WorldTour–BostonMarch1,2018

Inordertogetdrama8callydifferentresults,wehavetodosomethingdrama8callydifferent.

Whatdoesitmeanorlookliketodosomethingdrama8callydifferent?

ChallengethestatusquoStepoutofyourcomfortzone;takerisksEmbarkonajourneyoftransformaDon…everevolving

•  KnowledgeisthekeyassetfororganizaDons

•  Withouttheabilitytoshare,knowledgeholdsliGlevalue

•  Fortune500companieslose31.5billiondollarsannuallyduetoafailuretoshareknowledge(Babcock,2014)

•  Disparateknowledgerepositoriescreatemany“sourcesoftruth,”leadingtoconflicDnginformaDonandmistrustofresources

•  SimilarknowledgechallengespersistacrossDmethroughoutorganizaDons&industriessuchas…

WhatisthemosteffecDvestrategyformanagingknowledgethroughoutthebusiness?

Giventhefollowing:

(Rains,2013)(ConsorDumforServiceInnovaDon)

Startup LargeCorpora8on

SaaSfieldservicesmobileapplicaDon

Turnaroundstartup

Thereisarunway…

Implemen8ngKCSinHigherEduca8on

Pre-KCS: 7-14 days to publish internally

KCS:

3-5 minutes to publish internally

ArDcle

ArDcle

1

2

3 4

Customer

EmployeeApprover

6a

EmployeePublisher

Self-Service

KnowledgeBase

Compliance

6b

2

3

4

5

Employee(Author)

KnowledgeFoundKnowledgeNotFound

1.  Customerprovidesissueandenvironment

2.  CandidateidenDfiessoluDon

3.  InformaDoncombined;creaDngaknowledgearDcleintheKB

4.  Basedondemand,arDcleflowstolicensedContributorforvalidaDon

5.  ArDcleflowstoPublisherlicensedforeditsandfinalvalidaDon

6a.ArDclesenttoCompliance,ifnecessary

6b.ArDclereceivesfinaleditsandpublishedtoexternalaudience

1.  CustomerexpressesaquesDonorissue.

2.  KCSCandidatesearchestheKB

3.  KnowledgearDclefound

4.  Providecustomerknowledge

Currentlysuppor8ngover2000users

Customersspan16departmentsanduse4differentknowledgebasetools

QuarterlyKCScouncilmee8ngswithrepresenta8vesfromeachbusinessunit

0 100 200 300 400 500 600 700 800 900 1000 1100 1200 1300 1400

Academic

Finance

QC

Enrollment

CampusOps

TAC

FAHD

OAR

CS

Repayment

ITOC

GA

EWFM

HRSC

CorpApps

EIM

Improveorganiza8onalknowledgehealth

Providekeymetricsandac8onabledatatoallbusinessstakeholders

Establishindustrybestprac8cesforprojectimplementa8onplanstoensurelong-termsuccess

Par8cipateinsymposiatoremaincu^ng-edgeinnewprocessesandinnova8ons

ImplementKnowledgeBest

Prac8ces

MonitorPerformance

Framework&

Management

FosteraKnowledgeCulture

•  ReducDonintrainingDme•  InterdepartmentalquesDonsdrop•  ReduceDmetoimplementfeedback•  Improvedqualityofwork(reducDonofmisadvisement)•  Individualuseofknowledgebaseinlieuofcasesclosedwithout

knowledge•  Increasetoemployeemorale•  ImplementedfirstAIchatbotforemployeesinHR,Sophia

•  Onaverageover500,000self-servicevisitorsannually

•  91%decreaseinquesDonsaskedtoEthicsandCompliancedepartment

•  Over20,000visitorstoHRportalinjustfivemonths

•  Uptoa15%decreaseintrainingDme

0

20000

40000

60000

80000

100000

120000

140000

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21

StudentPortalVisits

Aaer

Before

60

65

70

75

80

TAC Inbound Outbound

HOURS

TRAININGTIME

Aaer Before

FourKeyPhases:

Planninganddesign

Adop8on

Proficiency Leveragetheknowledge

base

Communica8ons ContentManagement

PerformanceManagement

Training

Strategicframework

Styleguide RewardandrecogniDon

Completeenterprisetraining

CommunicaDon/brandingplan

Content(import,engineer,fromscratch,orcombinaDon)

IntegraDonwithexisDngprograms

Accesstosystems

ElevatorPitch:What’sinitforme?

Maintenanceworkflow

AssessmenttofillKCSroles

Implemen8ngKCSiseasyright….ItcanbemucheasiertotaketheKCSjourneyandexperiencesustainabilityofyourprogrambycerDfyingyourteamthroughtheKCSAcademyusingcerDfiedtrainers.

FormostorganizaDons,KCS®representsanewwaytothinkaboutknowledge,andthebenefitsareprofound.

Inordertogetdrama8callydifferentresults,wehavetodosomethingdrama8callydifferent.