knowledge-ops

1# knowledge-ops
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3Company SOP + internal runbook authoring, 5W2H completeness validation, and KB hygiene reporting for Head-of-Ops / Knowledge-Manager / TPM-Internal personas.
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5## Purpose
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7An ops organization three years in accumulates a sprawl: 600 Notion pages, 200 Confluence runbooks, three Obsidian vaults, a `Drive/SOPs/` folder, and a `Slack #ops-questions` channel that exists because nobody can find the canonical doc. Predictable failure modes:
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91. **No owner** — 40% of SOPs name "the team" instead of a person. When the doc rots, nobody is accountable.
102. **No last-reviewed date** — a years-old vendor-offboarding SOP still references a procurement tool that was sunset over a year ago.
113. **Vague success signals** — runbook step 4 says "verify the service is up". A new operator can't tell what that means.
124. **No rollback path** — incident-comms cascade runbook tells you how to send the alert. It doesn't tell you how to retract it when the alert was wrong.
135. **Orphan pages** — half the KB has no inbound links. Nobody finds them via navigation; they only exist because somebody knew the URL.
146. **Glossary drift** — "CSM" means Customer Success Manager in three docs and Customer Solutions Manager in five. New hires guess wrong for six months.
157. **Happy-path-only SOPs** — the doc covers what happens when everything works. It doesn't cover the 30% case where it doesn't.
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