The KCS sm Brief Knowledge-Centered Support Consortium for Service Innovation Greg Oxton.

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  • The KCSsm Brief

    Knowledge-Centered SupportConsortium for Service InnovationGreg Oxton

    Consortium for Service Innovation www.serviceinnovation.org

  • What is the Consortium?An Alliance of Support OrganizationsMember fundedNot for profitVendor neutralFocused on addressing the challenges that face Customer ServiceRising costsDeclining customer satisfactionThroughInnovation, R & DBusiness strategiesCross industry perspectives

    Consortium for Service Innovation www.serviceinnovation.org

  • Board of DirectorsLaVeta Gibbs CiscoRob Schauble - HPLori Brownell MicrosoftMike Lyons - Novell Brad Smith OpenwaveMike Runda - IntuitBob Barnes JPMorganChaseGreg Oxton the Consortium

    Consortium for Service Innovation www.serviceinnovation.org

  • The Evolution of KCSStarted in 1992 with simple premiseCapture, structure, reuse support knowledge12+ years of evolution/investmentCollective thinking, collective experienceEarly adopters; 3Com, Microsoft, Compaq, Tandem, Attachmate, QAD, NortelCollective investment on the development of KCS methodology $45.7M (estimate, not including technology costs)Collective benefit in cost savings - $2B (estimate)

    Consortium for Service Innovation www.serviceinnovation.org

  • Knowledge-Centered Support Is the EffectiveSolutionsCaptureStructureReuseOf Support Knowledge in the problem Solving Process

    Consortium for Service Innovation www.serviceinnovation.org

  • What isKnowledge-Centered Support?KCS is a methodology (not a technology)A set of practices and processes that focuses on knowledge as a key asset of the support organization. KCS seeks to: Create JIT content as a by-product of solving problems Evolve content based on demand and usage Develop a KB of our collective experience to-date Reward learning, collaboration, sharing and improving

    Consortium for Service Innovation www.serviceinnovation.org

  • KCS Processes

    Consortium for Service Innovation www.serviceinnovation.org

  • KCS ProcessesThe Solve LoopCapture in WorkflowCustomer contextStructure for ReuseConsistent structure, templates, style guideSearching is CreatingSearch Early, Search OftenJust in Time Solution QualityUse It, Flag It, Fix It, Add It (UFFA)

    Consortium for Service Innovation www.serviceinnovation.org

  • Content is King!KCS seeks to create content that is good enough to be findable, and usable by a target audienceWe call the collection of information a solutionA solution is more than the answer or fixProblem/questionEnvironmentFix/answerInformation/meta dataSolutions have a life cycle, they go through different states

    Consortium for Service Innovation www.serviceinnovation.org

  • KCS SolutionsA Simple StructureIncident/call recordCustomer called about a problem installing a NIC. Cannot get the system to recognize the NIC after reboot. Did not order the card from us, it is a 3Com NIC. Reviewed network settings and could not find anything wrong. Customer has meeting and would like a call back tomorrow am. Talked to Bob about NIC card problem, he is running Win 98 on a Cpaq-P and he needs the latest driver for Win 98. Bob asked to leave the call open until he downloads driver. Solution

    Problem: Install network card Network card not recognized

    Environment:3Com network card, model 300XWindows 98Compaq Presario

    Fix: 1. Download latest driver for Network Card 300X from 3Comwww.3com.com/drvrs/NIC2. Follow the installation instruction on the 3Com site.

    Consortium for Service Innovation www.serviceinnovation.org

  • KCS is a Risk Management SystemCan we create a knowledgebase That capitalizes on our collective experience and interactionsAnd minimizes the risk, knowing knowledge is:Not 100% accurateNot completeNot static, constantly changingAnd, validated through use

    Consortium for Service Innovation www.serviceinnovation.org

  • KCS Processes

    Consortium for Service Innovation www.serviceinnovation.org

  • KCS ProcessesThe Evolve LoopWorkflowIncident management integrated with knowledge managementReal-time solution creationFunctions at the speed of conversation

    Consortium for Service Innovation www.serviceinnovation.org

  • KCS ProcessesThe Evolve LoopContent VitalityWell-defined content structureWell-defined workflowWIP, Draft, Approved, PublishedSolution Quality IndexReview through use

    Consortium for Service Innovation www.serviceinnovation.org

  • KCS ProcessesThe Evolve LoopPerformance AssessmentProficiency-Based Licensing Model KCS I, KCS II, KCS IIIValue-based AssessmentKnowledge Re-useRolesKCS Coaches, Knowledge Domain Administrator, Management

    Consortium for Service Innovation www.serviceinnovation.org

  • KCS ProcessesThe Evolve LoopLeadershipVisionStrategic DirectionBusiness Alignment

    Consortium for Service Innovation www.serviceinnovation.org

  • Quality Management in Inherent in the ProcessesContent standardClear and usableWith examplesProficiency-based licensing modelSolution quality samplingBased on content standardFeedback to usersBroad-based performance assessmentJust-in-time performance assessmentCulture change: collective ownershipUse it, flag it, or fix it

    Consortium for Service Innovation www.serviceinnovation.org

  • Individual Radar ChartA Value Footprint

    Consortium for Service Innovation www.serviceinnovation.org

    Chart1

    Sheet1

    FoodGasMotel

    Jan121710

    Feb171121

    Mar222914

    Apr141017

    May121710

    Jun191520

    Hector

    1.11251

    1.21052631581

    1.41666666671

    1.57142857141

    1.4751

    1.051

    Hector

    Team/Goal

    Kim

    0.8751

    0.68421052631

    1.41666666671

    0.57142857141

    0.751

    1.051

    Kim

    Team/Goal

    Hector area

    1.1125

    1.2105263158

    1.4166666667

    1.5714285714

    1.475

    1.05

    Goal or team avg

    Kim area

    0.875

    0.6842105263

    1.4166666667

    0.5714285714

    0.75

    1.05

    Goal or team avg

    Kim

    Hector area trend

    10.981.1125

    1.11.11.2105263158

    1.251.11.4166666667

    1.41.451.5714285714

    1.351.21.475

    1.11.21.05

    Goal or team avg

    Jan

    Feb

    March

    Kim area trend

    0.8750.780.85

    0.68421052630.80.75

    1.41666666671.31.1

    0.57142857140.50.5

    0.750.690.71

    1.0511.1

    Goal or team avg

    March

    Feb

    Jan

    Hector radar trend

    1.11250.981

    1.21052631581.11.1

    1.41666666671.11.25

    1.57142857141.451.4

    1.4751.21.35

    1.051.21.1

    March

    Feb

    Jan

    Team Mgr radar

    0.981

    1.21

    0.851

    11

    0.91

    March

    Goal

    Team/Manager

    Team mgr area

    0.981

    1.21

    0.851

    11

    0.91

    March

    Goal

    Data

    HectorTeam/GoalHectorTeam Avg

    Avg Cases Handled1.1118.98

    Avg TTR1.2111519

    Participation Rate1.4218560

    Citations1.5715.53.5

    Solution quality1.48199.590Team goal

    Customer Sat1.0519190Team goal

    KimTeam/GoalKimTeam Avg

    Avg Cases Handled0.88178Avg cases handel/month

    Avg TTR0.6812519Time to relief

    Participation Rate1.4218560% of cases closed with solution in KB (new or reused)

    Citations0.57123.5# per month

    Solution quality0.7518590Team goal

    Customer Sat1.0519190Team goal

    Hector trendMarchFebJan

    Avg Cases Handled1.110.981

    Avg TTR1.211.11.1

    Participation Rate1.421.11.25

    Citations1.571.451.4

    Solution quality1.481.21.35

    Customer Sat1.051.21.1

    Kim trendMarchFebJan

    Avg Cases Handled0.880.780.85

    Avg TTR0.680.80.75

    Participation Rate1.421.31.1

    Citations0.570.50.5

    Solution quality0.750.690.71

    Customer Sat1.0511.1

    Team/ManagerMarchGoal

    Customer loyalty0.981

    Employee loyalty1.21

    Collab. health index0.851

    Cost as % of revenue11

    Cust web success0.91

    Team/ManagerMarchFebJan

    Customer loyalty

    Employee loyalty

    Cust web success

    Cost% of revenue

    Collab. health index

    Sheet2

    Sheet3

  • Individual Radar ChartA Value Footprint

    Consortium for Service Innovation www.serviceinnovation.org

    Chart1

    Sheet1

    FoodGasMotel

    Jan121710

    Feb171121

    Mar222914

    Apr141017

    May121710

    Jun191520

    Hector

    1.11251

    1.21052631581

    1.41666666671

    1.57142857141

    1.4751

    1.051

    Hector

    Team/Goal

    Kim

    0.8751

    0.68421052631

    1.41666666671

    0.57142857141

    0.751

    1.051

    Kim

    Team/Goal

    Hector area

    1.1125

    1.2105263158

    1.4166666667

    1.5714285714

    1.475

    1.05

    Goal or team avg

    Kim area

    0.875

    0.6842105263

    1.4166666667

    0.5714285714

    0.75

    1.05

    Goal or team avg

    Kim

    Hector area trend

    10.981.1125

    1.11.11.2105263158

    1.251.11.4166666667

    1.41.451.5714285714

    1.351.21.475

    1.11.21.05

    Goal or team avg

    Jan

    Feb

    March

    Kim area trend

    0.8750.780.85

    0.68421052630.80.75

    1.41666666671.31.1

    0.57142857140.50.5

    0.750.690.71

    1.0511.1

    Goal or team avg

    March

    Feb

    Jan

    Hector radar trend

    1.11250.981

    1.21052631581.11.1

    1.41666666671.11.25

    1.57142857141.451.4

    1.4751.21.35

    1.051.21.1

    March

    Feb

    Jan

    Team Mgr radar

    0.981

    1.21

    0.851

    11

    0.91

    March

    Goal

    Team/Manager

    Team mgr area

    0.981

    1.21

    0.851

    11

    0.91

    March

    Goal

    Data

    HectorTeam/GoalHectorTeam Avg

    Avg Cases Handled1.1118.98

    Avg TTR1.2111519

    Participation Rate1.4218560

    Citations1.5715.53.5

    Solution quality1.48199.590Team goal

    Customer Sat1.0519190Team goal

    KimTeam/GoalKimTeam Avg

    Avg Cases Handled0.88178Avg cases handel/month

    Avg TTR0.6812519Time to relief

    Participation Rate1.4218560% of cases closed with solution in KB (new or reused)

    Citations0.57123.5# per month

    Solution quality0.7518590Team goal

    Customer Sat1.0519190Team goal

    Hector trendMarchFebJan

    Avg Cases Handled1.110.981

    Avg TTR1.211.11.1

    Participation Rate1.421.11.25

    Citations1.571.451.4

    Solution quality1.481.21.35

    Customer Sat1.051.21.1

    Kim trendMarchFebJan

    Avg Cases Handled0.880.780.85

    Avg TTR0.680.80.75

    Participation Rate1.421.31.1

    Citations0.570.50.5

    Solution quality0.750.690.71

    Customer Sat1.0511.1

    Team/ManagerMarchGoal

    Customer loyalty0.981

    Employee loyalty1.21

    Collab. health index0.851

    Cost as % of revenue11

    Cust web success0.91

    Team/ManagerMarchFebJan

    Customer loyalty

    Employee loyalty

    Cust web success

    Cost% of revenue

    Collab. health index

    Sheet2

    Sheet3

  • KCS is not something we do in addition to solving problems

    KCS becomes the way we solve problems

    Consortium for Service Innovation www.serviceinnovation.org

  • You Know you are Doing KCS When . . . % of problems handled as known doubles Overall time to resolve drops by 30-50% (until known issues are available on the web)New people become productive in 25% of the time it used to takeSupport agents have confidence in handling a broader set of issuesSupport analysts morale is at an all time highTurn over rate is at an all time lowAnalysts dont tolerate their peers messing up the KBWe can give development substantiated and actionable recommendations for improvements based on the customer experience

    Consortium for Service Innovation www.serviceinnovation.org

  • Keys to Successful AdoptionStrategic frameworkContent vitality findable, usable solutionsIdentify KCS Roles and Responsibilities (licensing metaphor), CoachingWorkflow/process mapTechnology functionality and integration Performance assessmentLeadershipCommunications planAdoption roadmap

    Consortium for Service Innovation www.serviceinnovation.org

  • The Consortium for Service Innovationwww.serviceinnovation.orgGreg Oxtongoxton@serviceinnovation.org+1.650.596.0772

    Consortium for Service Innovation www.serviceinnovation.org

  • Right to use with AttributionSCOPE. THIS LICENSE GOVERNS THE USE OF THE CONSORTIUM FOR SERVICE INNOVATIONS (CSI) WORK TITLED KCS PRACTICES GUIDE V4.0 (THE METHODOLOGY). THE METHODOLOGY IS PROTECTED BY COPYRIGHT AND OTHER APPLICABLE LAW. ANY USE, REPRODUCTION, DISTRIBUTION OR MODIFICATION OF THE METHODOLOGY OTHER THAN AS AUTHORIZED UNDER THIS LICENSE IS PROHIBITED. BY MAKING ANY USE OF THE METHODOLOGY OR EXERCISING ANY RIGHTS HEREUNDER, YOU ACCEPT AND AGREE TO BE BOUND BY THE TERMS AND CONDITIONS OF THIS LICENSE. LICENSE. SUBJECT TO THE TERMS AND CONDITIONS OF THIS LICENSE, CSI GRANTS YOU A LIMITED, NON-EXCLUSIVE LICENSE TO REPRODUCE THE METHODOLOGY AND DISTRIBUTE COPIES OF THE METHODOLOGY ON ITS OWN OR AS COMBINED WITH OTHER MATERIALS OR INFORMATION. YOU MUST NOT CHARGE FEES FOR COPIES OF THE METHODOLOGY, EXCEPT THAT YOU MAY CHARGE FOR THE REASONABLE COST OF REPRODUCTION IN THE APPLICABLE MEDIUM. YOU MAY REPRODUCE AND DISTRIBUTE THE METHODOLOGY AS SET FORTH ABOVE IN WHOLE OR IN EXCERPTED FORM, PROVIDED THAT NO EXCERPT MAY BE LESS THAN AN ENTIRE TECHNIQUE AND THAT EACH TECHNIQUE INCLUDED IN AN EXCERPT IS REPRODUCED IN ITS ENTIRETY. YOU MAY NOT MAKE ANY CHANGES TO THE METHODOLOGY. ALL RIGHTS NOT EXPRESSLY GRANTED BY CSI ARE HEREBY RESERVED TO CSI.NOTICES; RESTRICTIONS. EACH COPY OF THE METHODOLOGY THAT YOU MAKE, IN WHATEVER MEDIA OR FORMAT, MUST REPRODUCE WITHOUT CHANGE ALL COPYRIGHT AND OTHER PROPRIETARY NOTICES ON THE METHODOLOGY, INCLUDING THIS LICENSE. YOU MUST ALSO PROVIDE ATTRIBUTION TO CSI BY PROMINENTLY DISPLAYING THE FOLLOWING STATEMENT ON EACH COPY: KCS WAS DEVELOPED BY THE CONSORTIUM FOR SERVICE INNOVATION, WWW.SERVICEINNOVATION.ORG. YOU MUST INCLUDE THE FOLLOWING IN THE FOOTER OF EACH GRAPHIC OR SLIDE YOU USE FROM THE METHODOLOGY: CONSORTIUM FOR SERVICE INNOVATION, WWW.SERVICEINNOVATION.ORG, YOU MAY NOT OFFER OR IMPOSE ANY TERMS ON THE METHODOLOGY THAT ALTER OR RESTRICT THE TERMS OF THIS LICENSE OR ANY RECIPIENTS EXERCISE OF THE RIGHTS GRANTED HEREUNDER. YOU MAY NOT USE THE METHODOLOGY OR EXERCISE ANY RIGHT UNDER THIS LICENSE IN ANY MANNER THAT IS MISLEADING OR INCONSISTENT WITH THE PRINCIPLES AND PRACTICES DESCRIBED IN THE METHODOLOGY. INDEMNIFICATION. YOU SHALL INDEMNIFY, DEFEND AND HOLD HARMLESS CSI FROM AND AGAINST ANY AND ALL LOSSES, LIABILITIES, DAMAGES, COSTS AND EXPENSES (INCLUDING ATTORNEYS FEES AND OTHER LEGAL COSTS) INCURRED OR SUFFERED BY CSI IN CONNECTION WITH ANY CLAIMS, ACTIONS OR PROCEEDINGS ARISING OUT OF OR RELATING TO YOUR USE OF THE METHODOLOGY, OTHER THAN ANY CLAIMS ACTIONS OR PROCEEDING TO THE EXTENT ALLEGING THAT CONTENT OF THE METHODOLOGY AS ORIGINALLY MADE AVAILABLE TO YOU BY CSI INFRINGES ANY INTELLECTUAL PROPERTY RIGHTS OF ANY THIRD PARTY. REPRESENTATIONS, WARRANTIES AND DISCLAIMER. THE METHODOLOGY IS MADE AVAILABLE TO USE AS IS AND WITHOUT WARRANTY OF ANY KIND. CSI SPECIFICALLY DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION, WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT. CSI DOES NOT WARRANT THAT THE METHODOLOGY WILL MEET YOUR REQUIREMENTS OR IS COMPLETE, ACCURATE OR ERROR-FREE. YOU SHALL NOT MAKE ANY REPRESENTATIONS OR WARRANTIES ON BEHALF ON CSI.LIMITATION ON LIABILITY. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW: IN NO EVENT SHALL CSI BE LIABLE FOR ANY DAMAGES WHATSOEVER, WHETHER DIRECT, INDIRECT, CONSEQUENTIAL, SPECIAL, OR INCIDENTAL DAMAGES, INCLUDING WITHOUT LIMITATION, DAMAGES FOR LOSS OF BUSINESS PROFITS, BUSINESS INTERRUPTION, OR OTHER PECUNIARY LOSS, IN ANY WAY ARISING OUT OF OR RELATED TO THE METHODOLOGY OR THIS LICENSE, EVEN IF CSI HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. TERMINATION. THIS LICENSE AND THE RIGHTS GRANTED HEREUNDER WILL TERMINATE AUTOMATICALLY IF YOU BREACH THIS LICENSE IN ANY WAY. SECTIONS 4, 5, 6, 7 AND 8 SHALL SURVIVE ANY TERMINATION OF THIS LICENSE. GENERAL. THIS LICENSE SHALL BE GOVERNED BY THE LAWS OF THE STATE OF CALIFORNIA, WITHOUT REGARD TO ITS CONFLICT OF LAWS PRINCIPLES. YOU AGREE THAT SAN FRANCISCO COUNTY, IN THE STATE OF CALIFORNIA, SHALL BE THE EXCLUSIVE AND PROPER FORUM FOR ANY ACTION OR PROCEEDING BROUGHT UNDER THIS AGREEMENT. YOU ACCEPT THE PERSONAL JURISDICTION OF SUCH COURTS. WAIVER OF A BREACH OF OR RIGHT HEREUNDER WILL NOT CONSTITUTE A WAIVER OF ANY OTHER OR SUBSEQUENT BREACH OR RIGHT. IF ANY PROVISION HEREIN S...

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