1. Coordinating skills and knowledge management

Knowledge management is a major factor in an organization's long-term viability. It is necessary to acquire knowledge while maintaining existing knowledge. This naturally includes internal and external training to enhance staff skills. In addition, where the quality of the outcome of an operational process has an impact on customer satisfaction, an empowerment process is useful to reduce the occurrence of non-compliant results, or to mitigate the dispersion of a process (see figure "The place of training and empowerment in knowledge management").