Home > Retired: KCS Practices Guide v5.3 > Section 2 KCS Practices and Techniques > The Solve Loop > Practice 4: Improve

Practice 4: Improve

In the process of completing a KCS article (once the resolution is known), we apply our best judgment about what information to include in the article. Customers will often provide information that has no relevance to the situation, and we should be sure to remove information (particularly in the environment statements) that ends up being irrelevant, misleading, inaccurate, or inappropriate to the audience.  We want to capture relevant, accurate and consistent statements in the environment field, and diversity that represents the customer experience in the issue description. 

 

Once again: the problem or symptoms of the issue need to reflect the customer experience; technical accuracy is not required.  When we improve existing articles, we want to add to the problem statements - not rewrite, edit or delete the ones that are already part of the article. We have to assume that, no matter how incorrect or ridiculous they may appear to us, the statements are part of the article because that is how a customer perceived the issue.

 

Technique 1: Reuse is Review

 

Technique 2: Flag It or Fix It

 

Technique 3: License to Modify

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I wonder if removing irrelevant content is always the best approach. I think it can be useful to a customer to know that some things that they thought were relevant, aren't actually relevant. It helps reduce the number of variables they need to worry about in relation to the situation. For example - Box A does interwork with Box B, but for this problem Box B has no effect, so don't worry about having to upgrade or restart Box B when you apply the fix to Box A. (Customer's thought: That's good to know because I thought I would have to coordinate something with Box B, and that's managed by another group, and its difficult to coordinate with them - injects a lot of delay into process. Now I know I'll be able to move ahead per my own schedule)
Posted 12:05, 18 Feb 2016
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12:45, 15 Oct 2013

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