Topic

Knowledge management. We all want to do it, but few really do. Finding the time for it is difficult in busy times. And how do we motivate people to share their knowledge without making them feel they give away their most important asset: what they know that others don’t.

Knowledge Centered Service, previous Knowledge Centered Support, is the answer to these questions. The methodology not only explains how to embed demand-driven knowledge creation and maintenance into the process of interacting with customers, it also helps you to prepare the required organizational and cultural changes. Measuring performance and customer success are also key elements of the methodology.

ROI Calculator

Calculate your potential saving when you would execute an improvement project in the KCS area. Fill out 3 sets of information and you will get your answer!

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Amount of requests per end user and per month
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First Call Resolution rate
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Process maturity

Maturity incident management
Maturity problem management
Maturity change management
Maturity asset & configuration management
Maturity release management
Maturity knowledge management
Maturity self service
Maturity self service password reset

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Expected monthly benefits

  • Support cost reduction
    %
  • Business impact reduction
    %
  • Total cost reduction % for service desk
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  • Total cost reduction % for 2nd/3rd level
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  • Total cost reduction % for registration
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  • Total cost reduction % for incident and problem resolution
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  • Total cost reduction % for fulfillment
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  • Support cost reduction value
  • Business impact reduction value
  • Total cost reduction value for service desk
  • Total cost reduction value for 2nd/3rd level
  • Total cost reduction value for registration
  • Total cost reduction value for incident and problem resolution
  • Total cost reduction value for fulfillment
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Value drivers

We look critical at the value that our services add to you as our customer. A KCS project we carry out should add value to your service organization as well as to your customers. From experience we learned that that value can be compiled into the following five value drivers:

Optimize IT Costs
Optimize IT Costs

How do you optimize resource allocation, proficiency and employee retention through knowledge management?

Demonstrate Transparency
Demonstrate Transparency

How do you unlock the organizational knowlegde to improve customer enablement and get instant feedback on customer experience?

Increase Business Value
Increase Business Value

How do you improve customer experience through self-sufficiency by sharing contextual relevant knowledge?

Manage Risk
Manage Risk

How do you secure the organizational knowledge and prevent knowledge drain by making it explicit and searchable?

Assure Quality of Service
Assure Quality of Service

How to ensure consistent service support while increasing the capacity to handle business critical requests?

Approach

Our approach is aimed at defining projects with you, based on our clear Knowledge Centered Service (KCS) vision that lead to a gradual introduction of knowledge management at your organization. We believe in short, pragmatic projects that deliver clear results.

Our KCS projects consist of the following steps:

  1. The first step is to perform a KCS assessment with you. During this assessment we look at how your organization currently handles knowledge and knowledge sharing and what the advantages would be for your organization if you were to adopt the KCS method. Data is also collected in order to quantify the benefits of KCS in a business case that is specific to your company. This phase ends with a presentation to the executive team about what the method could mean to your organization in qualitative and quantitative terms.
  2. The foundation for the KCS adoption is laid during the second step. After approval of the project by the executive team, the core team is trained in the KCS method, and the contribution that the project must make to the company's goals is established within a strategic framework. The various deliverables for the project are also defined during this step, such as the communication plan, the content standard and the adoption strategy, which are assigned to the members of the core team.
  3. In step three a pilot group is selected in order to put the method into practice. Experience has shown that adopting this method in various phases is the most successful implementation method. The pilot group is trained in the method and the various roles and goes to work on the content standard and the other deliverables.
  4. In step four the experiences of the pilot group are evaluated and follow-up groups are selected to continue to roll out KCS at the organization in consecutive "waves". The pilot group further develops through training provided by coaches and knowledge domain experts and by working on performance indicators.
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