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Consortium for Service Innovation

Kontinuierliche Verbesserung

Indikatoren für Optimierung 

Optimize and Innovate

Focus areas and trends for Continuous Improvement

Optimization Indicator



Self-service success Customer's ability to solve issues without opening a case Positive trend in customers' ability to find useful information

The source of pervasive issues are being identified

Organizational improvements

Increase in the number of organizational improvements identified (product function, service, process, policy)

Incident volume decreased

  • Cost savings
  • Opportunities to create additional value for customers

Number of requests/ incidents declines (this needs to be normalized to install base or revenue in order to account for the dynamics of the organization)

Customer loyalty Improve brand image and customer retention Relationship surveys (CES, NPS)
A sustainable Knowledge Domain Analysis program Mine our knowledge practices for patterns, trends, and opportunities for improvement Knowledge Domain Analysis Guide

Work shifted from known to new (New vs Known study)

Improve self-service experience (success rate), New opportunities and challenges for employees

New vs known—the work in the organization shifts from mostly known to mostly new, . Knowledge workers spend the majority of their time resolving new issues. This will vary based on product lifecycle or process/policy changes.

Time to adopt new/enhanced products

Customer success measured

Decrease from the baseline

Leveraging knowledge captured across multiple channels

Capacity increased, number of answers served increased

Understanding Success by Channel


Einzubindende Interessengruppen


  • Review/update Strategic Framework
  • Review reports on customer success with self-service measures and a summary of top reused article (internal reuse and customer use) reports
  • Review cross-functional measures (time to cure)
  • Acknowledge KCS impact and value in communications (news-letters, all-hands meetings, ops review with C-level)
  • Advocate for the value support creates for the business
  • Review analysis from New vs Known study


  • Celebrate customer success with self-service
  • Celebrate changes in the products, services, and/or policies due to patterns in the knowledge base
  • Acknowledge knowledge workers who are creating value 

Knowledge Workers

  • Access to internal and external reuse reports
  • Acknowledge contribution to self-service success
  • Visibility to and acknowledgement for changes in product due to patterns in the knowledge base (their contribution)

Business Owners

  • Review information about self-service activity patterns, trends and customer feedback
  • Review information about community activities: patterns, trends, and sentiment


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