Knowledge that should not live in one head.
WHAT TO DOCUMENT
How you do the work How you handle enquiries How you process orders How you handle problems Anything only you know
WHY
So the business can continue without you So new staff can be trained So quality is consistent
WHAT MAKES A USEFUL PROCEDURE
Numbered steps What to do when things go wrong Who to ask
HOW TO PRODUCE THEM
Describe the task as you would to someone new.
Then have someone follow it and correct what they could not.
WHAT TO PRIORITISE
Anything only one person knows Anything a customer depends on Anything that goes wrong regularly
WHERE TO KEEP THEM
Somewhere findable and reachable.
WHAT TO REVIEW
Annually, and when the process changes.
WHAT MOST SMALL BUSINESSES HAVE
Nothing written down.
WHAT THAT MEANS
The business cannot operate without specific people, and cannot grow.
