Core Concepts Flashcards
What are the benefits derived from KCS?
Operational Efficiency
Self-Service Success
Organizational Learning and Improvement
What are the 2 loops of the double loop process?
Solve and Evolve
What does the Solve loop represent?
the responsibilities of the responder when they are resolving a requestor’s issue.
What does the Evolve loop represent?
the responsibilities of leadership and the organization-level process. The Evolve Loop analyses and measures the Solve Loop processes and content.
What are the parts of the solve loop?
Capture, Structure, Reuse, Improve
What are the part of the evolve loop?
Leadership & Communication - Creates vision, reinforces vision, creates buy-in, motivation.
Performance Management - Proficiency model and license, recognition
Process Integration - Problem-solving, Process Adherence Reviews (PAR), tool integration
Content Health - content standards
Leadership MUST do the following for KCS adoption to be successful:
Create a vision.
Communicate the vision.
Trust the knowledge workers.
Change the value of workers from what they know to their ability to follow instructions.
Shift focus from activity-based measures to value-based measures.
Choose good coaches.
What does “capture” represent in the solve loop
- context.
- capture tacit knowledge and make it explicit .
what are the parts of an article structure?
Issue/title
Environment
Resolution
Cause
Analysis
What are the principles of “reuse” in the solve loop?
Search first, search often
Link and attach
Link accuracy
What are The principles of “improve” step in the solve loop?
You touch it you fix it
Just in time improvements
Content health includes:
Content standards
Article structure
Content standards checklist
Sufficient to solve
Types of articles
Whats included in the content standards?
Examples
Definition and terms
Metadata
What are 3 perspectives that make an article sufficient to solve?
Requestor: brings content
Responders: brings experience
Organization: brings info & metadata
=resolution
What are the 3 types of articles?
Experience; just in time
Evolve loop: kde articles, workflows
Compliance
What are 3 items of “process integration” in the evolve loop?
Structured problem solving
Tool integration
Process adherence review
What are the 3 steps of structured problem solving?
Literal: type the literal question
Diagnosis: search to understand why
Research: use external resources and peers to find a solution
What is the goal of tool integration?
That 90% of the work is done in a single screen and make it easy and obvious to use.
What does the process adherence review measure?
How well the knowledge workers are following the solve loop.
What are the 6 must have measurements in a PAR?
Searching
Link rate
Link accuracy
Improve rate
Create rate
Contribution index
What are the items of “performance management” in the evolve loop?
Proficiency license model
Recognition
Radar charts
What are the 5 license roles?
Candidate
Contributor
Publisher
Coach
Knowledge Domain Expert
What can a candidate do?
Create wip & not validated articles (cannot publish)
What can a contributor do?
Publish internal articles
