Service and Delivery
Knowledge Element: Diagnose faults
Definition of Knowledge Element:
Know how to diagnose and rectify faults of company systems and associated PC equipment.
A very brief summary of the Knowledge:
The first step in fault diagnosis should always be to talk to the user of the system to find out what, when and how it went wrong. Do this in a non accusative way so the user is not defensive. It is also important to separate power supply faults from operational faults. Faults often occur at peripherals, transducers and connectors.
A summary of expert opinion:
The knowledge named 'Diagnose faults' is considered to be very important.
In addition, the knowledge is thought to be very difficult to replace, it is learned with a study experience balance, and Between 7% and 30% of Group are Experts.
It is also specialised knowledge, and quite frequently changing knowledge.
See Parameter table below for more detail.
Risk:
This knowledge element has a risk value of 7.47, 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 7.47, 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 5.182 (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:
| System diagnostics | Commissioning a System | |
| Diagnose faults | ||
|---|---|---|
| Diagnostics fault finding methods | How products work | How to use Comico supplied products |
Postrequisite knowledge implies that Diagnose faults 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 Diagnose faults is possible.
This node has a prerequisite family consiting of 10 nodes, including the direct prerequisite knowledge shown above.
Parameters assigned for Diagnose faults.
| Identifier | Name | Value | Clarifier | Weight | Study Mean |
P1 |
Importance |
8.0 |
very important |
1.0 |
6.34 |
P2 |
Recovery |
7.0 |
very difficult to replace |
1.0 |
3.38 |
P3 |
Study-Exp |
6.0 |
learned with a study experience balance |
1.0 |
3.46 |
P4 |
Known By |
2.0 |
Between 7% and 30% of Group are Experts |
-1.0 |
2.80 |
P6 |
Specialised |
8.0 |
specialised knowledge |
1.0 |
5.05 |
P7 |
Stability |
2.0 |
quite frequently changing knowledge |
-0.7 |
6.41 |
People Involved with Diagnose faults:
| Person | Expert | Capable | Responsible | N S Jones | --- |
Yes |
--- |
M A Smith | --- |
Yes |
--- |
E N Roberts | --- |
Yes |
--- |
S P Evans | Yes |
Yes |
--- |
A A Pendragon | Yes |
--- |
--- |
|---|
Computed Similarity
The most similar node to Diagnose faults is Site survey.
The most dissimilar node to Diagnose faults 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 Diagnose faults 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 :- Formal training provided internally using internal experts and resources
This briefly involves :- Training provided by internal experts may be worthwhile in certain areas of high knowledge risk. It can help protect and deploy critical company specialist knowledge and also help experts to review and develop this knowledge.
Option Class is :- Staff development
This option is :- Work group cooperation such as communities of practice to share and develop knowledge
This briefly involves :- It can be useful to introduce a community of people with a common knowledge interest to each other. In addition, if those people can be provided with resources to facilitate good and easy communication and shown how to use this and also introduced to ideas such as best practices etc, the community can work effectively for the 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.