People-focused knowledge management

The Customer Service Example Revisited
In light of the situation-handling model, let us examine what Susan
does in our earlier example. She uses her prior knowledge, which she
has stored in her mind as tacit mental reference models and other
types of knowledge. Using her mental Situation Recognition refer-
ence models, which are part of her Situational Awareness functional
proficiency to make sense of the situation, she understands the 
situation to be almost routine. Since she thinks she understands the
situation, she applies her mental Decision-Making/Problem-Solving
Mental Reference Models
Governance
Approach
Models
Knowledge
Situation
Recognition
Models
Decision-Making and
Problem-Solving
Decision-Making/
Problem-Solving
Models
Execution
Method
Models
Mental Reference Models – Concepts – Understandings – Judgments – Principles – Facts
Sensemaking
Implementation
Effective
Action
Initial
Situation
Situational
Awareness
Governance Competence and Perspecives
Ongoing Situation
Action Space
and Innovation
Capability
Information
Understanding
of
Situation
Decision:
Selected
Action-
Option
Action
Feedback
Feedback
Feedback
Actions
to Change
Situation