How to Eliminate Dependency on Specific Individuals: Using IT to Resolve 'Only That Person Knows' Workflows

"When the person in charge is away, that work comes to a complete standstill."
"No one knew how the resigned employee did their work, and the handover was a total disaster."
"Only that person knows the password; only that person can touch the system."

These problems of "dependency on specific individuals" tend to be particularly serious in small and medium-sized enterprises.

Dependency on specific individuals does not happen because "that person is talented," but because "the systems are not in place." Conversely, if you put the right systems in place, you can create a state where anyone can handle the work. IT is one of the most powerful tools for this.

1. Three causes of dependency on specific individuals

Cause 1: Information is on personal PCs or inside people's heads

The state where "data is only on that person's PC" or "the method is only in the person's experience and memory" is the biggest cause of dependency on specific individuals. The moment the person in charge is absent, no one can do anything.

Cause 2: No manuals or procedure documents

If a culture of "it's enough to explain it verbally" or "just watch and learn" is rooted, work procedures are never recorded anywhere. Every time a handover occurs, it becomes necessary to teach from scratch, and the person who was taught ends up in the same state.

Cause 3: Tool and system accounts are managed individually

"Only Mr. Yamada knows the password for that service," "We are using Mr. Tanaka's account to log in to this system"—in these situations, the work itself stops when the person in charge is absent.

2. Four ways to eliminate dependency on specific individuals using IT

Method 1: Consolidate information in the cloud

The first step to eliminating dependency on specific individuals is to move information from "individual locations" to "a location accessible by everyone."

By consolidating work data in cloud storage such as OneDrive or Google Drive, other members can access necessary information even when the person in charge is absent. The situation of "that file is only on Mr. Yamada's PC..." will disappear.

Things to start with:

• Move data saved on personal PCs to the cloud

• Make "prohibition of saving anywhere other than the cloud" an internal company rule

• Standardize the folder structure so that anyone can find what they need

Method 2: Share manuals and procedure documents in the cloud

By documenting work procedures and sharing them in the cloud, you can eliminate the state where "only that person knows."

You don't need to overthink it.Even just making a bulleted list of 'things that would cause trouble for others if I were gone' makes for a perfectly good manual.

Recommended tools:

• Notion: Flexible page structure, allows centralized management of manuals, meeting minutes, and task management

• Google Docs: Simple and easy to use, allows multiple people to edit in real-time

• Internal Wiki: Allows business knowledge to be accumulated and searched like an encyclopedia

Method 3: Introduce task and progress management tools

Situations like 'What is the status of that project?' or 'I can't tell who has progressed how far' can be solved with task management tools.

Using task management tools allows:

• Everyone to see who is doing what and by when

• Anyone to take over if a person in charge is suddenly absent

• Elimination of verbal progress check meetings

Recommended tools:

• Trello: Intuitive and easy to use with a card format. Free plan available

• Asana: Excellent at managing task dependencies and deadlines

• Microsoft Planner: Microsoft 365 users can use it at no additional cost

Method 4: Manage passwords and accounts as an organization

To prevent situations where 'no one knows the password for that service,' let's create a system to manage company account information as an organization.

Using password management tools (such as 1Password or Bitwarden) allows:

• Centralized management of IDs and passwords for services used by the company

• Only authorized employees to access necessary passwords

• Account information is handed over even when the person in charge changes

Companies that manage passwords in personal notebooks or Excel should start by reviewing this.

3. Three tips for promoting the elimination of personal dependency

Tip 1: Do not aim for a 'perfect manual'

The more you think, 'I have to make a proper manual,' the heavier the task becomes, and nothing gets done. First, bullet points or memo-level notes are fine, so prioritize getting the information out. You can organize it later.

Tip 2: Build it up little by little during daily work

Trying to set aside special time as a 'personal dependency elimination project' will not last. 'Write a three-line memo about the procedures for the work you did today after you finish' is a realistic habit to start with.

Tip 3: Managers and executives should take the lead

Personal dependency will not be eliminated under managers who just say 'I want you to make a manual' but do not take action themselves. Having executives and managers start sharing information from their own tasks is the most effective way to move the entire organization.

Summary: Personal dependency is a 'system problem' that can be solved with IT

Personal dependency does not happen because 'that person is hoarding it,' but because 'there is no system to get the information out.' By simply setting up these four IT tools in order—cloud storage, manuals, task management, and password management—the state where 'only that person knows' will definitely decrease.

Start today by writing down 'who would be in trouble if I were gone.'

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At IT Work Lab, we support small and medium-sized enterprises with:

• IT environment development to eliminate personal dependency

• Selection and implementation support for cloud tools and task management tools

• Building systems for internal knowledge sharing

etc.
If you are worried that 'our company relies too much on specific people,' please feel free to consult with us. The initial consultation is free.