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This explains the overall objective of the organization in a way that provides meaning to each individual's contribution.
What are the components of a compelling purpose statement?
- Engages people emotionally
- Is larger than the individual or the organization
- Is brief, clear, and concise
A person or group who affects or can be affected by an organization's actions.
Who are common stakeholders within an organization.
- Partners (Optional)
What are the four (4) components of a strategic framework?
- Business Objective ('What')
- Approaches for each objective ('How')
- Metrics for each approach
- Targets for each metric
How does KCS contribute to the organization's ability to meet its objectives?
- Allowing each support analyst to leverage the experience of the whole group
- Making each customer interaction more efficient, consistent, and accurate
- Lowering marginal cost and improving scalability
- Driving satisfaction and loyalty
- Enabling self-service through the efficient generation of findable, usable, and timely content that is relevant to customers and is in their context
A structured method to define how a project or initiative supports the key objectives of the stakeholders.
What is the purpose of a strategic framework?
- Establish alignment with the stakeholder's objectives
- Map the high-level goals of the organization with the goals of the individuals
- Build alignment and identify "what's in it for me" (WIIFM) for each stakeholder
The following characteristic identify a successful ____________?
- Create an environment of success
- Create and communicate a compelling vision (purpose)
- Focus on what people need to accomplish their objectives and goals and supports them in how they will meet them
- Engage all stakeholders
- Communicates 'what's in it for me' (WIIFM) to each stakeholder
- Create a healthy culture through the right job descriptions, performance assessments, and rewards and recognition programs
- Encourage participation and motivate their employees
What are the top four (4) motivation factors related to work?
- The work itself
How does KCS impact achievement?
- Earning the right to publish or become a KCS Coach
- Earning recognition for knowledge articles created that others are using
- Expanding the analyst's breadth of product knowledge
- Contributing to the achievement of the goals of the organization
- Collaborating as part of a group that is creating value for the business
How does KCS impact recognition?
- The reputation of the analyst - based on creation of value in the knowledge base
- The reputation based on the quality of articles contributed to the knowledge base
- Acknowledgement for contribution through KCS measures and reports
- Acknowledgement by organization leaders as role model for others
How does KCS impact the work?
- Decreasing redundancy
- Providing an opportunity to work on new areas
- Increasing confidence allowing analysts to take a broader range of calls because the knowledge base complements existing knowledge
How does KCS impact responsibility?
- Licensing an analyst to publish (KCS competency) without review by others
- Licensing an analyst to modify/improve content
- Enabling the analyst to become part of a team
- Requiring collective ownership of content - "flag it or fix it"
Explain the difference between recognition and reward?
- Recognition - Is used to celebrate accomplishments; Provides acknowledgement of value; Is an approval of behavior; Is ongoing
- Reward - Are used to create focus for a change; Provide compensation for work; Promote a change in behavior; Are used for a defined period of time
The following characteristics identify a what?
- Acknowledge accomplishments
- Acknowledge creation of value
- Legitimate - tied to independent feedback and customer input/surveys
- Aligned to organization goals
- Aligned to values, interest, and styles of individuals
- Balance of individual and team
- Recognize diversity of skills - good generalist are as valuable as good specialist
Successful rewards and recognition programs
The following characteristics identify what?
- Must be consistently repeated over time and through a variety of channels to drive understanding, engagement, and belief
- Must explicitly plan the messaging platform and the timing and channels of communications to ensure consistency at the right level of exposure
- Informs everyone of objectives
- Encourages team participation and reduces barriers for other groups whose participation is necessary
- Identifies channels for each audience
- Identifies the time required to meet stakeholder needs
What are the core components of a communication plan?
- A messaging platform for each audience: Key messages: WIIFM; Frequently asked questions and objections; Elevator pitch; Simple messages
- Delivery vehicles
- Programs and activities for engagement and socialization
- Project plan/time frames
What are potential channels for communication plans?
- Meetings (e.g., all-hands, group, one on one)
- Management by walking around, casual skip, echolon communications
- Conference calls and Web conferencing
- Theme giveaways
- Collateral such as brochures and frequently asked questions documents
- Social media
- Bulletin Boards - physical and virtual
- Web sites
A short explanation of what something is and why it matters to the listener.
Elevator Speech (Pitch)
What are the outcomes of a good elevator speech?
- Capture interest
- Make people want to hear more
- Create a positive perception and sense of excitement
Who is the audience of a communication plan?
- Any other key stakeholders
Why is it important to develop answers to objections related to KCS?
- It is much easier to handle objections with a consistent and well thought-out message
- By identifying potential objections, you can address concerns that people may be reluctant to raise themselves
What are key strategies for handling objections?
- Be sensitive to feelings behind the "thinking" analytical statement
- Acknowledge the validity of feelings and empathize
- Seek to understand the issue from the other person's perspective
- Offer an alternative perspective (don't debate or argue)
- Use WIIFM (What's in it for me) to craft your response in their terms
What are common potential business reasons for implementing KCS?
- Reducing the impact of the business from disruptions
- Reducing the marginal cost of support
- Increasing customer satisfaction and loyalty
- Improving service quality
- Delivering more effective self-service
- Providing an opportunity for new value-added support offerings
- Identifying opportunities to improve product usability, serviceability, and reliability
What are some investments that may be required to implement KCS?
- Leadership and management - program resources, executive mindshare, management training, and development
- Infrastructure and development - tools, licensing, customization, and/or integration
- Training and coaching for analysts, KCS coaches, managers, and knowledge domain experts
- Knowledge monitoring - knowledge article quality sampling and time for KCS coaching
What are some expected returns of KCS?
- Employee - recognition, sense of accomplishment, responsibility, job satisfaction, development of new competencies
- Customer - Improve support experiences, improved productivity, product engagement, satisfaction and loyalty, renewal rates and repeat purchases, increased use of the Web
- Business - Reputation, ease of recruitment and retention, decreased marginal support cost, decreased cost to create or enhance content, capacity/scalability, time to improve employee proficiency
Identify risks that need to be managed.
- Expectations of stakeholders
- Expectations of reduced cost
- Plan for capitalizing on the additional capacity generated by KCS (e.g., by growth of support demand, improved service levels, or value-added services)
- Technology integration
- Expectations of KCS deliverable
Research has shown the following personal and team performance:
- Alignment to purpose
- Personal Growth
- Rewards and Recognition
Performance drivers require balance. There are four (4) areas of balance that should be considered.
- Social and Technical
- Creativity and Structure
- Individual and Team
- Top-down and Bottom-up
What are the key performance indicators of a balance score card?
- Financial - cost per incident; capacity per analyst; problem elimination
- Customer - customer satisfaction; first contact resolution; time to relief
- Learning/Growth - knowledge quality index; participation rate; published rate; self-service adoption
- Employee - employee satisfaction; KCS competency; citations; attrition rate
The total number of incidents that have a knowledge article in the knowledge base divided by the total number of incidents closed, is what?
What are the characteristics of the triangulation model?
- Trends in Activity
- Results / Outcomes
- Knowledge Quality Index