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Shift left - empowerment through knowledge - SEE UK - 2016


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Knowledge might be power, but if you pay it forward it becomes empowerment. ‘Shift Left’ is one of service management’s most recent trends. If implemented correctly, your department can reduce incoming requests, automate processes and empower your entire organisation. This workshop will help you apply the principles of ’Shift left’ both internally for your team and externally for your clients.

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Shift left - empowerment through knowledge - SEE UK - 2016

  1. 1. Shift Left Empowerment Through Knowledge Christiaan De Jong Sietze Meijer
  2. 2. Who are we? Christiaan de Jong BPKM Implementation Lead Consultant Sietze Meijer BPKM Implementation Consultant
  3. 3. What will we talk about? · Shift Left (Left) · Best Practice Knowledge Management · User story – TOPdesk Support · Results · Lessons learned
  4. 4. How does your organization manage knowledge?
  5. 5. How many times do you need to answer same questions?
  6. 6. How do you shift left? Manage your knowledge!
  7. 7. Costs Average solution time Customer 1st line 2nd line 3rd line Shift capacity to resolve to front office Shift capacity to resolve to 2nd line Shift capacity to resolve to customer (e.g. SSD) Optimize use of self-service Eliminate waste calls
  8. 8. BPKM Best Practice Knowledge Management
  9. 9. Best Practice Knowledge Management Tool People Process
  10. 10. The new process Create a call Search 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 Yes Yes
  11. 11. Basic principles 1. Ensure that knowledge retention is part of solving calls 2. Optimize knowledge items from call to call 3. Use the knowledge base as a collective memory
  12. 12. User story TOPdesk Support
  13. 13. 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
  14. 14. Challenge · Many recurring questions  Solve more efficiently
  15. 15. Challenge · Differing quality of answers  Create uniformity in answers
  16. 16. Challenge · Difficult to find knowledge  Collect knowledge centrally
  17. 17. Challenge · Contact Support for each question  Increase self-reliance of customers
  18. 18. Starting point · BPKM is not a project at work… · …it’s the way we work!
  19. 19. Implementation · Project plan · Pilot · Weekly evaluation by pilot group · Weekly update of the department · Roll-out to entire department · Training · Coaching
  20. 20. So what does that look like? A demo …
  21. 21. 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
  22. 22. Lessons learned · Create support · Celebrate successes, report regularly · Share challenges and problems · Implement improvements continuously during the pilot. Be agile · Rotate trainers · Shared responsibility!
  23. 23. 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
  24. 24. “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