April2007 Knowledge Mgmt

Brent Pliskow, Help Desk Supervisor Debbie Duong, Help Desk Manager April 12 th , 2007 KCS Implementation at Credit Acceptance

Today’s Objectives ,[object Object],[object Object],[object Object]

Challenges Facing Support SUPPORT ORGANIZATION Source: Help Desk Institute - Foundations of KCS Course Material Increasing Complexity Increasing Demand Decreasing Budgets Rising Costs

Background ,[object Object],[object Object],[object Object],[object Object],[object Object]

Background ,[object Object],[object Object],[object Object]

KCS Methodology ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

KCS Double Loop Process Knowledge Capture in The workflow Structure For reuse Searching Is creating Just-in-time Solution Quality Solve Leadership Performance Assessment Content vitality Workflow Evolve

The Solve Loop ,[object Object],[object Object],[object Object],[object Object]

The Evolve Loop ,[object Object],[object Object],[object Object],[object Object]

Benefits ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Roles and Responsibilities ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Metrics ,[object Object],[object Object],[object Object],[object Object],[object Object]

KCS Recommendation ,[object Object],[object Object],[object Object],[object Object],[object Object]

Credit Acceptance Implementation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Prior to 2004 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Plan ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Document Template ,[object Object],[object Object],[object Object]

KB Actions ,[object Object],[object Object],[object Object],[object Object],[object Object]

Maintenance ,[object Object],[object Object]

Results ,[object Object],[object Object],[object Object]

Lessons Learned ,[object Object],[object Object],[object Object],[object Object]

Today and the Future ,[object Object],[object Object],[object Object],[object Object]

Additional Resources ,[object Object],[object Object],[object Object]

April2007 Knowledge Mgmt

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April2007 Knowledge Mgmt

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