If one person leaving breaks the process, you do not have a process.

• →One person is the only one who knows how a process really runs.
• →Documentation is out of date, missing, or exists only in that person’s head.
• →New hires learn the process by shadowing, not by reading anything.
• →Everyone knows this is a risk and nobody has fixed it.

The process evolved informally as the company grew, and the person running it accumulated knowledge nobody wrote down. Documenting it never felt urgent until it suddenly did.

The risk is binary and severe: if that person leaves, gets sick, or is simply unavailable, the process degrades or stops. Companies usually discover the true cost only after the person is already gone.

• →Asking the employee to "write it down" without dedicated time.
• →A SOP document that was accurate the day it was written.
• →Cross-training that never sticks because the system doesn’t require it.

Get the actual process out of the person’s head and into a system before automating any of it. Automating a process nobody can fully describe just hides the dependency instead of removing it.

• →The repeatable, well-understood steps once they’re documented.
• →Notifications and handoffs that currently rely on that person remembering.

• →Judgment calls that genuinely require experience, now made explicit rather than implicit.

We map the process directly with the person running it, capture the judgment calls as explicit rules where possible, and build the system so the knowledge lives in a workflow instead of a single head.