When I work with organizations, facilitating the implementation of a quality management system according to ISO 9001:2015, about clause 7.1.6 “Organizational Knowledge, I draw the following matrix:
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:
That way you will answer to quadrants 1 and 2. If your organization operates in a stable sector that will be enough. However, if your organization operates in a dynamic sector perhaps your organization should consider some activities relevant for quadrants 3 and 4. For example, yearly meetings with innovative suppliers, or subscribing relevant technical journals or magazines.