How can knowledge be reviewed and incorporated into a continuous improvement process?
Developments in human resources, skills, and knowledge

It is common practice to review knowledge and skills on an individual basis during performance reviews or career development discussions conducted within companies.

Reviewing collective skills and knowledge—which are necessary for achieving the company’s objectives and the expected results of its quality management system—is a less common practice, one that is likely to become more widespread as the ISO 9001 requirements in this area become more detailed.

For knowledge and skills that directly affect the results of key processes—that is, those that directly contribute to creating customer value—it seems appropriate to include this review alongside that of the corresponding processes during a process review or risk analysis.

The following resources can help you integrate skills and knowledge into process reviews or...