Why knowledge management stalls after go live
It rarely stops all at once. It decays, and the decay has a shape.
The usual failure: Knowledge stays in two people's heads. It looks efficient until one of them is on leave, and it is the single most common reason a service desk cannot shift work to a first line.
It is worth being precise about the difference between not started and decayed. A practice that never began needs a decision. A practice that began and slid back needs to know which week it slid, and who noticed.
What it should look like instead: 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.
The measurable version of this is a score that falls between two rounds in one area while the rest hold. That is specific enough to ask three people about directly, which is how it gets fixed.
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