Organizational Development for Knowledge Management at Water ...

C. Identify employees within your system/process who are performing “critical knowledge at-risk”
positions (i.e. employees, who upon leaving LWC, could severely affect operations).
Name Job Title Process
ST TWO: IDENTIFICATION OF CRITICAL OPERATIONAL KNOWLEDGE TO BE RETAINED
STEP TWO: IDENTIFICATION OF CRITICAL OPERATIONAL KNOWLEDGE TO BE
RETAINED
When identifying critical operational knowledge to be retained from the employee,
focus on the following three types of knowledge applicable to all utilities:
‣ Technical Knowledge* encompasses individual capabilities. It is what
individuals know or know how to do, and it is typically demonstrated as a
skill. Some examples include the ability to operate a particular pump; the
ability to use software programs and systems such as Oracle, FINS, MDS,
PeopleSoft HRMS; or an understanding of chemical reactions.
‣ Social Knowledge* involves relationships and working cultures. I t is an
individual’s ability to interact with other people and to fit into the social
networks of organizations. E xamples include an ability to communicate
effectively with local politicians and to function well within a utility’s unique
working culture.
‣ Structural Knowledge* is embedded in an organization’s systems,
processes, policies and procedures. It tends to be explicit or rules-based.
Examples include knowledge of how to follow the utility’s procurement
process, to purchase a piece of equipment, and to navigate a permit
process.
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