Home > Retired: KCS Practices Guide v5.3 > Section 2 KCS Practices and Techniques > The Solve Loop > Practice 3: Reuse > Technique 2: Seek to Understand What We Collectively Know

Technique 2: Seek to Understand What We Collectively Know

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Searching during the problem-solving process helps ensure we do not spend time and effort resolving issues that have already been solved. It also helps us solve new issues by providing access to the broader experience of the organization's work on similar problems.

 

We may even discover someone else is actively working on the same or a related issue. At an organizational level, this technique is a major way 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.

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I don't like the last ststement about moving in to the analysis phase of problem solving. It makes it seem like there is an initial search phase, then you stop searching if you don't find useful articles, then you move on to an analysis phase. In reality the process is a mixture of search and analyze from beginning to end. Search, analyze, search some more, analyze some more, search some more, etc., until a resolution or answer is found or created,
Posted 11:08, 18 Feb 2016
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12:37, 15 Oct 2013

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