Knowledge loss: the overlooked cost of turnover
Protect the knowledge needed to keep work moving. Capturing every document is less useful than testing whether another person can perform the critical task.
The performance question
When someone leaves, written procedures may survive while context, judgement and relationships disappear. Unmanaged pressure can leave little time for transfer before notice ends. Prioritise what is essential for continuity rather than attempting an exhaustive archive at the last moment.
What the evidence supports
HSE’s Support standard asks that employees receive adequate information and know how to access resources. Its Role standard addresses clear responsibilities. These support structured knowledge access, but provide no universal monetary estimate of turnover knowledge loss.[1][2]
A practical approach
Select tasks that only one person can complete and pair them with a colleague during ordinary work. Record decisions, exceptions and stakeholder contacts in an authorised shared location. Ask the colleague to perform the task using that material, with the original holder available to identify gaps.
How to review progress
Review tasks successfully completed without the original holder and remaining access barriers. Keep confidential client or personal information within proper permissions. Account for the time spent teaching as work, not an additional expectation to be fitted around an unchanged workload.
Sources and references
- Management Standards: Support Opens in a new tab
Health and Safety Executive
Resources, management support and constructive feedback
- Management Standards: Role Opens in a new tab
Health and Safety Executive
Compatible requirements and clear responsibilities