Improve performance through the use of data, information and knowledge to understand variability and to improve strategic and operational decisionmaking:An excellent organisation makes use of organisational data, information and knowledge when making strategic and operational decisions. Because variation has an impact on predictability, costs and performance, measurement and management of variation should be a high priority.

Core practices include:

  1. Defining knowledge requirements;the organisation puts in place processes to ensure that the knowledge required for its success and sustainability can be defined.
  2. Sourcing and creating knowledge;the organisation identifies and uses a diverse range of existing and potential knowledge sources (internal and external to the organisation). It regularly updates, refreshes and refines the information held within its systems and by its people.
  3. Encouraging the application of knowledge;the organisation puts in place systems and processes to encourage its people to access, discuss and build upon data, information and knowledge. The organisation ensures that all decisions are based on current information, knowledge and fact.
  4. Maintaining a knowledge store;the organisation maximises its strategic advantage by harnessing the knowledge & expertise of its people & the knowledge embedded in the organisational systems.

The knowledge store should:

• be in a user-friendly repository, ideally linked to the IT system and available and accessible

• have a back-up store of current information in the event of an emergency or disaster

• have strategies in place to ensure the security and confidentiality of organisational knowledge and data.