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Consortium for Service Innovation

Practice 1: Reuse

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Reuse knowledge to avoid rework and identify pervasive issues for corrective action.

Search Early, Search Often

Continuously discover what information exists and what current answers are available.

Seek to Understand What We Collectively Know

Fulfill new requests by leveraging existing experience and knowledge.

Track Reuse 

Collect information about knowledge reuse to gain insight into the value being delivered.

Advancing tools and automation are having a huge impact on how these techniques are implemented.  What's important to define is a process for discovering what's known, and a process for indicating what's been used.

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