Home > KCS v6 Adoption Guide > Phase 4 - Maximizing > Continuous Improvement

Continuous Improvement

Continuous Improvement Activities

Phase 4 Activities


Readiness Evidence

Articles available for self-service

Customer has faster visibility to article

90/0 rule—90% of what the support organization learns from resolving issues is on the web within 0 minutes of becoming known.

Selfservice success (call deflection or issues resolved without assistance or escalation)

Customer can find the article without having to call

85/85 goal—at least 85% of the time customers are using selfservice first and at least 85% of the time they are finding what they need (customer interaction maps help here).

Work shifted from known to new

New opportunities and challenges for employees

New vs known—the work in the organization shifts from mostly known to mostly new, . Knowledge workers spend the majority of their time resolving new issues. This will vary based on product lifecycle or process/policy changes.  

Incident volume decreased

Opportunities to create additional value for customer

Number of requests/incidents declines (this needs to be normalized to install base or revenue in order to account for the dynamics of the business)

Problems are being removed from the product or request for enhancements being implemented increased

Improved product

Increase in the number of business improvements identified (product function, service, process, policy)

Time to adopt new/enhanced products

Customer success measured

Decrease from the baseline

Support cost as a percentage of revenue has decreased

Lower cost

Support costs have dropped by 2550%, and the volume of customer issues resolved is up at least 100% (web success combined with incidents closed)

Customer satisfaction and loyalty increased

Increase customer success

Increase from the baseline

Employee satisfaction and loyalty increased

Increase profit

Increase from the baseline

Stakeholder Engagement

Techniques to engage stakeholders in Phase 4 (see complete Stakeholder Engagement Matrix in Appendix C)


Audience Executives Managers Knowledge Workers Business Owners

Phase 4 -


  • Review/update Strategic Framework
  • Review reports on customer success with self-service measures and a summary of top reused article (internal reuse and customer use) reports
  • Review cross-functional measures (time to cure)
  • Acknowledge KCS impact and value in communications (news-letters, all-hands meetings, ops review with C-level)
  • Advocate for the value support creates for the business
  • Review analysis from New vs Known study
  • Celebrate customer success with self-service
  • Celebrate changes in the products, services, and/or policies due to patterns in the knowledge base
  • Acknowledge knowledge workers who are creating value 
  • Access to internal and external reuse reports
  • Acknowledge contribution to self-service success
  • Visibility to and acknowledgement for changes in product due to patterns in the knowledge base (their contribution)
  • Review information about self-service activity patterns, trends and customer feedback
  • Review information about community activities: patterns, trends, and sentiment
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