Process and Resourcing Models
Enable the best operating model.
The most scalable operational model for support is a network. Most organizations are structured in a hierarchy (e.g. self-service, Level 1 or outsource partner, product queues etc.) Most have linear processes (triage, solve, escalate, or create, review, publish content). The worlds of service and technologies do not work in straight lines, so cost improvements in these structures are never sustainable. To make the work more effective, the organization has to be structured as a network. An operational model sample is available.
Keep content working effectively
Content needs to be findable and useful even as it grows.
Most organizations put in place a search, capture, review publish workflows. The pattern detection, content relationship management workflows are not well developed. We develop those workflows so they form a closed loop with the usage patterns. Over time as content grows, it should become less work not more. Management workflow model sample are available.
Measure the value of content
Put in place the best metrics
The measure of content value can only be measured in relative terms. The top 3 relative measured are: maturity, variation, and impact. These are measured relative to demand. When demand is tied to these 3 indicators, it creates an important focus to drive down costs, develop loyalty, and promote learning. Measurement methods overview is available.
Reward people for knowledge
The best way to recognize and reward people for sharing knowledge
Sharing knowledge is a means to an end (e.g. learning/training and improving time-to-proficiency, problem-solving and improving time-to-resolution, self-sufficiency and improving problem avoidance, etc.). People should be rewarded for the “end” (i.e. the outcome of the knowledge) and for the interim steps toward those outcomes. A dashboard which shows the correlations between the knowledge and those outcomes must be implemented. The Dashboards enables an organization to assign rewards to those outcomes. Value dashboard samples are available.
Clean up and organize knowledge
Get rid of half-baked and redundant content
“Bad” content is a symptom of a sub-standard process. Cleaning it up only defers the issue. The clean-up process should be a part of a normalization process which ties the content into a self-organizing structure. The normalized structure self-organizes by including workflows which help people relate new to existing content so new content is created by visibly filling a structured gap rather than just adding to a collection. A briefing on building normalized content is available.
Solve operational problems
Attaching knowledge to cases/trouble tickets
What if people don’t do it?
People always do what makes sense. Don’t try to change people. Make it make sense. With a management dashboard which correlates problems to process metrics – the problem goes away. Put in place a dashboard about problem resolution rates with content and people will use the content. Samples are available.