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19 Cards in this Set

  • Front
  • Back
4.1 Strategic Framework
4.1.1 Define stakeholders.
Stakeholders are:
* Customers
* Employees
* Businesses
* Partners (Optional)
4.1 Strategic Framework
4.1.2 List the four components of a strategic framework.
The four components of a strategic framework are:
1. Business Objective ("What")
2. Approaches for each objective ("How")
3. Measurements for each approach
4. Targets for each measurement
4.1 Strategic Framework
4.1.3 Explain how KCS contributes to the organization's ability to meet its objectives.
KCS contributes to the organization's ability to meet its objectives by:
* Allowing each support analyst to leverage the experience of the whole group
* Making each customer interaction more efficient, consistent, and accurate
* Lowering marginal cost and increasing scalability
* Driving satisfaction and loyalty
* Enabling self-service through the efficient generation of findable, usable, and timely content that is relevant to customers and is in their context
4.1 Strategic Framework
4.1.4 Identify the benefits of a strategic framework.
The benefits of a strategic framework are:
* It establishes alignment with the stakeholder's objectives
* It maps the high-level goals of the organization with the goals of the individuals
* It builds alignment and defines "what's in it for me" (WIIFM)
4.2 Leaders
4.2.1 Identify the characteristics of a successful leader.
Successful leaders:
* Create an environment for success
* Create and communicate a compelling vision (purpose)
* Focus on what people need to accomplish their objectives and goals and supports them in how they will meet them
* Engage all stakeholders by communicating what's in it for them (WIIFM)
* Create a healthy culture through the right job descriptions, performance assessments, and rewards and recognition programs
* Encourage participation and motivate their employees
4.3 Purpose Statements
4.3.1 Define purpose statement.
A purpose statement explains the overall objective of the organization in a way that provides meaning to each individual's contribution.
4.3 Purpose Statements
4.3.2 Explain components of a compelling purpose statement.
A compelling purpose statement
* Engages people emotionally
* Is larger than the individual or the organization
* Is brief, clear, and concise
4.4 Communication Plans
4.4.1 Explain why a communications plan is necessary to the success of KCS.
A communications plan:
* Must be consistently repeated over time and through a variety of channels to drive understanding, engagement, and belief
* Must explicitly plan the messaging platform and the timing and channels of communications to ensure consistency at the right level of exposure
* Informs everyone of objectives
* Encourages team participation and reduces barriers for other groups whose participation is necessary
* Identifies channels for each audience
* Identifies the time required to meet stakeholder needs
4.4 Communication Plans
4.4.2 Identify the core components of a communications plan.
The core components of a communications plan are:
* A messaging platform for each audience
- Key messages: WIIFM (i.e., what's in it for me)
- Frequently asked questions (FAQs) and objections
- Elevator pitch
- Simple messages
* A communications strategy
* Project plan/time frames
4.4 Communication Plans
4.4.3 Define potential channels for communications plan.
Potential channels for communications plans are:
* Meetings (e.g., all-hands, group, one-on-one)
* Management by walking around, casual skip, echelon communications
* Coaching
* Training
* Conference calls and web conferencing
* Theme giveaways
* Collateral such as brochures and frequently asked questions (FAQs) documents
* Intranets
* E-mail
* Bulletin boards
* Posters
* Web sites
4.4 Communication Plans
4.4.4 Define an elevator pitch.
An elevator pitch is a short (5-7 seconds) explanation of what something is and why it matters to the listener.
4.4 Communication Plans
4.4.5 Identify the outcomes of a good elevator pitch.
A good elevator pitch should:
* Capture interest
* Make people want to hear more
* Create a positive perception and a sense of excitement
4.4 Communication Plans
4.4.6 List the audiences of a communications plan.
Audiences of a communications plan are:
* Customers/Partners
* Analysts
* Managers
* Executives
* Any other key stakeholders (e.g., IT)
4.4 Communication Plans
4.4.7 Explain why it is important to develop answers to objections related to KCS.
It is important to develop answers to objections related to KCS because:
* It is much easier to handle objections with a consistent and well thought-out message
* By identifying potential objections, you can address concerns that people may be reluctant to raise themselves
4.4 Communication Plans
4.4.8 Identify key strategies for handling objections.
When handling objections:
* Be sensitive to feelings behind the "thinking" analytical statement
* Acknowledge the validity of feelings and empathize
* Seek to understand the issue from the other person's perspective
* Offer an alternative perspective (don't debate or argue)
* Use WIIFM to craft your response in their terms
4.5 Business Case
4.5.1 Identify potential business reasons for implementing KCS.
While the business reasons vary for each organization, common potential business reasons for implementing KCS include:
* Reducing the marginal cost of support
* Increasing customer satisfaction and loyalty
* Delivering effective self-service
* Providing an opportunity for new value-added support offerings
* Identifying opportunities to improve product usability, serviceability, and reliability
4.5 Business Case
4.5.2 Identify investments that would be required to implement KCS.
Investments that would be required are:
* Leadership and management- program resources, executive mindshare, management training, and development
* Infrastructure and development- tools, licensing, customization, and/or integration
* Training and coaching for analysts, KCS coaches, managers, and knowledge domain experts
* Solution management- solution quality sampling and time for KCS coaching
4.5 Business Case
4.5.3 Identify some expected returns.
Expected returns include:
* Employee- recognition, sense of accomplishment, responsibility, job satisfaction, development of new competencies
* Customer- Improved support experiences, improved productivity, product engagement, satisfaction and loyalty, renewal rates and repeat purchases, increased use of the web
Business- reputation, ease of recruitment and retention, decreased marginal support cost, decreased cost to create or enhance content, capacity/scalability, time to improve employee proficiency
4.5 Business Case
4.5.4 Identify risks that need to be managed.
Risks that need to be managed are:
* Expectations of stakeholders
* Expectations of reduced cost
* Plan for capitalizing on the additional capacity generated by KCS (e.g., by growth of support demand, improved service levels, or value-added services)
* Technology integration
* Expectations of KCS deliverables