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Consortium for Service Innovation

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

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

Article Quality Index defined

High quality articles

  • AQI can be captured in an easy to use tool and accessible to all coaches
  • Mechanism to provide visibility to the knowledge workers about AQI scores and feedback from the AQI 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 AQI 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
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