3.0 KCS Double Loop Process Flashcards
Describe the Double Loop Process.
The KCS Methodology uses double-loop processes to optimize the health of the knowledge base and the capability of the organization. The Solve and Evolve Loop processes are the operational activities that reinforce each other and make up the system. There are 8 practices in the double-loop process; four in the Solve Loop and four in the Evolve Loop.
- The A loop is the activity of getting work done; it is often reactive in that the activity is triggered by an event or an interaction
- The B loop defines the A loop process and is also reflective. It is a process of continuous improvement for the A loop and the output of the A loop. The B loop activities assess the health of the system by analyzing the patterns and trends that emerge from a collection of A loop activities and outputs, and identify opportunities for improvement.
Explain the Solve Loop.
The Solve Loop (A Loop) represents the responsibilities of the representative when they are resolving a customer’s issue.
- The practices within this loop are reactive and transactional
- In the solve loop is the workflow that resolves issues-it is a request-response workflow.
- Representatives capture their resolution experiences to create a collective memory for everyone to use.
Describe the four practices in the Solve Loop.
The four practices in the Solve Loop are:
Capture - in the workflow. Capture the:
- Experience of resolving issues; the customer’s context and representative’s knowledge
- Customer’s perception of what is ocurring
- Environment in which the issue is ocurring
- Resolution to the issue
- Cause of the issue (optional)
Structure - for reuse.
- Consistent structure
- Simple Templates
- Improve article readability
- New articles build on and integrate with existing knowledge
Reuse - words and phrases used in the search are valuable content and should be reused to improve articles or create a new article.
- Searching is part of the request-requester process
- Search early, search often ensures that one will benefit from existing knowledge and reduces the likelihood of creating duplicates
Improve - reuse is improved
- Representatives take responsibility for the articles they interact with
- Use “Flag It or Fix It” for articles not understood or those that can be improved or corrected
- Licensed users editing articles improves quality, reduces duplicates, and assures currency
Explain the Evolve Loop.
The Evolve Loop represents the responsibilities of leadership and the organizational-level processes needed for KCS. The Evolve Loop:
- Defines the practices that govern and promote the activities of the Solve Loop and the content standard
- Is responsible for continuous improvement based on the analysis of the Solve Loop events and the associated articles with those events
Characteristics of the Evolve Loop include:
- Organizational-level processes that occur across a collection of events (Solve-Loop) or content
- Systemic (i.e., processes and policies that are implemented to enable the transactional activities) review of knowledge worker activities resolving issues with organizational processes, including the continual improvement and maturity of KCS services
Identify the four practices in Evolve Loop.
The four practices within the Evolve Loop are:
- Content Health
- Process Integration
- Performance Assessment
- Leadership & Communication
Describe the techniques of the Capture practice.
The techniques of the Capture practice include:
Capture Knowledge in the Moment
- KCS articles are created as part of the interaction and immediately made visible to others
- The capture process is integral to the Solve Loop from the first description of the request to the final resolution - the article is built along the way (tacit information becomes explicit)
- Even if a resolution is not yet known, the KCS article is made visible to others, especially those working in the same product area
- Knowledge becomes a by-product of interaction
Capture the Customer’s Context
- Understand the customer’s experience before resolving
- Content is captured in the customer’s context
- Information is captured about the environment
- Relevant content is captured into the article, which may be a subset of information captured in the incident/request record
Searching is Creating
- Knowledge is captured as a by-product of problem-solving
- Capturing knowledge at the moment becomes explicit - tacit knowledge is captured and becomes explicit, you don’t know what you know until someone asks
- Only relevant content is captured into the article, which may be a subset of the information captured in the incident record
- The knowledge base is searched before anything is added
- Search words are candidate knowledge
List the benefits of Capture.
The benefits of capture include:
- Content is in the customer’s context
- Improves findable articles
- Context is captured appropriately and at the point of interaction
