Four patterns showed up in almost every organization we assessed.
One person routes all work, assigns all jobs, manages all escalations. No written criteria exist for how decisions are made. Everyone waits for this person every morning.
In field services companies, we consistently find one person who holds all dispatch logic in their head. When asked how they assign jobs, the answer is always some version of "I just know." That knowledge took years to build and zero minutes to document.
One person holds all vendor and client relationships personally. Pricing agreements, customer preferences, escalation contacts. None of it is in the CRM.
Customer satisfaction scores are high because one person maintains every relationship. When they leave, the score drops before anyone understands why.
Disconnected tools held together by one person's workarounds. QuickBooks plus Google Sheets plus a personal spreadsheet. They have built a system that works, but only they understand it.
Every organization has someone who built the actual operating system. It is not the software they bought. It is the workarounds one person invented to make the software work.
High turnover means constant retraining, but the person doing the training has never documented what they teach. Onboarding lives in their head. Every new hire gets a slightly different version.
Onboarding takes 3x longer than it should because the person training has no documentation to work from. They are rebuilding from memory every time.
Most organizations do not know they have this problem. The people who hold tribal knowledge are usually the highest performers. They are reliable, they are trusted, and they have been there long enough that everyone assumes they will always be there. Nobody thinks about what happens when they take a new job, retire, or get sick. The risk is invisible until the day it is not.
The assessment takes 5 minutes per person. The report shows you what you did not know you were about to lose.