Virgina, I think that a better approach in complex organisational environments, where there are few good practices, only emergent practices, we should look at the Cynefin Model. In a complex environment, "... in which the relationship between cause and effect can only be perceived in retrospect, but not in advance, the approach is to Probe - Sense - Respond and we can sense emergent practice". My view on this is that it is better if the Probing happens from the bottom-up and then management's role is to support these individual probe's of sense-making. The "experts" are now those who are closest to the problem or challenge - the knowledge workers.