Technology is rapidly expanding to make information more ubiquitous in the company. Information such as complete customer and equipment history, warranty and inventory status can be easily communicated to field personnel needing to make a decision. Technology is available to deliver information where it needs to be in the right format to have a knowledgeable end user. It should be used where practical and expedient to do so. Knowledge to understanding Being knowledgeable about a situation and understanding how to address the situation are certainly different.
Understanding typically comes from training and analysis.
Tools should be available for both training and analysis. Where possible, training on appropriate levers available to address situations and criteria for doing so should be set. This happens to some degree in almost all companies. Most companies at least understand training needs, methods needed to accomplish this training and make investments in this area. However, investments to support decision-making analysis are often lacking.