An approach and technique for Knowledge Exchange, that provides guidance for completing Knowledge Exchange as per defined Knowledge Exchange Acceptance Criteria and required timeline, must be defined. This approach also facilitates and guides conversations with service lines, Client and other suppliers.
Approach typically includes information such as:
While designing the Knowledge Exchange Approach, Knowledge Exchange Lead must consider:
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Involving SMEs and Knowledge Exchange team members in creating content to be used in delivery of Knowledge Exchange
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Exchanging explicit and implicit technical and support knowledge through focused document review, training, walk-through and work shadowing
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Planning training courses– attending classroom based tutorial course
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Self study– a program of self study material
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Documenting updates– compiling and updating documentation
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Work shadowing– e.g physical presence on the job, remote presence on the job, case log analysis, case log resolution, etc.
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Lead support– conduct investigations alongside the existing support team member and instruct them in the changes to be made and actions to be taken
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Presentation– classroom based talk with accompanying slides, diagrams, pictures, samples and notes. This would allow time for questions and discussion
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Supervised work– pieces of work selected and the solutions executed by the Knowledge Exchange Recipients in a safe and supervised test environment. The work would be reviewed and discussed as it progresses. Good areas would be fault fixing, minor enhancements and test plan results review
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Client site visit to build relationships, get introduced to their business and systems and define Client’s expectations
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Solution creation- incidents that recur may require documented solution to aid a quick resolution. These solutions can then be referred to by technical staff, but often by lesser technically skilled staff (such as the service desk or the incident raiser themselves)
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Focus on problem areas/hot spots in the code based on CAST analysis.
Knowledge Exchange Lead must identify ways to accelerate the Knowledge Exchange.
Some examples include:
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Service grouping- Categorize each service in terms of their business criticality and volume of tickets received. Target services that receive high-volume/low-criticality tickets for Knowledge Exchange first so that larger chunk of work moves to delivery teams faster
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Service function- Irrespective of technology, identify business functions in the portfolio and prioritize Knowledge Exchange activities based on criticality of the business functions. Target Knowledge Exchange for less critical business functions and allow the delivery team to take over these services as early as possible
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Role- Identify support roles & activities in the services portfolio and prioritize Knowledge Exchange based on support roles. Consider roles that are less critical and handle larger volume of support requests for Knowledge Exchange first so that higher volume of work gets transitioned faster
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Ticket type- Prioritize Knowledge Exchange based on volume and criticality of tickets and plan to exchange the high volume and low-criticality tickets related knowledge first
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Application type- Knowledge Exchange can be prioritized based on the code analysis of applications using CAST And Volatility Analyzer tool
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"Lean KT "- Prototypes have been developed for some specific Knowledge Exchange activities called “Lean” KT based on six sigma “Lean” practices.
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