOPs,” and “workflows” get thrown around interchangeably. I’ve even made the mistake myself when talking about SOPs.
One council manager says “procedure,” their IT lead says “workflow,” and their compliance officer insists on “SOP.” Meanwhile, staff are stuck wondering whether they’re all talking about the same thing.
Spoiler: they’re not. And the confusion isn’t just semantic, it creates real-world headaches when it comes to training, compliance, and automation.
So, let’s clear this up once and for all.
Process maps = what we do
A process map is the high-level overview of a process.
Think of it as the recipe card for how something is done. It outlines the steps, decision points, and hand-offs between people or teams.
For example, a council’s Rates Rebate Process Map might show the resident submitting an application, the rates team reviewing the documents, the decision being recorded in the system, and a notification being sent back to the resident.
It’s the “what,” not the “how.”
Process maps are useful because they give everyone a shared understanding of the big picture. They’re often the first thing you’ll show to new staff so they can see how a service fits together. They’re also important for regulators, because they demonstrate that there is a structured approach behind the service you’re delivering.
SOPs = how we do it
A Standard Operating Procedure (SOP) goes deeper. It describes exactly how each step is carried out.
This is where you’ll see the screenshots, system logins, and “click here, then here” instructions. An SOP should be detailed enough that a new staff member could pick it up and complete the task correctly.
Take the same Rates Rebate Review example. An SOP might explain how to log into the software, where to find the rebate module, how to check that a proof-of-income document is attached, and what to do if information is missing.
It’s the “how,” not just the “what.” And without SOPs, process maps stay too vague – leaving room for errors, shortcuts, or staff “doing it their way.”
Automated workflows = doing it
Finally, an automated workflow is the orchestration of the process in action.
Instead of relying on staff to follow documents, the workflow guides them as they go. Forms are prefilled, tasks are automatically assigned, and reminders are sent without anyone chasing them.
In our Rates Rebate example, an automated workflow might trigger the moment a resident submits an online application. The system assigns the task to the right staff member, sends a reminder if the application sits idle for three days, and even generates the approval or decline letter automatically once a decision is recorded.
It’s the “doing,” not the “describing.”
Why organisations get this wrong
So why are these terms so often muddled?
Different departments use different language. HR might say “process,” IT says “workflow,” and Finance prefers “procedure.” Add to that the legacy tools councils and organisations are stuck with, Word docs, PDFs, SharePoint folders – and it’s no wonder the lines blur.
Then there’s the pressure to automate. Teams jump straight into digitising without first mapping the process or capturing the SOP. The result? Messy rollouts, misaligned expectations, and services that look neat on paper but fall apart in practice.
What happens when you skip a layer
Here’s where the risk really shows.
A process map without SOPs leaves too much open to interpretation, so staff end up with inconsistent outcomes. SOPs without automated workflows still rely on manual effort. The rules are followed, but hours are wasted chasing emails and approvals. And if you build an automated workflow without a process map or SOPs to back it up, you’ve created a black box: the workflow runs, but no one really understands the “why” behind it.
Skipping a layer is like building a house without foundations. It might hold for a while, but it won’t last.
Why the distinction matters
When councils and organisations link these three levels together, everything gets easier.
Process maps provide clarity. SOPs provide consistency. Automated workflows provide efficiency.
That’s when you stop firefighting and start building services that actually scale.
Bringing it all together
This isn’t just about tidy definitions. It’s about doing the work right.
New hires need the right level of guidance. Auditors want to see intent, consistency, and evidence. And IT teams can’t build reliable automations if the underlying maps and SOPs aren’t clear.
In short: process maps, SOPs, and automated workflows are connected, but not interchangeable.
Final word
Process maps, SOPs, and automated workflows aren’t three ways of saying the same thing. They’re three layers of the same system.
- Process maps = What we do
- SOPs = How we do it
- Automated workflows = Doing it
Keep them separate but connected, and you’ll give staff clarity, auditors confidence, and IT teams a foundation to automate without headaches. Mix them up, and you’re back in SharePoint chaos with out-of-date documents and inconsistent service delivery.
It’s time to get the terminology – and the practice right.