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April2007 Knowledge Mgmt


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Debbie Duong and Brent Pliskow, Credit Acceptance

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April2007 Knowledge Mgmt

  1. 1. Brent Pliskow, Help Desk Supervisor Debbie Duong, Help Desk Manager April 12 th , 2007 KCS Implementation at Credit Acceptance
  2. 2. Today’s Objectives <ul><li>Overview of KCS (Knowledge-Centered Support) </li></ul><ul><li>How we implemented at Credit Acceptance </li></ul><ul><li>Future </li></ul>
  3. 3. Challenges Facing Support SUPPORT ORGANIZATION Source: Help Desk Institute - Foundations of KCS Course Material Increasing Complexity Increasing Demand Decreasing Budgets Rising Costs
  4. 4. Background <ul><li>The Consortium for Service Innovation </li></ul><ul><ul><li>Non-profit organization </li></ul></ul><ul><ul><li>Board of directors included executives from Cisco, HP, Microsoft, and Oracle </li></ul></ul><ul><ul><li> </li></ul></ul><ul><ul><ul><li>Self Assessment </li></ul></ul></ul>
  5. 5. Background <ul><li>KCS originated in 1992 with a simple premise: </li></ul><ul><ul><li>To capture, structure, and Re-use support knowledge </li></ul></ul><ul><li>With 10+ years in development and over $45 million invested </li></ul>
  6. 6. KCS Methodology <ul><li>KCS is a methodology and a set of practices and processes that focuses on knowledge as a key asset of the support organization. </li></ul><ul><li>KCS seeks to: </li></ul><ul><ul><li>Create content as a by-product of solving problems </li></ul></ul><ul><ul><li>Evolve content based on demand and usage </li></ul></ul><ul><ul><li>Develop a KB of our collective experience to-date </li></ul></ul><ul><ul><li>Reward learning, collaboration, sharing and improving </li></ul></ul><ul><li>Integrates with ITIL </li></ul><ul><li>KCS is not something we do </li></ul><ul><li>in addition to solving problems… </li></ul><ul><li>KCS becomes the way we solve problems </li></ul>
  7. 7. 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
  8. 8. The Solve Loop <ul><li>Capture in the Workflow </li></ul><ul><li>Structure for Reuse </li></ul><ul><li>Searching is Creating </li></ul><ul><li>Just-In-Time Solution Quality </li></ul>
  9. 9. 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
  10. 10. The Evolve Loop <ul><li>Workflow </li></ul><ul><li>Content Vitality </li></ul><ul><li>Performance Assessment </li></ul><ul><li>Leadership </li></ul>
  11. 11. Benefits <ul><li>Customer </li></ul><ul><li>Increased confidence in support </li></ul><ul><li>Improved response from support </li></ul><ul><li>Speed, accuracy and consistency </li></ul><ul><li>Analyst </li></ul><ul><li>Personal empowerment and recognition </li></ul><ul><li>Improved confidence </li></ul><ul><li>Broadened expertise </li></ul><ul><li>Organization </li></ul><ul><li>Improved effectiveness/efficiency </li></ul><ul><li>Evolving resources and expertise </li></ul><ul><li>Improved relevance and loyalty </li></ul>
  12. 12. Roles and Responsibilities <ul><li>Sponsor </li></ul><ul><li>Manager </li></ul><ul><li>Knowledge Developers </li></ul><ul><ul><li>KCS I </li></ul></ul><ul><ul><li>KCS II </li></ul></ul><ul><ul><li>KCS III </li></ul></ul><ul><li>KCS Coach </li></ul><ul><li>Knowledge Domain Expert </li></ul><ul><li>KCS Council </li></ul>
  13. 13. Metrics <ul><li>Talk Time </li></ul><ul><li>Hold Time </li></ul><ul><li># of Solutions created </li></ul><ul><li># of Solutions reused </li></ul><ul><li>Competency development </li></ul>
  14. 14. KCS Recommendation <ul><li>Communication Plan </li></ul><ul><ul><li>Top down </li></ul></ul><ul><ul><li>Elevator Pitch </li></ul></ul><ul><li>Develop answers to objections </li></ul><ul><li>Resources </li></ul>
  15. 15. Credit Acceptance Implementation <ul><li>Why we decided to implement KCS? </li></ul><ul><li>Background </li></ul><ul><ul><li>CA Help Desk created in 1999 </li></ul></ul><ul><ul><li>By 2004 </li></ul></ul><ul><ul><ul><li>4 Help Desk Analyst </li></ul></ul></ul><ul><ul><ul><li>1 Help Desk Manager </li></ul></ul></ul><ul><ul><ul><li>500 users, 1500 calls per month </li></ul></ul></ul>
  16. 16. Prior to 2004 <ul><li>Non-centralized documents </li></ul><ul><li>Out-of-date, incomplete and/or missing documentation </li></ul><ul><li>Culture of asking other analysts for information before conducting research of their own </li></ul><ul><li>Inability to answer many questions reported by the user community </li></ul><ul><li>Inconsistent answers/instructions provided by Analysts </li></ul><ul><li>Time spent reworking existing solutions </li></ul>
  17. 17. Plan <ul><li>Created Knowledge Administrator position </li></ul><ul><li>Implemented KCS methodology with Help Desk in hopes to expand to department </li></ul><ul><li>Created KCS Strategy </li></ul><ul><li>Created document templates </li></ul><ul><li>Created KB in call logging tool </li></ul><ul><li>Trained Help Desk </li></ul><ul><li>Created metrics and tied to PR </li></ul>
  18. 18. Document Template <ul><li>Process and Procedure </li></ul><ul><li>Hardware </li></ul><ul><li>Software </li></ul>
  19. 19. Documents
  20. 20. Hardware Template
  21. 21. Hardware Template
  22. 22. Hardware Template
  23. 23. Hardware Template
  24. 24. Hardware Template
  25. 25. Hardware Template
  26. 26. Hardware Template
  27. 27. Creating a New Call KB Button
  28. 28. KB Search Results
  29. 29. KB Article
  30. 30. KB Actions <ul><li>Analysts have the ability to resolve a call with the KB article </li></ul><ul><ul><li>Brings over the KB article’s ‘Solution Description” text into the resolution notes. </li></ul></ul><ul><li>Analysts also have the ability to ‘remember’ a KB article. </li></ul><ul><ul><li>Quick Reference </li></ul></ul><ul><ul><li>Steps leading toward resolution </li></ul></ul>
  31. 31. Submitting Knowledge
  32. 32. Maintenance <ul><li>Submissions to KB are reviewed weekly. </li></ul><ul><li>Additions can also be entered externally from a ticket. </li></ul>
  33. 33. Knowledge Administrator View
  34. 34. Knowledge Administrator View
  35. 35. Self-Help (Public View of KB)
  36. 36. Self-Help (Public View of KB)
  37. 37. Metrics
  38. 38. Results <ul><li>Slight increase in FCR. </li></ul><ul><li>Increase in Analyst Knowledge. </li></ul><ul><li>Consistency in responses to customers. </li></ul>
  39. 39. Lessons Learned <ul><li>Start with a Top-Down Approach </li></ul><ul><li>Resource and Budget Limitations vs. Big Goals/Ideas </li></ul><ul><li>Enhanced/Improved Tool </li></ul><ul><li>Communication – Internally and Externally </li></ul>
  40. 40. Today and the Future <ul><li>Maintenance mode </li></ul><ul><li>10 hours per week </li></ul><ul><li>Everyone is responsible </li></ul><ul><li>Integrate with ITIL </li></ul>
  41. 41. Additional Resources <ul><li>HDI </li></ul><ul><li>Knowledge Management Professional Organizations and Journals </li></ul><ul><ul><li> </li></ul></ul>
  42. 42. Questions?