Coaching made easy

Solution Evolution contains
notifies coach the
notifies solution is proprietary
need for the
solution to be ready for technical information
engineer/user reviewed for review NOT FOR
community context only IS SOLUTION
TECHNICALLY
PUBLIC
DOES THIS VIEWING
MEET THE VALID
LUCENT
STANDARD NEEDS
NEEDS WORK
WORK INTERNAL

FRAMED DRAFT REVIEWED

PUBLISHED

REWORK SUSPECT
ready for
technical review customer
does not meet team has use
Lucent Standard concerns about
individual needs technical validity
coaching REFER TO CASE
COACH NEEDS OBSOLETE
AND CASE
TO MEET WITH OWNER
INDIVIDUAL

solution is no
longer valid

Solution State dictates the process with which are solutions evolve.

Created by Suzanne Hebert
Coaching made easy.ppt

Solution Status:
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).

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


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

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

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

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


Expectations 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 CONT’D
 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 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:
In Solution Builder you can “query solutions”


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

1. Query Solutions 2. Filters Tab>choose 3.Query Solutions
status and Owner group

See next slide
for OUTPUT!

Output from Query Options

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


What are coaches looking for?
-Any User Part Detail
Remove
-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 queries
for GROUPS or INDIVIDUALS.
1.Check “Include solution Prop…
2.Partition should be based on product


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


ALWAYS check these when creating and
reviewing 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 cause
Proprietary Information:
•          Generalize, do not make to a specific customer, unless marked
internal
Statement Matching:
•          Always do statement reuse
Attributes Settings:
•          Partition, Type, Status
Solution 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
suspect
Be kind – Use constructive criticism 


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