Knowledge Holders

Purpose: A map of where Summit's undocumented knowledge lives: who carries decisions in their head, what this Brain has already captured out of those heads, and what is still walking around on two legs. This is the risk register behind the Brain Readiness Score. When a knowledge holder is on vacation, this page tells you what breaks.

Why this page exists

Most of what makes Summit run was never written down before this engagement. The Brain build moved a large share of it into the vault, which is why the readiness score sits at 87/100. The remaining 13 points are mostly items on this page: judgment that still requires a specific person. The plan for closing them is in the Implementation Roadmap.

Who holds what

Dave Kowalski: pricing edge cases and the unwritten rules

• Captured: standard pricing logic (Pricing and Estimating Rules), approval thresholds (Approval Rules), what Summit declines (What We Do Not Do).
• Still in Dave's head: pricing for odd jobs that fit no template (steep-slope tear-offs with access problems, mixed-scope storm claims, light-commercial one-offs); when to fire a customer; goodwill gestures on complaints; how far to push back on an insurance adjuster; profitability by service line, which he tracks by feel rather than by report.
• Risk if unavailable: discounts over 5% bottleneck on Tara alone; refunds and severity 3 complaints stall entirely.

Pete Sandoval: crew judgment calls

• Captured: dispatch logic (Crew Dispatch SOP), QC checklist (Quality Control SOP), emergency triage (Emergency Job SOP).
• Still in Pete's head: which crew fits which job beyond the written rules (who handles fussy customers well, who is fastest on steep metal); weather no-go calls that sit between obvious yes and obvious no; when a sub's work is "good enough" versus redo; the field photo standards, which exist as his verbal instructions and await his final written approval, a known gap.
• Risk if unavailable: schedule commitments stop, because Pete is the only person authorized to make them.

Tara Nguyen: estimating adjustments

• Captured: estimating rules and ranges, the 3-business-day delivery standard, discount authority.
• Still in Tara's head: the adjustment factors she applies on top of base pricing (access, tear-off layers, deck condition guesses before opening a roof); how to write scopes that insurance adjusters approve on the first pass.
• Risk if unavailable: estimates slow past the 3-day standard; over-5% discounts bottleneck on Dave alone.

Marcus Webb: deal instincts

• Captured: the full sales playbook (Lead Handling Process through Closing Principles), objection scripts.
• Still in Marcus's head: reading which objection is real versus a smokescreen; the history with repeat property-manager accounts; which lost leads are worth a reactivation call versus leaving alone.

Rosa Delgado: systems glue

• Captured: intake, scheduling, CRM hygiene rules, filing structure.
• Still in Rosa's head: GHL workarounds for its quirks; the answering service's escalation quirks; which insurance agents and realtors send good referrals and how they like to be thanked.
• Risk if unavailable: intake quality drops within days; nobody else audits stage accuracy, a gap that feeds the CRM stage-definition problem in the Knowledge Gaps Report.

Jenna Fields: the agency relationship

• Captured: brand voice, messaging rules, publishing approvals.
• Still in Jenna's head: the working relationship and history with the ad agency; which UTM tags mean what in the current messy attribution setup, itself a documented gap.

Captured versus still in heads

Related

• Knowledge Gaps Report
• Brain Readiness Score
• Implementation Roadmap
• Team Structure
• Approval Rules