Home > Retired: KCS Practices Guide v5.3 > Section 2 KCS Practices and Techniques > The Solve Loop > Closing Thoughts on the Solve Loop

Closing Thoughts on the Solve Loop

Collective Ownership in the Solve Loop

One of the deep principles of KCS is the concept of collective ownership.  This is a hard one for people to get their heads around.  The principle is not unique to KCS.  For example, Switzerland is recognized as one of the cleanest countries in the world; it is pristine. How do they do that? Turns out it is a result of collective ownership. In Switzerland if you see trash you pick it up. It's that simple. The Swiss do not have a bigger budget for clean up crews or more street cleaners than other countries. What they have is a value they have all bought into about a litter-free environment. 

 

This is the same principle we see in the KCS practices.  The collective ownership concept is an Evolve Loop thing; at the systemic level we all own the knowledge base.  It is our collective experience. At the Solve Loop, or event level, it means I am responsible for the quality of the articles I interact with. The following Solve Loop techniques all represent the collective ownership value at the behavior level:

  • Create an article if one doesn't exist, modify it if it does

  • Link

  • Update article states as appropriate

  • Flag it or fix it

  • Reuse is review

Judgment is Required

A common myth about a knowledge management practice is the idea that a good knowledge base will allow the organization to deliver support using lower skilled, lower cost resources.  In KCS this is not the case.  We can see from the Solve Loop practices of capture, structure, reuse, and improve that we need people who consistently exercise good judgment. If, in the process of solving a customer issue, we find a KCS article we feel resolves the customer issue, we should review the KCS article to ensure that it is relevant and technically accurate. We must exercise judgment, and we are responsible for the advice we give customers. If we are uncertain about a situation, we need to get a second opinion, just as we would before KCS. The knowledge base does not reduce the need for good judgment.  In fact, the need for good judgment increases.

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Last modified
12:57, 15 Oct 2013

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