The Knowledge Hoarder: Why Your Best Employee Might Be Your Biggest Risk and How Business Process Management Can Save Your Business

Why Relying on One Person’s Knowledge Can Hold Your Business Back

Every business has a “Brenda”. The employee who knows everything. Whether it’s solving a complex problem or dealing with a difficult client, Brenda has the answers. Over time, she becomes indispensable, the go-to person for all things critical to the business.

But what happens when Brenda takes time off? Or, worse, leaves the company? This became a painful reality for one business owner, Sarah. When her “Brenda” went on a 10-day cruise and was unreachable, chaos ensued. Orders were delayed, mistakes were made, and clients were frustrated. Sarah realized that the success of her business relied too heavily on one person’s knowledge and memory.

This is a serious issue. When the business depends on a single person’s knowledge, it becomes vulnerable. Without solid systems in place, things can quickly unravel. That’s where business process management (BPM) comes in by helping businesses document and standardize their processes, reducing dependence on any one person.

The Risk of Relying on Individual Knowledge

When knowledge is kept in the heads of a few, it creates inconsistency. Here are a few risks businesses face when they rely on individuals:

• Inconsistent Processes: If only one person knows the best way to handle something, others may not know the right steps, leading to confusion and mistakes.
• Stunted Growth: Without systems, it’s hard to scale. New employees struggle to catch up, and the business can’t handle increased complexity as it grows.
• Employee Turnover: When a key person leaves, all the knowledge they’ve held disappears, causing delays and disruption until new systems are put in place.

The solution is clear: document your processes. Business process management is about creating systems that can be followed by anyone, reducing risk and allowing your business to run smoothly.

How to Build Scalable Systems

Creating systems doesn’t have to be overwhelming. Start by focusing on the processes that drive the most value for your business. Here’s how to begin:

1. Identify Your Key Processes: Focus on the essential processes that make your business run. These could include things like customer onboarding, fulfilling orders, or managing customer relationships. Document these processes to ensure consistency, no matter who is handling them.
2. Map Out the Process: Break down each process from start to finish. This helps identify the steps involved, the goals, and the potential obstacles. For instance, in an order fulfillment process, you want to ensure timely, accurate deliveries. Mapping this out keeps everyone aligned and ensures it’s repeatable.
3. Involve Your Team: The people doing the work are your best resource. They know the challenges and workarounds that may not be obvious. By involving them in the process, you create a more accurate system and foster ownership across the team.
4. Make It Accessible: A system is only useful if people know how to access it easily. Use simple tools like shared digital folders, documentation platforms, or internal knowledge bases. Ensure everyone can find the processes and that they are regularly updated to reflect improvements.

The Benefits of Documenting Your Processes

When you take the time to document your processes, you make your business more efficient and prepared for growth. Here are some key benefits:

• Increased Efficiency: With clear, repeatable steps, employees can complete tasks faster and with fewer errors. New hires get up to speed quicker.
• Scalability: A well-documented process can be scaled as the business grows, handling more work without adding complexity.
• Resilience: If someone is out, your business doesn’t skip a beat. Systems and processes are in place to ensure things run smoothly, no matter who’s on the job.
• Accountability: When processes are documented, it’s clear who’s responsible for each step. This reduces confusion and helps employees meet expectations consistently.

Taking the Next Step

By moving critical knowledge from individuals’ heads into well-documented systems, you set your business up for long-term success. It might take some time and effort to create these systems, but it will be worth it in the end.

Start by choosing one process to document. It could be something small, but once you see how effective it is, you’ll want to expand. With the right systems in place, your business and your team will thrive.