Centralized Knowledge Management Dashboard for Incident Resolution
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Solution Overview
Problem
Current knowledge management systems in businesses are decentralized, leading to inefficiencies in storing, accessing, and sharing knowledge across departments, resulting in time-consuming and costly processes for resolving production incidents and auditing, with no centralized system for tracking and scoring knowledge generation.
Innovation Solution
A centralized knowledge management system with a performance dashboard monitoring system that tracks and resolves incidents across channels and sub-channels, utilizing a user interface, processor, and memory device to store and display information on incident status, performance scores, and graphical charts, enabling efficient knowledge sharing and management.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If a decentralized knowledge management system is used, then each department can store and access its own knowledge independently, but the system becomes inefficient for cross-departmental knowledge sharing and incident resolution
Solution Approach 1:
The patent merges decentralized departmental knowledge bases into a centralized knowledge management system that consolidates all organizational knowledge in one accessible location. This allows associates to search and access knowledge from any department through a unified interface, eliminating the need to contact multiple departments separately and significantly improving cross-departmental knowledge sharing efficiency.
Solution Approach 2:
The centralized knowledge management system provides universal access to all associates across different departments and roles. The system serves multiple functions including storing knowledge, searching for solutions, tracking incidents, and facilitating collaboration, making it a multi-functional platform that benefits the entire organization rather than individual departments.
2Reliability
If incidents are escalated to higher support levels with manual processes, then complex issues can be resolved, but the process becomes time-consuming and costly
Solution Approach 1:
The system performs preliminary actions by automatically searching the centralized knowledge base for relevant solutions before escalating incidents. Associates can search for and implement known fixes independently using the comprehensive knowledge repository, resolving many incidents without requiring escalation to higher support levels, thus reducing resolution time while maintaining reliability.
Solution Approach 2:
The system implements feedback mechanisms where incident resolution data, troubleshooting steps, and solutions are automatically captured and added back to the centralized knowledge base. This continuous feedback loop ensures that resolved incidents become available knowledge articles, preventing future escalations of similar issues and progressively improving resolution efficiency over time.
3Measurement precision
If manual data collection and organization is performed for audit reviews, then comprehensive audit data can be gathered, but the process becomes expensive and time-consuming
Solution Approach 1:
The system enables self-service audit capabilities by automatically collecting, organizing, and presenting relevant data from the centralized knowledge base and incident tracking systems. Auditors can access pre-organized performance metrics, incident statistics, and knowledge management data without requiring manual data gathering from multiple departments, significantly reducing audit preparation time and costs while maintaining data comprehensiveness.
Data Source
AI summary
Embodiments of the present invention provide a method, system, computer program product, or a combination of the foregoing for creating a knowledge management system including a performance dashboard monitoring system that is standardized and centralized across the channels and sub-channels in an organization. The performance dashboard monitoring system is used to track, measure, and resolve incidents that occur throughout the channels, sub-channels, systems, and applications of an organization. The system receives information related to two or more incidents, where each incident is associated with one or more of a business channel, sub-channel, or application. The system stores the information on a memory device. The system tracks the status of at least one incident between the occurrence and the resolution of the incident. The system displays on a user interface the information related to the incident on a channel, sub-channel, application, or individual incident level.