Performance Assessment Flashcards
Chapter 6
identify the various roles involved in the implementation of KCS
- management/leaders - motivates and supports
- KCS candidate - a knowledge worker that contributes drafted knowledge articles for the knowledge base
- KCS contributor - a knowledge worker that uses, contributes, enhances, and approves knowledge articles as per the standards. contributes knowledge articles without the requirement of those articles being reviewed by others
- KCS publisher - a knowledge worker that contributes, enhances, approves, and publishes knowledge articles
- KCS coach - individuals who have achieved the level of KCS publisher and have coaching skills
- knowledge domain expert - individuals who have achieved the level of KCS publisher and strong knowledge of a domain
- KCS adoption team
- KCS program team - responsible for developing the KCS practices and designing the KCS implementation plan
- KCS council - cross-functional group consisting of knowledge manager, KCS coaches, the knowledge domain experts, and representatives from management. the council is lead by the knowledge manager
describe the roles for the KCS adoption team
management/leaders - managers must become leaders and define the vision of what success looks like at their level of the organization. leaders support the knowledge workers in deciding how the work should be done (workflow) and in defining the standards for findable and usable KCS articles (content standard)
knowledge workers - anyone responding to an interaction or request
- KCS candidate
- KCS contributor
- KCS publisher
KCS coaches - change agents and KCS practice experts who support the development of KCS competencies and the proficiency development of knowledge workers from KCS candidate to KCS publisher. generally, this role is a peer working part time as a coach
knowledge domain experts - responsible for identifying evolve loop content based on KCS articles created in the solve loop workflow. KDE’s look after the health of the knowledge base, are usually focused on a collection or domain of content, and have technical expertise in the domain and a profound understanding of KCS processes.
describe the responsibilities of a KCS candidate
understand the structured problem-solving process
accurately and consistently capture the customer’s context in the workflow
search for and find existing KCS articles
review and either link or flag articles in the problem-solving workflow
modify their own KS articles
frame new KCS articles (work in progress or not validated) which will be reviewed or finished by a KCS contributor or KCS coach
describe the responsibilities of a KCS contributor
review (as they reuse) or finish KCS articles that are framed by themselves or others ensuring that the articles adhere to the content standard
create or validate articles in their product area (without review by a coach)
author and approve articles for broad audience visibility
directly improve articles that have article visibility set to internal and flag articles in an external state that need to be updated or improved
define the responsibilities of a KCS publisher
set the article visibility to external or publish content to an external audience (typically on the web)
modify externally-facing content and exercise good judgement about modifying external articles
understand the technical implications of the knowledge being published
understand what material is priority information
understand the copyright and trademark policies enforced by the organization
understand the external audience and publishing requirements outlined in the content standard
describe the responsibilities of a KCS coach
promote user skill development
help the KCS candidate understand the problem-solving workflow and how the KCS article management process is integrated
influence knowledge workers to practice effective knowledge management and to apply standards for creating and improving knowledge within the knowledge base
review KCS articles framed by the KCS candidate until they reach required levels of competency
perform internal validation of KCS articles to ensure accuracy for the described context and adherence to the quality standard
provide ongoing feedback to knowledge workers and management about organizational KCS skill development
provide feedback to the knowledge developing organization, within the defined processes, to improve KCS article management
develop and monitor their own coaching skills through work with head coaches
participate in the KCS council
explain the goal of a KCS coach
the goal of a KCS coach is to increase the competencies of others
list compentencies of an effective KCS coach
a thorough understanding of KCS practices
the ability to articulate why we are doing KCS and what’s in it for the knowledge worker
understanding support processes and tools
inquiry, advocacy, appreciation and reflection
excellent communication skills particularly in the following areas
- listening skills, seek to understand
- explaining and describing concepts
- providing feedback
- influencing to generate results
mindfulness of feelings
demonstrate ability to:
- manage time effectively
- identify coaching moments - using data and measures to help others become more proficient
- communication effectively with management
being able to deal with objections like:
- can’t capture workflow
- don’t have time to create articles
- dumbing down my job
- giving away my value
demonstrated commitment to the success of team members
identify the benefits of a KCS coaching program
training with coaching has an 86% increase in productivity vs. 22% by training alone
the average ROI for coaching is 6x”s the cost of coaching
coaching increases consistency and replicable bottom line results
identify considerations for effective coaches
the most sucessful organizations use social network analysis (SNA) to view their organizations’ trust network and to:
- gain insight into who to select as coaches
- identify collaborators in the organization to validate coach selections that have already been made, and to diagnose the cause of inconsistent KCS articles
too often organizations have made the mistake of picking the subject matter experts (SME), technical leads, or documentation editors to be coaches without considering their social skills
describe the responsibilities of a knowledge domain expert
ensure efficient and effective problem-solving by the team
apply expertise in data mining to perform trend analysis and find the significant patterns in the data
assist in the fundamental development and maintenance of knowledge base quality and flow, including the knowledge base quality methodology, article standards, and process guidelines
develop and analyze reports on key metrics for business value of the knowledge base, such as article reuse rates, web-enabled call avoidance, and improvements to resolution times
ensure effective knowledge base operations by monitoring related information (organizational effectiveness, resource allocation, new article creation trends) and making recommendations to management to accommodate changing conditions
advocate for changes necessary to maintain the knowledge base as an effective tool for archiving business objectives
provide input for items that have a worldwide impact. for example, monitoring and defining the kCS article metadata, prioritizing enhancement requests, coordinating training efforts where feasible, and planing for upgrade and system integration enhancements
influence the owners of products, documentation, processes, and policies to make improvements
participate in the KCS council
describe the responsibilities of the KCS council
The KCS council assumes ongoing management and is the body that provides the guidance on changes to the content standard, knowledge workflow, ect. this is often done through biweekly meetings to discuss issues and evolving improvements. the KCS council focuses on continuous improvement, which is critical in order to sustain and optimize the KCS benefits
describe the KCS license metaphor
the KCS licensing model defines system rights and privleges for each role: KCS candidate, KCS contributor, and KCS publisher
some people will choose to progress farther, study more, and gain more advanced skills while others will remain at a level they are more comfortable with
performance assessment must include guidance on how, when, and whether to advance. each license is earned based on demonstrated consistent behaviors that align with the KCS role
a knowledge worker who frequently breaks the rules or demonstrates poor judgement should lose their license.
explain what a KCS license is
a KCS license is a metaphor for a defined set of access rights that an individual earns by demonstrating their ability to contribute quality articles as well as follow and understand the KCS practices
list the three components of KCS performance assessment model
linking individual goals to departmental and organizational goals to help people see how their performance is related to the bigger picture
looking at performance for multiple points of view - the typical scorecard considers the key stakeholders: customers, employees, and the business
distinguishing leading indicators (activities) from lagging indicators (outcomes)
