Home > Retired: KCS Practices Guide v5.3 > Section 2 KCS Practices and Techniques > The Evolve Loop > Practice 6: Process Integration

Practice 6: Process Integration

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The Process Integration Practice supports the Solve Loop which defines how to integrate the knowledge base into the workflow of the knowledge worker.  It also describes a tight integration of the incident management tool (CRM), the knowledge management tool and the collaboration tools. This proves to be a daunting challenge for support organizations. The goal is for the Solve Loop to be seamless. We strive for transparent integration of the incident management process with the problem solving and knowledge creation and maintenance processes.  What we describe in this section is the ideal. Only a handful of companies have achieved the level of integration that we describe here. None of them had the luxury of starting with the functionality and integration described below; it is a goal, not the starting point. You do not have to have all the functionality or the level of integration we describe to start your KCS journey.  Many have been successful with very crude integrations at the start of their journey. The key is to be constantly improving the functionality, integration and network performance so the knowledge workers can see progress toward the ideal state.


Tight integration makes it obvious and easy for knowledge workers to integrate use of the knowledge base into their workflow: to do the Solve Loop. The workflow is a real-time problem solving and knowledge capture process; the tools, navigation, and infrastructure used to support the process must be real-time as well. It must function at or near the speed of conversation.  The best knowledge worker interface we have seen is a user's user interface not an application user interface.  Unfortunately, most tool vendors design their user interface to promote all the rich functionality of their tool.  The user's user interface support the knowledge worker in getting their work done and it has 90% of the functionality the knowledge worker needs on a single page accessed through a single sign-in.  


Once the initial workflow is defined, it must continually be updated as feedback on its effectiveness is gathered.

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Last modified
09:06, 8 Apr 2016


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