Knowledge Capture

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"Within every business, there are experts who possess critical knowledge which needs to be retained within the organisation."

Peopleworks is a division of Challenger Consulting which has been operating since 1989. Our programmes and methodologies have been designed to respond to the needs of many organisations who recognise the potential loss of experiential knowledge when experienced staff exit the organisation or transition into retirement. Many of these professionals have truly unique skills, wisdom and experiences and the loss of this knowledge could become a major risk to many organisations, unless it is transferred to others.

There is a wide range of voiced and unvoiced experience within every organisation that constitutes a vital collective resource.

Knowledge capture and retention is about capturing the experiential knowledge, expertise, wisdom and skills of your critical SME’s and subsequently making these readily available to their peers. Many experts who are highly analytical and specialised are not instinctively good at transferring their knowledge but most will work with an objective third party with specific techniques to elicit the required information.

Organisational capability should be about retaining & embedding the experience and ideas of your key Subject Matter Experts (SMEs) who are close to transitioning out of your business.

Our Knowledge Capture & Retention programme helps lessen the impact of the experiential knowledge loss related to retiring workers, assists with maintaining best practice standards and improves consistency within your organisation. Examples include knowing the typical steps in a business process, the experiential and tacit knowledge of why the process is done, what could go wrong, who needs to be involved (internally and externally), what to look and listen for and what outcomes should be shared with others in the organization. With the Peopleworks Knowledge Capture & Retention programme, we look for what is unique and distinctive about the SME’s experiential knowledge – stories of personal experience. At the outset, neither we, nor they, know what is really special before we start.

We look for the stories from which the uniqueness can emerge with questions such as; how did you learn this? where did this way of thinking come from? why is it important? It’s the story behind the facts that matters, not the facts themselves.

Process

PREPARE

Identify the key areas of expertise and subject matter experts (SMEs) – what needs to be captured and retained, and who needs to know. Identify the most suitable techniques of eliciting the information, unique to the individual (or group). Identify the most appropriate methods of accessing the information – what will it ‘look like’ when it is ready to be retrieved?

CAPTURE

Capture and record the SME’s tacit knowledge based on specific experiential events which come from years of on-the-job experience. This knowledge is captured and recorded through a series of interviews with the SME’s.

DEVELOP

Identify the key areas of expertise and subject matter experts (SMEs) – what needs to be captured and retained, and who needs to know. Identify the most suitable techniques of eliciting the information, unique to the individual (or group). Identify the most appropriate methods of accessing the information – what will it ‘look like’ when it is ready to be retrieved?

COACH

Story telling workshops and/or one-on-one coaching – based on specific learning events. This is often complimented with peer mentoring over a specific period with us facilitating the meetings and outcomes.

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