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KCS Goals: Measuring the Right Things

Web session presented by Patrick McBride of Oracle on 21 March 2017, in response to a question asked by Kristin Hunter of Sage: Do you have a good KCS goal that you use in your Customer Support teams? From Kristin: "Each year well-intentioned managers ask our KM team to provide a goal for KCS they can use for their teams. Creating meaningful goals, goals that cannot be easily gamed, goals that measure the “right things” is a challenge." Patrick shares Oracle's measurement dashboards in response. Keep in mind these are from a mature KCS implementation, where they have had 15+ years of experience and iterations! As Greg Oxton points out towards the end of this call, even the best measures in the world need context. Measurement challenges start to take care of themselves when people understand WHY they're being asked to do things in a certain way. (See "Create Value" in the KCS Principles and Core Concepts document: http://library.serviceinnovation.org/...)