#knowledge-sharing
grep -l "knowledge-sharing" /portfolio/* · 2 entriesTurning a hard escalation into a white paper
The same kind of escalation kept landing on the same few people. Writing up how we diagnosed it, and teaching it in brown bags, spread the load.
1 min readBrown bags instead of the same three experts
Hard escalations queued up behind the same three people. A regular brown-bag session, built from real cases, spread what they knew.
1 min read