Given a set of problem solving steps, identify the correct order in which the steps should be completed (PG 87)
Literal (listen/capture/search)
Diagnosis (reason/verify/search)
Research (analyze/reference docs/search)
Identify the elements of the Process Adherence Review (PG 104)
- Article reuse: high impact business improvements in the Evolve Loop
- Link rate: % of closed cases with an article linked
- Link accuracy: % of articles linked that are actionable, specific and relevant to the case
- Modify rate: % of the time appropriate modification
- Create rate: % of the time appropriate creation
✔ Identify what is appropriate to capture for the incident and what is appropriate for the KCS article (PG 91)
Incident:
Contact name
Comp:any
Incident #
Phone #
Time zone
Language
Severity
Svc level
Special instructions/alerts
Incident history/notes
KCS article:
Problem/Question
Environment
Fix/solution
✔ Identify why “seek to understand before seeking to solve” is important in the problem solving process (PG 87)
If you move too quickly into the diagnosis phase of troubleshooting you are likely to jump to conclusions, stop listening to the requestor and miss the fact that there is already an article about the issue.
✔ Identify the value of the Process Adherence Review, or PAR (formerly Process Integration Indicators, or PII) (PG 104)
- How often/well we follow workflow
- Tool to promote learning and growth
- Identify coaching moments
- Identify: are solve loop activities a habit?
