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Sharing knowledge is a super power

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Discover why sharing knowledge is a super power within your IT department. Presented by Karst van Keijzerswaard

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Sharing knowledge is a super power

  1. 1. TOPdesk on Tour TOPdesk on Tour Sharing knowledge is a super power
  2. 2. TOPdesk on Tour Karst van Keijzerswaard Service Management Consultant, TOPdesk
  3. 3. TOPdesk on Tour • Educational Scientist • Teacher • Service management consultant
  4. 4. TOPdesk on Tour TOPdesk on Tour Looking into knowledge Some things you should know about knowledge
  5. 5. TOPdesk on Tour What you should know… “…Everything is on the internet, right? “Right…, everything is on the internet”
  6. 6. TOPdesk on Tour Knowledge & skills Let me tell you about this Dutch professor Adriaan de Groot “Thought and Choice in Chess (1946)”
  7. 7. TOPdesk on Tour Expert vs Novice An expert “knows” where to look • If the rules of the game are followed
  8. 8. TOPdesk on Tour Knowledge & skills
  9. 9. TOPdesk on Tour Knowledge & Skills Take aways: • Acquiring knowledge is a cumulative process • Acquiring knowledge requires active engagement • We are limited in our information processing • Knowledge is prerequisite for problem solving
  10. 10. TOPdesk on Tour Knowledge & Skills Becoming skilled requires knowledge • Skilled servicedesk • First time fix • Knowing what to automate • Self Service  Not without knowledge sharing
  11. 11. TOPdesk on Tour Shift left (left) Costs Average duration Customer 1st line 2nd line Optimize selfservice use Move issue resolution to selfservice platform Move issue resolution to the 1st line
  12. 12. TOPdesk on Tour TOPdesk on Tour Knowledge Centered Support A knowledge practice for your Servicedesk
  13. 13. TOPdesk on Tour The methodology KCS® = Knowledge Centered Service Developed in 1992 by: Consortium for Service Innovation For every knowledge intensive environmentThe way to solve calls
  14. 14. TOPdesk on Tour KCS methodology Capture Structure Reuse Improve Content Health Process Integration Performance Assessment Leadership & Communication Evolve Solve Source: KCS® Double Loop process
  15. 15. TOPdesk on Tour Capture Structure Reuse Improve Content Health Process Integration Performance Assessment Leadership & Communication Evolve Solve KCS methodology Source: KCS® double loop process
  16. 16. TOPdesk on Tour KCS solve process Create a call Search the knowledge base Use the knowledge item Close the call Solve or escalate Close the call Add to knowledge base Edit No No Yes Yes Found the answer? Correct?
  17. 17. TOPdesk on Tour Basic principles • Demand driven • Just enough information • Continuous improvement • Everyone is responsible • Knowledge system = collective memory
  18. 18. TOPdesk on Tour When I say everyone, I mean everyone! • Knowledge is hard to get by • We are associative beings • Sharing knowledge means knowledge creation • It makes our work fun
  19. 19. TOPdesk on Tour TOPdesk on Tour Get your stuff in place
  20. 20. TOPdesk on Tour Get your stuff in place
  21. 21. TOPdesk on Tour Get your stuff in place: tool • The knowledge base is accessible • Every operator can create and edit knowledge ‘items’ • A portal to share knowledge with your customer • Easy feedback loop
  22. 22. TOPdesk on Tour Get your stuff in place: process • Integrate knowledge management in every single call • Make your knowledge base a priority
  23. 23. TOPdesk on Tour Get your stuff in place: People • Sharing isn’t a choice • Work together • Share responsibilities • Constructing knowledge is an active practice
  24. 24. TOPdesk on Tour TOPdesk on Tour So let’s wrap it up
  25. 25. TOPdesk on Tour KCS methodology Capture Structure Reuse Improve Content Health Process Integration Performance Assessment Leadership & Communication Evolve Solve Source: KCS® Double Loop process
  26. 26. TOPdesk on Tour Capture Structure Reuse Improve Content Health Process Integration Performance Assessment Leadership & Communication Evolve Solve KCS methodology Source: KCS® double loop process
  27. 27. TOPdesk on Tour TOPdesk on Tour What did you learn? Did I tell you I was a teacher? Quiz!
  28. 28. TOPdesk on Tour TOPdesk on Tour Thank you for attending Please join me at the round table for further discussion
  29. 29. TOPdesk on Tour
  30. 30. TOPdesk on Tour TOPdesk on Tour
  31. 31. TOPdesk on Tour TOPdesk on Tour Thank you for attending View this presentation online

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