Shift left - empowerment through knowledge - SEE UK - 2016

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Shift Left Empowerment Through Knowledge Christiaan De Jong Sietze Meijer

Transcript of Shift left - empowerment through knowledge - SEE UK - 2016

Page 1: Shift left  - empowerment through knowledge - SEE UK - 2016

Shift LeftEmpowerment Through Knowledge

Christiaan De JongSietze Meijer

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Who are we?Christiaan de JongBPKM Implementation Lead Consultant

Sietze MeijerBPKM Implementation Consultant

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What will we talk about?· Shift Left (Left)· Best Practice Knowledge Management· User story – TOPdesk Support· Results· Lessons learned

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How does your organization manage knowledge?

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How many times do you need to answer same questions?

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How do you shift left?Manage your knowledge!

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Cos

ts

Average solution time

Customer 1st line 2nd line 3rd line

Shift capacity toresolve to front office

Shift capacity to resolve to 2nd line

Shift capacity to resolve to customer (e.g. SSD)

Optimize use of self-serviceEliminate

waste calls

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BPKMBest Practice Knowledge Management

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Best Practice Knowledge Management

Tool

People

Process

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The new processCreate a

callSearch the knowledge

base

Use the knowledge

item

Close the call

Solve or escalate

Close the call

Add to knowledge

base

Edit

Found the

answer?

Correct?

No

No

YesYes

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Basic principles

1. Ensure that knowledge retention is part of solving calls

2. Optimize knowledge items from call to call3. Use the knowledge base as a collective

memory

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User storyTOPdesk Support

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TOPdesk Support· > 55,000 calls each year· Many recurring questions· It’s faster to call Support than search for the

answer· More than 10 knowledge sources

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Challenge

· Many recurring questions

Solve more efficiently

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Challenge

· Differing quality of answers

Create uniformity in answers

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Challenge

· Difficult to find knowledge

Collect knowledge centrally

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Challenge

· Contact Support for each question

Increase self-reliance of customers

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Starting point· BPKM is not a project at work…· …it’s the way we work!

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Implementation· Project plan· Pilot

· Weekly evaluation by pilot group· Weekly update of the department

· Roll-out to entire department· Training· Coaching

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So what does that look like?A demo …

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Results· Over 1,200+ knowledge items created· 10 knowledge items with over 50 linked calls· 25% shorter duration for calls answered with

a knowledge item· 15% decrease in time spent per call· Improved knowledge sharing

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Lessons learned· Create support

· Celebrate successes, report regularly· Share challenges and problems· Implement improvements continuously during the

pilot. Be agile· Rotate trainers

· Shared responsibility!

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Recap· Shift Left helps you

· let your Service Desk perform more effectively and efficiently

· to deliver better service to your customer· Best Practice Knowledge Management

· manages your knowledge centrally· updates itself when it’s used properly

· Roll-out will yield · better resource management · after commitment of time and effort

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“Share your knowledge.It’s a way to

achieve immortality.”- Dalai Lama

“The more extensive

a man’s knowledge of what has been

done, the greater will be

his power of knowing what to

do.”- Benjamin Disraeli

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