Why Harness Experienced Based Knowledge?
Problem solving speed and effectiveness can be radically improved when experience-based knowledge is harnessed. Here's why:
In many problem-solving situations, past experience is an untapped source
- Usually similar problems have been seen and solved before, but most organizations don’t capture and benefit from this past experience.
- Even when prior experiences have been documented, the information is seldom organized efficiently for problem solving.
- So prior experience is rarely accessible to the person who needs it when a similar problem occurs.
- The result - costly repeat attempts to fix similar problems when the knowledge to fix them exists, but is not readily available.
Capturing and organizing the tacit knowledge of your most experienced technicians in a useable, accessible form ensures that the information needed to correct a problem is readily available to all technicians, where and when it is needed. By harnessing this wealth of expertise, you can literally keep experience working around the clock.
benefits reach well beyond better problem solving
- Fast and accurate solutions have a positive ripple-effect in organizations.
- Better first-time-fix rates save time and money, improve operational efficiencies and safety, and increase customer satisfaction.
- Capturing expertise in a useable format means preserving valuable intellectual capital before it walks out the door.
To learn and benefit from past experience, you need
- A solution that captures existing experience, organizes it, and makes it accessible whenever and whereever it is needed.
- A solution that actively guides the user to the most relevant experience, quickly and easily.
- A solution that transparently captures and organizes new experience as encountered for increasing value.
What if you could harness the quintessential expert to support your technicians?
- To give them the benefit of all that experience,
- To ask them the most relevant questions, and
- To guide them to the right answer - the first time.
SpotLight guided diagnostic field service software does just that. For more information about SpotLight and other services offered by CaseBank, contact us today.
Failure to resolve unexpected faults (elusive faults) on the first attempt can result in rapidly escalating costs and operational disruptions due to flight cancellations, gate delays, unsubstantiated part removals, complete out-of-service periods, and unplanned overtime and shift bonuses.
Elusive faults are the most difficult type of fault that technicians can face because they are not always correctly addressed by existing diagnostics aids, such as built-in tests or fault-isolation manuals. These problems are often characterized by intermittent symptoms, possibly caused by unpredictable conditions such as aging, environmental factors, or manufacturing error.
Elusive faults consume a disproportionate share of the unplanned maintenance-related expenses due to the difficulty of determining their root cause. Troubleshooters often have no convenient or timely way of knowing that another mechanic has encountered a similar problem and has solved it already. Until now, they've been on their own and often in the dark about how to find a solution quickly.
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