Exit Criteria for Phase 3
Once the organization has established ways to leverage the knowledge base and has met the following exit criteria for Phase 3, the organization will move into Phase 4 - Maximize.
Exit Criteria
|
Phase 3 Activities |
Benefits |
Readiness Evidence |
|---|---|---|
|
Key Performance Metrics are consistently reviewed to assess behaviors. |
Demonstrates commitment to the program |
|
|
Work has become more meaningful |
Motivation factor for employees |
Employee satisfaction increased from baseline |
|
Knowledge base has shown value internally |
Assures customers will find helpful articles |
Reuse of existing articles is equal to or greater than creation rate |
| Assess self-service (New vs Known study) | Improve self-service experience (success rate) | Improvement in new vs known ratio |
Stakeholder Engagement
Techniques to engage stakeholders in Phase 3 (see complete Stakeholder Engagement Matrix in Appendix C)
| Audience | Executives | Managers | Knowledge Workers | Business Owners |
|
Phase 3 - Leveraging |
|
|
|
|