OE21 Guideline: 4.2 Information and Knowledge Management
Manage information and knowledge assets to improve performance
Ensure quality, availability, and deployment of knowledge and best practices
Approved by: (Name) Chair, Leadership Focus Team (LFT)
Lead: Leadership Focus Team (LFT-IT) Support: All focus teams, FAC
VALUE ADDED: Information and Knowledge Management
(1) Provides a web-based process for verifying and ensuring the quality of important internal organizational data and information.
(2) Provides a web-based process for ensuring the immediate availability of key internal organizational data and information, including Baldrige Intranet™ Standards, Tools, and pages that present department policies and work unit procedures.
(3) Provides a web-based process for building, publishing, displaying, and managing organizational knowledge.
(4) Provides a web-based process for publishing and sharing best practices, including the performance of organizations and sharing of "success stories" based application of Baldrige Intranet™ Standards and Tools.
(5) Provides a web-based process for capturing and sharing organization knowledge and learning and helps embed learning in the way the organization operates.
4.2 Information and Knowledge Management (Policy)
a. Data and Information
(1) Quality - The organization verifies and ensures the quality of organizational data and information, and manages electronic and other data and information to ensure their accuracy and validity, integrity and reliability, and currency.
(2) Availability - The organization ensures the availability of organizational data and information, and makes needed data and information available in a user-friendly format and timely manner to your workforce, suppliers, partners, collaborators, customers (patients), and other customers, as appropriate.
The organization ensures that its information technology systems are user-friendly.
b. Organizational Knowledge
(1) Knowledge Management - The organization builds and manages organizational knowledge, including:
collection and transfer workforce knowledge;
blending and correlating data from different sources to create new knowledge;
transferring relevant knowledge from and to vital customers, other customers, suppliers, partners, and collaborators; and
assembling and transferring relevant knowledge for use in innovation and strategic planning processes.
(2) Best Practices - The organization shares best practices within the organization, and identifies organizational units or operations that are high performing.
The organization identifies their best practices for sharing and implement them across the organization, as appropriate.
(3) Organizational Learning - The organization uses its knowledge and resources to embed learning in the way the organization operates.
OE21 System (Figure 4.2-1 System Features)
4.2 Flow Diagram (Figure 4.2-2 Information and Knowledge Management)
4.2 Process Chart (Figure 4.2-3 Information and Knowledge Management)
Inputs to 4.2 Information and Knowledge Management
OE21 Standards - 27 as of Oct 2019
OE21 Surveys - 25 as of Oct 2019
OE21 Tools (spreadsheets and documents) - 35 as of Oct 2019
Organization's internal management information systems and web tools
Organization's Intranet (non-public and protected)
Measurement and Analysis Tools and Techniques
OE21 Standards are web pages published on the platform
OE21 Surveys are created, launched and exported from the www.surveymethods.com platform
OE21 Tools (spreadsheets and documents) are Microsoft Office 365(R) (Excel(R), Word(R), and PDF files)
Organizations with Microsoft Office 365(R) normally use collaboration features (Microsoft Teams(R))
Note: Microsoft Teams(R) is a unified communications platform that combines persistent workplace chat, video meetings, file storage, and application integration. The service integrates with the company's Office 365 subscription office productivity suite and features extensions that can integrate with non-Microsoft products.
Outputs from 4.2 4.2 Information and Knowledge Management
OE21 Standards are web pages published on the platform
Note: The author and owner of www.OE21.net, the OE21 standards and OE21 tools and surveys is AfCI LLC (dba HPO21 Institute). www.hpo21institute.com
OE21 Surveys are exported from the www.surveymethods.com platform and then inserted into OE21 Tools (spreadsheet models).
Some OE21 spreadsheet models do not require survey input data. Inputs are directly into the model from common sources such as defect logs, significant events, and other tools.
Read the 4.2 Case Study
4.2 IMPLEMENTATION INSTRUCTIONS
Key Decision: The OE21 focus team responsible for this standard should begin by deciding whether or not the OE21 standard adds value (on is non-value added) when compared to any existing standard, SOP, or process the organization uses now. The decision process is:
1. The focus team studies all Tasks and tools used in the OE21 standard.
2. The focus team answers the questions:
NON-VALUE ADDED? Does the organization currently use a standard, SOP process that is deemed as better or essentially as good as the OE21 standard? If YES, then the focus team should document that this standard is deemed as NVA, and then the focus team should proceed ahead to the next OE21 standard.
VALUE-ADDED? Does the organization currently use a standard, SOP process that is deemed as better or essentially as good as the OE21 standard? If NO, then the focus team should proceed ahead to complete the following OE21 Implementation instructions.
Note: The NVA finding will be used later in the OE21 Certification Audit process.
Note: Implementation of 4.2 is led by the LFT-IT and supported by the other focus teams (CFT, OFT, and WFT). When complete, the 4.2 outputs are reviewed and approved by the LFT (CEO, CFO, etc.)
4.2 Information and Knowledge Management (Introduction)
The OE21™ Intranet is used to manage information and organizational knowledge assets.
The OE21™ Intranet (Figure 4.2-1 above) is a website containing a complete Baldrige Management System, comprised of the following: secure login controlled website, with pages containing guidelines and tools, hosted on the Wix.com internet system, with full capability to edit and change all pages, contents, tools, links and access within and outside of the organization; provides a complete and highly capable Intranet that can be expanded to include far more than the OE21™ Intranet web pages with standards and tools. See the Intranet suggested contents page.
OE21 Guidelines are 100% aligned to Baldrige Framework Items 1 to 7. OE21 Guidelines are published on a web page with full edit and view-only administration; each web page includes a list of value-added benefits, a Policy statement linking to Baldrige Framework Items, a Flow Diagram, a Process Chart with high-level implementation steps, responsibilities and estimates of process time, and a complete set of Implementation instructions.
Continuous Improvement tools (spreadsheets; surveys; other docs) with the capability to download tools, plus online sharing of spreadsheets and other docs may be via Microsoft Excel® Online or Google® Sheets.
Compatible with popular Cloud Storage applications, including Microsoft One Drive®, Google Drive®, and DropBox®
Ability to add new web pages for unique organization information and knowledge documents, including strategy plan, organization charts, process flow diagrams or process charts, and standard operating procedures (SOP) for all work units
Web-based Collaboration tools including Google G-Suite® and Microsoft Office 365® TEAMS®
4.2 Information and Knowledge Management (Implementation Instructions)
Task 4.2.1 - Provide OE21™ Intranet Login Access - The Leadership Focus Team (LFT) and Facilitator provide login and passwords to all authorized people in the organization. The OE21™ Intranet creator (www.hpo21institute.com) provides login and passwords.
Task 4.2.2 - Implement OE21™ Updates - The OE21™ provider provides regular updates to the OE21™ standards and tools in a download of one or more files. The Leadership Focus Team (LFT) and Facilitator collaborate with the other focus teams to review and pre-approve any updates before they are published to or added to the OE21™ Intranet web site.
PROGRESS: You have reached Milestone 1 (good work). Input the status [10%] on the organization's OE21 Intranet Main page alongside the title of this standard.
Task 4.2.3 - Implement OE21™ New Content - The OE21™ Intranet is delivered directly to the organization as a complete website, ready to administer, and to incorporate access administration (view only or edit capability). The organization creates new web pages in addition to the web pages that contain the OE21™ Intranet guidelines and tools. Additional web pages include a top-down list of the organization chart as well as an image of the organization chart. The top-down list of organization titles follows this hierarchy:
1 - Top Management
2 - Departments - (Best practice: each department has responsibility for one or more Work Units; ideally Departments have one or more Department Policy documents that control their assigned Work Units
3 - Work Units - (Best practice: each work unit is a sub-department group with unique work assignments and responsibilities; ideally each Work Unit will have one or more documented Standard Operating Procedures (SOP) for their work processes.
The OE21™ Intranet is ideal for publication and maintenance of Department Policies and Work Unit Standard Operating Procedures (SOP)s.
The OE21™ Intranet SOP page is an example format for Department and Work Unit policies and procedures be added to the OE21™ Intranet.
PROGRESS: You have reached Milestone 2 (good work). Input the status [38%] on the organization's OE21 Intranet Main page alongside the title of this standard.
Task 4.2.4 - Review Data and Information (Quality Requirements) - Responsibilities for verifying and ensuring the quality (accuracy), validity, integrity, and reliability of all information published on the OE21™ Intranet are assigned to the following organization departments and work units:
The OE21™ Intranet™ Guidelines, web pages, tools and links to other documents or storage spaces is the responsibility of the Focus Teams, according to their association with each of the guidelines. The home page of the OE21™ Intranet provides a quick reference of what teams (LFT, CFT, OFT, WFT, CAT) are associated with the OE21 Guidelines (P.1 through 7.5)
The Department Policy pages and other content published are the responsibility of the Department Managers.
The Work Unit Standard Operating Procedure (SOP) pages and other content published is the responsibility of the Work Unit Managers.
Task 4.2.5 - Review Data and Information (Availability Requirements) - The responsibility for verifying and ensuring the availability and user-friendly access to all information published on the OE21™ Intranet is assigned to the Leadership Focus Team (LFT) and its supporting Information Manager(s). The availability of workforce, suppliers, partners, collaborators, and customers, as appropriate, depends upon the following availability factors:
Organization Computer (hardware) is protected from power surges, power loss, water damage, fire damage, adverse weather (storms), unauthorized intruders, and other risks.
Best practices to ensure hardware availability include:
Use of battery backup in the event of power loss
Use of redundancy protection to switch from main to backup or "mirror" servers in the event of hardware failure or hardware-related problems
Use of water, fire or weather damage protection devices or equipment and facilities
Use of controlled personnel access to IT hardware servers and vital equipment, network routers, wiring, etc.
Use of fire-protected file cabinets or safes to store vital hardware, source discs or storage media and related hardware of importance
Best practices to ensure software/program availability include:
Audits of software or web application programs installed, help ensure adherence to software vendor license requirements, restrictions, updates, and support plans;
Use of data backup programs to store files on "cloud" or offsite protected and secure servers to prevent data and information loss
Ensuring that training and help for users of software programs and tools, including Baldrige Intranet™ policies, standards and tools are available
Providing Help Desk support or references to vendor Help services for those who encounter issues in using software programs or tools including Baldrige Intranet™
PROGRESS: You have reached Milestone 3 (good work). Input the status [72%] on the organization's OE21 Intranet Main page alongside the title of this standard.
Task 4.2.6 - Review Organizational Knowledge Management Requirements - The OE21™ Intranet is the hub of the organization's knowledge management system and process. The OE21™ Intranet features are immediately available upon user login (assuming some users have edit capability and others have view-only access). The OE21™ Intranet delivers these features to users:
(1) A secure database for knowledge management;
(2) Enables the organization to manage electronic and other data and information to help ensure accuracy and validity, integrity and reliability, and currency;
(3) Ensures the immediate availability of organizational data and information, and makes needed data and information available in a timely user-friendly web page format to all authorized users in the workforce, and all others to which the organization provides login access;
(4) Enables easy collection and transfer of workforce knowledge through the website pages, content, tools and links;
(5) Provides continuous improvement tools that support blending and correlating of data from different sources to build new knowledge;
(6) Supports transferring of relevant knowledge from and to all those to which the organization provides login access;
(7) Supports assembling and transferring of relevant knowledge for use in innovation and strategic planning processes;
(8) Enables sharing of best practices within the organization, and helps to identify organizational units or operations that are high performing;
(9) Helps the organization identify their best practices for sharing and implement them across the organization, as appropriate; and
(10) Enables “Organizational Learning” - whereby the organization uses its knowledge and resources to embed learning in the way the organization operates.
PROGRESS: You have reached Milestone 4 (congratulations). Input the status [100%] on the organization's OE21 Intranet Main page alongside the title of this standard.