Knowledge Sharing Has Changed for The Better

The way we share knowledge has changed dramatically. Where once we followed traditional ways of acquiring knowledge (in classrooms through books and lectures), today more and more knowledge is shared via visualization brought to us via video on channels like YouTube.

When we talk about knowledge management, it’s usually about acquiring and accumulating knowledge, storing it in specific formats, and distributing it through various channels. The old-fashioned way was to write down information in a document (words as well as illustrations, diagrams and photographs), save it into book or pamphlet format, and distribute it through libraries, school classrooms and workplaces.

But the world has changed, and it continues to evolve. Within field services, in particular, changes associated with an aging workforce have presented challenges: On the one hand, it’s important to share knowledge in predictable ways; on the other, it’s important that workers learn new ways of sharing knowledge.

And not only do your field service technicians need to acquire and share knowledge (with each other and with the back office), but the ways you share knowledge with your customers are also changing. Your customer has become more prepared and “expert” as a result of having access to knowledge via modern channels, where knowledge is typically shared for free. Today more than ever before, you need to prove to your customer that you’re doing the right thing on their behalf.

Knowledge Sharing Fuels Efficiency

It’s critical that we make it easy for field service technicians to collect, save and distribute knowledge. It’s especially important that they collect and use data during a service call. They need to know about the work to be done, they need information about the customer, and they need the history of the asset.

Most of our field technicians today have a Field Service App on their mobile devices which contains all data related to the order as well as to the customer and the asset. So, within this App, your technician knows not only what needs to be done to complete the order, but also knows what has already been done for the customer on that particular asset.

But what if he needs a manual related to an old asset? Is that relevant information available within a document library that he has to search through to find the document, or is that document connected to the asset and pops up only when the technician works on a similar asset?

And what if there’s no digital manual available, but the physical manual is available at the asset itself? Is the technician capable of digitizing this information, connecting it to that asset, and making it available for every other technician that needs to work at a similar asset in the future?

Watching How Work is Done is Better Than Reading About It

What if he could digitize it in a visual way, by using a wearable device to record his activities, so he can share that information with his colleagues? It probably can be done while he’s doing the job, instead of scanning a document afterwards. Studies show that learning by watching something being done is much faster and easier than reading a manual about how to do it. So, in addition to collecting the data in less time (recording while doing), it’s also easier for a future technician to view and understand the recorded processes instead of reading a manual.

And the same recorded video could be shared with your customer, so he exactly sees what the problem was and how your expert solved the problem. Customers appreciate receiving the digitized signed service order report that includes a video of all the things that were done during the job.

Get the Brain of an Expert on an As-Needed Basis

But what if you’re a technician who needs knowledge about a certain situation and there’s no information available? What if it’s only available in the brains of an expert who’s working somewhere else? No problem! With today’s technology, the one who needs to know calls the expert and asks him to support him remotely via audio/video/augmented reality streams. This way, he learns on the job, gets a first-time fix, records the job, and saves it to the asset so he can share it for future needs.

Are you ready to collect and share knowledge on a daily basis and make it a routine part of your work?

Do you want to experience the power of a continuously improving team of field service technicians where sharing knowledge comes naturally?Call Gomocha to request a demonstration now at Gomocha – Changing Field Services.