We have a new unit in my office and am in charge of the responsibility of knowledge management. It will entail succession planning, knowledge retention, creating a policy plan for knowledge management.
Perhaps organizational knowledge in ISO 9001 (clause 7.6) can be useful for your purpose. Please consider this image:
The first and second paragraphs of clause 7.1.6 are about quadrants 1 and 2.
Quadrant 1 is about what we know that we know – that is written in procedures, work instructions, tables, specifications. Normally, is listed or codified in job descriptions and when someone starts in a new position Human Resources plans an integration program for that knowledge transfer.
Quadrant 2 is about what we don’t know that we know – that is work experience not codified, you know, unwritten rules. Normally, is transferred through coaching with more experienced job partners.
What I recommend is to: look for each process and list the functions that participate and determine what kind of knowledge someone with that function need to be autonomous and make good decisions, aligned with the quality policy and objectives.
The third and fourth paragraphs of clause 7.1.6 are about quadrants 3 and 4.
Quadrant 3 is about what we know that we don’t know – that is information that when an organization realizes that is missing can be obtained through training, books, seminars, consultants, suppliers, technical magazines. For example, this question fits in this quadrant.
Quadrant 4 is about what we don’t know that we don’t know – I call it the radar. How does the organization keep a radar working relevant information that can change the future of the business? Normally, organizations keep track of anything new through books, magazines, blogs, conferences, networking, suppliers, …
The following material will provide you more information about organizational knowledge: