Service and Delivery
Knowledge Element: System diagnostics
Definition of Knowledge Element:
Know how to diagnose and repair company service equipment and systems that haven't worked from installation or have gone faulty in service.
A very brief summary of the Knowledge:
An installation fault is likely to be caused by a mistake in connecting equipment or in wiring. This is likely because equipment will have been checked before shipping. In service faults are likely to be the result of some intervention by a person on the customers premises or some other works that is or has just taken place there. It is always wise to begin by discussing possible causes with the customer so that at least a broad fault location may be identified. There may also be a fault history that is relevant.
A summary of expert opinion:
The knowledge named 'System diagnostics' is considered to be very important.
In addition, the knowledge is thought to be almost impossible to replace, it is mostly learned from experience, and Between 7% and 30% of Group are Experts.
It is also specialised knowledge, and quite stable knowledge.
See Parameter table below for more detail.
Risk:
This knowledge element has a risk value of 7.58, whilst the average risk for the whole knowledge structure is 4.862. Consult the RISK page for more details.
This knowledge is one of the higher risk items in the knowledge structure. Its risk value of 7.58, can be compared with the average risk for the highest ten percent of the knowledge, of 7.412 and the average risk for the whole map stated above.
The average risk of the prerequisite family of this knowledge node is 5.032 (adjusting for nodes with few members of the prerequisite family).
This figure for the average risk of the prerequisite family is in the top ten percent of high risk for this knowledge study.
The average normalised prerequisite family risk of the whole map 2.122, whilst the average for the top ten percent family risk is 5.152.
Knowledge linked by learning dependency:
| Customer Services | ||
| System diagnostics | ||
|---|---|---|
| Diagnose faults | Common Faults solutions | Customer database |
Postrequisite knowledge implies that System diagnostics must be understood before for a person can gain a full understanding of the knowledge listed in the top row of the Linked Knowledge table.
Prerequisite knowledge (bottom row in the Linked Knowledge table), is knowledge that should be understood before a full understanding of System diagnostics is possible.
This node has a prerequisite family consiting of 15 nodes, including the direct prerequisite knowledge shown above.
Parameters assigned for System diagnostics.
| Identifier | Name | Value | Clarifier | Weight | Study Mean |
P1 |
Importance |
8.0 |
very important |
1.0 |
6.34 |
P2 |
Recovery |
9.0 |
almost impossible to replace |
1.0 |
3.38 |
P3 |
Study-Exp |
7.0 |
mostly learned from experience |
1.0 |
3.46 |
P4 |
Known By |
3.0 |
Between 7% and 30% of Group are Experts |
-1.0 |
2.80 |
P6 |
Specialised |
8.0 |
specialised knowledge |
1.0 |
5.05 |
P7 |
Stability |
4.0 |
quite stable knowledge |
-0.7 |
6.41 |
People Involved with System diagnostics:
| Person | Expert | Capable | Responsible | N S Jones | --- |
Yes |
--- |
E N Roberts | --- |
Yes |
--- |
S P Evans | Yes |
Yes |
Yes |
|---|
Computed Similarity
The most similar node to System diagnostics is Site survey.
The most dissimilar node to System diagnostics is Organise Accommodation.
Computer generated Options for Action:
Options for Action are computer generated ideas for the development of a particular knowledge area that an analyst or manager may wish to consider. The options generated for System diagnostics are listed below.
Option Class is :- Increasing Knowledge Accessibility
This option is :- Making sources of expertise visible and experts contactable
This briefly involves :- A directory of staff along with their areas of expertise and their contact details would fulfil this need. However, a paper directory may not be easy to produce and distribute and all experts may not be contactable anytime. A more appropriate version of this idea could be implemented through an intranet.
Option Class is :- Staff development
This option is :- Work structure training such as an apprenticeship or work shadowing scheme
This briefly involves :- Although an apprenticeship or work shadow scheme can be seen as an inefficient staffing option, it remains the best way to pass on important and complex corporate knowledge. It can also be seen as a way to reduce the risk that such knowledge will be lost to an organisation.
Option Class is :- Developing Knowledge
This option is :- The creation of knowledge development groups with responsibility for specific knowledge areas
This briefly involves :- Putting experts in charge of knowledge development can be a useful way to ensure that core knowledge remains up to date and secure. This involves focusing on the knowledge rather than simply on the processes where the knowledge is used. There needs to be a scheme for recording development and a place for records to be placed. There also needs to be dissemination.