Knowledge Management
What the company knows, written down somewhere people can find.
Summary
Knowledge Management is how institutional memory survives people leaving, joining, or changing roles. It is the documentation, the wikis, the SOPs, the customer-facing guides, the internal search.
Why it matters
Every answered question you never have to answer again is compounding productivity. Every lost answer is compounding loss.
Focus areas in this category
The 5 levels in this category
- L1 Foundation
Critical processes are documented somewhere that is not just in one person's head.
- L2 Structure
A single source of truth exists per domain; stale content is actively pruned.
- L3 Performance
Search works. New hires can answer most questions without interrupting anyone.
- L4 Excellence
Documentation is updated as part of the work, not as a separate chore.
- L5 Mastery
The knowledge base is a durable asset. It survives org changes and technology changes.