/knowledge-ops

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, missing-owner pages, cross-link map, prioritized cleanup list. The report ranks the top-20 docs to fix first — usually a mix of high-traffic stale docs and compliance-relevant missing-owner docs. Take this list to the cleanup sprint. 2. **Validate existing runbooks.** For each runbook in the cleanup list (or any new runbook before it goes into rotation), run `runbook_validator.py --input <runbook.md>`. The validator scores each step against six checks (named owner, expected duration, observable success signal, observable failure signal, rollback path, escalation contact) and produces a per-step traffic-light + overall validity score 0-100 + MUST-FIX issue list. A runbook scoring < 60 is not safe to use in an incident. 3. **Generate missing SOPs.** For SOPs that need to be written from scratch (or rewritten because the existing one is unsalvageable), run `sop_generator.py --input <metadata.json> --profile <ops|support|finance|hr|it|regulated>`. Output is a 5W2H-structured SOP scaffold: Who (RACI), What (process steps), When (triggers + frequency), Where (system + tool), Why (purpose + regulatory basis), How (step-by-step), How-much (cost + time per execution). The `regulated` profile adds version control, signoff, and audit-trail sections (ISO 9001 / FDA 21 CFR Part 211 / SOC 2 / HIPAA). 4. **Cross-link + close the loop.** Re-run `kb_ingester.py` after the cleanup sprint to verify orphan-page count is down and glossary drift is resolved. The metric that matters is **"unfindable docs"** (orphans) and **"unsafe runbooks"** (validity score < 60) — not page count.

Scripts

**`scripts/sop_generator.py`** — Reads a JSON metadata file describing an SOP (process owner, triggering event, audience role, frequency, regulatory overlay, inputs, outputs, steps outline) and emits a full 5W2H-structured SOP in markdown (or normalized JSON). The `--profile` flag tunes the output: `ops` (general internal ops), `support` (customer-support runbook style), `finance` (controls + reco