One of the dangers in any organization is that the hard-won know-how of our experts remains locked in their brains and is not shared. To beat this tendency, knowledge management should be a continuous activity in any quality system. So why not start by documenting your own knowledge as an expert?
|Subject||Answer these Questions||Things to clarify|
|Foundational Knowledge||What reference materials do you use? |
How do you track technical trends?
|Should a knowledge recipient own any of these reference materials? What are the best websites? Are there particular journals that you fi nd useful? What about associations?|
|Technical/Scientific||What kinds of problems do people come to you to solve? |
What are the biggest risks in the project, process, or system you manage?
|Can you describe a problem brought to you recently? What technical mistakes is a novice likely to make in that project or process?|
|Professional Network||Whom do you ask about technology trends and innovation?|
Whom do you contact for information about government regulations?
|What is this go-to person’s complete contact information? What medium does he or she prefer (email versus telephone)? What is his or her background? How do you know this person?|
|Organizational||Who are the major stakeholders in the project, process, or system you manage? |
What are the biggest mistakes newcomers make in trying to get projects going here?
|What are the positions of the major stakeholders? Where are there competing priorities? Can you give me an example of a newcomer mistake and suggest how to avoid such mistakes?|
|Interpersonal||Regarding team leadership, what criteria do you use to select team members? |
How do you ensure the team is connected to the overall business strategy?
On a general level, how do you motivate people who report to you?
|Why do you use these particular criteria? Have you ever chosen unwisely? What communication strategies are most effective? Can you give an example of what has really helped?|
Once you’ve documented this knowledge, identify who else needs to know it, and then ensure the knowledge is transferred.