Preserve and share knowledge

Capture the knowledge that helps people do good work, including essential procedures, the reasons behind important decisions, and lessons from successes and mistakes. Keep this material practical and easy to use, with examples or checklists where they help.

Some expertise is best shared through demonstrations, coaching, and supervised practice, particularly when it depends on judgment or experience. Arrange for more than one person to understand critical tasks so the business can continue smoothly during absences or staff changes.

Give someone responsibility for keeping important guidance useful and current. This allows the business to build on what it learns and reduce repeated mistakes.