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Customize the Resolution process

If you want changes in the Resolution process, chances are we can do it.

Reach out to your Customer Success lead to take advantage of these configuration options.



Configure the resolution terminology

What is the default resolution terminology?

The default terminology on the Resolution window is:



  • “Did this result in a change?”

  • “Yes”

  • “No”

  • “Unknown” - This is the third option and is not included by default, but can be added by the KaiNexus team.

 

The default terminology on the Impact Report is:



  • “Change”

  • “No Change”

  • “Unknown”

 

You can change all this outcome terminology on the Resolution screen and on the Impact Summary to best match your organization's terminology.

 

Resolution Options

What are a Resolution’s options?


Each Improvement type can be configured to display any combination of outcome options you need:

  • Impact Types - When an Improvement results in a change, you can specify what impact it had.

    Common impact types include safety, satisfaction, quality, time savings, cost savings, and revenue generation.


  • No Change Reasons - When an Improvement does not result in a change, you can specify why that was the case.

    Common no change reasons include a lack of resources, that no change was deemed necessary, that this was already part of the Standard Operating Procedure, that this situation is out of your control, and that this is already being worked on.


  • Third Option Reasons - If an Improvement doesn’t fit into either of those categories, you may need a third option.

    Commonly, our customers use impact types for Improvements completed with a change, no change reasons for those completed without a change, and third options for those not completed.

You can configure each Improvement type's outcome options so that users can choose between whatever options best suit this type of work.

 

The “Review On” field

By default, when you resolve an Improvement, you will be asked “Review in the future?” under the outcome question. You are required to answer this question before you can submit the Resolution.


However, if Improvements of a certain type will typically not need to be reviewed, you can elect to place this question in the “Details” section of the Resolution screen. “No” will be pre-selected.

 

You can configure whether the "Review On" field will be displayed in the main part of the Resolution screen or under the details heading.

 

Disable the Resolution window completely

If an Improvement type meets all of the following conditions, users will not be shown the Resolution screen when closing an Improvement as no additional information is required:

  1. Anyone can resolve the Improvement from the creation screen,

  2. The notifications tab is disabled,

  3. The review date is set to appear under the details section,

  4. No fields or attributes are set to appear on the Resolution screen, and

  5. There is only one possible outcome - one simple impact type, one no change reason, or one third option reason.

 
If those conditions are met, users will not see the Resolution screen when they complete an Improvement. The Resolution's attributes will be automatically filled in.

 

Disable the notification tab

By default, when you resolve an Improvement, after clicking “Complete” you will be shown a notifications screen on which you can specify who should be notified and how.

 

You can disable this notifications window so that clicking “Complete” on the Resolution window immediately closes the Improvement without asking about notification preferences.

 

You should only do this if you are sure that notifications about the Resolutions of Improvements of this type should:

  • Go to only people involved with the Resolution (as well as those who have their own custom notification preferences enabled.)

  • Be sent via digest, rather than an immediate email.

 

You can configure the Resolution screen so that users are not asked about who they want to notify about the Improvement's completion.

 

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