FY07 KICKOFF

The Benefits of Superior Knowledge ManagementPerry Kelly

Agenda

• The Next Support Value Proposition

• What do our Customer want

• Knowledge Centered Support - KCS – What is it?

• Out Pilot

• The Good, The Bad, The Ugly

The Next Value Proposition!

• Not a new System

• Not a new Technology

• Not a Process

It’s about SHARING KNOWLEDGE

CULTURE CHANGE

SUPPORTCENTER

Our Customers

<5%

SELF HELPCOMMUNITY

CONVERSATIONS

95%

CUSTOMER EXCEPTIONS

The Business

What is KCS

Traditional Model New CultureHording Sharing

Knowing Learning

Activities Results

Escalation Collaboration

Author Shared Ownership

Individual Team

Knowledge Backlog Immediate Availability

Quantity Quality

Customer Solution Creating Sharable Knowledge

Individual Problems Capturing Knowledge

Solving a Case is a by-product of KCS

It’s all about sharing

What is KCS

#1 Searching

#2 Creating

#3 Augment

#4 Flag It

Success Criteria

• Participation – “Attachment Rate”

• Re-Use

• Quality Knowledge - REWARD

• Documents Improved

• Time to Publish

Transition to KCS

• Not Easy

• Culture Change

• Results can be Profound

• BREAKTHROUGH

• The Focus is Knowledge not the “Case”

• “Content is KING”

• Requires Strong Leadership not Strong Management

• More important to create the knowledge

• Eventually it will involve our whole Organization

Pilot Project Overview

• Small focused group

• 12 Analysts and 9 coaches

• Pilot original duration – 4 months:

• Dec 1 – Mar 31 in NA

• Jan 1 – Apr 30 in EU

• Measure success: metrics, interviews. observations

Results and Trends

Document Attach Rate: KCS [ KCS Pilot Members ]

0

200

400

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800

1000

1200

Month

Cas

es

0.00%

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30.00%

40.00%

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60.00%

% A

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ate

Cases: KCS DocAttach: KCS % Attach KCS Average

Results and Trends

Document Attach Rate - KCS[ KCS Pilot members ]

0

200

400

600

800

1000

1200

2005/Nov  2005/Dec  2006/Jan  2006/Feb  2006/Mar 

Month

Cas

es

0.00%

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20.00%

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40.00%

50.00%

60.00%

% A

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ate

Cases: KCS DocAttach: KCSAverage % Attach KCS

Average – 42%

Highest – 76.55 %

Lowest – 1.84%

Results and Trends

Document Attach Rate - KCS BootCampers[ New employees w ith KCS BootCamp tra ining ]

0

500

1000

1500

2000

2500

3000

2005/Nov  2005/Dec  2006/Jan  2006/Feb  2006/Mar 

Month

Cas

es

0.00%

10.00%

20.00%

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40.00%

50.00%

60.00%

% A

ttac

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ate

Cases:KCS Bootcampers DocAttach: KCS Bootcampers

Average % Attach Bootcampers

Results and Trends

Document Attach Rate - Non KCS[ GCS Analysts excluding KCS Pilot members & New

employees w ith KCS BootCamp tra ining ]

0

2000

4000

6000

8000

10000

2005/Nov  2005/Dec  2006/Jan  2006/Feb  2006/Mar 

Month

Cas

es

0.00%

2.00%

4.00%

6.00%

8.00%

10.00%

12.00%

% A

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ate

Cases: NonKCS DocAttach: NonKCS

Average % Attach NonKCS

The Good

• Growing interest amongst analysts

• KCS participants are approached by peers

• Requests for KCS@Cognos training

• Easier to close cases

• Better quality KB docs

• Do analysts really believe in KCS?

I think this could be very successful and to be honest support needs a change like this in order to be successful in the future.

KCS is great if we are able to do a successful rollout. If everybody (Support specialist, customer and development) is working in this way, we can get great benefits from KCS.

I understand the idea behind the methodology and I think it is good.

• KCS participants KB attach rate more than double the rate

The Bad

• Very difficult to change habits – KCS requires a shift in culture

• Constant pressure to close cases

• Speed of perceived impact of KCS: Need long-term commitment

• Our current technology is a barrier

……and The Ugly

What are the Possibilities

• 60% Improvement in Case Resolution

• 50% Increase in first call resolution

• 50% Improved performance

• 70% Increase in time to efficiency

• 50% – 80% Case Deflection

• 35% Improvements in Employee Retention

• 1st Day Close of 65%+

• Average case closure drop in half

• Increased Customer Satisfaction

• 95% Support Revenue Retention

• Quality

• Funded New Support Programs