Continuous Improvement
- Last updated
- Save as PDF
Indicators of Optimization
Optimize and Innovate
Focus areas and trends for Continuous Improvement
|
Optimization Indicator |
Benefits |
Evidence |
|---|---|---|
| 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 loyalty | Improve brand image and customer retention | Relationship surveys (CES, NPS) |
| A sustainable Knowledge Domain Analysis program | Mine our knowledge practices for patterns, trends, and opportunities for improvement | Knowledge Domain Analysis Guide |
|
Work shifted from known to new (New vs Known study) |
Improve self-service experience (success rate), New opportunities and challenges for employees |
New vs known—the work in the organization shifts from mostly known to mostly new, . Knowledge workers spend the majority of their time resolving new issues. This will vary based on product lifecycle or process/policy changes. |
|
Time to adopt new/enhanced products |
Customer success measured |
Decrease from the baseline |
|
Leveraging knowledge captured across multiple channels |
Capacity increased, number of answers served increased |
Engage Stakeholders
Executives
- Review/update Strategic Framework
- Review reports on customer success with self-service measures and a summary of top reused article (internal reuse and customer use) reports
- Review cross-functional measures (time to cure)
- Acknowledge KCS impact and value in communications (news-letters, all-hands meetings, ops review with C-level)
- Advocate for the value support creates for the business
- Review analysis from New vs Known study
Managers
- Celebrate customer success with self-service
- Celebrate changes in the products, services, and/or policies due to patterns in the knowledge base
- Acknowledge knowledge workers who are creating value
Knowledge Workers
- Access to internal and external reuse reports
- Acknowledge contribution to self-service success
- Visibility to and acknowledgement for changes in product due to patterns in the knowledge base (their contribution)
Business Owners
- Review information about self-service activity patterns, trends and customer feedback
- Review information about community activities: patterns, trends, and sentiment