Continuous Improvement

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Continuous Improvement Activities

Focus areas and trends for Phase 4

(See Exit Criteria for all four phases on the Quick Reference page of the Measurement Matters v6 paper.)

Phase 4 Activities	Benefits	Readiness Evidence
Customer loyalty	Improve brand image and customer retention	NPS
Lower customer effort	Resolve issues Optimize usage Adopt features	Survey, CES
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.
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)
Identification of pervasive issues		Increase speed

Stakeholder Engagement

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

Executives	Managers	Knowledge Workers	Business Owners
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