Not the manager.
Not the person with the biggest title.
The person everyone messaged when something got stuck.
They knew:
Who to call
Which process actually worked
What exception to make
How to move things forward
When they took a vacation, the organization slowed down.
When they left, everyone realized how much knowledge lived in one person.
The scary part?
Most companies do not know these people exist until they are gone.
This is something we often uncover at BrainPack. Some of the most critical business processes are not documented in systems. They are stored in the experience of a few key people.
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