Continuous Improvement

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Continuous Improvement Activities

Phase 4 Activities	Benefits	Readiness Evidence
Articles available for self-service	Customer has faster visibility to article	90/0 rule—90% of what the support organization learns from resolving issues is on the web within 0 minutes of becoming known.
Self‐service success (call deflection or issues resolved without assistance or escalation)	Customer can find the article without having to call	85/85 goal—at least 85% of the time customers are using self‐service first and at least 85% of the time they are finding what they need (customer interaction maps help here).
Work shifted from known to new	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.
Incident volume decreased	Opportunities to create additional value for customer	Number of requests/incidents declines (this needs to be normalized to install base or revenue in order to account for the dynamics of the business)
Problems are being removed from the product or request for enhancements being implemented increased	Improved product	Increase in the number of business improvements identified (product function, service, process, policy)
Time to adopt new/enhanced products	Customer success measured	Decrease from the baseline
Support cost as a percentage of revenue has decreased	Lower cost	Support costs have dropped by 25‐50%, and the volume of customer issues resolved is up at least 100% (web success combined with incidents closed)
Customer satisfaction and loyalty increased	Increase customer success	Increase from the baseline
Employee satisfaction and loyalty increased	Increase profit	Increase from the baseline

Stakeholder Engagement

Techniques to engage stakeholders in Phase 4 (see complete Stakeholder Engagement Matrix in Appendix C)

Audience

Executives

Managers

Knowledge Workers

Business Owners

Phase 4 -

Maximizing

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

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

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)

Review information about self-service activity patterns, trends and customer feedback
Review information about community activities: patterns, trends, and sentiment