Knowledge Domain Analysis Workshop: Sample Agenda
Sample Agenda
Day 1
Welcome and Objectives: Alignment of the group with the objectives of the workshop.
Some Context: Service excellence and the value models.
Why Knowledge Domain Analysis?
Goals and benefits of KDA:
- Improve the effectiveness of the knowledge workers
- Improve the customer experience and success with self-service
- Identify high impact issues
- Identify opportunities to improve products, services, policies, and processes
- Case studies
The Role of the Knowledge Domain Expert
- Getting the data
- Analyzing the data: patterns and trends
- Design diagnostic articles, hub articles, and resolution paths
- Influence with business owners
KDA Techniques: Overview of the analysis techniques
Digital automation capabilities: future potential
Lunch
Article Reuse and the “Power Curve”: Doing the Pareto analysis
- Frequently used articles
- Common symptoms
- Common causes
New vs Known Analysis
- New vs known concepts
- Four step process
Adjourn
Day 2
Review of Day 1: Observations and key findings?
Taking Action: What is the best approach to address the opportunities?
- Improve the effectiveness of the knowledge workers
- Improve the customer experience and success with self-service
- Product, service, policy, and process improvements
Evolve Loop Articles
- Diagnostic articles
- Hub articles
- Resolution paths
Lunch
Evolve Loop Articles Continued
KDE Processes and Measures
- Defining the KDE process
- Discuss key measures
- How to engage other departments/organizations
- When to do what: identify weekly, monthly, quarterly activities
Summary: Identify needs, dependencies, and next steps
Adjourn