The person is not the problem
A dependable team member often becomes the keeper of all the small details: how orders are checked, what happens when a delivery is late, and which tasks need attention before service. Their experience is valuable. The risk is allowing that experience to become the only place those details exist.
Start with the work that matters most
Choose one task where a mistake creates a real operational problem. Ask the person who does it to walk through the task, including the exceptions. Record the sequence, the checks and who is responsible. Keep it short enough to use during a shift.
Test it with someone else
A document is not a working system until another person can use it. Have a colleague follow the steps and note what is missing or unclear. Update the process together. The goal is not to replace people’s judgement, but to give the business a reliable starting point.
