KCS 1.3: An Introduction To The KCS Evolve Loop Process: Knowledge Centered Support
The evolve loop (otherwise known as the B loop) is made up of the system level or organizational level processes that occur across a collection of people, events or content. This systemic view enables the organization to identify quality improvement measures. It enables the creation or refinement of high-value KCS articles based on patterns or clusters of KCS articles stored in the knowledge base. It enables the continuous improvement of the solve loop practices as well as the continuous improvement in the system level processes that support solve loop.
It also helps with root cause analysis to identify high-impact improvements to products and documentation. By looking across a collection of content or events the evolve loop practices being:
- Content Health
- Process Integration
- Performance Assessment and,
- Leadership and Communication,
Help identify areas for improvement to make the individuals the teams and the process is more effective. As well as, and perhaps most importantly, it can provide opportunities for product and documentation improvements based on the collective customer experience.
In the following articles we will discuss techniques and tools for these systemic improvements.
Content Health
There’s a predominant theme that is woven through the fabric of the evolve loop and this theme is summed up in the statement “content is king”. The first practice of the evolve loop being ‘content health’ ask the question “what are we trying to create?”
Process Integration
The next practice covers Process Integration and ensure that there is a clear understanding on how to create good quality content.
Performance Assessment
The following practice is Performance Assessment which provides guidance on how to measure progress.
Leadership And Communication
Last but certainly not least, we will discuss the final practice which is the critical role of Leadership and Communication which outlines ways to influence people at all levels of the organization to buy in and change how they think about and do their jobs.
So that’s a little taste of the evolved loop practices. Nex we will delve a little deeper into the detail of the solve loop.
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As shown in KCS Version 5.3 Knowledge-Centered Support Practices Guide (2012) S2[5.1]. 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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The entire suite of KCS topics is available in one location for FREE via my KCS video book/training course. These are designed to guide interested people through the entire KCS concepts and practices, as well as provide evidence of understanding for those involved in a Knowledge Centered Support program of work or implementation. All you need to is register!
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