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.
(See Exit Criteria for all four phases on the Quick Reference page of the Measurement Matters v6 paper.)
Exit Criteria
|
Phase 3 Activities |
Benefits |
Readiness Evidence |
|---|---|---|
|
Articles available for self-service |
Customers have faster visibility to article |
|
|
Self‐service use |
Customer success with self-service |
Frequency with which customers use self-service before opening an incident is increasing |
| Self-service success | Customer's ability to solve issues without opening a case | Positive trend in customers' ability to find useful information |
|
The source of pervasive issues are being identified |
Organizational improvements |
Increase in the number of organizational improvements identified (product function, service, process, policy) |
|
Incident volume decreased |
|
Number of requests/ incidents declines (this needs to be normalized to install base or revenue in order to account for the dynamics of the organization) |
|
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 |
| 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)
| Executives | Managers | Knowledge Workers | Business Owners |
|
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|
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