The second technique of the Reuse Practice is “Seek To Understand What We Collectively Know”.
Searching during the problem-solving process helps ensure we do not spend time and effort resolving issues that have already been solved. We must seek to understand what we collective know before seeking to solve the customer’s issue.
It also helps us understand and solve new issues by providing access to the broader experience of the organisation and leveraging the information captured by others within your organisation who may previously worked on similar problems.
We may even discover someone else is currently actively working on the same or a related issue. At an organisational level, this technique is a major way that the organization benefits from its investment in a knowledge base and leverages the collective experience.
Initial searches should end when;
- The search has been refined,
- The problem statement is complete, and
- We have collected a few characteristics about the environment that are believed to be relevant.
If at this point the search response is not providing anything that appears relevant, we should move into the analysis phase of problem solving.
As shown in KCS Version 5.3 Knowledge-Centered Support Practices Guide (2012) S2 [16.1-3]. 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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