Audience Phase I - Planning Phase II - Adopting Phase III - Phase IV - Leverage Proficiency Managers Representative Receive training on KCS Training on new Celebrate customer success managers involved in concepts and new measurement model for with self-service design session and performance phase IV - leverage (next Celebrate changes in the adoption planning assessment model (old phase), products, services and/or measures that can Receive KCS overview Develop team measures policies due to patterns in the disrupt KCS success) and information KB Provide constant about how it will help Align team goals to feedback to support Acknowledge support analysts them and recognize analysts on their who are creating value (article KCS behaviors Help with knowledge contribution value/article impact model) identification of early Celebrate achievement Acknowledge support adopters and KCS of KCS licensing levels analysts who are Coaches (recognition of those creating value who earn license Support KCS coach activities Coaching for managers Management representation on the KCS council (selection and/or rotation)
Managers Representative managers involved in design session and adoption planning Receive KCS overview and information about how it will help them Help with identification of early adopters and KCS Coaches Receive training on KCS concepts and new performance assessment model (old measures that can disrupt KCS success) Align team goals to and recognize KCS behaviors Celebrate achievement of KCS licensing levels (recognition of those who earn license Support KCS coach activities Coaching for managers Management representation on the KCS council (selection and/or rotation) Training on new measurement model for phase IV - leverage (next phase), Develop team measures Provide constant feedback to support analysts on their knowledge contribution Acknowledge support analysts who are creating value Celebrate customer success with self-service Celebrate changes in the products, services and/or policies due to patterns in the KB Acknowledge support analysts who are creating value (article value/article impact model) Audience Phase I - Planning Phase II - Adopting Phase III - Proficiency Phase IV - Leverage
SustainingKCSMatrix.docx