Processes flow, that’s their nature. But they can also stagnate, and when they stagnate they can become toxic. KCS Process Stagnation is a common occurrence but there is help available.
The flow or movement of articles through the life cycle states is an important indicator of the health of the KCS system. This is not to say all articles should necessarily move through the life cycle states, as reuse should be the driver of what moves and what doesn’t. Draft articles that have never been reused, or that we don’t have confidence in, should stay in a Draft state; Draft articles are ok. However, articles that are being reused or that we have confidence in must eventually make it to Published.
Many organizations do a great job in Phases 2 and 3, and realize significant operational improvement, but then the system slowly dies from process stagnation. Support Analysts lose interest, participation rates drop off and the benefits decline. The common underlying theme in these scenarios is KCS stagnation the flow of articles stops. By this we mean the organization has not created a customer self-service mechanism, or the rate at which articles are getting Published is not sufficient to support customer success with self-service.
The primary motivation for the Support Analysts to create and maintain the knowledge is the promise of reducing redundant work by not solving the same problem over and over. If articles are not getting published, or there is no effective self-service model, the Support Analysts will not see a change in the ratio of known vs. new issues they are working on. They will lose interest in the KCS practices. The flow of articles through the life cycle states is critical for the sustainability of the KCS practices.
Content as shown in KCS Version 5.3 Knowledge-Centered Support Practices Guide (2012) S3 [13.1-2]. KCS v5.3 was written and edited by Melissa George, David Kay, Greg Oxton, Rick Joslin, Jennifer MacIntosh, and Kelly Murray.
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Written By Paul Jay
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