Expert knowledge capture

Q: How is this different from Knowledge and training?

Knowledge and training makes the documents you already have answerable. This is for what was never in a document: the fix that lives in one person’s head. Both use the same library, so the answers sit side by side. See Knowledge and training.

Q: Do our experts have to write a manual?

No. They walk through the job on camera or fill in the steps on a form. The recording is transcribed, so it answers questions like any document.

Q: Can it make up an answer?

No. It answers only from what’s on record and cites the source. If nothing answers the question, it says so.

Q: Can we start with just this?

Yes. Start with the first Modules in the chain and add the rest when a problem calls for them.

Some of the people we've built with

How it works

How what one person knows becomes everyone's answer

Each Module does one job, in this order.

1 It connects

Maintenance log
Technician notes
SharePoint

2 What runs, and what it does

Form BuilderTurns their steps into a form the next person follows, with the procedure linked beside it.
Knowledge LibraryKeeps the walkthroughs, notes and marked-up pages with your manuals, in a collection for each site.
Retrieval EngineFinds the passage, or the minute in a recorded walkthrough, that answers the question.
Q&A EngineAnswers in plain words with the source cited, and says so when nothing on record answers it.

3 What you get

R. Okafor, 31 years on the job, retiring in March

In customer plants, downtime fell 86% and shorts went from 50 a month to 12.

Real plants, real numbers, first in manufacturing.

less downtimeacross seven production facilities 86%
customer shorts a monthwithin six months 50 to 12
longer planning horizonin a customer deployment 50%
facilities on one installationrun by one customer 19

Where these numbers come from

These numbers come from customer deployments, first in manufacturing. We don’t name customers without asking them first. If you want to talk to one, ask us and we’ll ask them.

What runs it

On record before March Walkthrough video, 14 min Reset steps as a form Marked-up manual, p.14 uploading
Questions answered from R.O.'s walkthroughs 23

Record the job, or have them fill in the steps

Nobody has to sit down and write a manual. Record them doing the job and talking it through, or have them fill in the steps on a form. They check it and say what’s missing.

A recorded walkthrough is transcribed, so an answer can cite the minute that shows the step
Their steps become a form, with the procedure linked beside the check
Their notes, marked-up manuals and spreadsheets go in with your other documents
A collection for each site, so local know-how stays with the site it belongs to
Answers come only from the collections a person's role can see