Shift left, best practices in knowledge management - SEE Hungary 2017
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In this practical approach Hannah will pick apart the best practice methodology for Shifting Left and share the stories of organizations who have implemented this approach. We shall discuss the process and practice of outstanding knowledge management and learn tricks on how to make this a success within your organization.
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Shift left, best practices in knowledge management - SEE Hungary 2017
- 1. Shift Left: Best Practices in Knowledge Management SEE the future Hannah Price
- 2. What is shift left?Costs Average solution time Customer 1st line 2nd line 3rd line Shift capacity to resolve to front office Shift capacity to resolve to 2nd line Shift capacity to resolve to customer (e.g. SSP) Optimize use of self-service Eliminate waste calls
- 3. What we will talk about today Our Story Best Practice Results Case Studies
- 4. Once upon a time … · Welcome to TOPdesk support department … Our Story Best Practice Results Case Studies
- 5. Situation · > 55,000 calls each year · Many recurring questions · Differing quality of answers to questions · Customers don’t look for answers themselves · More than 10 knowledge sources Our Story Best Practice Results Case Studies
- 6. Best Practice Knowledge Management Tool People Process Our Story Best Practice Results Case Studies
- 7. Create an incident Search the knowledge base Use the knowledge item Close the incident Solve or escalate Close the incident Add to knowledge base Edit Found the answer? Correct? No No Yes Yes Our Story Best Practice Results Case Studies
- 8. Basic principles · Make knowledge part of solving every call · Optimise knowledge items continually · Work on knowledge as a collective memory · Knowledge Management is everyone's responsibility · Publish knowledge to an end user portal Our Story Best Practice Results Case Studies
- 9. Best Practice Knowledge Management Tool People Process Our Story Best Practice Results Case Studies
- 10. Prepare the people · Pilot · Weekly evaluation · Weekly update · Pre roll-out · Training · Coaching Our Story Best Practice Results Case Studies
- 12. Used 50 times first month Our Story Best Practice Results Case Studies
- 14. 6 months later … 1,200 x 10 25% Shorter Durations 15% less time spent Our Story Best Practice Results Case Studies 2,100+ x 28
- 15. Lessons learned · Support support · Celebrate successes, report regularly · Share challenges and problems · Implement improvements continuously - be flexible · Rotate coaches Our Story Best Practice Results Case Studies
- 17. 3 months later … • 195 Knowledge Items • 1 Knowledge Item solved 31 Calls! • Problem Management enabled • Average duration of 21:06 hours 15:30 hours (3 days to 2 days) Our Story Best Practice Results Case Studies
- 18. 3 months later … • 106 Knowledge Items • 13% all calls solved with a Knowledge Item • Fewer incidents after introducing the portal 1 year later … • 204 Knowledge Items • 19,706 search actions in the portal Our Story Best Practice Results Case Studies
- 20. Good to know … · May initially increase number of incidents · Initial investment of time · Are you up and running? Our Story Best Practice Results Case Studies
- 21. To get you started To what extent is our Service Management solution currently used? What are our existing or potential needs? How would we divide these between ‘must have’ and ‘nice to have’? How many sources of knowledge do we use? Is there consistency in our handing of incidents? How do end users access knowledge? Our Story Best Practice Results Case Studies
- 22. To get you started: · Example Reports: · % Incidents resolved by 1st line · % Incidents resolved by first time fix · % Escalations to 2nd & 3rd line · % Use Self Service Portal Our Story Best Practice Results Case Studies
- 24. Thankyou for listening Hannah Price Service Management Consultant TOPdesk UK h.price@topdesk.com