Exit Criteria for Phase 1 We will be ready to move from Phase 1 to Phase 2 when an executive sponsor has bought in and we have completed the planning deliverables. The chart below recaps the deliverables and the readiness criteria. Refer to the Practices Guide and the KCS Foundations workshop for implementation details. Phase 1 Activities Benefits Readiness Evidence Executive Sponsor Ensures champion who can Kickoff meeting for core team with executive Buy In launch and maintain visibility Budget approval externally and provide vision and Team-wide communication from executive leadership internally about plan and goals Strategic Sets clear expectations internally Separate Customer, Employee, and Business Framework and externally; show how Views with related activities and anticipated Development contributions align and fit into a results bigger picture Baseline measures Allows us to benchmark against 1-3 baseline measures captured for each ourselves as the KCS program Customer, Employee and Business View matures Cultural baseline established at group level Workflow and Enables consistent article quality Workflow has been simulated and documented content standard and rapid improvements in Content standard is understandable and easily proficiency accessible Communication Captures key messages for each Written communication plan with project Plan audience owner (possibly a marketing owner as well as a team lead) Educates stakeholders and Review and signoff of plan by executive maintain commitment to project sponsor Process for testing communications effectiveness Process for feedback and improvement Performance Guides individual development Draft radar chart developed with baseline assessment and Enables understanding of group competency profiles for team members reports progress Technology Plan Technology assessment Helps us understand the ability of accurately implements workflow and content our existing technology to support new KCS processes standard Minimizes technology investment Adoption roadmap Helps set expectations about KCS core team and first group of adopters and training plan time and cost commitments identified Simplifies project management Training scheduled for KCS participants, managers, and coaches Phase 2: Adoption Phase 2 establishes a team-wide understanding of KCS concepts, including the dynamic collective experience that is captured in the knowledge base, while it builds KCS skills. Activities include: Training of the team members, their managers, and the coaches Validation of the foundation elements built in Phase 1 Evolution of the technology to better support the practices KCS competency development to the point that the KCS practices become second nature for the support analysts.
Exit Criteria for Phase 1 We will be ready to move from Phase 1 to Phase 2 when an executive sponsor has bought in and we have completed the planning deliverables. The chart below recaps the deliverables and the readiness criteria. Refer to the Practices Guide and the KCS Foundations workshop for implementation details. Phase 1 Activities Benefits Readiness Evidence Executive Sponsor Buy In Ensures champion who can launch and maintain visibility externally and provide vision and leadership internally Kickoff meeting for core team with executive Budget approval Team-wide communication from executive about plan and goals Strategic Framework Development Sets clear expectations internally and externally; show how contributions align and fit into a bigger picture Separate Customer, Employee, and Business Views with related activities and anticipated results Baseline measures Allows us to benchmark against ourselves as the KCS program matures 1-3 baseline measures captured for each Customer, Employee and Business View Cultural baseline established at group level Workflow and content standard Enables consistent article quality and rapid improvements in proficiency Workflow has been simulated and documented Content standard is understandable and easily accessible Communication Plan Captures key messages for each audience Educates stakeholders and maintain commitment to project Written communication plan with project owner (possibly a marketing owner as well as a team lead) Review and signoff of plan by executive sponsor Process for testing communications effectiveness Process for feedback and improvement Performance assessment and reports Guides individual development Enables understanding of group progress Draft radar chart developed with baseline competency profiles for team members Technology Plan Helps us understand the ability of our existing technology to support new KCS processes Minimizes technology investment Technology assessment accurately implements workflow and content standard Adoption roadmap and training plan Helps set expectations about time and cost commitments Simplifies project management KCS core team and first group of adopters identified Training scheduled for KCS participants, managers, and coaches Phase 2: Adoption Phase 2 establishes a team-wide understanding of KCS concepts, including the dynamic collective experience that is captured in the knowledge base, while it builds KCS skills. Activities include: Training of the team members, their managers, and the coaches Validation of the foundation elements built in Phase 1 Evolution of the technology to better support the practices KCS competency development to the point that the KCS practices become second nature for the support analysts.