
Chapter 14 n IQ Applied to Document & Knowledge Management 655
Insufficient Capacity to Reflect
The Quality Improvement Cycle of “Standardize-Do-Check/Study-Act” causes us
to focus on studying the results of new ideas, their implementation, and their effects
or potential effects in the market or for changes within our organizations.
In my early career, I worked for a retailer whose philosophy was “Hire entry
level and promote from within.” This philosophy can work well when people
are empowered, trained, and rewarded for their work.
Many job roles require repetitive work, but even Knowledge Workers in these
roles can innovate and improve their own processes, if empowered.
Insufficient Recording of Lessons Learned
Lack of documentation of Lessons Learned from our experiences will surely
cause us to stop reflecting on our work, and possibly stop innovating.
We observe that many organizations do not capture vital information that is
not mandatory from an operational standpoint, especially that information some
deem damaging to the company. We must analyze the “bad news” of Customer
complaints, regulatory actions, and subtle warnings from those closest to the
Customers to identify enterprise-threatening problems that must be addressed
for the well-being of the enterprise.
Insufficient Capacity to Disseminate Learning
In our observations, many managers do not encourage sharing of knowledge