Retaining knowledge in your business: how to prevent disruption

Then it becomes clear that crucial knowledge isn't in the company, but in the memory of a few people.

Writing down knowledge isn’t enough

A folder with work instructions only helps if those instructions are current and aligned with the actual work. In practice, the official procedure is often in SharePoint, while employees use their own lists, emails and Excel files.

It doesn't happen because people are careless. It happens because the process changes over time:

• a customer gets a permanent exception;
• a system can't properly support a step;
• a control is added manually;
• someone comes up with a faster workaround;
• no one incorporates that change into the central way of working.

That’s how two processes emerge: the process on paper and the process people actually follow.

See where work depends on people’s memory

You don't need to document everything right away. Start with work that meets at least one of these characteristics:

1. Only one or two employees know exactly how to do it.
2. Errors are only discovered at the end of the process.
3. The same data is retyped into multiple systems.
4. Customers have to wait because something first needs to be looked up internally.
5. New employees need months to work independently.
6. Exceptions are mainly reported by email or WhatsApp.

These are signs that knowledge, processes, systems, and manual work aren’t properly aligned.

Secure the rule first, then automate the repetition

Automation only works well if it's clear which rule needs to be executed. So start small.

Choose one recurring process, for example, processing a new customer. Together with the people who do the work, document:

• what the starting point of the process is;
• which information is always needed;
• which checks are performed;
• which exceptions occur regularly;
• who makes the decision when in doubt;
• what the desired end result is.

Then compare this with what the systems actually support. Perhaps a form can immediately block missing information. Perhaps an integration can prevent duplicate data entry. Perhaps one clear decision rule is enough to save ten phone calls a week.

Automate what is predictable and repeatable. Safeguard exceptions with an owner, a decision rule and a place where everyone can find the current agreement.

How knowledge becomes part of your business

Well-preserved knowledge is not a thick manual. It is a functioning whole of clear agreements, logical process steps and systems that help employees do the right thing.

That delivers immediate value:

• less searching and waiting;
• less dependence on specific employees;
• faster onboarding for new colleagues;
• less rework;
• better handover when the business grows or someone leaves;
• more room to automate further.

For SMEs, this doesn't have to become a major change program. Choose the process that currently causes the most wasted time, errors or frustration. Make the actual workflow visible. Fix the biggest break. Embed what works. Only then move on to the next process.

We fix what’s holding your organization back. Get it done without the runaround.

Want to know where knowledge loss, manual work, and system friction reinforce each other in your business? Complete the free online Frisse Blik: https://www.bedrijfsgeheugen.nl/frisse-blik