Develop > Processes and Best Practices > Knowledge Management Workflows > Maintain and Continually Improve Knowledge (Process ST 7.3)

Maintain and Continually Improve Knowledge (Process ST 7.3)

The Maintain And Continually Improve Knowledge process:

  • Records the details of new knowledge (documents)
  • Updates existing knowledge (documents) where there is any inaccuracy or incompleteness
  • Removes obsolete knowledge (documents)

The process is performed by the Knowledge Contributor, Knowledge Analyst, Knowledge Expert, or Knowledge Manager.

Details for this process can be seen in the following figure and table.

The Maintain and Continually Improve Knowledge Workflow is illustrated in the following figure:

Maintain and Continually Approve Knowledge

Process ID

Procedure or Decision

Description

Role

ST 7.3.1

Produce / distribute KM reports

Produce and distribute KM reports to the Knowledge Manager. Go to ST 7.3.2 for the Knowledge Manager to review the KM reports.

Knowledge Analyst

ST 7.3.2

Review KM reports

Review the reports for any issues with the tool or process. Go to ST 7.3.3 to determine required actions.

Knowledge Manager

ST 7.3.3

Actions required?

Identify whether any additional actions need to be taken. If yes, go to ST 7.3.4 to co-ordinate / perform actions. If no, the ‘Maintain and Continually Improve Knowledge’ process ends.

Knowledge Manager

ST 7.3.4

Co-ordinate / perform actions

Review the identified actions and resolve any that do not need Knowledge Contributor or Knowledge Expert involvement. Go to ST 7.3.5 to determine whether action is required by the Knowledge Contributor.

Knowledge Analyst

ST 7.3.5

Contributor action required?

If yes, go to ST 7.3.6 for the Knowledge Contributor to perform the required actions. If no, go to ST 7.3.7 to determine whether action is required by a Knowledge Expert.

Knowledge Analyst

ST 7.3.6

Perform required actions

Implement appropriate actions to resolve the issue identified in the KM report. Go to ST 7.3.7 to determine whether action is required by a Knowledge Expert.

Knowledge Contributor

ST 7.3.7

Expert action required?

If yes, go to ST 7.3.8 for the Knowledge Expert to perform the required actions. If no, go to ST 7.3.9 to determine whether to revise the Knowledge Document.

Knowledge Analyst

ST 7.3.8

Perform required actions

Implement appropriate actions to resolve the issue identified in the KM report. Go to ST 7.3.9 to determine whether to revise the Knowledge Document.

Knowledge Expert

ST 7.3.9

Revise Knowledge Document?

If yes, go to ST 7.1.1 for the Knowledge Contributor to populate Knowledge details. Note: The Knowledge Analyst is the Knowledge Contributors role in this scenario. If no, go to ST 7.3.10 to determine whether to retire the Knowledge Document.

Knowledge Analyst

ST 7.3.10

Archive Knowledge Document?

If yes, go to ST 7.3.11 to retire the Knowledge Document. If no, go to ST 7.3.12 to report on progress against actions.

Knowledge Analyst

ST 7.3.11

Retire Knowledge Document

Archive the Knowledge Document in order for it to be no longer available in searches of the Knowledge Base. Go to ST 7.3.12 to report on progress.

Knowledge Analyst

ST 7.3.12

Report on progress

Provide the Knowledge Manager with a progress report on any outstanding actions. Go to ST 7.3.13 in order for the Knowledge Manager to review progress/success.

Knowledge Analyst

ST 7.3.13

Review progress/success

Review progress on actions identified and determine whether any additional actions are required. Go to ST 7.3.3 determine whether additional actions are required.

Knowledge Manager