Is Tribal Knowledge Missing from Your Digital Transformation?

Putting all the focus on analyzing documented data means you’re missing out on the most important, yet overlooked, knowledge – the kind that’s closely held by long-tenured field service employees.

Digital transformation (DX) is on the minds of most service leaders for good reason. Worldwide, investment in digital transformation is expected to reach more than $6 trillion over the next four years, according to IDC. Much of that spend is earmarked for solutions that promise greater efficiency and deeper customer insights. But all is not going as planned for organizations that embark on sweeping data initiatives. Even as record amounts are spent on tech investments, a large number of projects fail to reach their stated goals.

Where are organizations going wrong? A big stumbling block is overlooking a service organization’s hidden resources—specific industry or product knowledge that can’t be found in the data. That’s because veteran field service technicians have spent their careers learning these undocumented shortcuts or best practices. Technology that analyzes information from databases alone will never work. Instead, think about how technology, especially artificial intelligence (AI), can combine data with best practices from subject matter experts. And then make that combined knowledge actionable across the entire organization.

Here’s how to unlock subject matter expertise.

Make tribal knowledge part of your service plan

Digital transformations that don’t focus on people are like Batman without Robin—lacking balance and likely to fail. That’s why transformation initiatives, especially in the service industry, need to prioritize the know-how earned by the experience of their experts. Tribal knowledge about customers, products, processes, and equipment—the good stuff that provides a competitive advantage—is rarely categorized. And if it’s not in a database, for all intents and purposes, that information doesn’t exist and can’t be analyzed.

Instead of simply using new tech tools to analyze old data, turn your organization around by unlocking data such as technician notes, information that lives outside of traditional databases, or uncategorized information about customers or machines that only your best experts seem to know. This is the key to making tribal knowledge freely accessible and actionable so that what used to be known by only a few can be turned into insights for the many. Who are the ones in an org who have all this information stored in their heads? Look to those who are always called on to solve tough problems and bring them in as part of the team that will help oversee the project and use AI tools to categorize and analyze all that unstructured data.

Go beyond connecting data to customer activity and start connecting with employees

Look at any digital transformation plan, and the stated objective is some variation of simplifying processes to become more agile and deliver better, more targeted customer experiences. And that narrow focus has caused many tech vendors and data analysts to overlook the internal resources as part of the transformation equation. But you can avoid that misstep.

It’s not enough to simply involve your industry experts in the planning process, but the technology has to actively enable ongoing input from these coveted data sources so the system can continue learning from their real-life experiences.

Why? Aside from collecting the hidden data we know resides in their heads and not on company hard drives, they also provide a much-needed perspective. Computers excel at quickly crunching numbers and finding hidden patterns in data, while subject matter experts are master problem solvers with an eye towards the big picture.

In addition, once the data is analyzed, make sure the results make sense for your business by using the real-life expertise of subject matter experts to fine-tune and validate findings. Automating insights from historical data is not enough on its own – those answers may provide solutions that are technically correct, but what’s the right match for your industry, customers, and the mix of employees on hand to execute on those recommendations?

Use technology to spread the subject matter expertise

Information, no matter how good it is, is useless unless it’s readily available to everyone. Once your data is analyzed, make it easily searchable and accessible to all employees to create more knowledge across the organization and help erase the skills gap between—a problem that’s been exacerbated as more Boomers retire, leaving Millennials and Gen Z to experience a daily trial by fire experience.

That’s where ServiceMax Remote Triage, powered by Aquant, comes in. Turn workforce knowledge and experiences into prescriptive intelligence. Give every team member the knowledge to help them perform like long-tenured service experts. Reduce truck rolls. Identify cost-effective solutions. Improve service outcomes and customer experiences.

 

ABOUT Sidney Lara

Sidney Lara is the Service Principal at Aquant. Sidney is a Lean Improvement Executive (BSEET, MBA) with years of strategic planning, revenue generation, and new product development experience. He previously held service and operations roles at National, Fluid Managemen/Idex Corporation, and Nielsen.