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Do any of these comments sound familiar?
- “Only the new people find value in our knowledge base.”
- “Once our teams learn how to resolve something, they don’t need to use the knowledge base.”
- “It takes longer to find it in the knowledge base than it does to figure it out.”
- “Our knowledge base is out dated and cumbersome to use.”
- "I’ll ask (insert name here), he / she will know the answer.”
If so, you may be stuck in the knowledge-engineering rut. The Knowledge-centered-support methodology is a proven best practice that overcomes these challenges. Attend this session to learn about the KCS methodology and how you can use it to:
-reduce the time to resolution
-standardize answers to your customers
-lower support costs
-increase customer satisfaction
-increase employee job satisfaction
KCS becomes the way you resolve incidents, answer questions, share your knowledge with peer staff, and in short get people back to work. Because it is part of the Incident process, it is always current and accurate and enables your teams to continually support an expanding breadth of services.
Additionally, you will hear about the journey of the University of Phoenix, and parent company Apollo Education Group, in moving out of old-school knowledge engineering, “ivory tower” knowledge approaches, and into the realm of real-time knowledge management – using KCS to empower front-line staff content administration, and manage knowledge by positive peer-to-peer relationships. We will discuss the use of the Knowledge-Centered Support (KCS) methodology in a highly-regulated business environment, to capture, structure, and reuse knowledge as new incidents occur and the business environment changes. Our chat will discuss the methods utilized, uncover the “ditches” to avoid, and present the metrics used to measure and prove success.
Rae Ann Bruno, President, Business Solutions Training
Stephenie Gloden, Vice President of Enterprise Resource Management, Apollo Education Group
Steve McMillan, Director of Enterprise Knowledge Management, Apollo Education Group
Edward Gray, Systems Integration and Support Specialist, University of Mary Washington
and Assistant Manager, itSMF USA Higher Education Community of Interest