Übergangskriterien für Planung und Gestaltung
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Sobald die Welle-1-Teilnehmer verpflichtet sind und die folgenden Übergangskriterien für Phase 1 erfüllt haben, geht die Gruppe in die Umsetzung in Wellen des KCS Programms über.
- Beachte, dass Planung und Gestaltung die einzige Phase mit Übergangskriterien ist; es handelt sich um Dinge, die vollständig sein müssen, ehe in die nächste Phase der KCS-Umsetzung übergegangen werden kann. Nach der Planungs- und Gestaltungsphase sind die nächsten Phasen flüssiger im Übergang.
Plan and Design
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Exit Criteria for Plan and Design
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Benefits
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Readiness Evidence
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Organizational commitment
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- Clear vision and goals
- Budget approval
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- Executive sponsor buy-in
- Management team buy-in
- Budget approval
- Program manager and KCS Council resources identified, allocated, and committed.
- Communication sent from executive about plans and goals
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Strategic framework complete
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Defined expectations for customer, employee, and organization
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Separate customer, employee, and organization views with related benefits and anticipated results
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Content standard available
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Consistent article content
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- Content standard is understandable and easily accessible
- One-page quick reference guide for article quality has been created
- Process in place to update content standard
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Content Standard Checklist defined
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High quality articles
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- Checklist can be captured in an easy to use tool and accessible to all coaches
- Mechanism to provide visibility to the knowledge workers about feedback from the Content Standard Checklist process
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Processes defined and tested
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Enable the Solve Loop
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Process to integrate use of the KB into the issue resolution process has been documented and tested with current tools (sufficient to start)
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Process Alignment Review (PAR) defined
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Process alignment
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- Reuse rate and reuse accuracy assessment process defined, and measures captured and available to coaches
- Mechanisms to provide visibility to the knowledge workers about PAR scores and feedback from the PAR process
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| Proficiency model defined |
Rights and privileges aligned to competency |
Proficiency level rights and privileges defined with clear criteria to grant permissions, and conditions and terms for removing permissions |
| Coaching model defined |
Consistent interpretation of content standard and workflow |
Wave 1 Coaches identified, trained, and practicing KCS (moving through the proficiency model) |
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Performance Assessment Model defined
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Learning and development
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Draft metrics developed and defined (largely derived from Content Standard Checklist and PAR)
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Baseline metrics established
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Measure of progress
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All indicators in the measurement framework have a baseline measure that reflects the current state
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Communication plan in place
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- Benefits defined for each stakeholder
- Commitment to project
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- Written communication plan with project owner
- Review and signoff of plan by Executive Sponsor
- Process for testing communications effectiveness
- Process for feedback and improvement
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Technology functional specifications drafted
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Minimize technology investment for Wave I (practice KCS before major investment in tools)
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- Technology assessment complete
- Technology supports the basic workflow
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Adoption Road Map complete
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- Time and cost commitment known
- Supports project management
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- KCS Council engaged
- Wave I members identified
- Training scheduled for Wave I
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| Training program for Wave I users |
Engage Wave I participants |
Training materials and scenarios developed and tested |
Executives
- Develop the Strategic Framework
- Engage C-level executives in Strategic Framework
- Review cost benefit analysis and baseline measures
- Understand the timing of benefits
- Understand the impact of self-service success on traditional measures
- Support the introduction of new measures for the health and value of support, and set C-level expectations for new measures
- Contact references (executives at other companies who have been successful)
- Fund and support KCS Council and the coaching program
Managers
- Representative managers involved in KCS 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
Knowledge Workers
- Receive KCS overview and information about how it will help them
- Representative knowledge workers involved in KCS Council participate in KCS v6 Practices Workshop and Design Session
Business Owners
- Representative managers participate in KCS v6 Practices Workshop and Design Session
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