Free SIPOC Template
Start from a filled-in example, then map your own process on the blank diagram. A SIPOC shows a process on one page: who supplies it, what goes in, the 4 to 7 main steps, what comes out and who receives it. Add what customers need and how the process measures up, and you know where to dig.
What is in the pack
- Filled-in example first: customer complaint handling at an online store
- Blank SIPOC diagram with a prompt for every column
- Customer requirements and process measures against targets; Met / Missed is calculated
- Workshop questions for each column, with tips
- The diagram as a Word document (landscape), plus a printable PDF
SIPOC example: customer complaint handling
Illustrative example, not customer data. This is page 1 of the template; the blank diagram follows.
Process: Customer complaint handling at an online store
Starts when: A customer complains, in any channel
Ends when: The customer has the outcome in writing and the ticket is closed with a root cause
Process owner: Customer service manager
Who provides the inputs?
- Customers
- Warehouse and store teams
- Carrier partners
- Payments provider
- Product team
What goes into the process?
- Complaint by email, phone, chat or review
- Order and delivery data
- Return and refund policy
- Product information
- Customer history
4 to 7 high-level steps
- 1. Receive and log the complaint
- 2. Reply within 4 hours
- 3. Classify by theme and priority
- 4. Investigate: order, delivery, product
- 5. Resolve: refund, replacement, repair or explanation
- 6. Confirm with the customer and close
- 7. Tag the root cause; weekly report
What comes out?
- Reply to the customer
- Refund, replacement or repair
- Closed ticket with theme and root cause
- Weekly complaint report
Who receives the outputs?
- The customer who complained
- Finance (refunds)
- Operations and warehouse (fixes)
- Management (weekly report)
What the customer needs (requirements)
- A first reply within 4 hours
- A resolution within 2 working days
- No need to explain the problem twice
- The outcome in writing
How to build a SIPOC in 6 steps
- 1Name the process and set its boundaries: where it starts and where it ends.
- 2List the 4 to 7 main steps as verbs. Keep it high level.
- 3List the outputs of the process, then the customers who receive them, inside and outside the company.
- 4List the inputs each step needs, then the suppliers who provide them.
- 5Write what customers need from the process as something you can measure.
- 6Compare the process measures with their targets to see where to look first.
Process measures against targets
| Measure | Better when | Target | Actual (last month) | Result |
|---|---|---|---|---|
| First reply time (median) | Lower | 4 h | 3 h | Met |
| Time to resolve (median) | Lower | 2 days | 3.1 days | Missed |
| Tickets reopened | Lower | 5% | 12% | Missed |
| Satisfaction after a complaint (CSAT) | Higher | 75% | 61% | Missed |
Three of four measures miss their target. The next step is to find out why: classify last month's complaints by theme and root cause before changing the process.
Workshop questions for each column
| Column | Questions to ask |
|---|---|
| Process | Where does the process start and end? What are the 4 to 7 main steps, as verbs? |
| Outputs | What does each step produce? What leaves the process at the end? |
| Customers | Who receives each output, inside and outside the company? What do they need from it? |
| Inputs | What information, materials or decisions does each step need? |
| Suppliers | Who provides each input? Which of them are outside your team? |
Tips
- Work right to left after the process: outputs and customers first, inputs and suppliers last.
- Keep it high level. Detail belongs in a process map, not in the SIPOC.
- Write customer requirements as something you can measure.
SIPOC, process map or value stream map?
| Tool | What it shows | Use it when |
|---|---|---|
| SIPOC | The whole process on one page: suppliers, inputs, steps, outputs, customers | You are starting an improvement project and need to agree on the scope |
| Process map (flowchart) | Every step, decision and hand-off in detail | You need to see where the process breaks |
| Value stream map | The steps with their time, waiting and inventory | You are removing waste and delays from a flow |
Related free templates
Frequently asked questions
Is the SIPOC template free?
Yes. The printable PDF downloads without an email. The Excel pack and the Word diagram are sent to your email for free.
What does SIPOC stand for?
Suppliers, Inputs, Process, Outputs and Customers. Some teams write it COPIS when they start from the customer.
When should you use a SIPOC?
At the start of an improvement project, for example in the Define step of DMAIC, to agree on where the process starts and ends, who is involved and what customers need, before going into detail.
How many process steps should a SIPOC have?
Four to seven. More than that and you are drawing a process map; fewer and each step hides too much.
What is the difference between a SIPOC and a process map?
A SIPOC shows the whole process on one page at a high level, with its suppliers and customers. A process map shows every step, decision and hand-off. Start with the SIPOC to agree on the scope, then map the part you want to improve.
Is there a Word, Excel or Google Sheets version?
Yes. The pack has an Excel workbook with four sheets (example, blank diagram, measures, workshop questions) and a Word version of the diagram. For Google Sheets, upload the .xlsx file to Google Drive and open it with Google Sheets; the dropdowns and formulas carry over.
What comes after the SIPOC?
Measure the process against what customers need. In the example, three of four measures miss their target, so the next step is to find out why by classifying complaints by theme and root cause. Pivony does this on all of your complaints, reviews and tickets.
Want to see why complaints come in?
Pivony runs root cause analysis on all of your complaints, reviews and tickets, so you know which part of the process to fix first.
Get a free root cause audit