Exit Criteria for Phase 1

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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
Organizational commitment	Clear vision and goals Budget approval	Executive sponsor buy-in Management team buy-in Budget approval KCS Council resources made available Communication sent from executive about plans and goals
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	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
Content Standard Checklist defined	High quality articles	Content Standard 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
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	Link rate and link 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
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	Benefits defined for each stakeholder Commitment to project	Written communication plan with project owner Review and signoff of plan by Executive Sponsor Process for testing communications effectiveness Process for feedback and improvement
Technology functional specifications drafted	Minimize technology investment for Wave I (practice KCS before major investment in tools)	Technology assessment complete Technology supports the basic workflow
Adoption Road Map complete	Time and cost commitment known Supports project management	KCS Council engaged Wave I members identified Training scheduled for Wave I
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

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

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

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

Representative managers participate in KCS v6 Practices Workshop and Design Session