SESSION 209

Wednesday, May 10, 11:30am - 12:30pm Track: Support Center Optimization

Share Your Genius: Designing a Successful KCS Coaching Program Rochelle Porter Lead KCS Coach, Chick-fil-A rochelle.porter@accesscfa.com Tony Letts Senior Service Desk Manager, Chick-fil-A tony.letts@cfacorp.com Alan Wilson Lead KCS Coach, Chick-fil-A alan.wilson@cfacorp.com

Session Description You’ve started your Knowledge-Centered Support journey. Now what? To maximize your organization’s KCS investment and ensure long-term success, a robust coaching program is crucial―coaches champion organizational change and promote the behaviors that lead to effective KCS implementation. Led by Chick-fil-A staffers, this interactive session will take you through the steps needed to plan, launch, and track a top-notch KCS coaching program. You’ll leave with tangible takeaways, like coaching agreement templates, implementation timelines, scorecards, article quality indexes, and everything else you’ll need to immediately get started on a KCS coaching program in your organization.

Speaker Background Rochelle Porter is a lead KCS coach at Chick-fil-A. In this role, she helps service desk professionals improve existing knowledge articles, enhance their coaching skills, and increase their overall KCS proficiency. Rochelle received her MA in media studies from The New School and her BA in English from Rutgers University. Tony Letts is the senior service desk manager at Chick-fil-A. With more than twenty-one years of success in casting vision, developing actionable strategic plans, and re-engineering business processes, Tony is passionate about the customer service industry. He holds several HDI certifications including HDI Support Center Director and KCS Foundations, and is a certified KCS Coach. Alan Wilson is an innovative and passionate professional with career focus in IT and service desk environments. He has more than twenty years of industry experience with a strong emphasis in technical writing and knowledge management. Alan is certified in KCS Principles and KCS Coaching.

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Wild Wild West/Free-for-all at first:• Anyone could contribute knowledge• No vetting process• Articles often not found because they were written in

“IT-speak”• Articles too lengthy• No content standard

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• Chick-fil-A utilized a centralized, tightly controlled traditional knowledge engineering process was introduced in early 2014

• Article solutions were completed well after incidents were resolved

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We had to change:

• Consolidate Help Line staff

• Training analysts on a 2nd skill

• Expand technology platforms

• Provide 24/6 easy access to the right analyst

• Implement KCS

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• Multiple planning meetings needed to set goals• Determine proper technology to integrate incident and knowledge• Do not underestimate how long it may take

Different Committees:• Training• Quality/Metrics• Communications• Rewards and Recognition• Technology

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Image credit: Consortium for Service Innovation (http://www.serviceinnovation.org/kcs)

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• Determine proper technology to integrate incident and knowledge• Do not underestimate how long it may take• Coaching programs have technology needs, too• ServiceNow integration• Multiple sprint reviews

Multiple meetings to approve ServiceNow forms: • Contact (or Call)• Incident• Knowledge Article Template• Request and• Training

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• Path to KCS Coaching certification:• KCS Principles (HDI)• KCS Coaching (HDI)• ServiceNow / KCS (Chick-fil-A specific class)

• Path for analysts:• KCS Fundamentals (HDI)• ServiceNow / KCS (Chick-fil-A specific class)

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Quality / Metrics• Create standards and style guide• Merged elements of Chick-fil-A Corporate Style Guide with KCS• Determine what is critical and important when setting up criteria

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Communications:• WIIFM?• What does it mean to be a coach?• Why were you chosen?

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• Hold group functions to celebrate graduation to different KCS roles • Make it timely

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Too much change at once. We changed: • People structure• Systems• Process• Hierarchy

Think about technology for your coaching program:• Blend of manual and automated processes• Out-of-the-box vs. customized solutions

Finish your content standards

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This is a snapshot of the scorecard (or Article Quality Index) Chick-fil-A uses to evaluate KCS articles.

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This is an example of how Chick-fil-A integrates Knowledge and Incident in ServiceNow.

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Phase-specific milestones covers multiple areas (KCS Competency, Creation vs. Reuse, etc.)

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Close your eyes and picture a coaching situation they’ve experienced recently.

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• Consider shift schedules and personality types• Core communication style is the purpose of the BEST assessment

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• Basic estimates / recommendations• Leadership MUST allow analysts to have time off the phones for coaching

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Start the Coaching Process:• Welcome emails• Kickoff presentation• Coaching Agreement / goals• Provide expectations

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• Chick-fil-A Coaches Council task board in ServiceNow• Chick-fil-A SharePoint site

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May vary by organization

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AQI and KCS Competency must improve to move to the next phase of KCS (Proficiency)

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Lessons learned from Maintain phase:- Motivating coachees to stay engaged and follow best practices- Don’t be afraid to set term limits for coaches- Go slower and have potential coaches shadow experienced coaches to decide

whether coaching is for them

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Keys to success:• Operational leadership and support• The right technology for your coaching program• Engaged, excited coachees• Invite coaches who will be encouraging mentors, hold coachees accountable, and

support KCS demand• Enough time• Match coaches with the right coachees• Gather and present timely coaching data to coachees and leadership

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