2006 Baldrige Criteria Item 4.2 - Information and Knowledge Management

Item 4.2: Information and Knowledge Management (45 pts.)
How do you manage organizational information and knowledge?

Process

Describe HOW your organization ensures the quality and availability of needed data and information for EMPLOYEES, suppliers and PARTNERS, collaborators, and CUSTOMERS.

Describe HOW your organization builds and manages its KNOWLEDGE ASSETS.

Within your response, include answers to the following questions:

4.2a. Data and Information Availability

(1) HOW do you make needed data and information available?

HOW do you make them accessible to EMPLOYEES, suppliers, PARTNERS, collaborators, and CUSTOMERS, as appropriate?

(2) HOW do you ensure that hardware and software are reliable, secure, and user friendly?

(3) HOW do you ensure the continued availability of data and information, including the availability of hardware and software systems, in the event of an emergency?

(4) HOW do you keep your data and information availability mechanisms, including your hardware and software systems, current with business needs and directions and with technological changes in your operating environment?

4.2b. Organizational Knowledge Management

HOW do you manage organizational KNOWLEDGE to accomplish the following:

• the collection and transfer of EMPLOYEE KNOWLEDGE

• the transfer of relevant KNOWLEDGE from and to CUSTOMERS, suppliers, PARTNERS, and collaborators.

• the rapid identification, sharing, and implementation of best practices

4.2c. Data, Information, and Knowledge Quality

HOW do you ensure the following properties of your data, information, and organizational KNOWLEDGE:

• accuracy

• integrity and reliability

• timeliness

• security and confidentiality

Notes:

N1. Data and information availability (4.2a) are of growing IMPORTANCE as the Internet, e-business, and e-commerce are used increasingly for business-to-business, organization-to-organization, and business-to-consumer interactions and as intranets become more IMPORTANT as a major source of organization-wide communications.

N2. Data and information access (4.2a[1]) might be via electronic or other means.

For additional description, see 4.2 Information and Knowledge Management Description.

2006 Criteria Items: 1.1 - 1.2 - 2.1 - 2.2 - 3.1 - 3.2 - 4.1 - 4.2 - 5.1 - 5.2 - 5.3 - 6.1 - 6.2 - 7.1 - 7.2 - 7.3 - 7.4 - 7.5 - 7.6 - P.1 - P.2

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Paul Steel Original 1988 Baldrige Examiner, longest serving active member of NIST Board of Examiners, 2008 Baldrige Senior Examiner trained, EFQM experienced, and a management systems consultant since 1981.