People-focused knowledge management

Sensemaking
Diagnose reason for 
Ascertain that diagnosis 
equipment failure
is performed timely
Decision-Making &
Decide how to repair the 
Ascertain that specified 
Problem-Solving
equipment or correct 
corrections meet
situation
enterprise cost, time, and
performance guidelines
Implementation
Correct situation (conduct 
Ascertain that competent 
the repair)
personnel is allocated to
perform the repair
Metamonitoring
Ascertain that Monitoring is 
performed in accordance 
with, and in support of
enterprise strategy and
intents
Table 6-2
Simplified example of situation-handing activities in commercial loan application.
Situation-Handling Activities
Monitoring
Sensemaking
Assess business situation of 
Ascertain that bank’s risk 
loan applicant
criteria are applied
Decision-Making &
Decide terms of loan given 
Ascertain that bank’s 
Problem-Solving
applicant’s business situation
framework is used to
structure loan while
observing budgets and
available resources
Implementation
Negotiate terms and issue 
Ascertain that bank’s 
loan
guidelines for negotiating
terms are applied
Metamonitoring
Ascertain that bank’s 
Monitoring guidance is
applied
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People-Focused Knowledge Management
examples are highly simplified, and whereas many activities will 
normally be carried out in each task, these examples only highlight
one or two. These cases include examples of “meta-monitoring”,
which refers to how the monitoring task for the particular situation-
handling case is monitored from the enterprise’s perspective.
The nature of enterprise situation-handling covers such a large
range that it may be impractical to list representative categories of
all variations. Therefore, in the following, we illustrate the primary
tasks and their related competencies with case examples.