Reduced troubleshooting time, fewer visits to fix the same problem and better transfer of skills – promises of guided troubleshooting that we have seen fulfilled over and over again. However, to make sure everybody troubleshoots like your best experts, we need to capture all that tribal and tacit expert knowledge residing with your best experts.
Our approach is to get the experts to formalize their knowledge into a sound model of knowledge that we call Dynamic Guides. The guides build on causes, actions, probabilities, time and cost and the most efficient troubleshooting path is calculated automatically.
We know that getting time from the best people in the workforce is difficult as those guys are in high demand as they are the ones that are always dispatched when important assets break down and the customer is pushing hard to get their asset back into operation.
Getting them into a workshop to kick-off a knowledge base for a few days is one thing, but getting a sustained level of dedicated time from the experts to build and maintain the knowledge base is very difficult – despite the amazing results that can be achieved.
We know that the biggest challenge is getting that precious time from the masters out there and that is why we have built a new simple interface to ease that process tremendously.
With the new Guide Capture mode, it’s easier than ever to capture the minds of the best in very little time. The experts can contribute new and updated content just as easily as drafting content in spreadsheets. The Guide Capture mode allows the expert to enter causes and corresponding solutions one line at a time with little to no training.
Once the expert is done contributing to the basic list of causes and solutions, the editorial team and tech writers can take over and get the new Guides ready for production after reviewing the contributions.