Documentation Is the Quietest Competitive Advantage
Procedures that live only in someone's head are liabilities. Procedures written down are leverage.
Every service business reaches the moment where the person who knows how something works is unavailable. What happens next is a direct test of the business's operating maturity.
Documentation is not paperwork for its own sake. It is the act of converting individual knowledge into institutional knowledge — and the conversion rate determines how much risk lives inside any single person.
The exercise is simple. The discipline of doing it every week is not.
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