Implementing a Knowledge Management-Based Model for Lessons Learned

Abstract

Lesson learning is a well-known and crucial organizational tool that serves many organizations wishing to improve their performance. This chapter describes a knowledge management (KM)-based model, improving the level of learning and of the lessons learned with the goal of reducing repeated mistakes as well as recreating their successes. The key features of the model were the base of a research conducted using a case study approach implemented at the Welfare Division of the Jerusalem Municipality's Community Services Administration. The implemented model, based on KM ideas, added two significant stages to the process of debriefing—refining the lessons learned and transforming them into lessons that are managed in an independent database—as well as an additional stage, which was comprised of active processes of integrating the lessons into the organizational work.