coaching made easy

CoachingCoaching MadeMadeEasyEasy

Created by Suzanne Hebert Coaching made easy.ppt

Solution EvolutionSolution Evolution

FRAMED DRAFT

INTERNAL

PUBLISHED

REVIEWED

OBSOLETE

REWORK SUSPECT

engineer/usercommunity

notifies coach theneed for the

solution to bereviewed forcontext onlyDOES THISMEET THELUCENT

STANDARD

does not meetLucent Standardindividual needs

coachingCOACH NEEDSTO MEET WITH

INDIVIDUAL

technical reviewteam has

concerns abouttechnical validity

REFER TO CASEAND CASE

OWNER

NEEDSWORK

solution is nolonger valid

containsproprietaryinformationNOT FORPUBLIC

VIEWING

ready forcustomer

use

NEEDSWORK

notifies solution isready for technical

reviewIS SOLUTIONTECHNICALLY

VALID

Solution State dictates the process with which are solutions evolve.


Solution Status:Solution Status:Solution Status is used to identify the level of completeness of a solution. A solution is Solution Status is used to identify the level of completeness of a solution. A solution is proven technically valid through a PTR (Primus Technical Review).proven technically valid through a PTR (Primus Technical Review).

FramedFramed - indicates that the content of the solution is being worked - indicates that the content of the solution is being worked toward one of its final types, i.e., Reference, How to, Resolved, toward one of its final types, i.e., Reference, How to, Resolved, Workaround, or Defect. A framed solution should never have Workaround, or Defect. A framed solution should never have types other than Unknown, Analysis, or Research. types other than Unknown, Analysis, or Research. Draft Draft - indicates the author considers the solution complete and - indicates the author considers the solution complete and ready for content standard and technical review. A draft solution ready for content standard and technical review. A draft solution should only have an assigned type of Reference, How to, should only have an assigned type of Reference, How to, Resolved, Workaround, or Defect. Resolved, Workaround, or Defect. ReviewedReviewed - indicates the solution has been reviewed and is - indicates the solution has been reviewed and is considered to satisfy the organization's content standard. considered to satisfy the organization's content standard. Rework Rework - indicates that the solution should be revisited by its - indicates that the solution should be revisited by its author and changes made so it adheres to the content standard. A author and changes made so it adheres to the content standard. A solution in this state should have comments attached with solution in this state should have comments attached with feedback from the person who placed it in a Rework status.feedback from the person who placed it in a Rework status.


InternalInternal - indicates the solution is considered to meet the content - indicates the solution is considered to meet the content standard and is technically valid yet is only appropriate for internal standard and is technically valid yet is only appropriate for internal use.use. Published Published - indicates the solution is considered to meet the content - indicates the solution is considered to meet the content standard and is technically valid and is appropriate for external use. standard and is technically valid and is appropriate for external use.

Suspect Suspect - indicates there is a question about the technical validity of - indicates there is a question about the technical validity of its content and needed to be corrected. A solution in this state should its content and needed to be corrected. A solution in this state should have comments attached with feedback from the person who placed it have comments attached with feedback from the person who placed it in a Suspect status. in a Suspect status.

ObsoleteObsolete - indicates that the solution is considered to be no longer - indicates that the solution is considered to be no longer useful to support. A solution in this state should have comments useful to support. A solution in this state should have comments attached with feedback from the person who placed it in an Obsolete attached with feedback from the person who placed it in an Obsolete status.status.


Expectations of a CoachExpectations of a Coach Review Draft Solutions - It is recommended that this be done

on an engineer-by-engineer basis to see if there are recurring issues that would form a basis for coaching sessions. Solutions that meet the structure guidelines for the organization should be given a “reviewed” status and those that need additional attention should be given a “rework” status.

Promote database quality by reviewing solutions and providing developmental feedback to users for which they are responsible.

Develop content development and integrated problem solving skills of the users for whom they are responsible. What this means is keeping the development of a solution as close to the interaction with the customer or restructuring of the issue in the lab as close as possible so as not to lose the integrity of the solution.

Utilize the content standard and Cheat Sheet for points of reference.


EXPECTATIONS CONTEXPECTATIONS CONT’’DD

Check for Rework Solutions -Check to see if engineers are keeping up with their rework.

Check for Suspect Solutions - Check the comments attached to solutions given a “suspect” status and determine if it is appropriate to add additional information or to meet with the engineer that owns the solution after it is placed back in rework for their attention.

AND MOST IMPORTANTLY: A local representative must represent your A local representative must represent your group.group.

Participate in BI Weekly Coaches Forum - ->If you are unable to attend, then someone from your group can be sent in place of you. He or she does not have to be a coach.

Participate in the weekly coaches meeting conducted by the site lead coach to share learning across the organization. The lead coach is participating in weekly meetings with lead coaches from other sites and will pass along information from these meetings.

The manager, coaches, and lead coach attend the bi-weekly metrics meetings. The intent is to review the metrics and see what questions the numbers cause the group to ask and what individual and group behaviors they should pay attention to over the following weeks.


Helpful hints:Helpful hints:In Solution Builder you canIn Solution Builder you can ““query solutionsquery solutions””


Review your Groups Solutions by Utilizing the Review your Groups Solutions by Utilizing the Query Tool: Draft State for Format Review Query Tool: Draft State for Format Review ONLY for Core Solutions.ONLY for Core Solutions.

1. Query Solutions 2. Filters Tab>choose status and Owner group

3.Query Solutions

See next slidefor OUTPUT!


Output from Query OptionsOutput from Query Options

Double Click on Solutions within the list and review for format.See Quick Reference Guide: See Quick Reference Guide: http://club-kms.web.lucent.com/deployment/CSASQRguide.dochttp://club-kms.web.lucent.com/deployment/CSASQRguide.doc


What are coaches looking for?What are coaches looking for?-Any User Part DetailRemove-Role Order, present tense, no use of pronouns-Be certain statement fits role (ie- fact – 1/line= to products only, symptoms are the problems observed)-Include product in user defined title.


One can find many simple and helpful queriesOne can find many simple and helpful queriesfor GROUPS or INDIVIDUALS.for GROUPS or INDIVIDUALS.1.Check 1.Check ““Include solution Prop…Include solution Prop…2.Partition should be based on product2.Partition should be based on product


Click on Owner and choose either an individual Click on Owner and choose either an individual or a groups to choose from.or a groups to choose from.


ALWAYS check these when creating and ALWAYS check these when creating and reviewing a solutionreviewing a solution : :

Statement Order: Goal (or, if no Goal is appropriate, most relevant Symptom), Fact,

Symptom, Change, Cause, Fix GOAL: (How to and Reference Solutions)Only add one if it

describes what the customer is trying to do ***or*** SYMPTOM First: For solutions other than HOW TO’s and REFERENCE

solutions - Most relevant symptom Title: Defaulted to first non-fact, change if it is not descriptive enough,

make this easy to understand Problem Description: Make sure ALL symptoms pertain to the solution – if some apply but

others don’t , it may be 2 solutions Changes: Make sure change happened BEFORE the problem occurred


Coaches Format Review continued:

Cause: Should be only 1 cause statement, fix must apply to the causeProprietary Information: Generalize, do not make to a specific customer, unless marked internalStatement Matching: Always do statement reuseAttributes Settings: Partition, Type, StatusSolution Integrity:Do a search – is this a unique solution or is it a duplicate?

(AND…don’t forget…)


Does the Statement comply with the following? : Complete Thought Present Tense Active Voice Case Statement Reuse Related Terms Hyperlinks Spelling Westford Formats: For software, use, B-STDX 9000 Rev. xx.xx.xx.xx For error, use, Error: “……………” FIX: ***** Warning: Do not use this solution without consulting a

qualified Lucent Network Support Engineer FIX: **** Obsolete **** - if obsolete


(AND…finally…) Make sure your solution in Find-able and Usable….Add comments if you move a solution to rework or suspectBe kind – Use constructive criticism

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solution status

framed solution

solution builder

solution isproven

solution evolutioncontains

suspect solutions

query solutions status

solution complete andready