1.1 The Handbook is the Boss

1.1 The Handbook is the Boss

• The "Single Source of Truth": If a process is not in the handbook, it does not exist. This eliminates "tribal knowledge" and empowers new hires to correct seniors if they deviate from the documentation. 
• The Internal Service Level Agreement (SLA):
  • Defining the company as a network of services.
  • Example SLA: "Engineering must respond to Procurement's component queries within 4 business hours to prevent line stoppages."
  • Ticketing vs. Shoulder Taps: Formalizing internal requests (e.g., IT support, DFM checks) via tickets to track load and ensure fairness, rather than prioritizing whoever yells loudest.