Operationalizing Learning

Operationalizing Learning© is a highly effective knowledge management practice developed and implemented by Working KnowledgeCSP.  Working KnowledgeCSP will work with you to identify the most critical and relevant processes in your organization.  Using Critical Knowledge Capture (CNC), a systematic and disciplined process for capturing operational (practitioner) knowledge and then analyzing the flow of work within the process, we will then work with you to map the process ensuring that it reflect inputs, outputs, and the influence and relationships of other people, processes, and factors that may have an impact on the process outcome and outputs.

Process analysis and mapping helps you to visualize and communicate the foundational building blocks of your organization showing: (1) how and where value is created, (2) where the organization’s resources are consumed, and (3) which are your primary connections with customers, constituents and other organizations. Unfortunately, business processes in many organizations are undefined, not representative of how work actually gets done, and inefficient. Organizations that are unable to consistently learn before, during, and after process execution deliver marginalized performance and poor quality. If you can’t see it, it is harder to improve it through the reinvestment of learning associated with the process.

High performing, knowledge enabled organizations (1) align process, execution of the process, and training on the process, (2) through proven techniques for quickly capturing the knowledge about the process and then (3) integrate and align this new learning with the training necessary to execute the process as it is actually being performed.

This ensures that the most current “know how” and “know why” of process execution is always part of the process training so new staff enter an operational environment aligned with and knowledgeable about the way work actually gets done. This is known as ‘Operationalizing Learning.’

Specifically, we work with you to create alignment between codified process, the execution of the process, and the training about the process, to ensure that:

  • Changes in operational field knowledge, based on new learnings elicited from those who have the responsibility for delivering the work, is reinvested in the process to ensure that the codified process always reflects that most current practitioner knowledge and practices,
  • The most current operational (practitioner) knowledge is captured and then made immediately available for reinvestment to make corresponding and concurrent changes in the training supporting the process.
  • What is taught in  the “schoolhouse” reflects the way that work is actually being accomplished so that graduates of the training are able to operationalize that learning and deliver the expected outcomes and output immediately.