Indicators of Proficiency
- Last updated
- Save as PDF
Once the organization has Built Proficiency, the groundwork has been laid to Optimize and Innovate.
Indicators of Proficiency
Build Proficiency
Proficiency Indicators |
Benefits |
Evidence |
---|---|---|
Performance Management includes KCS behaviors | Building a sustainable implementation |
Outcome based goals such as:
|
Key Performance Metrics are consistently reviewed to assess behaviors. |
Demonstrates commitment to the program |
|
Articles available for self-service |
Customers have faster visibility to article |
|
Self-service use |
Customers are engaged with knowledge articles |
Frequency with which customers use self-service before opening an incident is increasing (this is important to communicate!) |
Customer satisfaction and loyalty increased |
Increase customer success |
Increase from the baseline |
Employee satisfaction and loyalty increased |
Increase profit |
Increase from the baseline |
Work has become more meaningful |
Motivation factor for employees |
Employee satisfaction increased from baseline |
Incubate Knowledge Domain Analysis work | Start getting curious about the information we're learning with our implementation |
|
Lower customer effort |
|
Transactional CES surveys |
Engage Stakeholders
Executives
- Review reports on the benefits: performance against baseline measures
- Review top reused article report with analysis
- Implement the new measurement model for self-service measures and cross-functional measures (time to cure)
- Acknowledge KCS impact and value in communications (news-letters, all-hands meetings)
- Advocate for the value support creates for the business
- Review new value-based measures with C-level executives
- Support the KDE program
- Review analysis from the New vs Known studies done by KDEs
Managers
- Training on new measurement model
- Develop team measures
- Provide constant feedback to knowledge workers on the impact of their knowledge contribution
- Acknowledge knowledge workers who are creating value
Knowledge Workers
- Review article reuse reports - both internal and self-service. (Knowledge workers must be able to see the impact of their contribution.)
- Receive feedback from the Content Standard Checklist and PAR reviews
- A few knowledge workers take on the role of KDE
Business Owners
- KDEs review article reuse reports and analysis with Business Owners
- Develop plans for root cause analysis and corrective actions for pervasive issues