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Ask any responder what they do when they realize they are working on something new or unfamiliar and they will tell you they reach out to their peers: they collaborate.All too often they do it i the traditional processes and escalation rules.We tap into our problem solving experience and use whatever tools are relevant. As we build a richer understanding of the issue, we check the knowledge base frequently.
It helps students identify the logic approach behind the problem and identify where their logic fails by providing them with the steps to working out the solution to the problem.
Preparation: Create a problem that is complex enough to require the students to use sophisticated problem solving skills. Identify the problem and the logical steps required to devise a solution.
The structure of the KCS article also helps reinforce an effective approach to problem solving.
Consider a crime scene: the first thing the police do when a crime is reported is to preserve and record the situation.
However, if systems are not integrated and we have to use multiple systems and screens to handle issues, this section is relevant.
Structured Problem Solving Process
In environments where we need to use multiple applications to get the job done; for example, a case or incident management system that keeps track of the events, and a separate knowledge management system that houses the KCS article, it's helpful to design the KCS workflow to manage the conversation in order to minimize the need to jump back and forth between systems.The structured problem solving process involves application of the four practices in the Solve Loop.It helps the responders collect, organize, and analyze the information used in solving the issue.The first officers to arrive on the scene are trained to secure the area; they mark the location of the evidence and bodies and take pictures.When the detective shows up to solve the crime, they first seek to understand the situation, then begin to ask clarifying questions, and then eventually go off to do research.If a an article is found that provides the resolution, then we are mostly done (we still need to link and modify the existing article).If not, then we refine the search by collecting additional information from the requestor.Note that there are different skills used in different steps in the problem solving process, and, as a result, different responders or collaborators may be involved in each step.Having explicit techniques in the workflow not only improves the problem solving process, but also creates a KCS article as a by-product of the problem solving process.The structured problem solving process puts some context around the practices of the Solve Loop.The Solve Loop is not intended to be a linear or sequential model.