Application
Key-person dependency
A process can be well staffed and still depend on one person for the knowledge that makes difficult cases work.
Useful questions
- Which exceptions, interpretations or recovery steps depend on one person?
- Can another competent person explain why the work is done this way?
- Which evidence is documentary and which is only experiential?
- What is the consequence and acceptable recovery time if the person disappears?
- What is the smallest sufficient action: transfer, peer coverage, documentation, rehearsal or conscious acceptance?