本文将聚焦业务导向知识管理，讲讲如何结合业务过程深入开展知识管理。
开展思路如下图所示，在业务“做前、做中、做后”几个阶段，通过有目标、有策略地开展知识管理活动，让业务更高效开展的同时、积累提升业务团队能力，实现“在战斗中学会更好地战斗”。
企业从上至下不同层级的业务：上至为全业务领域指明发展方向、建立业务规则的“规划及流程 策划、制定及执行”过程，及协调组织业务团队紧密协作、达成目标的“一线项目 立项、计划及实施”过程，下至及各岗位及角色日常的“作业活动 安排、策划及执行”过程，都能应用知识管理进行提效和赋能，开展过程中要把握业务“前中后”不同阶段的特点、有策略地开展，让知识管理发挥更大的价值。
1、做前：对准“能力瓶颈”，学习及导入先验知识
凡事预则立、不预则废，各项业务在开展前要做好准备及筹划工作，除了人财物等有形资源的准备，更要从能力上做好准备。
在人财物资源充足的情况下，业务的开展进度、成果质量、产品创新等方面的目标，存在无法达成的风险和可能时，就意味着团队或岗位人员的能力存在不足和瓶颈，要在开展工作前，学习及导入经过内外部实践验证过的、能保障上述进度/质量/创新目标达成的知识，可称之为“先验知识”。
复杂度高、或团队之前没有参与过的项目和作业，特别需要进行能力瓶颈识别及先验知识导入的工作。例如四年一度的奥运会项目，对于绝大多数举办国来说，都是复杂度高、之前没有参与过的项目，需要导入过往奥运会举办的先验知识，为此奥运会组委会建立一套固定运作的机制（成为奥运知识管理程序KMP），确保举办国通过派驻人员在上届奥运会观摩学习、拜访咨询奥组委专家、接受场馆准备情况检查质询等多种方式进行知识导入，提升举办国能力，在保障顺利举办、降低举办费用等方面，取得了良好的效果。 数字化转型网（www.szhzxw.cn）
未知事物的认识都是逐步清晰的，识别瓶颈及导入知识的过程也会是一个“发现不足后进行学习、学习后再发现新的不足”持续开展的过程，因此需要做到尽量提前开展、持续保持关注和投入。
2、做中：对准“问题解决”，参考、总结及推广实操知识
开展业务的过程中，总会碰到或产生不能达到目标或预期、甚至难以完成工作的问题，应用知识管理能帮助快速地定位和解决问题。
知识管理主张用“即时回顾”的方式，针对要达成的业务目标，及时对工作进行总结，识别存在的问题，分析经验教训，制定解决问题的计划。“及时回顾、目标比对、经验总结、计划改进”的思路和过程，达到及时发现、快速定位问题的效果。
发现了问题，还要能尽快解决问题、让业务通畅运行，这对知识的获取和参考提出了要求：一要快捷，二要实用。知识管理提供知识检索、在线问答、同行协助等多种方式帮助快捷获取知识，改变困扰企业多年的知识分散不集中、缺乏快捷入口和渠道、难以获取的状况；同时以一线实践经验知识为核心，通过岗位及项目案例总结、专家经验见解显性化、方法指引归纳提取等方式，保证可参考的知识丰富而实用。
最后，大部分业务在企业中，是有多个同类的岗位和团队在并行开展，一个岗位或团队识别出了问题、获取实操知识解决了问题，其开展过程及得到的问题方案等经验和成果，需要在同类岗位和团队进行推广和共享，知识管理又一次发挥了重要作用。 数字化转型网（www.szhzxw.cn）
之前多篇公众号文章中介绍过的美军、英国石油、华为等标杆组织开展即时回顾AAR、同行协助的案例，都是对准“问题解决”开展知识管理的优秀范例。
3、做后：对准“业务改进”，回收及总结优秀实践知识
业务工作完成后，进行知识经验的回收和总结，这个做法似乎每个人都知道也认可，但是如何做得有价值、有效率，清楚的人却未必很多，总结而言，有价值、有效率的业务经验总结，目标是“业务改进”，内容是业务中的优秀实践。
以“业务改进”为目标，让经验总结这件事有了良好的初衷和出发点——用今天的思考提升明天的业绩，可谓是以“倒逼”的方式在对总结提要求，避免成为又一次工作汇报、业绩表彰、批判检讨的前提下，务实且深入地总结出对后续工作改善有帮助的成果，毕竟，要对习以为常的业务方式方法进行改进，没有对业务过程的详实回顾、对经验教训的深入挖掘、对后续改善及做法的清晰总结，是难以让自己和他人信服的。
优秀实践作为回收和总结的内容，很好理解，因为“优秀”的做法才值得推广借荐、或通过流程标准固化执行，才能在“业务改进”过程中发挥作用。优秀实践也并不是事事完美，可以是顺利交付的创新工作、在绩效结果上有亮点的项目模块、或精益求精取得改进的成熟业务，这些实践的开展过程和经验都值得回收、总结和推广。 数字化转型网（www.szhzxw.cn）
关于优秀实践回收总结、纳入培训课程提升人员能力、甚至固化为流程规则，实现业务改进的美军、华为等标杆组织的实践，之前文章也说得不少，可供参考。
见之不若知之，知之不若行之！希望读者朋友在“已见标杆、已知原理”的基础上，尽快行动起来，开展业务“前中后”知识管理，在战斗中学会更好地战斗！
翻译：
Business “front, middle and back” knowledge management, learn to fight better in the battle
This article will focus on business oriented knowledge management and talk about how to carry out knowledge management in depth with business process.
The development idea is shown in the figure below. In the stages of “before, during and after” of business, knowledge management activities are carried out target-oriented and strategically, so that business can be carried out more efficiently and business team capabilities can be accumulated and improved, so as to realize “learning to fight better in battle”. 数字化转型网（www.szhzxw.cn）
Different levels of business from top to bottom: From the “planning and process planning, formulation and implementation” process, which indicates the development direction of the whole business field and establishes business rules, to the “first-line project initiation, planning and implementation” process, which coordinates and organizes the business team to work closely together and achieve the goal, to the daily “operation activity arrangement, planning and implementation” process of each post and role, Knowledge management can be applied to improve and empower, and in the process of development, it is necessary to grasp the characteristics of different stages of business “before, during and after” and carry out strategically, so that knowledge management can play a greater value.
1, before doing: align with the “ability bottleneck”, learn and import prior knowledge
Everything in advance is established, not in advance, the business should be prepared and planning before the development of work, in addition to the preparation of physical resources such as people and money, but also from the ability to prepare.
In the case of sufficient human and financial resources, there is a risk and possibility that the progress of business development, quality of results, product innovation and other goals cannot be achieved, which means that the ability of the team or post personnel is insufficient and bottleneck. Before starting work, it is necessary to learn and introduce the knowledge verified by internal and external practice that can ensure the achievement of the above progress/quality/innovation goals. This can be called “prior knowledge”. 数字化转型网（www.szhzxw.cn）
Projects and assignments that are of high complexity or that the team has not been involved in before especially require capacity bottleneck identification and prior knowledge introduction. For example, the quadrennial Olympic events, for most host countries, are highly complex and have not participated in the events before, which requires the introduction of prior knowledge of the past Olympic Games. For this purpose, the Organizing Committee of the Olympic Games has established a fixed operation mechanism (known as the Olympic Knowledge Management Program KMP). We ensured that the host country imported knowledge by sending personnel to observe and study at the last Olympic Games, visiting and consulting experts of the Olympic Organizing Committee, accepting the inspection and inquiry of venue readiness, etc., so as to improve the capacity of the host country, and achieved good results in ensuring the smooth hosting and reducing the hosting costs.
The understanding of unknown things is gradually clear, the process of identifying bottlenecks and introducing knowledge will also be a continuous process of “learning after finding deficiencies, and then discovering new deficiencies after learning”, so it is necessary to carry out as far as possible in advance, and continue to maintain attention and investment.
2, doing: alignment with “problem solving”, reference, summary and promotion of practical knowledge
In the process of business development, there are always problems that can not reach the goal or expectation, or even difficult to complete the work. The application of knowledge management can help to locate and solve the problems quickly.
Knowledge management advocates the use of “immediate review” method, aiming at the business objectives to be achieved, the work is summarized in time, the existing problems are identified, the experience and lessons are analyzed, and the problem solving plan is formulated. The idea and process of “timely review, target comparison, experience summary, and plan improvement” achieve the effect of timely discovery and rapid positioning of problems. 数字化转型网（www.szhzxw.cn）
Found the problem, but also to be able to solve the problem as soon as possible, so that the business smooth operation, which puts forward the requirements for knowledge acquisition and reference: one must be fast, the second must be practical. Knowledge management provides knowledge retrieval, online question and answer, peer assistance and other ways to help quickly acquire knowledge, change the knowledge that has plagued enterprises for many years is scattered and not concentrated, lack of quick access and channels, difficult to obtain; At the same time, with front-line practical experience and knowledge as the core, through post and project case summary, expert experience and insight, method guidance induction and extraction, etc., to ensure that the referable knowledge is rich and practical.
Finally, in most businesses, there are multiple similar positions and teams in parallel. When a position or team identifies a problem and obtains practical knowledge to solve the problem, the experience and results of its development process and problem solutions need to be promoted and shared among similar positions and teams. Knowledge management plays an important role once again.
The cases of benchmarking organizations such as the US Army, British Petroleum, and Huawei carrying out instant review AAR and peer assistance introduced in many previous public number articles are excellent examples of knowledge management aimed at “problem solving”.
3, after doing: alignment with “business improvement”, recovery and summary of excellent practical knowledge
After the completion of the business work, the recovery and summary of knowledge and experience, this practice seems to be known and recognized by everyone, but how to do valuable and efficient, clear people are not necessarily many, in summary, valuable and efficient business experience summary, the goal is “business improvement”, the content is good practice in the business.
To “business improvement” as the goal, so that the experience summary of this matter has a good intention and starting point – with today’s thinking to improve tomorrow’s performance, it can be described as a “forced” way in the summary requirements, to avoid becoming another work report, performance recognition, critical review under the premise of pragmatic and in-depth summary of the improvement of the follow-up work helpful results, after all, It is difficult to convince yourself and others of the need to improve business practices without a detailed review of business processes, an in-depth exploration of lessons learned, and a clear summary of subsequent improvements and practices.
Good practices, as recycled and summarized, are well understood, because “good” practices are worthy of promotion, or solidified by process standards, to play a role in the “business improvement” process. Good practices do not always have to be perfect. They can be innovative work delivered smoothly, project modules with outstanding performance results, or mature businesses with excellence and improvement. The process and experience of these practices are worth recycling, summarizing and promoting.
Previous articles have also talked a lot about the practices of benchmarking organizations such as the US Army and Huawei that collect and summarize good practices, incorporate them into training courses to improve personnel capabilities, and even solidified them into process rules to achieve business improvement. 数字化转型网（www.szhzxw.cn）
If you don’t know what you see, you don’t know what you do! I hope that readers can take action as soon as possible on the basis of “having seen the benchmark and known the principle”, carry out the knowledge management of business “before and after”, and learn to fight better in the battle!
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