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Capturing and reusing collective experience creates value, but sustaining value requires maintenance and showing knowledge workers the impact of their contributions.
This guidance includes:
- Optimize and Innovate – Opportunities
- Indicators of Optimization
- Visibility to Impact
This is part four of a four-event series based on the KCS Adoption & Transformation Guide. Other events in the series:
- Plan and Design
- Resources to make KCS successful in your organization
- Common adoption and buy-in challenges
- Adopt in Waves
- Training (for both management and knowledge workers)
- Coaching programs
- Iterative improvement, including technology updates
- Build Proficiency
- Self-service success & Knowledge Domain Analysis (KDA)
- Measurement models & ROI
- Sustaining KCS momentum
Enjoy this conversation about Optimize & Innovate with Thomas Fuhriman, Knowledge Management Consultant for CATALYNK, David Kay, Principal for DB Kay & Associates, and Kelly Murray, Chief Engagement Officer for Consortium for Service Innovation.
They focus on continuous improvement, KCS program maintenance, and providing visibility to knowledge workers on the impact of their contributions as organizations mature their KCS programs.
Organizations that have implemented KCS are uniquely positioned to harness the power of AI.
Knowledge-Powered AI
Optimize and Innovate – Opportunities
Once the organization has Built Proficiency, the groundwork has been laid to Optimize and Innovate.
Continuous Improvement
- Monitoring and maintenance
- Iterate and evolve as needed!
- Enhance integrations
Advanced Insights
- Trends for data-driven decisions
- Customer experience data – primary source for justification
Expanding Impact
- Apply KCS to new domains
- Foster organizational alignment around knowledge-sharing principles
- Embed knowledge into customer lifecycle
Driving Innovation
- Experiment with new ways of evolving the KCS practices
- Automation and emerging technology
- Feedback loops and co-creation with customers
Evolve Loop learning drives continuous improvement in processes, policies and outcomes based on the collective experience of the organization.
KCS Core Concept: Transformation and Continuous Improvement
Indicators Of Optimization
Indicators of Optimization show us that the highest-value KCS outcomes are realized by customers and the organization as a whole!
Proactive Support
- Self-service success increases
- Incident volume decreases
- Root cause mitigation + elimination
Customer Experience
- Customer Loyalty
- Product Adoption
- Employee Engagement
It is the responsibility of leadership to enable knowledge worker visibility to the impact of their contribution.
Optimize and Innovate
Visibility to Impact
We asked the community:
How do you provide visibility to impact for your Knowledge Workers?
Metrics
- Contributor/reuse dashboards
- Support volume trends
Recognition
- Kudos via Slack, intranet, or email,
- Quarterly awards (proceed with caution)
Meetings
- Coaching Sessions
- Team Syncs / All-Hands
Story Telling and Small Wins
- “Examples of first-hand experiences and aha moments”
Continuous improvement depends on giving knowledge workers visibility to the impact of their contributions.
How are you helping people:
- Make meaning out of what they are doing?
- Understand the outcomes they are contributing toward?
- Connect daily activities to the bigger picture why?
A look back at the KCS journey at Ping Identity – they will reflect on successes, explore some of the challenges they faced, and offer a look at what lies ahead.
The “Why” for Optimize and Innovate
- Allows us to remain adaptable as an organization
- Maintains the most updated organizational memory
- Ensures we see the most timely information about our customer experience
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