Spotlight on... ProActive Services

Spotlight on... ProActive Servicesproactive-2009-logo_229_x_86

 

One of the biggest challenges organisations have is ensuring that the right information is captured and utilised, rather than being held in people’s heads and potentially disappearing into the ether when they move on.  Support organisations are being asked to respond quicker and solve problems faster, whilst coping with added complexities of technology, process, and people.


Whilst ProActive had traditionally offered IT Infrastructure Library (ITIL) framework consulting and training services, we realised that there was a complementary requirement for more than just a Knowledge Management framework; what many organisations needed was a methodology to focus on how information is gathered, used, and recycled.  It was at this point we found Knowledge Centred Support, or KCS.


In June 2009, ProActive had three consultants formally verified to conduct KCS training services in the Australasian region by Greg Oxton, the Executive Director of the Consortium for Service Innovation.  The Consortium is a non-profit alliance of industry leading service and support organisations focused on developing innovative ways to improve the customers’ support experience.  (For more information about the consortium, please visit www.serviceinnovation.com).


So what is Knowledge Centred Support, and how can it help you?


KCS enables organisations to deliver greater value with more efficiency by capitalising on what organisations already have……knowledge. This increased value is created and managed by capturing the collective experience of solving problems and answering questions, making it reusable, and evolving it to reflect organisational-level knowledge.

Organisations who have implemented KCS have reported dramatic improvements in incident resolution and training times, in customer satisfaction, and in analyst job satisfaction.  As a result, they are realising substantial savings in operating costs at the same time they are seeing improvements in service levels.

One of the best things about KCS is that it encourages individuals to work together to improve organisational learning.  It focuses on the people aspect and provides guidance on how individuals need to shift to a perspective that sees knowledge as an asset that is owned and maintained by a team, not by an individual or a small group of content creators.  Part of implementing KCS is to look at changing Key Performance Targets from being individual focused, to one where individuals are rewarded if they work as a team to capture and improve collective knowledge.

If implemented successfully, organisations have found that KCS can help:

  • Solve Cases and Incidents Faster - over 50% improved time to resolution
  • Optimise Use of Resources - 70% improved time to staff proficiency
  • Enable eServices Strategy - improve customer success and use of web self-help
  • Build Organisational Learning - 10% issue reduction due to root cause removal


ProActive has a number of different solutions designed to help organisations implement KCS.  From Computer Based Training Awareness modules, to 3-day Training courses, to a Fast-Track Implementation Programme, our services are designed to get you up and running quickly, and therefore seeing results sooner!


Take a look at our demonstration CBT module, or view our full service offering by clicking through to our website:
http://www.proactiveservices.com.au/KCSFastTrack.html