In short: Organizational knowledge is the know-how needed to operate processes and achieve conformity. ISO 9001 clause 7.1.6 requires organizations to determine, maintain and make it available — and to plan how to acquire new knowledge.
What counts as organizational knowledge?
Lessons learned, process know-how, customer insights, technical expertise and results of improvements — including knowledge held only in people’s heads.
How can it be captured and shared?
- Lessons-learned reviews after projects and incidents
- Mentoring and job shadowing
- Standard work and visual instructions
- Communities of practice
- Succession planning for critical roles
Key takeaways
- Identify critical knowledge and who holds it.
- Capture lessons learned systematically.
- Plan for staff turnover and retirement.
Frequently asked questions
Does clause 7.1.6 require a knowledge database?
No. The method is up to the organization.
What is tacit knowledge?
Knowledge based on experience that is hard to write down.
How can auditors assess it?
By checking how critical know-how is identified, protected and shared.