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Knowledge Management - Strategies, Benchmarks and Best Practices
Service XRG, July 2009, Pages: 99
Executive Summary
About this Report
It is All About Knowledge
Getting Serious about Knowledge Management
The Funding Paradox
The Road to Continued Success
Knowledge Management Success
Ingredients for Success
Establishing the Scope for Knowledge Management
Suitability of Subject Matter
Customer Acceptance
Attainable Benefit
Solve the Right Problem
Objectives, Goals and Performance Measurement
Establishing Objectives and Goals
Performance Measurement
Organizational Support
Execution
A Framework for Success
Creating a Knowledge Management Framework
Foundation Elements
Framework Capabilities
The Economics of Knowledge Management
The Knowledge Management Equation
Chicken & Egg Scenario
The Difference Between Success and Failure
Building the Knowledge Management Economic Framework
Economic Impact
Quantification
Expectations, Goals & Objectives
Measuring the Benefit of Knowledge Management (KM Benefit)
The Impact of Knowledge Management on Operational Efficiency
Affecting First Contact Closure Rates
A Knowledge Management – Case Closure Scenario
The Impact of Knowledge Management on Prevention
Deflection Defined
Caution
Translating Increased Efficiency to Lower Costs
Knowledge Management Impact on Deflection
The Impact of Knowledge Management on Customer Retention
A Knowledge Management – Customer Retention Scenario
The Tangible Benefits of Knowledge Management
Establishing the Cost of Knowledge Management (KM Cost)
The Cost of Knowledge Management
Translating Resource Investments to Benefits
Balancing the Knowledge Management Equation
How Much Investment is Enough?
Staffing and Resource Allocation
Knowledge Management Staffing Levels
Staff Allocation Metrics and Industry Benchmarks
Staffing Levels by Size of Support Organization
Staffing Levels by Maturity of Knowledge Management Initiative
Staffing Levels by Primary Customer Segment Served
Knowledge Management Team
Knowledge Management Team Mission
Topic Coverage
Findability
Applicability
Team Size
Team Roles and Responsibilities
Resources Borrowed from Other Departments
Sizing the Knowledge Management Team
The Role of Support Staff in Knowledge Management
Content Quotas
What Works
Goals & Objectives
Training
Incentives
Knowledge Management Processes
Content Creation
Content Integration
Content Review
Content Retirement
Choosing the Right Knowledge Management Processes
Content
Overview
Types of Content Used
Effectiveness of Content Used
Evaluating Types of Content
Sources of Content
Choosing the Right Content and Sources
Content Quantity vs. Quality
Knowledge Base Size
Total Documents
Clutter Rate
Measurement Strategies
The State of Measurement
What is Measured
KM Performance Measurement
KM Impact Measurement
Metrics, Definitions and Measurement Strategies
Coverage
Accessibility
Appendix A: Study Demographics
Maturity of Knowledge Management Initiative
Size of the Support Organization by Number of Support Staff
Primary Customer Segment Served
About ServiceXRG
Table of Figures
Figure 1: Important Benefits of Knowledge Management
Figure 2: Knowledge Management Foundation
Figure 3: Knowledge Management Framework
Figure 4: Knowledge Management Economic Framework
Figure 5: First Contact Closure Rates
Figure 6: The Cost of Escalation
Figure 7: Deflection Defined
Figure 8: Self-Service Deflection Rates
Figure 9: Translating Efficiency to Savings
Figure 10: The Economic Impact of Stemming Customer Attrition
Figure 11: Support Costs
Figure 12: FTE Staff Allocated to Knowledge Management Activities
Figure 13: Knowledge Management Staff Costs as a Percent of Total Support Budget
Figure 14: Companies with Dedicated Knowledge Management Staff
Figure 15: Percent of Staff Dedicated to Knowledge Management
Figure 16: Support Staff Time Allocated to Knowledge Management
Figure 17: Knowledge Management FTE
Figure 18: Dedicate Staff by Size of Support Organization
Figure 19: Support Staff Time Allocated to KM by Size of Support Organization
Figure 20: FTE KM Staff by Size of Support Organization
Figure 21: Support Staff Time Allocated to KM by KM Maturity
Figure 22: Dedicated Staff by KM Maturity
Figure 23: FTE KM Staff by KM Maturity
Figure 24: Support Staff Time Allocated to KM by Customer Segment
Figure 25: Dedicated Staff by Customer Segment
Figure 26: FTE KM Staff by Customer Segment
Figure 27: Team Composition by Maturity of KM Initiative
Figure 28: Team Composition by Support Organization Size
Figure 29: Team Composition by Focus Area
Figure 30: Team Composition by Role
Figure 31: Knowledge Contribution Requirements
Figure 32: The Lifecycle of Knowledge
Figure 33: Content Creation Models
Figure 34: Content Review Models
Figure 35: Knowledge Base Review Triggers
Figure 36: Document Retirement Process
Figure 37: Choosing the Right Knowledge Management Model
Figure 38: Types of Content Used
Figure 39: Effectiveness of Content Used
Figure 40: Percent that Use Content Authored By a Central Content Group
Figure 41: Effectiveness Ratings for Content Authored By a Central Content Group
Figure 42: Percent that Use Content Authored by Support Representatives
Figure 43: Effectiveness Ratings for Content Authored by Support Representatives
Figure 44: Percent that Use Documentation and Help
Figure 45: Effectiveness Ratings for Documentation and Help
Figure 46: Percent that Use Case Tracking Records
Figure 47: Effectiveness Ratings for Case Tracking Records
Figure 48: Percent that Use Bug Reports
Figure 49: Effectiveness Ratings for Bug Reports
Figure 50: Percent that Use Discussion Forum Threads
Figure 51: Effectiveness Ratings for Discussion Forum Threads
Figure 52: Percent that Use Marketing Materials
Figure 53: Effectiveness Ratings for Marketing Materials
Figure 54: Sources of Content
Figure 55: Average Number of Total Documents
Figure 56: Average Clutter Rate
Figure 57: Size and Clutter Rate by Duration of Formal Knowledge Management Initiative
Figure 58: Size and Clutter Rate by Primary Customer Served
Figure 59: KM Performance Measurement
Figure 60: KM Impact Measurement
Figure 61: Measure KM Financial Impact
Figure 62: Maturity of Knowledge Management Initiative
Figure 62: Size of the Support Organization by Number of Support Staff
Figure 62: Primary Customer Segment Served
Table of Tables
Table 1: Knowledge Management Success Factors
Table 2: KM Appropriateness Based on Suitability of Subject Matter
Table 3: KM Appropriateness Based on Customer Acceptance
Table 4: KM Appropriateness Based on Attainable Benefit
Table 5: Examples of Business Goals and Objectives
Table 6: Organizational Support and Sponsorship
Table 7: Knowledge Management Enablers
Table 8: Case Closure Scenario
Table 9: Translating Efficiency to Savings
Table 10: Knowledge Management Staff Allocation Metrics
Table 11: Staffing Levels by Size of Support Organization
Table 12: Staffing Levels by Maturity of Knowledge Management Initiative
Table 13: Staffing Levels by Primary Customer Segment Served
Table 14: Knowledge Management Team Roles and Responsibilities
Table 15: Establishing Knowledge Management Workload
Table 16: Estimating Knowledge Management Team Size
Table 17: Editorial Review Processes
Table 18: Use of Editorial Review Processes
Table 19: Knowledge Base Review Triggers
Table 20: Content Source
Table 21: Dimensions of Knowledge Base
Table 22: Content of Types that Increase Clutter
Table 23: Coverage Metrics and Definitions
Table 24: How to Measure Coverage
Table 25: Accessibility Metrics and Definitions
Table 26: How to Measure Accessibility
Table 27: Impact Metrics and Definitions
Table 28: Measuring Impact
Table 29: Maturity of Knowledge Management Initiative
Table 29: Size of the Support Organization by Number of Support Staff
Table 29: Primary Customer Segment Served
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