Knowledge Management for Real

• 1. Knowledge Management For Real Paul Jay

2. Question: 3. How would you cope if you had a 55% turn over of your most experienced staff in one year? 4. Bitting Nails 5. Foetal Position 6. Picture with Face cut out Your Face Hear 7. This happened to us in 2006-2007, and we actually delivered better service, reduced costs, increased efficiency, quality and customer satisfaction. 8. Overstatement 9. Service Desk Story 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 0 20 40 60 80 100 120 2000 2001 2002 2003 2004 2005 2006 2007 2008 Staff Numbers Call Volumes (Thousands) # Applicatons Supported Planner satisfaction ("Good" +) Calls resolved at first point Calls resolved with knowledgebase Knowledge Re-Use IT Help Desk Service Desk CallBacks AvTalk Time 55% Turnover CSAT 20%-91% FPR 40%-86% KA Linkage 0%-83% KA Reuse 0%-80% Support Offering 14 - 47 Support Volumes 40K 100K Support Staff 70 - 36 10. 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% Jan,12 Feb,12 Mar,12 Apr,12 May,12 Jun,12 Jul,12 Service Desk Resolved with KB % KB Reuse % Linear (KB Reuse %) 0% 10% 20% 30% 40% 50% 60% 70% Jan,12 Feb,12 Mar,12 Apr,12 May,12 Jun,12 Jul,12 Field Services Resolved with KB % KB Reuse % Linear (KB Reuse %) 0% 10% 20% 30% 40% 50% 60% 70% 80% Jan,12 Feb,12 Mar,12 Apr,12 May,12 Jun,12 Jul,12 Service Operations Resolved with KB % KB Reuse % Linear (KB Reuse %) Service Management Office Knowledge Management 11. 0% 20% 40% 60% 80% 100% 120% Jan,12 Feb,12 Mar,12 Apr,12 May,12 Jun,12 Jul,12 Region 2 Site Support Resolved with KB % KB Reuse % Linear (KB Reuse %) 0% 10% 20% 30% 40% 50% 60% Jan,12 Feb,12 Mar,12 Apr,12 May,12 Jun,12 Jul,12 Region 3 Site Support Resolved with KB % KB Reuse % Linear (KB Reuse %) -20% 0% 20% 40% 60% 80% 100% Jan,12 Feb,12 Mar,12 Apr,12 May,12 Jun,12 Jul,12 Region 1 Site Support Resolved with KB % KB Reuse % Linear (KB Reuse %) Service Management Office Knowledge Management 12. 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 0 5000 10000 15000 20000 25000 Total Logged First Point Res Closed < 1 day Net level 1 Resolution Rate KM Re-Use Linear (Total Logged) Linear (First Point Res) Linear (Closed < 1 day) Linear (Net level 1 Resolution Rate) 13. Consortium for Service Innovation members have observed that the redundancy rate for repeated problems is anywhere from 65% to 90% of total incident volume. 14. Support organizations in high tech environment see less than 3% of the total customer demand for support. 97% of the demand for your support services is potentially Un-Serviced! 15. Average First Contact Resolution (FCR] are 65%-68% 16. All tried 17. 1. Gained through interaction and experience 2. Constantly changing (we never stop learning) 3. Never 100% complete or 100% accurate 4. Validated through use; experience and interaction (not by subject matter experts) 18. ` 19. mmm, interesting Id better start planning! 20. Knowledgebase Context Experience Need 21. : 22. We have way more Tacit Knowledge than Explicit Knowledge Open Questions draw answers. 23. Many minds make a better and quicker We will very quickly create the best answer based on the collaboration of lots of people playing in that process. If we can collaborate on solving issues, and then capture that collaboration, 24. Many People Make a knowledge System 25. Each System has a path & flow And our knowledge make its journey through the systems path 26. And our knowledge make its journey through the systems path Each System has a path & flow 27. And our knowledge make its journey through the systems path Each System has a path & flowTribal mind www.Tribalmind.coProblem Solution Learning Journey heuristics (rules-of-thumb) they apply to the problem space through a process of constructivism Sifting through noise to find the answer we need KCS: Capture Once Reuse Often Deduct Rationalize Exclude Refine Validate Questions Roadblocks Navigate Filter Discount Skills Answers Experience Approaches SourcesAdvice Knowledge Information Problem statements Input Outcome Statements Input Input Input Input 28. Non KCS Orgs: Av KA Pub Days 60 days 90 days30 days Lost Opportunity, Efficiencies, Cost, Reputation, Cust Experience NumberOf Rediscoveries Time Source: KCS Practices Guide v5.1 - Consortium of Service Innovation The value of support knowledge begins to diminish 30 days after the issue is first discovered. 29. Knowledge is our biggest Asset Everyones Responsibility Remove Knowledge Silos rewarding sharing and contribution Removes bottlenecks promotes knowledge for all to interact with. every call closed with Knowledge Style is secondary to clear concise instructions. Licences Knowledge Schedules it into workforce planning Integrated Into support 30. 55 31. 1. Create Just-In-Time content as a by-product of solving problems 2. Evolve content based on demand and usage 3. Develop a KB of our collective experience to-date 4. Reward learning, collaboration, sharing and improving 32. Error XYZ Title: Error XYZ Environment: MS Word Cause: Solution: Status: WIP Title: Error XYZ Environment: MS Word Cause: Solution: Status: WIP Title: Error XYZ Environment: MS Word Cause: Conflicting NW Drive Folder Permissions in different OUs Solution: Status: WIP Title: Error XYZ Environment: MS Word Cause: Conflicting NW Drive Folder Permissions in different OUs Solution: Status: WIP Title: Error XYZ Environment: MS Word Cause: Conflicting NW Drive Folder Permissions in different OUs Solution: Configure Save Options to Save a copy locally. Status: Draft Status: WIP Draft Approved Title: Error XYZ Environment: MS Word Cause: Conflicting NW Drive Folder Permissions in different OUs Solution: Configure Save Options to Save a copy locally. Status: Approved 33. Title: Error XYZ Environment: MS Word Cause: Conflicting NW Drive Folder Permissions in different OUs Solution: Configure Save Options to Save a copy locally. Status: Approved Error XYZ Efficiencies Time, Cost & Quality Shift Left 34. Efficiencies Time, Cost & Quality Shift Left Status: Published Title: Error XYZ Environment: MS Word Cause: Conflicting NW Drive Folder Permissions in different OUs Solution: Configure Save Options to Save a copy locally. Customer Success Support Deflection Reduced Support Costs 35. . 36. INC 01 Record INC 02 Classify INC 03 Investigate INC 07 Resolve INC 08 Close KM 01 Knowledge Framing KM 02 Knowledge Searching KM 03 Knowledge Matching KM 05 Knowledge Use KM 07 Create WIP Article KM 06 Search Again? KM 04 Solution Found? No No No KM 09 Flag for Fix INC 07 INC 05 KM 10 Rate Article KM 11 Link KCS Article Yes Yes KM 05 Refine Search KM 08 Solution Sufficient? Yes KM 02 Knowledge Searching KM 02 Review Linked KA KM 04 Solution Found? INC 06 Diagnose Research Lab Work KM 02 Add/Clean up Solution INC 05 Accept Escalation KM 08 Solution Sufficient? KM 09 Flag or Fix KM 02 Apply KCS Article State INC 04 Escalate Knowledge Yes No Yes No INC 04 Escalate 37. Community Of Practice Plan Do Check Act 38. Phase 1 : Planning & Design Phase 2: Adoption Phase 3: Proficiency Phase 4: Leverage of the Knowledgebase. Build tools required for successful adoption Gather baseline measurements Set realistic internal and external expectations Create internal understanding and excitement through initial competency Establish internal referenceability Create and mature the knowledge base Increase process efficiency Reduce time to proficiency Improve collaboration and analyst satisfaction Optimize resource utilization Reduce support cost Increase customer success Improve employee satisfaction Improve products and services 39. Solve Cases and Incidents Faster 50 - 60% improved time to resolution (MTTR) 30 - 50% increase in first contact resolution (FCR) Faster 40. Optimize Use of Resources 70% improved time to proficiency 20 - 35% improved employee retention 20 - 40% improvement in employee satisfaction Optimization 41. Enable eServices Strategy Improve customer success and use of self-service Up to 50% case deflection Leverage 42. Build Organizational Learning Actionable information to product development about customer issues 10% issue reduction due to root cause removal 43. Assisted Support Known New High Volume Low Complexity Low Volume High Complexity Highly Replaceable / High Competition Irreplaceable / Low Competition Traditional Metrics will go backwards