With the internet, it is as if every person has all the knowledge of the world within reach. Of course, knowledge is just a building block in the data - information - knowledge - wisdom hierarchy. I have helped several companies work through the process to document all of their processes. We would generate binders full of paper so we could show auditors, customers, and potential investors how well we understood our business. Yet, none of those efforts collected the spirit of the company.

I watched companies buy our software and all the accompanying documentation, yet never achieve the results they desired.

One time we tried to convert all the missing wisdom into an artificial intelligence application. That effort failed. However, I think success is possible.

But what do you replicate? I have watched people work accounts payable, insurance claims, and several other systems devised to ensure the right people get paid. A few of those employees were utterly amazing in their ability to quickly detect patterns, ensure the priorities were set appropriately, and process vast quantities of data. Some employees were less efficient. Some employees were more efficient, but made more mistakes.

The challenge for me, when I coordinated documentation efforts around those systems was to identify who actually knew how to do the job.