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ISO9000 and knowledge
Another interesting trend in the 90s was to introduce ISO9000 certification, to a point where certification became a cost of staying in the business- as having a telephone or a fax line.
In late 90s, customers practically merged ISO9000 and Knowledge Management, for the sake of efficiency- but being ISO9000 reporting requirements a structured approach, this supposed efficiency had some unexpected side-effect on the actual collection and re-use of knowledge.
ISO9000 originally simply stated that you were going to be assessed vs. what you stated that would be your quality level- not vs. some "common" or “standard” quality level.
Often the knowledge producers became the “bottleneck”, as they were required to produce the same set of information for different destinations and formats- ISO9000, Knowledge Management, Methodology, etc.
Knowledge Management cannot work without Knowledge Retention, and is greatly enhanced by the use of tools to manage the processing of knowledge.
Knowledge Retention can be done without necessarily using any tool or setting up a Knowledge Management unit inside each part of your organization, provided that you identify the right target, or "public"..
Our approach is to identify for each customer how to better restructure knowledge at the production point, so that each item can be reused to be "published" for different publics.
Publishing: yet another concept that is quite often discussed along with Knowledge Management, and quite often distorted into a simple format conversion for each public.
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