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Introduction to Knowledge Centered Support - Knowledge Management Framework

This is presentation that was completed at the ITSFM Tasmania and Sydney in 2013. It Introduces the concepts of the knowledge management framework called Knowledge Centered Support (KCS)
Knowledge Centered Support ( KCS ) is a holistic knowledge management framework, with;
- knowledge management processes
- knowledge management procedures
- knowledge management governance, and
- knowledge management growth phase
KCS gives clear instructions on:
- Knowledge Management Roles & Responsibilities
- Knowledge Management Databases
- Knowledge Articles
- Knowledge Documentation
- Information Management
- Knowledge Management Tools and Technology
To see an online video of this process visit youtube
Chapter 1 - Part 1 https://www.youtube.com/watch?v=lf0_X7R84AY
Chapter 1 - Part 2 https://www.youtube.com/watch?v=ya22c0hta3I
Chapter 1 - Part 3 https://www.youtube.com/watch?v=LLowyjH6VrE
Or Vimeo https://vimeo.com/57426113

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Introduction to Knowledge Centered Support - Knowledge Management Framework

  1. 1. Question:
  2. 2. How would you cope if you had a 55% turn over of your most experienced staff in one year?
  3. 3. Possible Answer:
  4. 4. Bitting Nails
  5. 5. Foetal Position
  6. 6. • Picture with Face cut out “Your Face Hear”
  7. 7. This happened to us in 2006-2007, and we actually delivered better service, reduced costs, increased efficiency, quality and customer satisfaction.
  8. 8. These are not empty promises• Julia Gillard, there’ll be no carbon tax.“There will be nocarbon tax underthe government I lead”. 10th July 2011
  9. 9. Call Backs Service Desk Story Av Talk Time Staff Numbers Call Volumes (Thousands) # Applicatons Supported Planner satisfaction ("Good" +) Calls resolved at first point Calls resolved with knowledgebase Knowledge Re-Use120 100% 90%100 80% 70% 80 60% 60 50% 40% 40 30% 20% 20 55% 10% Turnover 0 0% 2000 2001 2002 2003 2004 2005 2006 2007 2008 IT Help Desk Service Desk
  10. 10. All tried
  11. 11. 1. Gained through interaction and experience2. Constantly changing (we never stop learning)3. Never 100% complete or 100% accurate4. Validated through use; experience andinteraction (not by subject matter experts)
  12. 12. `
  13. 13. The value of support knowledge begins to diminish 30 days after the issue is first discovered. 30 days 60 days 90 daysRediscoveriesNumber Of Lost Opportunity, Efficiencies, Money, Non KCS Orgs: Reputation, Cust Experience Av KA Pub Days Time Source: KCS Practices Guide v5.1 - Consortium of Service Innovation
  14. 14. Schedules it Knowledge is our into workforce biggest Asset planning Everyone’s ResponsibilityLicences RemoveKnowledge Knowledge SilosStyle is rewardingsecondary to sharing andclear concise contributioninstructions. Removesevery call closed bottleneckswith KnowledgeIntegrated promotes knowledge forInto support all to interact with.
  15. 15. 29
  16. 16. 30
  17. 17. 1. Create ‘Just-In-Time’ content as a by-product of solving problems2. Evolve content based on demand and usage3. Develop a KB of our collective experience to-date4. Reward learning, collaboration, sharing and improving
  18. 18. Whats KCS
  19. 19. Title: Error XYZ Title: Error XYZ Title: Error XYZ Status:Environment: MS Word Environment: MS Word Environment: MS Word Framed DraftCause: Cause: Conflicting NW Cause: Conflicting NW Approved Drive Folder Permissions Drive Folder PermissionsSolution: Solution: in different OUs in different OUs Solution: Solution: Configure Save Options to Save a copy locally. Status: Framed Status: Framed Status: Framed Framed Status: Approved Draft Error XYZ
  20. 20. Title: Error XYZEnvironment: MS WordCause: Conflicting NWDrive Folder Permissionsin different OUsSolution: Configure SaveOptions to Save a copy Efficiencieslocally. Status: Approved Time, Cost & Quality Error XYZ Shift Left
  21. 21. Efficiencies Time, Cost & QualityTitle: Error XYZEnvironment: MS WordCause: Conflicting NWDrive Folder Permissions Shift Leftin different OUs CustomerSolution: Configure SaveOptions to Save a copylocally. Success Status: Published Support Deflection Reduced Support Costs
  22. 22. We needto talk!
  23. 23. • Build tools required for successful adoptionPhase 1 : Planning & • Gather baseline measurementsDesign • Set realistic internal and external expectations • Create internal understanding and excitement Phase 2: Adoption through initial competency • Establish internal referenceability • Create and mature the knowledge base • Increase process efficiency Phase 3: Proficiency • Reduce time to proficiency • Improve collaboration and analyst satisfaction • Optimize resource utilization Phase 4: Leverage of • Reduce support cost the Knowledgebase. • Increase customer success • Improve employee satisfaction • Improve products and services
  24. 24. Solve Cases and Incidents Faster • 50 - 60% improved time to resolution (MTTR) • 30 - 50% increase in first contact resolution (FCR)Optimize Use of Resources • 70% improved time to proficiency • 20 - 35% improved employee retention • 20 - 40% improvement in employee satisfactionEnable eServices Strategy • Improve customer success and use of self-service • Up to 50% case deflectionBuild Organizational Learning • Actionable information to product development about customer issues • 10% issue reduction due to root cause removal
  25. 25. Service Desk Story Staff Numbers Call Volumes (Thousands) # Applicatons Supported Planner satisfaction ("Good" +) Calls resolved at first point Calls resolved with knowledgebase Knowledge Re-Use120 100% 90%100 80% 70% 80 60% 60 50% 40% 40 30% 20% 20 10% 0 0% 2000 2001 2002 2003 2004 2005 2006 2007 2008
  26. 26. Service Desk Story Staff Numbers Call Volumes (Thousands) # Applicatons Supported Planner satisfaction ("Good" +) Calls resolved at first point Calls resolved with knowledgebase Knowledge Re-Use120 100% 90%100 80% 70% 80 60% 60 50% 40% 40 30% 20% 20 10% 0 0% 2000 2001 2002 2003 2004 2005 2006 2007 2008
  27. 27. Service Desk Story Staff Numbers Call Volumes (Thousands) # Applicatons Supported Planner satisfaction ("Good" +) Calls resolved at first point Calls resolved with knowledgebase Knowledge Re-Use120 100% 90%100 80% 70% 80 60% 60 50% 40% 40 30% 20% 20 10% 0 0% 2000 2001 2002 2003 2004 2005 2006 2007 2008
  28. 28. Service Desk Story Staff Numbers Call Volumes (Thousands) # Applicatons Supported Planner satisfaction ("Good" +) Calls resolved at first point Calls resolved with knowledgebase Knowledge Re-Use120 100% 90%100 80% 70% 80 60% 60 50% 40% 40 30% 20% 20 10% 0 0% 2000 2001 2002 2003 2004 2005 2006 2007 2008
  29. 29. Service Desk Story Staff Numbers Call Volumes (Thousands) # Applicatons Supported Planner satisfaction ("Good" +) Calls resolved at first point Calls resolved with knowledgebase Knowledge Re-Use120 100% 90%100 80% 70% 80 60% 60 50% 40% 40 30% 20% 20 10% 0 0% 2000 2001 2002 2003 2004 2005 2006 2007 2008
  30. 30. Service Desk Story Staff Numbers Call Volumes (Thousands) # Applicatons Supported Planner satisfaction ("Good" +) Calls resolved at first point Calls resolved with knowledgebase Knowledge Re-Use120 100% 90%100 80% 70% 80 60% 60 50% 40% 40 30% 20% 20 10% 0 0% 2000 2001 2002 2003 2004 2005 2006 2007 2008
  31. 31. Service Desk Story Staff Numbers Call Volumes (Thousands) # Applicatons Supported Planner satisfaction ("Good" +) Calls resolved at first point Calls resolved with knowledgebase Knowledge Re-Use120 100% 90%100 80% 70% 80 60% 60 50% 40% 40 30% 20% 20 10% 0 0% 2000 2001 2002 2003 2004 2005 2006 2007 2008
  32. 32. Service Desk Story Staff Numbers Call Volumes (Thousands) # Applicatons Supported Planner satisfaction ("Good" +) Calls resolved at first point Calls resolved with knowledgebase Knowledge Re-Use120 100% 90%100 80% 70% 80 60% 60 50% 40% 40 30% 20% 20 10% 0 0% 2000 2001 2002 2003 2004 2005 2006 2007 2008
  33. 33. Service Desk Story Staff Numbers Call Volumes (Thousands) # Applicatons Supported Planner satisfaction ("Good" +) Calls resolved at first point Calls resolved with knowledgebase Knowledge Re-Use120 100% 90%100 80% 70% 80 60% 60 50% 40% 40 30% 20% 20 10% 0 0% 2000 2001 2002 2003 2004 2005 2006 2007 2008
  34. 34. Service Desk Story Staff Numbers Call Volumes (Thousands) # Applicatons Supported Planner satisfaction ("Good" +) Calls resolved at first point Calls resolved with knowledgebase Knowledge Re-Use120 100% 90%100 80% 70% 80 60% 60 50% 40% 40 30% 20% 20 10% 0 0% 2000 2001 2002 2003 2004 2005 2006 2007 2008
  35. 35. Service Desk Story Staff Numbers Call Volumes (Thousands) # Applicatons Supported Planner satisfaction ("Good" +) Calls resolved at first point Calls resolved with knowledgebase Knowledge Re-Use120 100% 90%100 80% 70% 80 60% 60 50% 40% 40 30% 20% 20 10% 0 0% 2000 2001 2002 2003 2004 2005 2006 2007 2008
  36. 36. Service Desk Story Staff Numbers Call Volumes (Thousands) # Applicatons Supported Planner satisfaction ("Good" +) Calls resolved at first point Calls resolved with knowledgebase Knowledge Re-Use120 100% 90%100 80% 70% 80 60% 60 50% 40% 40 30% 20% 20 10% 0 0% 2000 2001 2002 2003 2004 2005 2006 2007 2008 IT Help Desk Service Desk
  37. 37. Call Backs Service Desk Story Av Talk Time Staff Numbers Call Volumes (Thousands) # Applicatons Supported Planner satisfaction ("Good" +) Calls resolved at first point Calls resolved with knowledgebase Knowledge Re-Use120 100% 90%100 80% 70% 80 60% 60 50% 40% 40 30% 20% 20 55% 10% Turnover 0 0% 2000 2001 2002 2003 2004 2005 2006 2007 2008 IT Help Desk Service Desk

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