Q1: Should we store lessons learned in a database?

Answer: Organizations need to learn from lessons. Storing the lessons is a non-value add activity and expense. For an organization to actually learn from a lesson there must be a change in some physical key element, like an update to a reference document, and ultimately an observable, consistent and repeatable change in employee behavior. Rather than spend resources on lessons learned databases, spend the resources to update references and train/mentor your employees.

Q2: Should we ignore lessons? 

Answer: NO! Not having a lessons learned database does not mean that your organization should ignore lessons. The strategy is to…

1) understand the root cause of a lesson,
2) derive the appropriate preventive action and
3) update ALL affected intellectual capital –

a) people skills (know how),
b) intellectual properties (documentation) and
c) technical communication forums (key meetings),

…such that the issue does not re-occur.  With the prevention in place, as well as the discipline to execute to what you know works with profound understanding of why it works, there is little need to maintain a lessons learned database.  Some lessons may be retained for storytelling purposes. All of your energy and resources are now focused on the positive aspects of the business…

1) developing and validating preventive actions,
2) building and validating new knowledge,
3) being successful by reusing what works and
4) innovating got-to-have products and services

Q3: Why do many organizations have lessons learned databases?

Answer: There are 2 basic strategies for managing knowledge and enterprise learning.

1) One strategy is to maintain and share a list of all of things that have gone wrong and how each was corrected. The list of things that do not work approaches infinity - a very long list).

2) The other strategy is to maintain, share and apply (operative word is apply) a list of accurate, validated methods, processes and product knowledge about what we know works, in context, and most importantly document and understand why it works. The list of things that do work is finite - a short list.

Q4: What are the disadvantages of a lessons learned database?

Answer: There are several disadvantages to lists of what's gone wrong…

1) Often the lesson content lacks context of the situation or is not actionable,
2) the entire organization is focused on the most negative aspects of the business - everything that has gone wrong,
3) after reviewing the list of what doesn't work, the employee still doesn't necessarily know what to do,
4) re-applying a correction, which typically treats a symptom, isn't the best method of prevention, and
5) the organization gradually accepts things going wrong as natural state of business.

Answers to more FAQs will be added in the near future. If you have a knowledge awareness or enterprise learning question please forward to us for a quick response.

Wieneke & Wieneke, Inc./Copywright 2008