Exit Criteria for Plan and Design

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Once the Wave I participants are committed and have met the exit criteria for Plan and Design, the group is ready to move into the Adopt in Waves phase of the KCS program.

Note that Plan and Design is the only phase with exit criteria; these are the things that must be complete before moving to the next phase of KCS adoption. After the Plan and Design phase, following phases are more fluid.

Exit Criteria

Plan and Design

Exit Criteria for Plan and Design	Benefits	Readiness Evidence
Organizational commitment	Clear vision and goals Budget approval	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
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	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 (sufficient to start)
Process Alignment Review (PAR) defined	Process alignment	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
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)
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

Engage Stakeholders

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

Plan and Design

Executives

Managers

Knowledge Workers

Business Owners

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