Audience Phase I - Planning Phase II - Adopting Phase III - Proficiency Phase IV - Leverage Executives Help develop the Strategic Framework Review cost benefit analysis and baseline measures Understand the timing of benefits Understand the impact of self-service success on traditional measures, and support the introduction of new measures for the health and value of support Contact references (Executives at other companies that have been successful) Establish and support KCS Council Engage C level execs in the business benefits of KCS (strategic framework) Review strategic framework Receive regular updates on the status on adoption activities and success stories Build relationship and communications with marketing, product management and development about the value of Article reuse reporting and root cause analysis Advocate the value support creates for the business (to C level executives) Align Director goals and measures (VP direct reports) to KCS behaviors Support KCS assessment program for teams (KCS council manages and evolves) Get reports on the benefits: performance against baseline measures Review top reused Article report with analysis Review plans for the new measurement model for phase IV: measures and cross-functional measures (time to cure) Acknowledge KCS impact and value in communications (new letters, all hands meetings) Advocate the value support creates for the business Prepare C level execs for new measures of value and health of support that includes self-service Review strategic framework Review reports on customer success with self-service measures and a summary of top reused Article (combined internal reuse and customer use) reports Review cross-functional measures (time to cure) Acknowledge KCS impact and value in communications (new letters, all hands meetings) Advocate the value support creates for the business
Managers Representative managers involved in design session and adoption planning Receive KCS overview and information about how it will help them Help with identification of early adopters and KCS Coaches Receive training on KCS concepts and new performance assessment model (old measures that can disrupt KCS success) Align team goals to and recognize KCS behaviors Celebrate achievement of KCS licensing levels (recognition of those who earn license Support KCS coach activities Coaching for managers Management representation on the KCS council (selection and/or rotation) Training on new measurement model for phase IV - leverage (next phase), Develop team measures Provide constant feedback to support analysts on their knowledge contribution Acknowledge support analysts who are creating value Celebrate customer success with self-service Celebrate changes in the products, services and/or policies due to patterns in the KB Acknowledge support analysts who are creating value (article value/article impact model) Audience Phase I - Planning Phase II - Adopting Phase III - Proficiency Phase IV - Leverage
Support Analysts and/or Engineers Representative Analysts/Engineers from L1, L2, L3 involved in design session and adoption planning Receive KCS overview and information about how it will help them Attend KCS training and get a KCS coach Anecdotes about success Recognition for achievement of KCS licensing levels Internal reuse reports, Analysts must be able to see how often others are using Articles they have contributed to Gamification (opportunity?) Include Article creator, modifier and link rate as part of the Article metadata, reports and subscription model Article value assessment Access to internal and external reuse reports Acknowledgement for their contribution to self-service success Visibility to and acknowledgement for changes in product due to patterns in the KB (their contribution) Gamification (opportunity?) Product Management and Development Representative managers involved in design session Periodic status on progress Review information about the analysis of most used articles and their associated cases Review information about activity patterns, trends and customer feedback Review information about community activities patterns, trends and sentiment