Developing Knowledge Transfer
How is Knowledge Transfer developed and implemented? Here you could examine the use of the quality manual, mentoring, quality circles, links with training etc.
How are the areas of expertise identified and that expertise captured for future use? How do they assess their knowledge management in terms of its contribution to the quality effort?
How is new information or new ways of doing things distributed to employees?
How is Customer Relationship Management principles deployed within the area you are looking at? How is the Customer data assessed to provide better products, services or communication channels?
What customer metrics are they assessing? How can these metrics be used to develop a better product or service? Some of these are marketing issues so you may wish to look to that functional area to find the information you need.
