How to transition talent from the front line
Posted by Hoyt Mann on Tue, Aug 14, 2007 @ 10:08 PM
When a start-up company grows from the founders answering level 1 support calls to a 50 person company what gets lost in the transition? The answer is knowledge transfer.
I was part of a company where this transition never happened and the founder was still answering level 1 support calls. To make things harder only those support people that were above average made it past 6 months at the company. The major issue was that there was no good support training programs or knowledge management tools.
The lesson learned was that you have to put processes in place that let those who have knowledge put that knowhow into a tool that can be leveraged by those who are less knowledgeable.