Home > KCS v6 Adoption Guide > Phase 3 - Leveraging > Exit Criteria for Phase 3

Exit Criteria for Phase 3

Once the organization has established ways to leverage the knowledge base and has met the following exit criteria for Phase 3, the organization will move into Phase 4 - Maximize. 

Exit Criteria

 

Phase 3 Activities

Benefits

Readiness Evidence

Key Performance Metrics are consistently reviewed to assess behaviors. 

Demonstrates commitment to the program

  • First contact resolution increased compared to baseline
  • Participation rate has stabilized
  • Time to proficiency decreased compared to baseline
  • Resolution capacity increased by at least 25%
  • 80-90% of articles meet target AQI
  • Cost per incident decreased from baseline

Work has become more meaningful

Motivation factor for employees

Employee satisfaction increased from baseline

Knowledge base has shown value internally

Assures customers will find helpful articles

Reuse of existing articles is equal to or greater than creation rate

Assess self-service (New vs Known study)  Improve self-service experience (success rate) Improvement in new vs known ratio

 


Stakeholder Engagement

Techniques to engage stakeholders in Phase 3 (see complete Stakeholder Engagement Matrix in Appendix C)

 

Audience Executives Managers Knowledge Workers Business Owners

Phase 3 -

Leveraging

  • Review reports on the benefits: performance against baseline measures
  • Review top reused article report with analysis
  • Implement the new measurement model for self-service measures and cross-functional measures (time to cure)
  • Acknowledge KCS impact and value in communications (news-letters, all-hands meetings)
  • Advocate for the value support creates for the business
  • Review new value-based measures with C-level executives
  • Support the KDE program
  • Review analysis from the New vs Known studies done by KDEs
  • Training on new measurement model
  • Develop team measures
  • Provide constant feedback to knowledge workers on the impact of their knowledge contribution
  • Acknowledge knowledge workers who are creating value
  • Review article reuse reports - both internal and self-service.  (Knowledge workers must be able to see the impact of their contribution.)
  • Receive feedback from the AQI and PII reviews
  • A few knowledge workers take on the role of KDE 
  • KDEs review article reuse reports and analysis with Business Owners
  • Develop plans for root cause analysis and corrective actions for pervasive issues 
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