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knowledge-ops

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Use when a Head of Ops, Knowledge Manager, or TPM-Internal needs to author, validate, or clean up company SOPs and internal runbooks (procurement intake, vendor offboarding, incident-comms cascade, employee onboarding) — including 5W2H completeness checks (Who-What-When-Where-Why-How-HowMuch), cross-link and orphan-page validation across a sprawling Notion/Confluence/Obsidian wiki, KB ingestion + hygiene reporting, and runbook step verification (named owner, expected duration, observable success signal, rollback path, escalation contact). Pairs Ishikawa's 5W2H method, Gawande's *The Checklist Manifesto*, ISO 9001, ITIL v4, and Google SRE Workbook runbook discipline with deterministic stdlib-only Python tools that score completeness, detect anti-patterns, and emit prioritized cleanup lists (e.g., "validate this runbook before it goes into rotation", "audit our Confluence wiki for stale and orphaned SOPs").

skills-imported/knowledge-ops/SKILL.md

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Oct 10, 2026
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# knowledge-ops

Company SOP + internal runbook authoring, 5W2H completeness validation, and KB hygiene reporting for Head-of-Ops / Knowledge-Manager / TPM-Internal personas.

## Purpose

An 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:

1. **No owner** — 40% of SOPs name "the team" instead of a person. When the doc rots, nobody is accountable.
2. **No last-reviewed date** — a years-old vendor-offboarding SOP still references a procurement tool that was sunset over a year ago.
3. **Vague success signals** — runbook step 4 says "verify the service is up". A new operator can't tell what that means.
4. **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.
5. **Orphan pages** — half the KB has no inbound links. Nobody finds them via navigation; they only exist because somebody knew the URL.
6. **Glossary drift** — "CSM" means Customer Success Manager in three docs and Customer Solutions Manager in five. New hires guess wrong for six months.
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