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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) |
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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 |
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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 |
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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) |
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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 |
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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.
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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 |
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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 |
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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 |
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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 * Bulletin boards * Posters * Web sites |
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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.
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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 |
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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) |
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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 |
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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 |
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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 |
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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 |
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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 |
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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 |