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.
A maintenance technician, newly endorsed on an aircraft, is assigned for the first time to this type of aircraft. Although he is experienced on other aircraft, he still feels a certain uneasiness. Aircraft are very complex. There is no possible way for the new technician to become an instant expert. His classroom training gave him a basic understanding of how the aircraft systems work normally and how they are repaired, but he knows that these complex systems don't always fail in predictable ways. In many cases the manuals do not help – he must rely on the help of more experienced technicians who have seen such failures before. The only problem is that the technicians with that experience never seem to be around when needed.
When he arrives at the aircraft and checks the logbook, the technician finds that a critical system is failing intermittently. The pilots are complaining about unreliable operation. Following the troubleshooting manual does not isolate the fault. He tries swapping computers, but to no avail. Is it a software bug? An intermittent hardware component? A chafed wire somewhere in the miles of wiring that run through the aircraft? He suspects another technician may know the solution to this problem, but he has no idea where to find that person. He involves more and more people in the troubleshooting, and changes more and more parts. Soon, the Station Operations Center is screaming to get the aircraft back into operation. Finally, the solution is found. It turns out that there is a connector on the aft pressure bulkhead that has corroded, causing intermittent behavior in the system. Now the new technician knows something that very few other technicians know.
With CaseBank's guided diagnostic support, had this problem been seen before, the technician would have been quickly guided to it. If not, then this solution has already been captured by the software, and after expert validation, would be made available to the next technician who is presented with the problem.
Click for more examples...