The root cause is that "processes depend on people's memory and information flows through individuals." Once they leave, everything goes with them. The solution isn't to make staff record better—it's to move the process itself into a system where every quotation, PO, and client interaction has a permanent record. Specifically: quotations and POs need version history; every sent version should be archived. Trading conditions, payment methods, and standard specifications for each client should be centrally managed, not stored only in someone's inbox or notes. Communication history should be searchable and not scattered across messaging apps. This way, when staff turnover happens, the next person can open the system and see the full background without asking the client "how did we agree on this before?"