Every organization has a version of the same problem: some people are dramatically better at certain tasks than others, and no one has figured out how to close that gap at scale.
Where the gap actually lives
It's tempting to think the gap is about effort or training. In our experience, it's almost always about access to judgment. The top performers aren't working harder — they're applying a model of the world that their peers don't have.
That model is the asset. The question is whether it can be extracted and encoded.
The extraction process
Encoding expert judgment starts with observation, not documentation. Ask someone to explain what they do and you'll get a sanitized, simplified version. Watch them do it — or better, ask them to narrate while they do it — and you'll see the real logic.
From observation, you can build a working draft: a sequence of questions, signals, and decision rules that approximates what the expert does. Then you test it against their actual judgments and iterate.
When software takes over
Once the logic is stable enough to encode, it moves from a documented playbook to executable software. The software applies the same sequence, surfaces the same signals, and returns the same kinds of outputs — with reasoning attached so the result can be reviewed and challenged.
The expert is still in the loop. They're just no longer the bottleneck.