Most companies believe they know how work gets done. Ask a manager how a customer order is processed, and they’ll likely describe a clear workflow. Ask another employee who performs the same task, and you may hear something completely different. Neither person is wrong. Over time, employees na...

Every company has employees who have been there for years—sometimes decades. They know the customers by name. They remember why certain decisions were made. They understand the shortcuts that save time and the pitfalls to avoid. They’ve solved problems that newer employees haven’t even...