Strategies for Strategies for Knowledge Knowledge

Management SuccessManagement Success

SCP Best Practices ShowcaseSCP Best Practices ShowcaseMarch 18, 2004March 18, 2004

AgendaAgenda

Intentional Knowledge ManagementIntentional Knowledge Management Getting from here to thereGetting from here to there Knowledge Workshop (Education)Knowledge Workshop (Education) Knowledge Certification Knowledge Certification

(Accountability)(Accountability) Counting the costCounting the cost

Intentional Knowledge Intentional Knowledge ManagementManagement

Knowledge Management TruthsKnowledge Management Truths Knowledge is the product of the support Knowledge is the product of the support

centercenter Managing knowledge is not a “nice to do” Managing knowledge is not a “nice to do”

thing but a “need to do” thingthing but a “need to do” thing Bandwidth to do knowledge work will be Bandwidth to do knowledge work will be

limitedlimited It is critical to use that time wisely (all It is critical to use that time wisely (all

knowledge creation work must add value)knowledge creation work must add value) You have to have a planYou have to have a plan

Knowledge Initiative OverviewKnowledge Initiative Overview

Knowledge Initiative Vision:Knowledge Initiative Vision:

The core work of the support center is the capture and The core work of the support center is the capture and re-use of knowledge to promote achievement of the re-use of knowledge to promote achievement of the company’s key goals. company’s key goals.

Program Objectives:Program Objectives: Drive business transformation from case-centered to Drive business transformation from case-centered to

knowledge-centeredknowledge-centered Place focus on process change instead of tool Place focus on process change instead of tool

implementationimplementation Engage all levels of the Support organizationEngage all levels of the Support organization Increase the likelihood of a sustainable knowledge effortIncrease the likelihood of a sustainable knowledge effort Promote consistency in processes, content and standardsPromote consistency in processes, content and standards Provide a standard measure for groups wanting to share Provide a standard measure for groups wanting to share

knowledge with customersknowledge with customers Provide accountabilityProvide accountability Certify the processes and content quality independent of the Certify the processes and content quality independent of the

tooltool

Knowledge Initiative PhasesKnowledge Initiative Phases

Planning for the Planning for the InitiativeInitiative

Knowledge Champion Knowledge Champion appointedappointed

Workshop attendance Workshop attendance Workshop deliverable Workshop deliverable

completioncompletion

Initiative kick-off heldInitiative kick-off held Workshop deliverables Workshop deliverables

executedexecuted Process and tool training Process and tool training

provided to Center provided to Center employees employees

Knowledge content Knowledge content building beginsbuilding begins

Process and tool Process and tool adoptionadoption

Regular use of Regular use of knowledge baseknowledge base

Many knowledge Many knowledge contributorscontributors

High quality of contentHigh quality of content Efficient review processEfficient review process

Continuous enhancement/ Continuous enhancement/ improvementimprovement

Rollout to customersRollout to customers Maintenance to ensure up-Maintenance to ensure up-

to-date and relevant to-date and relevant knowledgeknowledge

Use of product and customer Use of product and customer information gatheredinformation gathered

FoundationFoundation

BuildingBuilding

InternalInternal

PreparationPreparationValidationValidation

MaintenanceMaintenance

& Customer& Customer

AccessAccess

What to ExpectWhat to Expect

Level II

Level III

“Go Live” External

“Go Live” Internal

Pre-Workshop

Deliverables

Kick-off, PM Process

Training, Build and Audit

Assessment, Support &

Audit

KnowledgeKnowledge InitiativeInitiativeProcessProcess

7-14 Months7-14 Months

Secondary Training

Customer Access Prep

Level I

Workshop

Objectives:Objectives:

Process ChangesProcess Changes

Cultural ChangesCultural Changes

Business TransformationBusiness Transformation

TrainingTraining

30 – 60 Days

2-4 months

3-6 months

1-2 months

1 – 2 Weeks

Critical Success FactorsCritical Success Factors

ManagementManagement Clearly understand and communicate the benefits – Clearly understand and communicate the benefits –

eliminate/prevent misconceptions at the start eliminate/prevent misconceptions at the start Making decisions based on business objectives, not Making decisions based on business objectives, not

just technologyjust technology Maintain a long-term perspectiveMaintain a long-term perspective Establish a supportive performance management Establish a supportive performance management

systemsystem Develop and Develop and sustainsustain management buy-in and support management buy-in and support

at all levelsat all levels

WorkflowWorkflow Focused resources Focused resources Establish a cultural changeEstablish a cultural change Integrate knowledge activities as part of the core Integrate knowledge activities as part of the core

workflow workflow Focus on quality – the effort has to add valueFocus on quality – the effort has to add value Demonstrate and celebrate successDemonstrate and celebrate success

The Knowledge WorkshopThe Knowledge Workshop

Purpose Purpose Educate our Knowledge leaders regarding:Educate our Knowledge leaders regarding:

– What What we need to dowe need to do– Why Why we need to do itwe need to do it– HowHow we will do it we will do it– How to How to Measure SuccessMeasure Success– Who Who will do itwill do it

Provide focused time to develop plansProvide focused time to develop plans

AudienceAudience Support managersSupport managers Knowledge championsKnowledge champions

Transforming the BusinessTransforming the Business

Support strategies have evolved to improve customer service, Support strategies have evolved to improve customer service, employee satisfaction and company performanceemployee satisfaction and company performance

Successful support strategies require effective development and Successful support strategies require effective development and transfer of useful knowledgetransfer of useful knowledge

The knowledge solution becomes the point of leverageThe knowledge solution becomes the point of leverage

KnowledgeKnowledge is the common denominator. Solutions is the common denominator. Solutions are the main unit of value for the organization.are the main unit of value for the organization.

Focusing on knowledge requires a fundamental change in how Focusing on knowledge requires a fundamental change in how we work – it requires a business transformation to be we work – it requires a business transformation to be

successful.successful.

Knowledge Workshop Knowledge Workshop DeliverablesDeliverables

• Knowledge StrategyKnowledge Strategy• Risks/Obstacles Action PlanRisks/Obstacles Action Plan• Process Flow DiagramProcess Flow Diagram• Resource Identification and Resource Identification and

Transition Plan Transition Plan • Stakeholder Analysis and PlanStakeholder Analysis and Plan• Training Plan/MatrixTraining Plan/Matrix• Knowledge Domain AnalysisKnowledge Domain Analysis• Measurement PlanMeasurement Plan• Incentive PlanIncentive Plan• Communication PlanCommunication Plan• Implementation PlanImplementation Plan• Next Steps Four-Week Action Next Steps Four-Week Action

Plan Plan

Workshop Deliverable Workshop Deliverable DefinitionsDefinitions

Knowledge StrategyKnowledge Strategy – – Defines the vision, goals and Defines the vision, goals and objectives of the Knowledge Initiative (KI) for the organization.objectives of the Knowledge Initiative (KI) for the organization.

Risks/Obstacles Risks/Obstacles – – Defines what could go wrong and what Defines what could go wrong and what obstacles may arise. It also outlines preventative actions for the obstacles may arise. It also outlines preventative actions for the risks and contingency plans in case something does go wrong.risks and contingency plans in case something does go wrong.

Integrated Process Flow Integrated Process Flow – – Defines how the KM process will Defines how the KM process will be incorporated into current operating processes and procedures.be incorporated into current operating processes and procedures.

Resource Identification Resource Identification - - Identifies who will fill the major Identifies who will fill the major knowledge worker roles and outlines the plan for transitioning knowledge worker roles and outlines the plan for transitioning their current responsibilities.their current responsibilities.

Stakeholder AnalysisStakeholder Analysis – Identifies groups and individuals who – Identifies groups and individuals who will be impacted by the KI and the communication efforts required will be impacted by the KI and the communication efforts required for each.for each.

Workshop Deliverable Workshop Deliverable DefinitionsDefinitions

Training Plan Training Plan -- Defines what training will be conducted, who will Defines what training will be conducted, who will attend and how it will be delivered.attend and how it will be delivered.

Knowledge Domain Analysis Knowledge Domain Analysis – Defines the plan of attack for – Defines the plan of attack for building knowledge.building knowledge.

Measurement Plan Measurement Plan – Defines how the progress and success of – Defines how the progress and success of the KI will be assessed.the KI will be assessed.

Incentive PlanIncentive Plan – Outlines the incentives and rewards that may be – Outlines the incentives and rewards that may be used to promote buy-in to the business transformation being made.used to promote buy-in to the business transformation being made.

Communication Plan Communication Plan – Outlines initial communications for the – Outlines initial communications for the KI.KI.

Implementation PlanImplementation Plan – The plan detailing tasks, resources, – The plan detailing tasks, resources, milestones and deadlines for accomplishing the KI objectives.milestones and deadlines for accomplishing the KI objectives.

Next Steps Action Plan Next Steps Action Plan – The plan of activities for the next 4 – The plan of activities for the next 4 weeks for the Knowledge Champion and support center manager.weeks for the Knowledge Champion and support center manager.

Knowledge StrategyKnowledge Strategy

Purpose: Purpose:

To define what the future will look like with a knowledge-To define what the future will look like with a knowledge-centered support organization and how it supports centered support organization and how it supports achievement of your organization’s strategic objectives.achievement of your organization’s strategic objectives.

Objectives: Objectives: Ties Knowledge Management to strategic goalsTies Knowledge Management to strategic goals Defines a vision of the future and the goals to be achievedDefines a vision of the future and the goals to be achieved Serves as a basis for communicating the need for changeServes as a basis for communicating the need for change Provides a method for measuring successProvides a method for measuring success Provides a basis for project planningProvides a basis for project planning

Knowledge StrategyKnowledge Strategy

Knowledge Strategy Elements:Knowledge Strategy Elements:

Support Mission and VisionSupport Mission and Vision – what Support is here to do – what Support is here to do and what it wants to achieve in the futureand what it wants to achieve in the future

Vision – Vision – where we want to go, what we want to be, what where we want to go, what we want to be, what we want to achieve, what our future looks likewe want to achieve, what our future looks like

Strategic Objectives – Strategic Objectives – the specific results we plan to the specific results we plan to achieve through the Knowledge Initiative; should be clearly achieve through the Knowledge Initiative; should be clearly linked to organizational goalslinked to organizational goals

Benefits – Benefits – how achievement of the Knowledge Initiative how achievement of the Knowledge Initiative vision and objectives will help us - both as an organization vision and objectives will help us - both as an organization and as individualsand as individuals

Key Performance Indicators – Key Performance Indicators – what will tell us we are what will tell us we are achieving our strategic objectivesachieving our strategic objectives

Critical Processes – Critical Processes – major high-level activities that must major high-level activities that must be accomplished in order to achieve the strategic objectivebe accomplished in order to achieve the strategic objective

Knowledge Domain AnalysisKnowledge Domain Analysis

An analysis of the knowledge needs of the An analysis of the knowledge needs of the organization.organization.

Includes:Includes: Assessing knowledge strength and weaknessesAssessing knowledge strength and weaknesses Identifying where knowledge currently residesIdentifying where knowledge currently resides Determine what knowledge needs to be built whenDetermine what knowledge needs to be built when

– Assess criticality/impactAssess criticality/impact

– Volume of related casesVolume of related cases

– ComplexityComplexity

– PriorityPriority

Results in a plan of attack for building knowledge and Results in a plan of attack for building knowledge and making the most of your knowledge resources.making the most of your knowledge resources.

An on-going, continual process.An on-going, continual process.

Knowledge CertificationKnowledge Certification

Knowledge Initiative Vision:Knowledge Initiative Vision: The core work of the support center is the capture and The core work of the support center is the capture and re-use of knowledge to promote achievement of the re-use of knowledge to promote achievement of the company’s key goals.company’s key goals.

Program Objectives:Program Objectives: Drive business transformation from call-centered to Drive business transformation from call-centered to

knowledge-centeredknowledge-centered Place focus on process change instead of tool implementationPlace focus on process change instead of tool implementation Engage all levels of the Support organizationEngage all levels of the Support organization Increase the likelihood of a sustainable knowledge effortIncrease the likelihood of a sustainable knowledge effort Promote consistency in processes, content and standardsPromote consistency in processes, content and standards Provide a standard measure for groups wanting to share Provide a standard measure for groups wanting to share

knowledge with customersknowledge with customers Provide accountabilityProvide accountability Certify the processes and content quality independent of the Certify the processes and content quality independent of the

tooltool

Knowledge Certification Knowledge Certification ProcessProcess

Level I CertificationLevel I Certification

– – Foundation BuildingFoundation Building

Level II CertificationLevel II Certification

– – Internal Preparation Internal Preparation

Level III CertificationLevel III Certification

– – Validation Validation

Level IV CertificationLevel IV Certification

- Maintenance- Maintenance

Knowledge Certification Knowledge Certification ProcessProcess

Level I CertificationLevel I Certification – Foundation Building– Foundation Building

Objective: Objective: To ensure that all Support Centers are To ensure that all Support Centers are fully preparedfully prepared to succeed prior to formally to succeed prior to formally launching the Knowledge Initiativelaunching the Knowledge Initiative

Certification Elements:Certification Elements: Knowledge Champion appointedKnowledge Champion appointed Knowledge Workshop participationKnowledge Workshop participation Timely completion of Workshop deliverables Timely completion of Workshop deliverables Weekly Status Report completionWeekly Status Report completion

Knowledge Certification Knowledge Certification ProcessProcess

Level II CertificationLevel II Certification – Internal Preparation – Internal Preparation

Objective:Objective: To To validatevalidate that the Support Center is that the Support Center is fully preparedfully prepared to begin using the new processes to begin using the new processes and tool successfullyand tool successfully

Certification Elements:Certification Elements: Knowledge Initiative Kickoff Meeting is heldKnowledge Initiative Kickoff Meeting is held All Knowledge Workshop deliverables are All Knowledge Workshop deliverables are

executedexecuted Knowledge Training has been conducted for all Knowledge Training has been conducted for all

Knowledge WorkersKnowledge Workers Successful completion of content quality auditSuccessful completion of content quality audit

Knowledge Certification Knowledge Certification ProcessProcess

Level III CertificationLevel III Certification – Validation – Validation

Objective:Objective: To validate the To validate the adoptionadoption of the new of the new processes and tools by the Support Center and to processes and tools by the Support Center and to verify that the effort can be sustainedverify that the effort can be sustained

Certification Elements:Certification Elements: Successful completion of Knowledge Audit Successful completion of Knowledge Audit Survey of users shows positive perception of tools Survey of users shows positive perception of tools

& processes& processes Knowledge work has positively impacted 1-2 Knowledge work has positively impacted 1-2

targeted support metrics targeted support metrics

Knowledge Certification Knowledge Certification ProcessProcess

Level III Certification ElementsLevel III Certification Elements (cont) (cont)

Demonstrate that:Demonstrate that:• Knowledge is flowing into the system from a Knowledge is flowing into the system from a

variety of sourcesvariety of sources• Knowledge is being efficiently processedKnowledge is being efficiently processed• Knowledge is being used by a large majority of Knowledge is being used by a large majority of

the user populationthe user population• Knowledge workers have dedicated time for Knowledge workers have dedicated time for

knowledge workknowledge work• Knowledge work is not isolated to a low % of Knowledge work is not isolated to a low % of

Support Center staffSupport Center staff

Knowledge Certification Knowledge Certification ProcessProcess

Level IV Certification Level IV Certification – Maintenance– Maintenance

Objective: Objective: To ensure the knowledge content is To ensure the knowledge content is continually evaluated and continually evaluated and maintainsmaintains a high level a high level of quality and effectiveness.of quality and effectiveness.

Certification Elements:Certification Elements: Successful completion of Knowledge AuditSuccessful completion of Knowledge Audit Backlog of non-reviewed content meets standardsBacklog of non-reviewed content meets standards

Questions?Questions?

Thank you!Thank you!