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While building proficiency in KCS, we need to expand our measures to include customer success with self-service, and business improvement opportunities.
- Build Proficiency Overview
- Indicators Of Proficiency
- Questions and Challenges
This is part three of a four-event series based on the KCS Adoption & Transformation Guide. Other events in the series:
Enjoy this conversation with Certified KCS Trainers and KCS Aligned Service Providers where we review resources for how to Build Proficiency (linked below!) and discuss common challenges shared by the community.
Recording
Build Proficiency Overview
Build Proficiency is a time to reinforce good Knowledge Worker habits and leverage captured knowledge for organizational learning.
Resources
>> A Field Guide for KCS Program Management (exclusive for Members)
Self-Service Success
Share as much as possible via self-service as quickly as possible! Key enablers:
- Findability
- Completeness (90/0)
- Access
- Navigation
- Marketing
Knowledge Domain Analysis (KDA)
- Monitor metrics
- Knowledge base quality & efficiency
- Evolve loop content
Expanding Measures
Drive business improvements based on article reuse. ASAP self-service = more meaningful insights!
The health and contribution of the support organization can no longer be measured solely inside of support!
Build Proficiency
Indicators Of Proficiency
Proficiency with KCS includes both team performance and new benefits that are unlocked by the valuable new habits.
Performance and Behavior Metrics
- KCS Activity Health
- Self-Service
- New vs. Known
Benefits and Outcomes
- Sustainability & Capacity
- Customer Success
- Employee Engagement
Knowledge Domain Analysis uncovers evidence of the benefits being generated by KCS. Sharing this evidence with leadership and knowledge workers sustains interest in the KCS activities.
KCS v6 KDA Guide – Introduction
Questions and Challenges
We asked the community:
What is a challenge or question you have related to the KCS Evolve Loop?
Certified KCS Trainers offered advice on these challenges in the recorded discussion.
Are We Evolve Looping Yet?
- When to start Evolve Loop
- Foundational elements to begin Evolve Loop
- Knowledge Domain Analysis examples
Measuring The Measuring
- Measuring ROI of KDE time / roles
- “How can I track KDA output more effectively so I can really show value?”
- “Getting resources”
Self-Service
- How to improve self-service with KCS
- Process and templates for Evolve Loop articles
- Measure self-service
- Communicating the importance of maintaining self-service
Organizational Learning
- “What is the best approach to making sense of all the data we have available?”
- “Prioritization of KDA efforts”
- “Effectively driving product improvement based on KCS data”
The multi-day, interactive KDA workshop covers key elements of the Evolve Loop practices and identifies opportunities for improvements in: KCS Solve Loop processes, high-value knowledge articles, self-service success, and business improvements (products, services, policies).
Knowledge Domain Analysis Workshop
The “Why” for Build Proficiency
- Leveraging the Knowledge Base – t’s time to start acting on what we are learning!
- Self-Service Success – move answers closer to the people requesting them – and stop using humans to answer known issues.
- Knowledge Domain Analysis Program – learn from captured knowledge, maintain momentum, and protect KCS health.
- Expanding the Measurement Model – highlight value beyond support.
- Indicators of Proficiency – to make sure we are building on the progress made when Adopting in Waves.
Source: The “Why” Behind Each Phase
Recent Adoption Guide Updates
How the KCS v6 Adoption Guide became the KCS v6 Adoption & Transformation Guide
KCS Training
Self-Paced & Instructor-Led from the only authorized certifying body for KCS.
Most Repeated KCS Advice
Consortium Member guidance for achieving celebration-worthy results