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This is a presentation delivered to the Consortium for Service Innovation during a workshop held in September of 2007 in Dallas, TX with ATG (now Oracle). It highlighted the early successes and challenges encountered by the early adopters in Application Support & Services while implementing Knowledge Centered Support (KCS) and the lessons learned and shared as adoption of KCS grew throughout other internal organizations at Dell. Download the PowerPoint file and you'll also get the slide notes I used during this presentation, which offers some additional explanation & background info on the main points of each slide.
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Knowledge Centered Support
Lessons Learned from Application Support
09/10/2007
Information Technology
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Introductions
• Bryan “BJ” Hoffpauir – SCADA / Factory Automation Application Manager & Knowledge System Architect
Information Technology
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Management Perspectives
• Performance Metrics Alignment – Management and IC’s must BOTH incorporate KM metrics for success
• Create the Right Incentives – Don’t encourage bad behavior
• Adapt Metrics as Rollout Progresses – Metrics you use in the beginning of rollout will need to be modified over time.
• Set & Manage Expectations – KCS isn’t something you can “turn on” and expect success.
Information Technology
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Training & Change Management
• Planning for Success – Bring in stakeholders early to discuss how KCS will affect all user groups.
• Technical Change Management – Identifying integration opportunities with relevant IT Systems
• Process Change Management – Communication essential to preventing Fear, Uncertainty, and Doubt
• Training & Coaching – Start with Basic Usage Training, but must evolve. Coaches must be trusted and have respect of knowledge workers.
Information Technology
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Workflow & Security Architecture
• Developed New Philosophy towards knowledge & KM
• Workflow Design - should enable that articles are technically accurate, findable, and re-usable.
• Security Planning – Develop a Flexible model that can change over time. Take into account natural tendencies to hoard and silo knowledge.
Information Technology
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KCS Results
• 14%14% Increase in customer satisfaction Increase in customer satisfaction
• 32%32% Increase first ticket close rate Increase first ticket close rate
• 36%36% tickets deflected to web tickets deflected to web
• 44%44% Increase in employee satisfaction Increase in employee satisfaction
• 52%52% Decreased handle time (SA) Decreased handle time (SA)
• 60%60% Decreased problem escalations Decreased problem escalations
• 66%66% Decreased new hire training time Decreased new hire training time
• 85%85% Reduced average response time Reduced average response time
Information Technology
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Dell Results – Cimplicity Incident Counts
0:00:00
0:28:48
0:57:36
1:26:24
1:55:12
2:24:00
2:52:48
3:21:36
Cimplicity Sev 1 & 2 Incidents Time to Service Available
Cimplicity Other Source Overall
Cimplicity 2:00:19 1:28:45 1:28:36 1:01:32 0:46:41
Other Source 2:56:39 2:15:05 2:08:03 1:54:29 1:45:56
Overall 2:28:29 1:51:55 1:48:19 1:28:00 1:16:18
Q3 FY06 Q4 FY06 Q1 FY07 Q2 FY07 Q3 FY07
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Dell Results – Cimplicity SA Metrics
0
20
40
60
80
100
120
140
160
Cimplicity Sev 1 & 2 Incident Count
Cimplicity Other Source
Other Source 81 59 57 40 44
Cimplicity 75 9 25 16 15
Q3 FY06 Q4 FY06 Q1 FY07 Q2 FY07 Q3 FY07
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Dell Results – Cimplicity GSC Metrics
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
Feb Mar April May June July Aug Sept Oct
% Of Tickets Resolved by GSC Cimplicity Support
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Questions & Answers
