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Consortium for Service Innovation

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

  • % of knowledge base available to self-service
  • 90/0 rule—90% of requestor-actionable knowledge is available to requestors within 0 minutes of becoming known.

Selfservice 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

  • Cost savingsOpportunities to create additional value for customers

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
  • 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
  • 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
  • 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 AQI and PAR reviews
  • A few knowledge workers take on the role of KDE 
  • KDEs review article reuse reports and analysis with Business Owners
  • Develop plans for root cause analysis and corrective actions for pervasive issues 
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