Exit Criteria for Phase 1
Once the Wave I participants are committed and have met the following exit criteria for Phase 1, the group will move into Phase 2 - Adoption of the KCS program.
(See Exit Criteria for all four phases on the Quick Reference page of the Measurement Matters v6 paper.)
Exit Criteria
Phase 1 Exit Criteria |
Benefits |
Readiness Evidence |
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Organizational commitment |
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Strategic framework complete |
Defined expectations for customer, employee, and organization |
Separate customer, employee, and organization views with related benefits and anticipated results |
Content standard available |
Consistent article content |
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Content Standard Checklist defined |
High quality articles |
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Processes defined and tested |
Enable the Solve Loop |
Process to integrate use of the KB into the issue resolution process has been documented and tested with current tools |
Process Adherence Review defined |
Process compliance |
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Licensing model defined | Rights and privileges aligned to competency | License level rights and privileges defined with clear criteria to award license and conditions and terms for removing a license |
Coaching model defined | Consistent interpretation of content standard and workflow | Coaches identified and trained |
Performance Assessment Model defined |
Learning and development |
Draft metrics developed and defined (largely derived from Content Standard Checklist and PAR) |
Baseline metrics established |
Measure of progress |
All indicators in the measurement framework have a baseline measure that reflects the current state |
Communication plan in place |
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Technology functional specifications drafted |
Minimize technology investment for Wave I (practice KCS before major investment in tools) |
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Adoption Road Map complete |
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Training program for Wave I users | Engage Wave I participants | Training materials and scenarios developed and tested |
Stakeholder Engagement
Techniques to engage stakeholders in Phase 1 (see complete Stakeholder Engagement Matrix in Appendix C)
Executives | Managers | Knowledge Workers | Business Owners |
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