3 Identify processes to resolve concerns 3.1 Examine and record processes to investigate discrepancies in application of legislation 3.1.1 Discrepancies in application of law If an agency is experiencing discrepancies in the way its staff apply legislation, then it is time to develop and apply Standard Operating Procedures or SOP. Standard operating procedures (SOP)are a set of written guidelines or instructions for the completion of a routine task. SOPs are designed to increase performance, improve efficiency, and ensure quality through consistent application. SOPs typically list the individual steps of a repetitive task to create an overall quality system and are often used with checklists. Worked Example Let us say the agency is experiencing issues with incomplete or incorrectly completed Sale Authorities. A sale authority for the sale of residential land is a legal requirement and therefore a very important document. A SOP/checklist might look something like (please note the list below is for illustrative purposes only and is not comprehensive or complete): Checklist for Residential Sale Authority When each item has been completed, please tick the checkbox next to the item Names of all owners recorded Checked property details Agent's Estimate of Selling Price Vendor Price Method of sale Chattels confirmed Marketing plan complete Duration of Authority Rebate Statement Commission details Agency Agreement signed by all owners Agency Agreement signed by