FAQ: What’s the best way to retain knowledge in an organization?

13th October 2016

The Casewise FAQ blog series provides insights from our top consultants into key issues impacting the business process and enterprise architecture industries

There are two types of knowledge. There is the “how we do things” knowledge, and there is the data knowledge.

The former is process knowledge. A large part of the Casewise offering involves translating diverse and intangible processes from the minds of individuals.

The Casewise team speaks to all stakeholders to gather their knowledge about how they do things. It could be how the marketing department launches a new product, how the customer service team deals with email enquiries, or how the quality testing team approves products for dispatch.

Any processes stored in the collective consciousness of individuals should be transferred to technology, so they can become processes that everyone can follow, and so they can be visible to everyone.

Which type of knowledge is harder to capture? 

Data knowledge includes information such as how many applications the company has, the roadmap of these applications, and how many products are due to be shipped.

Capturing this is more difficult because that information resides in systems, most of the time, and the connections reside in people. That requires an even bigger technology investment to collate all that information, raw data, into a single source of truth.

If you can put those two sides of the coin together, you can have a very successful organisation.

That is, effectively, what we try to do at Casewise – we see the visualisation and the data as two sides of the same coin.

Why is knowledge retention important?

Knowledge held by individuals can disappear when those individuals are not around or leave a company. Capturing everything into stored processes and systems ensures continuity.