The processes that your employees use to deliver the services to your customers are one of your most critical strategic business assets. This is the “knowledge” that is most critical to the operation of your organization. Many organizations are looking at the impact of changes to their workforce and how this will impact their business model. One of the business risks that everyone identifies is the fact that a lot of knowledge will walk out the door with those folks.
Employees have different forms of knowledge that are valuable to the organization but I believe that one of the biggest risks of loss of knowledge is around the business processes within an organization.
There are some keys things that people know that is often not formalized, documented and maintained within an organization. This results in the following:
- No clear understanding or what people’s roles are in the processes
- Processes including accountability and ownership of the processes are not documented, agreed to and approved
- Employees just do their work on a daily basis and often in a silo without understanding how what they do is an input or output of another key process
People within the organization don’t understand how work gets done they just know that every month Jane does that magic thing that makes sure the outcome is …Read more