| To manage the intangible asset of knowledge it is necessary to find and map its location. This project deals with the problem of knowledge mapping and maps the knowledge surrounding the suspend solids group of tests a small testing laboratory. The participants for this qualitative study were the laboratory employees including the laboratory technicians authorized to conduct these test, the laboratory manager, the quality assurance manager and the Vice President of Laboratory Operations. The study primarily employs the ethnographic methods of interviewing and detail observations for the gathering of data. To begin the mapping process the explicit knowledge present within the standard operating procedures was employed to determine three distinct knowledge areas, the sample processing, the testing process and the reporting of the test results. By adding the tacit knowledge and additional explicit knowledge additional knowledge domains such as accuracy, equipment and its usage, customer and customer product knowledge, time management knowledge, laboratory safety knowledge and knowledge of the different measuring devices all appeared. These nodes and domains of knowledge were all added to the knowledge map for Enersolv Laboratories. This knowledge can now be used for the development of training manuals, for job descriptions and for determining what processes need to be improved. In addition the results show the mapping of knowledge as an arduous and awesome task. |
