You must possess or obtain business knowledge, maintain it and make it available to employees
In article 4, where we introduced the factors and resources affecting quality, methods and instructions were also mentioned.
Let us review those factors once again.
For any quality product or service, at least four quality factors must work together:
Competent people, good-quality raw materials, suitable machinery, and methods: in other words, the knowledge required to do the work.
To produce a quality product or service, every business must prepare answers to the following questions and provide them to its employees:
A- What?
What work must be done?
Example: receiving an order.
B- When?
Specify when this work must be done.
Example: before purchasing, producing or fulfilling the order.
C- Who?
Who must do this work?
Example: the person responsible for receiving orders.
D- Where?
Where must the work be done?
Example: in person at the customer's premises or remotely.
E- Why?
Why must this work be done?
Example: to obtain complete order information and customer requirements so that the wrong product or service is not supplied.
F- How?
In what manner and by what method must the work be done?
Example: to make sure nothing is overlooked, use a form prepared for this purpose. This form is available both on paper and electronically through the website and app.
What was described above is an example of organizational knowledge.
Knowledge can take the form of a product drawing, the formulation of a chemical, instructions for preparing a food, the concept for a television or entertainment program, and similar information.
Knowledge may come from a business's experience and trial and error over time, collected and made available to new employees.
Knowledge is usually one of a business's most valuable assets, especially when it is embedded in the minds and experience of its people.
Sometimes businesses buy business knowledge to shorten the time needed to achieve results. If you have heard the term technology transfer, this is what it means.
For example, a pharmaceutical company can spend years developing a drug formulation itself, or obtain the formulation from another company by paying a fee or entering into a profit-sharing agreement.
Business knowledge must be obtained by whatever means are necessary and possible and made available to the employees concerned. A business is not entitled to use its customer as a guinea pig or practice on the customer in an area where it lacks knowledge.
This knowledge must be appropriately accessible, maintained and updated.
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