The Double Loop Processes Of KCS
To optimize the health of the knowledge base and the capability of the organisation the KCS methodology uses double-loop processes that reinforce each other. These Solve and Evolve loop processes are the operational activities that make up the system.
KCS Health relies on event based (Solve loop) and organisation level (Evolve Loop) processes.
The Solve Loop
The Solve loop represents the individual workflow that is driven by customer requests for assistance (eg: incidents). The practices within the Solve loop are transactional they are what we do to resolve customers issues.
The Evolve Loop
The Evolve loop is the continuous improvement process that integrates the individual level responsibilities performed in the Solve loop with the organisational level processes this includes the responsibility to support and continuously improve the overall KCS system.
The Evolve loop looks systematically at a collection of articles across many Solve loop events. The organisational level processes of the Evolve loop enable the individual level responsibilities and activities performed in the Solve loop to be effective.
The organisational level processes of the evolve loop enable the individual level responsibilities and activities performed in the solve loop to be effective.
As shown in KCS Version 5.3 Knowledge-Centered Support Practices Guide (2012) S2[4.1-3]KCS v5.3 was written and edited by KCS v5.3 was written and edited by Melissa George, David Kay, Greg Oxton, Rick Joslin, Jennifer MacIntosh, and Kelly Murray.
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