Knowledge Management Is Not Optional
Peter McGarahan will share his First American Knowledge Management beginning with the realization that Knowledge was not an option, but a critical component in future of our continuous improvement maturity journey. There was some resistance and hesitance to implementing and operationalizing KM with in the service and support teams. I strongly believed that KM was a choice versus a mandatory requirement for continuous improvement and sustainable success. We agreed that doing KM right would be a game changer for us in terms of quality, speed, and customer satisfaction and prepare us for future opportunities in supporting our business. We worked hard to ensure we could successfully integrate KM into the incident management workflow, author quality content and require Knowledge Centered Services (KCS) best practices of search always and Use, Flag, Fix, and Add (UFFA) knowledge articles (KAs) into our “single source of truth.” Pete will share with you why Knowledge Management is so critical to realizing results from the implementation of the Shift-Left Service Strategy. Additionally, how critical it is to get the buy-in of stakeholders, service owners and service delivery teams as they author articles to deliver Knowledge “at the speed of conversation” enabling First Contact Resolution and self-service usability. Pete will also share the metrics, reports, scorecards displaying the rippling and resulting impact of their Knowledge Management practice at First American.
About our Speaker:
Peter McGarahan, Sr. IT Director for First American is an Industry Expert and Thought Leader in the global IT Operations & Customer Service industry. Peter was the founder of McGarahan & Associates and offers 30+ years of IT, Business and Service leadership. He is passionate about sharing his lessons learned and career experiences through published articles and presenting at industry conferences around the world.