Process Integration Flashcards
Chapter 5
describe the purpose of process integration
evolve loop
the purpose of process integration is to make the solve loop friction less - ensure that the processes and procedures used with the system of record and knowledge management are integrated with the workflow
identify the two key concepts of structured problem solving (SPS) in KCS
the two key concepts of structured problem-solving (SPS) in KCS are:
- seek to understand before you seek to solve (core concept)
- search early, search often (solve loop technique)
describe the two major activities in the structured problem solving process
- manage the conversation - ensure that the conversation with the requester is logical and flows, only asking for information once.
- design the workflow to minimize the need to jump between system-of-record and knowledge management systems
- enable collaboration - effective collaboration, or what the consortium call intelligent swarming, is a function of relevance, relevance means that for a given issue, an organization wants to bring together the best resources they have that know something about the issue and the resources (people and/or content) to solve the issue.
describe some of the key concepts in intelligent swarming
intelligent swarming includes the concept of people profiles that capture both the experiences and interests of the people
- people profiles are dynamic and must be largely programmatic or maintained by the system and tunable by the people in order to reflect interests
- where KCS helps connect people to content or knowledge for known issues, intelligent swarming helps connect people to people for new issues
- swarming is about evolving organizations from escalation-based models to collaboration-based models.
explain the objective of seamless technology integration
the objective of seamless technology integration is to enable the scaling of the KCS practices and technique across multiple people in multiple locations; who are most likely working at different times. seamless technology integration with the KCS methodology will allow collaboration, independent of space and time
identify examples of criteria used for the KCS verified program
- an article object and search engine
- supports distinction between problem content and environment content
- search engine granularity
- search problem content against problem content
- search environment content against environemnt content
- ability to link/point/relate incidents to KCS articles and KCS articles to incidents
- KCS article visibility management
- KCS article state categories
- search arguments are perserved as the basis for a new KCS article
- reporting and metrics
describe two perspectives in the seamless technology integration technique
- the solve loop perspective (representatives) where the tools must be integrated to enable a seamless workflow and the interaction between the knowledge base and KCS article creation are integrated with problem-solving
- users perspective using, self-service mechanisms
identify capabilities that would be expected in the ideal solve loop integration between the knowledge management system and the system of record (incident/CRM)
- search the knowledge base using information in the system of record (incident/CRM) to launch or refine the search
- link an existing KCS article to an incident - linking occurs with two types of knowledge references information and resolution/fix information. reference information is found in materials such as service manuals or installation manuals. the specific sentence or paragraph must be findable by the search engine, the information must be accessible by the audience being served, be in the context of the audience being served, and it must be in a maintained repository
- view a KCS article that has been linked to and incident, and incidents linked to KCS articles
- modify existing KCS articles in the process of reuse based on the KCS licensing model
- create a KCS article in the knowledge base from information in the incident record
- collaborate with the subject matter experts who are relevant to the problem and quickly contact them through email or chat
identify the factors used in a search engine to determine relevance
- number of the query terms/words that appear in the document
- frequency of query terms/words
- how rare or meaningful query terms/words are in the documents being searched
- proximity in which the query terms/words appear to each other
- location of the query terms/words; for example, query terms in the title are presumed to be more meaningful than when the query terms are buried in the text
- closeness of match of concepts (not just the query terms/words themselves) contained in the query terms and documents
- presumed quality or reputation of the document based on link counts, ratings, age of the last view, or other similar factors
list the benefits of closed-loop feedback for the whole system
- KCS provides the opportunity to continuously improve the user’s productivity and experience
- KCS creates a system of persistent learning that is based on experience
- KCS can identify patterns and trends in the knowledge base which can be used to drive documentation, product and service improvements
list four areas that can benefit from KCS closed-loop feedback
- root cause analysis
- evolve loop content
- continuous improvement of the workflow
- content standard
explain the concept ‘quick click’
quick click is used when there are frequently raised issues and the standard KCS workflow provides little value, as the the issue and resolution are known, but the rate of occurrence of the issues is being tracked
quick click is intended to ensure that the reuse of the article recorded, and when/if a new resolution is added, the quick click could inform/flag the resolver of the updated solution.
explain the purpose of KCS process integration indicators
the purpose of kCS process integration indicators is to enable the organization to assess how often and how well the KCS workflow is followed and identify coaching opportunities
identify two types of process integration indicators
- search indicators - understand when and how often the knowledge base if searched. search indicator metrics (timing of search to opening case/ticket, or frequency of search to stage in structured problem management) may come from observation or reports
- contribution indicators - understand how often articles are reused and linked (accuracy), modified/improved, or created
identify examples of contribution indicators
- link rate - the percentage of closed cases with an article linked. link rate is an activity, so it should be reported and trended, but should not have a goal. (link rates of 60% - 80% are sufficient to identify improvement)
- link accuracy - the percent of articles linked that are actionable, specific, and relevant to the case. link accuracy is an outcome, so goals for link accuracy are appropriate (link accuracy >90% is needed to provide actionable information on reuse)
- modify rate - the modify rate reflects the percent of time an existing article is modified when appropriate. (modify rate = # articles modified/#articles reused where modification was appropriate)
- create rate - the percentage of the time new articles are created (create rate = # new articles/# opportunities to create a new article)
