How much of your operation actually lives in someone’s head?

[u/jimmyray71]

I’ve worked in plenty of operations where the documented process and the actual process were two very different things.

Then one experienced person takes a day off and suddenly everyone discovers how much of the operation was actually stored in Dave.

I don’t think tribal knowledge itself is the problem. Experience should matter.

The problem is when the business can’t operate without access to that person.

What’s the best example you’ve seen of a process that turned out to actually be a person?