knowledge-ops

The saved excerpt is a snapshot from review. The external source remains the complete and most current version.

---
name: knowledge-ops
description: 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").
context: fork
version: 2.8.0
author: claude-code-skills
license: MIT
tags: [bizops, sop, runbook, knowledge-management, kb, 5w2h, wiki, ops-documentation]
compatible_tools: [claude-code, codex-cli, cursor, antigravity, opencode, gemini-cli]
---

# 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.
7. **Happy-path-only SOPs** — the doc covers what happens when everything works. It doesn't cover the 30% case where it doesn't.

This skill answers the operator's actual question: **"Which 20 docs do I fix first, and what specifically is wrong with each?"** — with deterministic logic, not intuition.

## When to use

- Authoring a new SOP for a cross-functional company process (procurement intake, vendor offboarding, incident-comms cascade, employee onboarding, expense reimbursement, customer-escalation playbook, security-incident comms, system-access provisioning).
- Validating an existing internal runbook before it goes into rotation (every step must have a named owner, expected duration, observable success signal, observable failure signal, rollback path, escalation contact).
- Ingesting a multi-document KB export (Notion zip, Confluence space export, Obsidian vault, `Drive/SOPs/` directory) and surfacing what's broken: orphan pages, stale pages (no edit > 12 months), glossary drift, missing-owner pages, cross-link map.
- Onboarding a new ops hire by generating the SOPs and ops-handbook pages they need to read in week 1.
- Wiki cleanup sprints — quarterly hygiene work where the org decides which 30 docs to archive, rewrite, or merge.

## Workflow

Four-step deterministic flow (matches the ops org's actual workflow, not an abstract process):

1. **Ingest KB.** Run `kb_ingester.py --input <vault-dir>` on the existing wiki export. Output is a markdown health report: orphan pages, stale pages, glossary drift,