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April2007   Knowledge Mgmt
 

April2007 Knowledge Mgmt

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Debbie Duong and Brent Pliskow, Credit Acceptance

Debbie Duong and Brent Pliskow, Credit Acceptance

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April2007   Knowledge Mgmt April2007 Knowledge Mgmt Presentation Transcript

  • Brent Pliskow, Help Desk Supervisor Debbie Duong, Help Desk Manager April 12 th , 2007 KCS Implementation at Credit Acceptance
  • Today’s Objectives
    • Overview of KCS (Knowledge-Centered Support)
    • How we implemented at Credit Acceptance
    • Future
  • Challenges Facing Support SUPPORT ORGANIZATION Source: Help Desk Institute - Foundations of KCS Course Material Increasing Complexity Increasing Demand Decreasing Budgets Rising Costs
  • Background
    • The Consortium for Service Innovation
      • Non-profit organization
      • Board of directors included executives from Cisco, HP, Microsoft, and Oracle
      • www.serviceinnovation.org
        • Self Assessment
  • Background
    • KCS originated in 1992 with a simple premise:
      • To capture, structure, and Re-use support knowledge
    • With 10+ years in development and over $45 million invested
  • KCS Methodology
    • KCS is a methodology and a set of practices and processes that focuses on knowledge as a key asset of the support organization.
    • KCS seeks to:
      • Create content as a by-product of solving problems
      • Evolve content based on demand and usage
      • Develop a KB of our collective experience to-date
      • Reward learning, collaboration, sharing and improving
    • Integrates with ITIL
    • KCS is not something we do
    • in addition to solving problems…
    • KCS becomes the way we solve problems
  • KCS Double Loop Process Knowledge Capture in The workflow Structure For reuse Searching Is creating Just-in-time Solution Quality Solve Leadership Performance Assessment Content vitality Workflow Evolve
  • The Solve Loop
    • Capture in the Workflow
    • Structure for Reuse
    • Searching is Creating
    • Just-In-Time Solution Quality
  • KCS Double Loop Process Knowledge Capture in The workflow Structure For reuse Searching Is creating Just-in-time Solution Quality Solve Leadership Performance Assessment Content vitality Workflow Evolve
  • The Evolve Loop
    • Workflow
    • Content Vitality
    • Performance Assessment
    • Leadership
  • Benefits
    • Customer
    • Increased confidence in support
    • Improved response from support
    • Speed, accuracy and consistency
    • Analyst
    • Personal empowerment and recognition
    • Improved confidence
    • Broadened expertise
    • Organization
    • Improved effectiveness/efficiency
    • Evolving resources and expertise
    • Improved relevance and loyalty
  • Roles and Responsibilities
    • Sponsor
    • Manager
    • Knowledge Developers
      • KCS I
      • KCS II
      • KCS III
    • KCS Coach
    • Knowledge Domain Expert
    • KCS Council
  • Metrics
    • Talk Time
    • Hold Time
    • # of Solutions created
    • # of Solutions reused
    • Competency development
  • KCS Recommendation
    • Communication Plan
      • Top down
      • Elevator Pitch
    • Develop answers to objections
    • Resources
  • Credit Acceptance Implementation
    • Why we decided to implement KCS?
    • Background
      • CA Help Desk created in 1999
      • By 2004
        • 4 Help Desk Analyst
        • 1 Help Desk Manager
        • 500 users, 1500 calls per month
  • Prior to 2004
    • Non-centralized documents
    • Out-of-date, incomplete and/or missing documentation
    • Culture of asking other analysts for information before conducting research of their own
    • Inability to answer many questions reported by the user community
    • Inconsistent answers/instructions provided by Analysts
    • Time spent reworking existing solutions
  • Plan
    • Created Knowledge Administrator position
    • Implemented KCS methodology with Help Desk in hopes to expand to department
    • Created KCS Strategy
    • Created document templates
    • Created KB in call logging tool
    • Trained Help Desk
    • Created metrics and tied to PR
  • Document Template
    • Process and Procedure
    • Hardware
    • Software
  • Documents
  • Hardware Template
  • Hardware Template
  • Hardware Template
  • Hardware Template
  • Hardware Template
  • Hardware Template
  • Hardware Template
  • Creating a New Call KB Button
  • KB Search Results
  • KB Article
  • KB Actions
    • Analysts have the ability to resolve a call with the KB article
      • Brings over the KB article’s ‘Solution Description” text into the resolution notes.
    • Analysts also have the ability to ‘remember’ a KB article.
      • Quick Reference
      • Steps leading toward resolution
  • Submitting Knowledge
  • Maintenance
    • Submissions to KB are reviewed weekly.
    • Additions can also be entered externally from a ticket.
  • Knowledge Administrator View
  • Knowledge Administrator View
  • Self-Help (Public View of KB)
  • Self-Help (Public View of KB)
  • Metrics
  • Results
    • Slight increase in FCR.
    • Increase in Analyst Knowledge.
    • Consistency in responses to customers.
  • Lessons Learned
    • Start with a Top-Down Approach
    • Resource and Budget Limitations vs. Big Goals/Ideas
    • Enhanced/Improved Tool
    • Communication – Internally and Externally
  • Today and the Future
    • Maintenance mode
    • 10 hours per week
    • Everyone is responsible
    • Integrate with ITIL
  • Additional Resources
    • HDI
    • Knowledge Management Professional Organizations and Journals
      • www.serviceinnovation.org
  • Questions?