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Process-oriented knowledge management
Providing employees with the right process knowledge at all times
Knowledge is a vital resource in every organization. Employees’ know-how plays a particularly important role in business processes, because processes can only execute efficiently and effectively if employees know and understand them.
A key challenge for organizations is to secure relevant knowledge, share it, and make it available to employees in the right form and at the right moment. Strategic knowledge management, built throughout business processes, provides the basis for achieving this.
Knowledge must be anchored in day-to-day operations, uncomplicated and without significant effort. For this purpose, knowledge must be set in the context of processes and a learning-friendly process environment established.
- Operational processes are more efficiently organized
- Customer satisfaction and delivery schedules are improved
- Costly mistakes are avoided
- Critical knowledge is secured within the organization
- Support is provided for building organizational learning and competences
Five steps to operational knowledge management
The following checklist helps in order to improve systematic handling of knowledge in the organization and in its business processes, and to build operational knowledge management.
- Identify relevant knowledge
What must employees be able to do, in order to execute processes and fulfil (future) customer requirements?
- Analyze available knowledge
What knowledge and which competences do employees have at their disposal? What process-relevant information is already available?
- Develop required knowledge
What knowledge do we need to develop for which process steps and activities?
- Make new knowledge accessible
How can relevant knowledge be provided, perfectly fit for purpose and to a high quality?
- Keep existing knowledge current
How can we update knowledge when circumstances change, and how do we transfer best-practice knowledge from experts in our organization?