You're getting ready to roll out an exciting update to your company's 10 year old web-based application. You've convinced your management chain that these enhancements will vastly improve the user experience and make your call center reps much more productive. It's Saturday night, your dev team is on the conference call to support the install, and you're getting ready to click the "deploy" button. Just before you do, a thought rolls through your head as you contemplate the 523 commits, 6000 hours of development, and 2000 hours of QA time that went into this project. What's Worst Thing That Could Happen? Well, the worst thing that could happen is not what you think it is. It's [...]

  Process Knowledge Is An Asset Have you ever watched a talented coworker walk out the door on their last day at your company and felt like a lot of knowledge was walking out with them?  That's the feeling I had recently when a key employee at one of our clients finished her last day.  She was bright, talented, connected inside and outside of the business, and integral to a complex and critical part of our client's organization.  The queasy feeling that came over me as we said goodbye was that nobody knew exactly how she did what she did.  They knew the work product that she produced and the benefits of her [...]