Audience Phase I - Planning Phase II - Adopting Phase III - Proficiency Phase IV - Leverage Executives Help develop the Review strategic Get reports on the Review strategic framework Strategic Framework framework benefits: performance Review reports on customer Review cost benefit Receive regular against baseline success with self-service measures analysis and baseline updates on the status measures and a summary of measures on adoption activities Review top reused top reused Article (combined and success stories Article report with internal reuse and customer Understand the analysis use) reports timing of benefits Build relationship and communications with Review plans for the Review cross-functional Understand the marketing, product new measurement measures (time to cure) impact of self-service management and model for phase IV: success on traditional Acknowledge KCS impact and development about the measures and measures, and value in communications (new value of Article reuse cross-functional support the letters, all hands meetings) reporting and root measures (time to cure) introduction of new Advocate the value support cause analysis measures for the Acknowledge KCS creates for the business health and value of Advocate the value impact and value in support support creates for the communications (new business (to C level letters, all hands Contact references executives) meetings) (Executives at other companies that have Align Director goals Advocate the value been successful) and measures (VP support creates for the direct reports) to business Establish and support KCS Prepare C level execs for KCS Council behaviors Engage C level execs new measures of value Support KCS and health of support in the business assessment program that includes self-service benefits of KCS for teams (KCS council (strategic framework) manages and evolves)
Audience Phase I - Planning Phase II - Adopting Phase III - Proficiency Phase IV - Leverage Executives Help develop the Strategic Framework Review cost benefit analysis and baseline measures Understand the timing of benefits Understand the impact of self-service success on traditional measures, and support the introduction of new measures for the health and value of support Contact references (Executives at other companies that have been successful) Establish and support KCS Council Engage C level execs in the business benefits of KCS (strategic framework) Review strategic framework Receive regular updates on the status on adoption activities and success stories Build relationship and communications with marketing, product management and development about the value of Article reuse reporting and root cause analysis Advocate the value support creates for the business (to C level executives) Align Director goals and measures (VP direct reports) to KCS behaviors Support KCS assessment program for teams (KCS council manages and evolves) Get reports on the benefits: performance against baseline measures Review top reused Article report with analysis Review plans for the new measurement model for phase IV: measures and cross-functional measures (time to cure) Acknowledge KCS impact and value in communications (new letters, all hands meetings) Advocate the value support creates for the business Prepare C level execs for new measures of value and health of support that includes self-service Review strategic framework Review reports on customer success with self-service measures and a summary of top reused Article (combined internal reuse and customer use) reports Review cross-functional measures (time to cure) Acknowledge KCS impact and value in communications (new letters, all hands meetings) Advocate the value support creates for the business
SustainingKCSMatrix.docx