Double Loop Flashcards
Chapter 3
Double Loop Process
The solve and evolve loop are 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.
Solve Loop
The solve loop (loop A) represents the responsibilities of the representative when they are resolving a customer’s issue
- the practices within this loop are reactive and
transaction - 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.
4 practices in the solve loop
1) capture - in the workflow.
- experience of resolving issues; customer’s context
and representative’s knowledge
- customer’s perception of what is occurring
- environment in which the issue occurring
- resolution to the issue
- cause of the issue (optional)
2) structure - for reuse
- consistent structure
- simple templates
- improve article readability
- new articles build on and integrate with existing
knowledge
3) 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.
4) improve - reuse in improved.
- representatives take responsibility for 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 duplicated, and assures currency
Evolve Loop
Evolve Loop represents the responsibilities of headship and the organizational level processes needed for KCS.
- 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.
evolve loop
4 practices
1) content health
2) process integration
3) performance assessment
4) leadership & communication
Solve Loop
Capture Technique
- 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 he solve loop
from the first description of the request to the final
resolution - the article is built along the way - even if the resolution is not yet known, the KCS
article is made visible to others - knowledge becomes a by product of interaction
- KCS articles are created as part of the interaction
- capture the customer’s context
- understand 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 in the moment become
explicit-tacit knowledge is captured and becomes
explicit, you don;t know what you know until
someone asks - searching the knowledge base before you add
- search words are candidate knowledge
- knowledge is captured as a by-product of problem
Solve Loop
Structure
- A simple template for capturing and organizing
content into the knowledge article.- issue/question
- environment
- resolution/answer
- cause
- metadata
- use complete thoughts not complete sentences -
using complete thoughts are a more appropriate way
to capture knowledge in the issue and environment
fields, rather than using complete sentences.
Solve Loop
Reuse
- search early and search often
- seek to understand what we collectively know
- linking
Solve Loop
Improve
- reuse is review - content is validated when it is used “just in time quality”
- flag-it or fix-it articles migrate to new audiences based on demand
- licensed to modify - improve existing articles and change visibility of articles
Evolve Loop
Content Health
- article structure
- article state is composed of three components:
- article confidence
- article visibility
- article governance
- content standard
- evolve loop articles
- archiving old articles
- dealing with legacy data
- priming the knowledge base with new information
- global support considerations
- knowledge domain analysis
- content health indicators
- AQI
- knowledge sampling
- self service success
- self service design criteria
- create vs. reuse
- self service measures
Evolve Loop
Process Intehration
- structured problem-solving (seek to understand before seeking to solve)
- A seamless technology integration, between knowledge management, incident management, and other systems.
- Search technology is required to find relevant articles.
- A closed loop feedback system - best practice feedback is used for continuous improvement to the process.
- Process integration indicators
Evolve Loop
Performance assessment
- KCS roles and license model
- KCS candidate
- KCS contributor
- KCS publisher
- KCS coach
- KCS domain expert
- Coaching for success
- assessing creation of value
- integrating subjective and objective measure
- shifting performance measures from individual and activity-focused to team and value-creation measurements.
- using triangulation to asses who is creating value
- balanced scorecard to facilitate measurements of teams and individuals
- measuring both lagging (results) and leading (activity) metrics
- goals are only set on objectives
Evolve Loop
Leadership & communication
- developing and communicating a vision
- creating a strategic framework
- KCS benefits and ROI
- promoting teamwork
- tapping into internal motivators
- recognition program
- communication is key
- leadership accountability to the knowledge worker
- leadership and communication indicators
