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Sharing knowledge is a super power
The document discusses the importance of knowledge sharing in service management, emphasizing its role in problem solving and service efficiency. It introduces the KCS (Knowledge-Centered Service) methodology, which focuses on capturing, structuring, reusing, and improving knowledge within service environments. The presentation encourages a collaborative culture of knowledge sharing among staff to enhance service delivery and customer support.
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Sharing knowledge is a super power
- 1. TOPdesk on TourTOPdesk on Tour Sharing knowledge is a super power
- 2. TOPdesk on Tour Karstvan Keijzerswaard Service Management Consultant, TOPdesk
- 3. TOPdesk on Tour •Educational Scientist • Teacher • Service management consultant
- 4. TOPdesk on TourTOPdesk on Tour Looking into knowledge Some things you should know about knowledge
- 5. TOPdesk on Tour Whatyou should know… “…Everything is on the internet, right? “Right…, everything is on the internet”
- 6. TOPdesk on Tour Knowledge& skills Let me tell you about this Dutch professor Adriaan de Groot “Thought and Choice in Chess (1946)”
- 7. TOPdesk on Tour Expertvs Novice An expert “knows” where to look • If the rules of the game are followed
- 8. TOPdesk on Tour Knowledge& skills
- 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. 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. TOPdesk on Tour Shiftleft (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. TOPdesk on TourTOPdesk on Tour Knowledge Centered Support A knowledge practice for your Servicedesk
- 13. TOPdesk on Tour Themethodology KCS® = Knowledge Centered Service Developed in 1992 by: Consortium for Service Innovation For every knowledge intensive environmentThe way to solve calls
- 14. TOPdesk on Tour KCSmethodology Capture Structure Reuse Improve Content Health Process Integration Performance Assessment Leadership & Communication Evolve Solve Source: KCS® Double Loop process
- 15. TOPdesk on Tour Capture Structure Reuse Improve ContentHealth Process Integration Performance Assessment Leadership & Communication Evolve Solve KCS methodology Source: KCS® double loop process
- 16. TOPdesk on Tour KCSsolve 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. TOPdesk on Tour Basicprinciples • Demand driven • Just enough information • Continuous improvement • Everyone is responsible • Knowledge system = collective memory
- 18. TOPdesk on Tour WhenI 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. TOPdesk on TourTOPdesk on Tour Get your stuff in place
- 20. TOPdesk on Tour Getyour stuff in place
- 21. TOPdesk on Tour Getyour 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. TOPdesk on Tour Getyour stuff in place: process • Integrate knowledge management in every single call • Make your knowledge base a priority
- 23. TOPdesk on Tour Getyour stuff in place: People • Sharing isn’t a choice • Work together • Share responsibilities • Constructing knowledge is an active practice
- 24. TOPdesk on TourTOPdesk on Tour So let’s wrap it up
- 25. TOPdesk on Tour KCSmethodology Capture Structure Reuse Improve Content Health Process Integration Performance Assessment Leadership & Communication Evolve Solve Source: KCS® Double Loop process
- 26. TOPdesk on Tour Capture Structure Reuse Improve ContentHealth Process Integration Performance Assessment Leadership & Communication Evolve Solve KCS methodology Source: KCS® double loop process
- 27. TOPdesk on TourTOPdesk on Tour What did you learn? Did I tell you I was a teacher? Quiz!
- 28. TOPdesk on TourTOPdesk on Tour Thank you for attending Please join me at the round table for further discussion
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- 30. TOPdesk on TourTOPdesk on Tour
- 31. TOPdesk on TourTOPdesk on Tour Thank you for attending View this presentation online