Cody McLean

This is based off of the computer science program at MIT, where they will ask these programmers to actually write down the instructions.

And you'll see if hopefully the audio works that you'll see what I mean by this.

And so what I think this video demonstrates beautifully is that there is knowledge that you think is something that's implicit that other people should know.

And it also demonstrates that no matter how well your SOPs or your instruction manuals are, it's very difficult to put in what is effectively this idea of tacit knowledge.

And so it could be looked at like,

Say, how do you document or write down how hard you should press the brake pedal to make sure that you're not stopping too late or too early?

And that's dependent on the weight of the vehicle, the wind, so many different factors.

So you know to press the brake pedal, but how do you write that down into an actual written instruction that you can hand off to somebody?

It's very difficult to do that.

Or how do you know the exact moment at which you should pitch your potential lead or your client?

In that moment, it's hard because that's based more on experience and experiential knowledge.

And so there are always going to be things that you can't really easily write down into a process.

And I think we put this is now in process, but it can be something to consider.

Because processes, they're easy to create, but hard to maintain.

They quickly become irrelevant.

And if they're irrelevant, or say if you have a static process somewhere in a Google Doc, if somebody is not updating it, then nobody's gonna go and check it.

And if they are updating it, well, you don't know that they're always gonna go and actually review the process because they're gonna think that they know it by heart.

And so,

going now into the lean mean workflows, which is a little bit about how we can use processes and automation together.

So Support Ninja started just as a website.