Skip to main content

Currently Skimming:


Pages 73-87

The Chapter Skim interface presents what we've algorithmically identified as the most significant single chunk of text within every page in the chapter.
Select key terms on the right to highlight them within pages of the chapter.


From page 73...
... 5-1 Chapter 5: Knowledge Retention Knowledge retention encompasses the processes, systems, storage mechanisms, and interactions that are used together to hold on to critical employee knowledge so that it can be readily accessed and used by the transit agency. Chapter Overview This chapter provides an overview of effective knowledge retention strategies and supporting tools that are relevant to transit agencies.
From page 74...
... 5-2 expected work of employees. It takes effort from people across a transit agency's functions to make sure that all necessary knowledge is well documented and stored in a safe and accessible format for the lifetime of the transit agency.
From page 75...
... 5-3 system, users can have trouble accessing and locating relevant information that will help them carry out their duties. To ensure the effective use of knowledge retention systems, training on how to upload and access relevant information is critical.
From page 76...
... 5-4 Action Plan J: Utilize Knowledge Repositories That Store and Promote Access to Knowledge Summary: Knowledge repositories are internal databases containing critical knowledge needed to make informed decisions, develop effective policies and procedures, enhance employee expertise, and carry out the transit agency's operational mission. Repositories are used to organize existing information, such as reports, process charts, performance data, SOPs and problem-solving techniques, in a way that is Easily searchable Accessible to those who need the information Flexible enough to adapt to changing organizational environments and KM needs Knowledge repositories can support transit innovation because they allow employees to focus on new ideas and advancements rather than continuously reinventing processes and procedures that already exist in other parts of the organization and have been tested previously.
From page 77...
... 5-5 Action Plan J: Utilize Knowledge Repositories That Store and Promote Access to Knowledge Action Plan Highlights Provides a transit agency with a central storage location for critical knowledge that is organized for easy access, allowing employees across the organization to search for information that they need. Supports transit agency innovation by reducing the time employees spend continuously redeveloping job-related processes and procedures, providing employees with the opportunity to think strategically and creatively about future transit agency improvements.
From page 78...
... 5-6 Action Plan J: Utilize Knowledge Repositories That Store and Promote Access to Knowledge 2. Create Repository: For employees to find needed information through a search of the repository, the content must be organized effectively and labeled correctly.
From page 79...
... 5-7 Action Plan J: Utilize Knowledge Repositories That Store and Promote Access to Knowledge Useful Internal and External Resources Resources for Strategy Implementation Dedicated transit employee(s) responsible for implementing, sustaining, and evaluating the program.
From page 80...
... 5-8 Action Plan J: Utilize Knowledge Repositories That Store and Promote Access to Knowledge implementation of the repositories. Impact and Cautionary Considerations Positive Outcomes of the Strategy Promote Access to Knowledge: Transit agencies can store critical information in a repository to assist employees in carrying out their job responsibilities.
From page 81...
... 5-9 Action Plan J: Utilize Knowledge Repositories That Store and Promote Access to Knowledge their advantage. If comprehensive training is not provided, there is a great likelihood that employees will be unsuccessful in using the repository and the transit agency's knowledge retention efforts could potentially fail.
From page 82...
... 5-10 Action Plan K: Maintain Updated SOPs to Store Critical Technical Knowledge Summary: SOPs are a set of instructions or guidance to help employees understand how the transit agency carries out processes. SOPs need to be comprehensive and well maintained.
From page 83...
... 5-11 Action Plan K: Maintain Updated SOPs to Store Critical Technical Knowledge If a transit agency does not have a formal process for developing and maintaining SOPs, it will be readily apparent to transit employees and may negatively affect their perception of the transit agency's management, thus diminishing employee support for the critical role SOPs play in guiding transit agency activities. This lack of faith in SOPs can also lead employees to create their own processes and procedures to carry out their job responsibilities, which may or may not be effective, and can contribute to less consistent job performance across the transit agency.
From page 84...
... 5-12 Action Plan K: Maintain Updated SOPs to Store Critical Technical Knowledge solid project manager who is able to tap into subject matter expertise from each transit functional area. In most transit agencies, the individual who fills this role would also have other regular job assignments, with the coordination and quality control of the SOP process as an additional responsibility.
From page 85...
... 5-13 Action Plan K: Maintain Updated SOPs to Store Critical Technical Knowledge 4. Distribute New and Updated SOPs: Employees should be notified of and provided any new and updated SOPs.
From page 86...
... 5-14 Action Plan K: Maintain Updated SOPs to Store Critical Technical Knowledge Impact and Cautionary Considerations Positive Outcomes of the Strategy Employee Buy-In: When transit employees are involved in developing and updating SOPs, they are more likely to feel invested in the SOPs and ensure that their coworkers follow the included processes, procedures, and protocols. Creates Consistency and Efficiency: Updated SOPs ensure that employees are following the same processes, procedures, and protocols within a given functional area, which creates consistency and efficiency throughout the transit agency.
From page 87...
... 5-15 Action Plan K: Maintain Updated SOPs to Store Critical Technical Knowledge Share with existing employees that new employees will be able to step in and perform on the job more quickly and effectively if they have SOPs to reference and guide their specific job responsibilities. Knowledge Capture Knowledge Retention KM Planning Knowledge Transfer KM Culture Intro to KM Procedure for notifying employees when an SOP is updated.

Key Terms



This material may be derived from roughly machine-read images, and so is provided only to facilitate research.
More information on Chapter Skim is available.