In many growing businesses, experienced employees become walking databases. They know where records are, which customer gets which exception, what happened to a stock adjustment and how the process is really done.
That knowledge is valuable. The risk begins when it exists only in the person. Important recurring decisions, records and workflows should be documented and, where appropriate, captured in the business system.
The goal is not to remove human judgment. It is to stop routine operations from collapsing when one person is unavailable.
Good operations make the business easier to understand, not harder.
What to do next
Map the workflow, identify where information or control breaks down, define ownership and only then decide whether the answer is a process change, a control, a system or some combination of the three.