V. FORMACIÓN DEL PAPEL 5.1 DISTRIBUIDORES DE PASTA
5.4 FORMACION DE LA HOJA
• Problem is correctly identified • Problem causes are isolated
• Solutions are thoroughly researched and possible escalation pathways are identified • Solutions are practical and relevant
to problems
• Risk analysis is conducted for potential solutions
• Customer interaction results in problem resolution and customer satisfaction obtained in a responsive manner
A1. Analyze problem and research solutions
• Knowledge of troubleshooting methods • Knowledge of sources of relevant
technical data
• Ability to prioritize possible solutions based on technical criteria
• Knowledge of escalation procedures • Ability to identify and resolve
technical conflicts
• Ability to analyze and prioritize information
• Ability to use written and electronic documentation
• Ability to gather information • Ability to troubleshoot failures • Ability to recognize and respond to
customer needs and demonstrate commitment to customer
A2. Query existing knowledge base
• Searches are effective through use of proper key words
• Potential solutions are correctly identified • Relevant data is retrieved
• Appropriate databases are used
• Problem resolutions are effectively tracked and documented
• Knowledge of how data is gathered, stored and manipulated in a database
• Knowledge of Boolean techniques applied to search engines
• Knowledge of how to query a database and interpret responses
• Knowledge of networks and online tools and resources
• Ability to read and interpret technical diagrams and decision trees
• Ability to select appropriate information • Ability to identify basic concepts and elicit
relevant details
• Ability to clarify communication • Ability to qualify/analyze information • Ability to interpret and summarize
KEY ACTIVITY
PERFORMANCE INDICATORS
TECHNICAL KNOWLEDGE
EMPLOYABILITY SKILLS
How do we know when the key activity is performed well? Skills, Abilities, Tools SCANS Skills and Foundation Abilities
Technical Support
Critical Work Function: Perform Troubleshooting
A3. Identify, test and implement solutions
• Solutions are clearly defined and analyzed for possible impact to system
• Solutions are selected based on technical benefits and cost effectiveness
• Solutions are tested in a complete and realistic manner
• Test scenarios are representative of actual use and environment
• Test process results in permanent solution to problem reported or diagnosed • Customer interaction results in end user
problem resolution and closure is obtained in a timely and responsive manner • Solutions are recorded properly upon
resolution of problem
• Knowledge of test instruments • Knowledge of test methods • Knowledge of systematic methods of
solving technical problems • Ability to replace components
when appropriate
• Ability to remove, repair or replace modules and subassemblies as appropriate • Knowledge of applications and
diagnostic programs
• Knowledge of basic networking components, equipment, protocols and troubleshooting practices
• Knowledge of relevant safety and environmental rules
• Ability to interpret information • Ability to apply rules/principles to
process/procedure and use logic to draw conclusions
• Ability to approach problem in a logical and systematic manner
• Ability to read and follow written instructions
• Ability to interpret pictures and diagrams • Ability to analyze situations and
formulate task sequence • Ability to predict outcomes based
on experience
• Ability to think creatively while analyzing problems
A4. Manage problem resolution
• Relevant and available technical resources are identified
• Technical expertise is sought when appropriate
• Problems are escalated or referred when appropriate
• Resources are requested and organized to optimize use and results
• Problem resolution occurs within time, financial and resource constraints
• Knowledge of relevant technical data • Knowledge of resolution tools
and processes
• Knowledge of relevant physical inventory access and control procedures
• Knowledge of escalation procedures • Knowledge of change control procedures
• Ability to present complex technical information
• Ability to follow proper procedures and work within established guidelines • Ability to apply technology in an
effective manner
• Ability to create original documents and detailed supporting documents • Ability to be an advocate for the
KEY ACTIVITY
PERFORMANCE INDICATORS
TECHNICAL KNOWLEDGE
EMPLOYABILITY SKILLS
How do we know when the key activity is performed well? Skills, Abilities, Tools SCANS Skills and Foundation Abilities
Technical Support
Critical Work Function: Perform Troubleshooting
A5. Communicate technical solutions and
implementation processes
• Technical solutions and implementation processes are communicated in a timely manner
• Technical solutions and implementation processes are communicated in a form understandable to users and peers • User concerns are considered and
addressed in the implementation process • Communication is clear, accurate and
targeted appropriately
• Communication results in problem resolution and customer satisfaction is obtained in a timely and
responsive manner
• Solutions are recorded properly upon resolution of problem
• Knowledge of technical communications processes
• Ability to communicate appropriately to different audiences and
organizational levels
• Ability to record data in knowledge bases using proper key words
• Ability to analyze and consider multiple viewpoints
• Ability to demonstrate awareness of diversity issues
• Ability to work in a team environment • Ability to recognize and respond to
customer needs and demonstrate commitment to customer
• Ability to interpret information, prepare basic summaries and reports and select method of communication
• Ability to present complex technical ideas/information
• Ability to demonstrate commitment to team goals, work to improve team skills and encourage/support team members
A6. Implement long-range solutions
• Implementation is conducted according to plan
• Problems are identified and resolved in a timely and effective manner
• System performance is verified after implementation and compared to specifications
• Implementation is conducted with minimum disruption to users
• Implementation is properly documented
• Knowledge of technical specifications • Knowledge of relevant indicators of
system performance
• Knowledge of documentation procedures • Ability to compare and analyze sets of
technical data
• Ability to analyze situations and predict outcomes based on knowledge or prior experience
• Ability to plan according to resource constraints and requirements • Ability to prioritize tasks
• Ability to examine the situation, analyze possible causes and recommend action
KEY ACTIVITY
PERFORMANCE INDICATORS
TECHNICAL KNOWLEDGE
EMPLOYABILITY SKILLS
How do we know when the key activity is performed well? Skills, Abilities, Tools SCANS Skills and Foundation Abilities
Technical Support
Critical Work Function: Perform Troubleshooting
A7. Document hardware and software problems and resolutions
• Documentation is clear and accurate • Documentation follows organization format
and procedures
• Hardware and software problems are clearly identified
• Resolutions are documented to the appropriate level of detail
• Documentation is organized for most efficient access by other users
• Knowledge of documentation tools • Knowledge of technical presentation tools • Knowledge of technical terms
• Knowledge of documentation processes and procedures
• Ability to create detailed supporting documents
• Ability to consider abstract technical situations
• Ability to use appropriate language and terminology
• Ability to accurately summarize and document information
• Ability to communicate effectively with diverse audiences
• Ability to organize and present technical information in a logical and consistent manner
KEY ACTIVITY
PERFORMANCE INDICATORS
TECHNICAL KNOWLEDGE
EMPLOYABILITY SKILLS
How do we know when the key activity is performed well? Skills, Abilities, Tools SCANS Skills and Foundation Abilities
Technical Support