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Consortium for Service Innovation

Continuous Improvement

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


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 2550%, 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
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