The knowledge layer for enterprise: Processes

This series is the practical build companion to Jesús Barrasa’s knowledge layer manifesto. This chapter is built on the previous chapter 1: Operating Structure Rosa Delgado runs Risk & Compliance at AcmeBank. In the first review meeting after the org graph went live, she asked a question nobody in the room expected to be hard: “Who owns the loan approval process?” Chapter 01 gave AcmeBank a graph that answers who’s accountable for a team, right now and at any point in time. It’s already better than the org chart but Rosa didn’t ask about the team. She asked about the process: the sequence of tasks, who performs each step, where the handoffs are, and where it stalls. That knowledge isn’t in the org structure. It lives in BPMN tools if your company has one, in procedure documents nobody has opened since the last audit, in ticket histories, and most often than it should, in people’s heads. And if the people in the room can’t get a straight answer, an agent has no chance. You can’t ask an agent to do the work if nobody…