Tribal Knowledge: The Silent Killer of a Scalable Business
- Roger Pujol
- 3 days ago
- 2 min read
Updated: 20 hours ago
In business, "tribal knowledge" serves as a double-edged sword. It refers to employees' insights and experience-based knowledge, often accumulated over time, which remain undocumented. Although this knowledge can be incredibly valuable, it presents a significant risk when key employees leave, retire, or resist change.
In ERP implementations, informal tribal knowledge often clashes with organized processes. This becomes apparent when companies struggle to formalize workflows individuals have mentally retained for years. How can you tackle situations where tribal knowledge obstructs adopting a new ERP system?
To capture tribal knowledge—informal, experience-based knowledge that isn't documented—you need a structured approach. Here's how to do it efficiently, particularly in the context of ERP implementations and manufacturing industries:
1. Identify Key Knowledge Holders
Engage long-tenured employees, subject matter experts (SMEs), and frontline workers.
Identify key roles where undocumented knowledge is critical (e.g., production supervisors, planners, or warehouse managers).
2. Use Structured Interviews & Shadowing
Conduct structured interviews to extract best practices, workflows, and decision-making processes.
Shadow key personnel to observe undocumented workarounds and informal processes.
3. Document Through Multiple Formats
Written SOPs: Standard Operating Procedures for critical tasks.
Flowcharts & Process Maps: Visual representations of workflows.
Video Walkthroughs: Record processes using screen capture or live demonstrations.
4. Leverage Knowledge Management Tools
Use wikis, shared drives, or ERP-integrated documentation tools to store and maintain information.
Implement a collaborative platform like Confluence, Notion, or SharePoint for easy access.
5. Foster a Knowledge-Sharing Culture
Encourage cross-training and mentorship programs to spread knowledge.
Establish a forum or Q&A system where employees can share and refine undocumented knowledge.
6. Automate & Integrate Knowledge Capture
Use ERP-integrated knowledge bases to link tribal knowledge directly to workflows.
Implement AI-driven tools to capture user interactions and suggest documentation.
7. Keep It Up to Date
Assign ownership for regular updates.
Conduct quarterly knowledge reviews to ensure relevance.
Summary
Tribal knowledge is informal, undocumented information about how work is done within an organization. It lives in the minds of experienced employees and is often passed down verbally or through observation rather than formal training or documentation.
While it can keep things running smoothly in the short term, tribal knowledge becomes a liability over time. It leads to inconsistencies, inefficiencies, and single points of failure — especially when employees leave, processes change, or the business tries to scale.
Organizations should capture and document key processes to mitigate risk, promote knowledge sharing, and regularly update SOPs. Converting tribal knowledge into shared, accessible systems is essential for long-term resilience and growth.
Roger Pujol, CPIM, CSCP, the founder of Champion Business Solutions, LLC, is a consultant specializing in ERP Business software. He shares insights and experiences on assisting small and medium-sized businesses (SMBs) to enhance their operations.
© 2025 Champion Business Solutions, LLC
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