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.
Here's an example of how the CaseBank solutions can save time and money. An airliner was ready to take off when a problem was discovered: there was no airflow in the cabin. Although it was obvious that something was wrong, the aircraft's built-in test systems showed everything to be working correctly. The flight had to be canceled while repair technicians investigated the problem. Three hours later, a technician found the source of the fault - a loose pipe fitting in the tail of the aircraft. Once the fault was located, it was repaired in a matter of minutes and the aircraft was released for service.
In the next few months, at that same airline, the same problem occurred three more times on different aircraft at different locations. In each case it was necessary to cancel the flight. None of the technicians assigned to find the problem knew that it had occurred before. If CaseBank solutions had been available, the guided diagnostic troubleshooting would have alerted them to the findings of the technician who solved the original problem, and the last three cancellations could have been avoided, with a significant saving in cost and customer satisfaction for the airline.
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