Monitor and Analyze

“One reason the knowledgebase has become a natural part of the work-flow has to do with ‘systems thinking.’ The help desk . . . integrated the knowledgebase with their Avaya CTI and Peregrine call tracking systems . . . to analyze the customer experience. Instead of focusing only on the technical solution, we wanted to look at the process, at why and how calls were getting resolved so that we could understand why others weren’t.”

— Keith Amey, Operations Manager, Fujitsu Services, theFujitsu Group

Successful knowledge management depends on a committed group of operators, which in turn requires the POC documentation teamto track performance, measure results, and report findings. Ideally, quantifiable results are broadcast weekly to the unit administrators, teams, and individuals. Participants at every level must be able to see evidence of the cumulative benefits so they actively participate and continuously improve the knowledge available to both users of web-based self-service options. Beyond this, visible progress ensures that the knowledge initiative will likely receive the necessary resources for long-term success.

In a typical support center that encourage executive support the ROI value can be measuredas follows:

• Fewer supervisor questions

• Increase in the number of problems resolved

• Increase in the number of problems solved via web help system self-service options

The more operators find information using knowledgebase solutions, they had something to do with, the more they are apt to continue with active question solution participation.

In addition to developing a committed culture and enthusiastic operators, performance tracking and analysis helps organizations understand gaps in available information and the value of existing information to the people using the system. Given the option, created or improved information becomes available that fills the needs.

In the self-service environment, organizations can learn a great deal by analyzing the questions asked and the answers returned. Support centers that understand the top questions asked for which no satisfactory answer was found can direct the efforts of their technical documentation team to creating content that responds directly to demand.

Next: Is knowledge management the only answer?