Average incidents closed per month per Analyst (capacity) Cost per incident The Performance Assessment Model created during the KCS Design Session defines the specific measures that will be used by the organization. This is easy to do for the metrics that are known. For the unknown measures, a baseline must be estimated. How the baseline is estimated is not important as long as the way it is measured is consistent throughout the adoption. For more information about recommended measures, see the “Measurement Matters” paper at . Exit Criteria for Phase 1 Once the Pilot Team is committed and has met the following exit criteria for Phase 1, the team will move into Phase 2, the Adoption Phase of the KCS program. Phase 1 Exit Criteria Benefits Readiness Evidence Organization Clear vision of goals Executive sponsor buy-in commitment Budget approval Staff Management team buy-in Budget approval KCS Adoption Team resources made available Communication sent from executive about plan and goals Strategic Framework Defined expectations Separate customer, employee, and complete for customer, business views with related employee, and benefits and anticipated results organization Content standard Consistent Article Content standard is assessable content understandable and easily accessible Process in place to update content standard Article Quality Index High quality Articles AQI can be captured in an easy to available use tool and assessable to all coaches Workflow Process Problems solved Workflow has been simulated and tested faster documented Performance Learning and Draft metrics developed and Assessment Model development defined defined
Average incidents closed per month per Analyst (capacity) Cost per incident The Performance Assessment Model created during the KCS Design Session defines the specific measures that will be used by the organization. This is easy to do for the metrics that are known. For the unknown measures, a baseline must be estimated. How the baseline is estimated is not important as long as the way it is measured is consistent throughout the adoption. For more information about recommended measures, see the “Measurement Matters” paper at . Exit Criteria for Phase 1 Once the Pilot Team is committed and has met the following exit criteria for Phase 1, the team will move into Phase 2, the Adoption Phase of the KCS program. Phase 1 Exit Criteria Benefits Readiness Evidence Organization commitment Clear vision of goals Budget approval Executive sponsor buy-in Staff Management team buy-in Budget approval KCS Adoption Team resources made available Communication sent from executive about plan and goals Strategic Framework complete Defined expectations for customer, employee, and organization Separate customer, employee, and business views with related benefits and anticipated results Content standard assessable Consistent Article content Content standard is understandable and easily accessible Process in place to update content standard Article Quality Index available High quality Articles AQI can be captured in an easy to use tool and assessable to all coaches Workflow Process tested Problems solved faster Workflow has been simulated and documented Performance Assessment Model defined Learning and development Draft metrics developed and defined