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1 

Identify knowledge. This is an analysis of the availability of existing knowledge to 

support the activities forming existing processes and a gap analysis showing what is 

missing.

2 

Create new knowledge. This reviews methods to create new knowledge. At the personal 

and team levels, recommended techniques are through training, process problem 

improvement sessions or brainstorming. At the departmental or organisational levels, 

knowledge creation can occur through benchmarking against other organisations and 

through establishing expert groups known as ‘communities of practice’ or use of consult‑

ants or other companies to acquire new knowledge.