Reconstructing a knowledge management baseline from records you already have
Nobody measured the before state. It is usually still recoverable.
The evidence to look for: a knowledge article, runbook or workaround reference on resolved records
An artefact can only evidence the practice it is a record of. A ticket export shows what was captured on tickets. It is silent about strategy, and a reconstruction that pretends otherwise is the kind of number that discredits everything beside it.
Absent is evidence. Present but mostly empty is different evidence, and usually a more interesting finding: somebody configured the field and the work went on around it.
Label it reconstructed everywhere it appears, quote the file and the line for every score, and let the person who has to defend it override anything they disagree with before it is locked. What good looks like for knowledge management: The fix for a repeat issue is written down once, findable by the words someone in trouble would actually search for, and updated when it stops working.
Do this with Adoption Evidence
One engagement free. Curate the questions, baseline the team, and generate a report where every number traces to a response or a file. No card.
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