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Consortium for Service Innovation

PII: Should we have "Modify Loss" as an option?

Question: I'm working on a Process Integration Index (PII) tool.  Should I have "modify loss" as an option? - Monique Cadena, Quest


I think the ideal (theoretical) most complete contribution index would have an assessment of how often we link, link accurately, modify, create as a percent of the opportunity to link, modify, create.


The modify is a hard one… pretty subjective.  But if we are reviewing the case and the linked article, we could assess whether the knowledge worker should have updated the the article with context that is in the case but not in the article.


We continue to hear how articles exist in self-service but they are not found… because the article is not written in the customer context.  Capturing the customer context is proving to be harder to do than we ever expected.  The modify activity is a demand-based way to drive improvement in article findability, but modify rates tell us that knowledge workers seldom improve articles.


Most of the Consortium members who are looking at Process Indication Indicators do a random sample of all cases closed in a period of time - not just cases without an article attached. If we include cases with articles attached, we can check on the opportunity to modify (article linked, not modified, but should have been) as well as get a sense of missed link opportunities.


For more information on the PII, see Technique 6.5 in the KCS v6 Practices Guide.


- Greg Oxton

20 July 2017



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