From Hours of Manual Search to Verified Answers in Seconds

Knowledge was buried, not accessible.

Over 1,000 pages of fleet documentation spanned multiple formats and repositories. A technician on a job site needing a torque specification had no fast path to the answer. A dispatcher fielding a compliance question had to dig through binders or call a subject matter expert — if one was available.

Answers were inconsistent — and unverifiable.

Different employees produced different answers to the same question, depending on who was asked and which document they found. There was no single source of truth, no mechanism to verify that guidance matched documented policy, and no audit trail for compliance-sensitive queries.

Experienced knowledge was at risk.

Critical operational knowledge lived in the heads of long-tenure employees. When those employees left, the knowledge left with them. There was no way to capture, structure, and make that knowledge reliably accessible to the whole team.

For field workers, the impact was most acute. A technician mid-job needing a specification had two options: make their best guess or stop everything and call the office. Neither was acceptable from a safety, quality, or efficiency standpoint. The documentation existed — but it might as well not have, for anyone in the field without time to search through it.

The cumulative cost: hours of lost productivity per employee per week, elevated operational and compliance risk, and a growing gap between what Mirlin's documentation contained and what the workforce could actually access and use.