Reflection – Visualization 

 Challenge 

 I am a member of Knowledge Management Team in my organization . We are owners in the process of   creating , sharing , using and managing the knowledge base for the Service Desk ( SD ) . Our challenge is   to improve the knowledge base in order to increase client ’s satisfaction . SD uses knowledge article   from our knowledge base to solve end users problems with hardware and software . If SD agent is able   to solve the user ’s issue during a first contact with SD , the end user satisfaction is higher . Our project   includes promotion our knowledge base among Service Desk agents and improvement communication   between the teams . We want to show them how to use knowledge base effectively . The project is   limited to internal resources and should not exceed 30 business days . The solution should be simple ,   effective and does not consume much money and time . 

 Selection 

 Our team decide to use the Visualization tool . In our opinion is the best tool to identify pain points ,   opportunities for improvements or solutions . 

 Application 

 We start the project to create a graphic of our future newsletter . We will draw from any existing   material available to understand the environment . The existing material may be operational or   procedural documents , training materials , knowledge management ’s reports . We will create a   template of our weekly newsletter . It should include the following information : 

 •   When to send newsletter 

 •   To who newsletter should ne sent 

 •   List of new knowledge articles 

 •   List of updated knowledge articles 

 •   List of archived knowledge article 

 •   New processes 

 •   Client Specific information 

 •   Knowledge Tip with troubleshooting steps for most common issues 

 The graphic should be simple , using simple shapes and icons available in MS Power Point . 

 We will create 3 examples of the template and discuss among the team and choose together which   one is the best . The template with the highest number of votes will win . 

 Insight 

 What I have learned from conducting this exercise is that while the graphic is important for reinforcing   their understanding of the problem we are working to solve , the more valuable aspect of the activity   is the shared insights and shared learning that occurs while we are working to define the problem   space . The graphic gives a point for discussion that allows us to share our perspectives and develop 

 insights into potential root causes of the problems . We can also identify variables in the problem space   – that is , it helps us to identify what we do n’t know , in what areas we need to obtain information or   data to provide the values for the variables . 

 Approach 

 We discovered that the most valuable aspect is the shared insights and learning , next time we would   use the visualization activity as a starting point for a series of design thinking activities . Then the revised   graphic that incorporates the combined feedback can serve as a reference tool throughout the   remainder of our work . 


EMAIL: 
ID_NUM: 
NAME_STUDENT: 
PHONE_NUM: 
STREET_ADDRESS: 
URL_PERSONAL: 
USERNAME: 

### Task: You are a PII (Personal Identity Information) Detection. Given a essays written by students, you have to identify ONLY the following:
NAME_STUDENT - The full or partial name of a student that is not necessarily the author of the essay. This excludes instructors, authors, and other person names.
EMAIL - A student’s email address.
USERNAME - A student's username on any platform.
ID_NUM - A number or sequence of characters that could be used to identify a student, such as a student ID or a social security number.
PHONE_NUM - A phone number associated with a student.
URL_PERSONAL - A URL that might be used to identify a student.
STREET_ADDRESS - A full or partial street address that is associated with the student, such as their home address.
### Input: Reflection – Visualization 

 Challenge 

 I am a member of Knowledge Management Team in my organization . We are owners in the process of   creating , sharing , using and managing the knowledge base for the Service Desk ( SD ) . Our challenge is   to improve the knowledge base in order to increase client ’s satisfaction . SD uses knowledge article   from our knowledge base to solve end users problems with hardware and software . If SD agent is able   to solve the user ’s issue during a first contact with SD , the end user satisfaction is higher . Our project   includes promotion our knowledge base among Service Desk agents and improvement communication   between the teams . We want to show them how to use knowledge base effectively . The project is   limited to internal resources and should not exceed 30 business days . The solution should be simple ,   effective and does not consume much money and time . 

 Selection 

 Our team decide to use the Visualization tool . In our opinion is the best tool to identify pain points ,   opportunities for improvements or solutions . 

 Application 

 We start the project to create a graphic of our future newsletter . We will draw from any existing   material available to understand the environment . The existing material may be operational or   procedural documents , training materials , knowledge management ’s reports . We will create a   template of our weekly newsletter . It should include the following information : 

 •   When to send newsletter 

 •   To who newsletter should ne sent 

 •   List of new knowledge articles 

 •   List of updated knowledge articles 

 •   List of archived knowledge article 

 •   New processes 

 •   Client Specific information 

 •   Knowledge Tip with troubleshooting steps for most common issues 

 The graphic should be simple , using simple shapes and icons available in MS Power Point . 

 We will create 3 examples of the template and discuss among the team and choose together which   one is the best . The template with the highest number of votes will win . 

 Insight 

 What I have learned from conducting this exercise is that while the graphic is important for reinforcing   their understanding of the problem we are working to solve , the more valuable aspect of the activity   is the shared insights and shared learning that occurs while we are working to define the problem   space . The graphic gives a point for discussion that allows us to share our perspectives and develop 

 insights into potential root causes of the problems . We can also identify variables in the problem space   – that is , it helps us to identify what we do n’t know , in what areas we need to obtain information or   data to provide the values for the variables . 

 Approach 

 We discovered that the most valuable aspect is the shared insights and learning , next time we would   use the visualization activity as a starting point for a series of design thinking activities . Then the revised   graphic that incorporates the combined feedback can serve as a reference tool throughout the   remainder of our work .
### Output: 