This is a classic case of 'capability resides in individuals' rather than 'capability resides in the organization.' The core strategy is to record information in the system as each transaction progresses: customer preferences, historical quotation terms, and communication highlights are documented rather than remaining in personal notes or memory. Combined with standardized workflows, new staff have context to follow and don't start from scratch. One critical point is that SOPs themselves must be updated regularly, otherwise they drift from actual practice over time and no one will follow them.