Imagine this: you’re teaching your teenager to drive. You casually say, “Turn left at the roundabout,” assuming they’ll know to check their mirrors, signal, and position the car correctly. Instead, they barrel through, causing a minor panic. The problem? Assumed knowledge.
This scenario may seem far removed from running a business, but the parallels are striking. In small businesses, assumed knowledge can lead to confusion, mistakes, and inefficiencies. A lack of documented processes leaves employees guessing, and your day becomes a series of crises to manage. What if you could get that time back—every single day?
In this post, we’ll explore the risks of assumed knowledge in business and the transformative power of robust, documented processes. Let’s get started!
The Problem with Assumed Knowledge
Understanding the Issue: Much like teaching a learner driver, managing a business team often comes with the unspoken assumption that everyone knows how to perform their tasks in the exact way you envision. Unfortunately, without explicit guidance, your “turn left at the roundabout” could translate to a hundred different interpretations.
For businesses, the consequences can range from minor errors to severe operational breakdowns:
Inefficiency: Tasks take longer as employees struggle to interpret unclear instructions.
Inconsistency: Results vary because everyone is “doing it their way.”
Employee Frustration: Without clear guidance, even skilled workers can feel demotivated.
Lost Opportunities: Time spent fixing preventable mistakes is time not spent on growth.
The Solution: A Culture of Clarity Through Processes
The antidote to assumed knowledge is clarity. This clarity comes from creating strong, detailed systems and processes that leave no room for misinterpretation. Think of it as your business’s driving manual, complete with step-by-step instructions, visuals, and practice scenarios.
Steps to Eliminate Assumed Knowledge
Step 1. Document Everything
Your processes need to be as clear as a driving instructor’s instructions. Break tasks into actionable steps and write them down. Use plain language—your audience isn’t industry experts; it’s your team.
Example: Don’t write “Submit the invoice.” Instead, break it down:
Open accounting software.
Select “New Invoice.”
Fill in client details from the CRM.
Save and email to the client.
Step 2. Use Visual Aids
Some learners are visual. Support written instructions with diagrams, screenshots, or videos. For example:
A flowchart illustrating the steps for onboarding a new client.
A video walkthrough of software navigation.
Step 3. Test the Instructions
Hand the documented process to someone unfamiliar with the task. Can they complete it without additional help? If not, revise.
Step 4. Provide Training and Practice
Just as a driving instructor sits in the passenger seat for the first few attempts, you should guide your team. Structured training ensures they understand the why and how behind each step.
Step 5. Encourage Feedback
Your team is your most valuable resource for identifying gaps in your documentation. Make it a two-way street:
Ask for input: “What’s unclear? What’s missing?”
Act on their feedback to improve systems continually.
Step 6. Implement Checklists
Pilots use them; surgeons swear by them. Checklists ensure no step gets overlooked, no matter how routine a task may be.
Step 7. Review and Update Regularly
Your processes should evolve as your business grows. Schedule periodic reviews to keep them relevant and effective.
The Payoff: Freedom for Business Owners
Imagine a business where operations don’t grind to a halt when you’re out of the office. Robust systems not only make this possible—they also make it scalable.
Delegation Without Fear: With clear instructions, employees can confidently handle tasks. You’re free to focus on strategy rather than micromanagement.
Reduced Error Rates: Documented processes minimise misunderstandings and errors, saving time and money.
Scalable Growth: Strong systems are the foundation for scaling your business. They ensure consistency, whether you’re hiring one new employee or twenty.
Peace of Mind: Whether you’re taking a holiday or expanding to new markets, your business runs like a well-oiled machine.
Tying It All Together
At ISO Matters, we specialise in creating management systems that eliminate assumed knowledge and drive operational excellence. Whether it’s ISO 9001 for quality management or tailored process documentation, our expertise ensures your business thrives on clarity, not guesswork.
Don’t let assumed knowledge hold your business back. Start building your operations manual today and reclaim your time for the things that truly matter—like growth and innovation. And if you need guidance, we’re here to help. Contact ISO Matters for expert support in documenting your processes and empowering your team.
By implementing these strategies, you’ll not only save hours each day but also build a resilient, scalable business capable of thriving without your constant oversight. Isn’t it time to take your hands off the wheel and trust the systems you’ve built?