The document discusses Best Practice Knowledge Management (BPKM) and emphasizes the importance of a structured approach to managing knowledge within organizations. It highlights key elements such as creating a vision, fostering collaboration over heroism, and implementing effective communication strategies to enhance service excellence. Additionally, it outlines the process of knowledge creation and maintenance, advocating for self-service and proactive problem management to improve efficiency.

1. Shift Left – With Best Practice
Knowledge Management
Hannah Price

2. Dealing in tangibles

3. Production
Line
thinking

4. Non tangible

6. Best Practice Knowledge
Management

7. What is
BPKM
Implement Measure Lead Results

8. Best Practice Knowledge Management
Knowledge Centred Support
http://www.serviceinnovation.org/kcs/
Abundance is key!
Many to many

9. Many to Many

10. What is
BPKM
Implement Measure Lead Results

11. Process
Create an incident
Search the
knowledge base
Use the
knowledge item
Close the
incident
Solve or escalate
Close the incident
Add to knowledge
base
Edit
Found the
answer?
Correct?
No
No
Yes
Yes

12. Simplicity is key
- Make a template
- Structure
- Describes content
- Gives examples

13. WIIFM
- Reduction in durations
- Reduction in repetitive tasks
- Saves time
- Proactive processes enabled
- Projects
- Problem management

14. What is
BPKM
Implement Measure Lead Results

15. Content Health
• Uniqueness
• Complete
• Clarity
• Title reflects article
• Links valid
• Metadata correct

16. Assessing Value
• Reuse
• Reference
• Feedback

17. Measurements to avoid
- Number of Knowledge articles created
- Number of Knowledge articles modified
Goals based on activities will corrupt your knowledge base

18. Heroes vs. Collaborators

19. What is
BPKM
Implement Measure Lead Results

20. Create a Vision
Vision is closely tied to Motivation
A vision should include:
- A compelling purpose
- Approach
- Values

21. Promoting team work
Avoid hero mentality and target practice
Leadership should:
- Reward team goals and collaboration
- Promote trust between employees
- Turn heroes into collaborators

22. Communication
Create a Communication plan
- Vision
- WIIFM
- Timeline
- Voice

23. What is
BPKM
Implement Measure Lead Results

24. Shift Left
Costs
Average solution time
Customer 1st line 2nd line 3rd line
Shift capacity to
resolve to
front office
Shift capacity to
resolve to 2nd line
Shift capacity to
resolve to customer
(e.g. SSP)
Optimize
use of
self-service
Eliminate
waste calls

25. Service Excellence

26. What is
BPKM
Implement Measure Lead Results
Summary

27. Further reading
• Book: Collective Wisdom –
Transforming Support through
Knowledge
• KCS® – Knowledge Centred Service
• https://library.serviceinnovation.org/KCS
• TOPdesk resources

28. Thank you for listening
Hannah Price
h.price@topdesk.com