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For more than two decades, I have worked with service organizations, learning from and helping them move from reactive troubleshooting to structured, guided troubleshooting using causal reasoning. Today, as AI systems enter the field, the same lesson applies at a new scale, as reasoning matters more than prediction, which is how generative AI works. AcrossRead more

According to Webster’s Dictionary, knowledge is “the fact or condition of knowing something with familiarity gained through experience or association.” In the context of business enterprises, we see that knowledge tends to be interpreted as possession of experience (tacit knowledge) as well as possession of factual information (explicit knowledge) – or where to get it.Read more

In our last post, we discussed handling complex issues in advanced machines by breaking down the troubleshooting process into component-level troubleshooting and then building more sophisticated hierarchies for handling high-level symptoms. This post will take this concept further and see how we can optimize the machine troubleshooting flow using IoT machine data to improve precision,Read more

In the world of knowledge management for technical troubleshooting of advanced products, the Acquisition phase is where it all begins. From tapping into internal expertise to harnessing external sources, both explicit and tacit, this phase identifies what knowledge is needed to tackle challenges and drive progress. This first phase of the Dezide Knowledge Value ChainRead more

Welcome to the Dezide “All about knowledge management” blog. In this space we will be sharing our experiences with capturing, formalizing, structuring and distributing knowledge in organizations.Read more

How do we actually capture all that knowledge embedded within the organization?Read more

When I visit customers all around the world in various industries that manufacture very complex machinery, we always end up spending a lot of time on one thing in particular – getting our heads around how to troubleshoot high-level symptoms that the field service engineers face all the time out there.Read more

Making the right knowledge available for the right people at the right time is essentialRead more

The benefits of a high-quality, continuously updated technical knowledge base are numerous and proven; information enablement, reduced troubleshooting time, errors fixed on the first visit, and instant transfer of skills to new generations of field service engineers, to name a few. However, one question in particular always comes up quickly in any knowledge base softwareRead more

In a previous blog post, we delved into the intriguing question of “How much time should you invest in an expert troubleshooting knowledge base?” It provided valuable insights into the time-consuming nature of building and maintaining a knowledge base and pinpointed where the hours and effort are invested. This understanding underscores the importance of theRead more

This is the first post in a three-part series of blog posts that tells the story of how one of Dezide’s biggest customers took a journey from unstructured content, hidden knowledge, and traditional documentation to a modern, streamlined service organization.  This customer works in the field of Industrial Engineering, manufacturing machines that are distributed worldwide. Read more

We help solve problems with long troubleshooting times and too many visits to the same machine to fix the same issue. We help our customers solve the challenges around transferring extremely valuable subject matter expert knowledge from one generation of technicians to the next – and that’s what our customers have been coming to usRead more

In our last post, we explored on a high level that digitalization and knowledge management are the key ingredients for turning service departments into modern business units. In this post, we dig a little bit deeper to understand how we can approach this.Read more

This is the first post in a two-post mini-series about transforming your service department from a reality of unstructured and scattered information to a streamlined organized service experience through digitalization.Read more

A static approach to serving relevant knowledge at the right timeRead more

Troubleshooting systems combine human knowledge and the computational power of computers, a fusion enabled by an underlying mathematical knowledge model capable of reasoning far better than humans.Read more

Last time, we discussed knowledge as it relates to the possession of experience (tacit knowledge) as well as the possession of factual information (explicit knowledge) – and the important distinction between data, information, and knowledge.Read more

Customers calling the help desk multiple times for the same issue, field service technicians visiting the same piece of equipment many times, often in remote areas, to fix the same breakdown – it’s all a part of daily life in service organizations that are not optimized for increasing quality and customer satisfaction.Read more