INDUSTRY INSIGHTS: SESSION #308

Knowledge Management at Progressive Insurance: A Case Study

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Barb Dombrowski

Knowledge Management & Incident Management Processes Owner

Today’s Topics•Knowledge Management – Progressive’s Story•What worked / What didn’t •What’s next for Progressive

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Knowledge Management Team Vision

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• Knowledge Management implemented at the Service Desk in 2000

• Service Management Office (SMO) stood up in 2009– First released ITIL

processes were Incident & Problem Management

• Knowledge Management aligned under the SMO in 2010

SMO Today - 2013•Includes 12 functional areas comprised of process and operational teams•Includes Knowledge Management Team (Process & Operations)

History of KM and ITSM at Progressive

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Maturing the Knowledge Management Process

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Napkin, Post-it note, Database request form or Legal Pad?

Capturing KnowledgeThe Early Days

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Many groups, many different approaches:– Types of requests for knowledge articles – Processes / Tools– Knowledge Article format

KEY:

•many different goals

•many different ways

Knowledge Management The Early Days

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• Information Mapping process used to standardize the format of the knowledge article

• Enterprise Knowledge Management software for Service Management

• Use of standardized article templates

Attempt to Standardize the Content, Process & Tool

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•Knowledge articles made accessible to all Progressive employees•Guidelines developed to determine which articles should be “self-service”•Sub-document security functionality

Self-Service Portal

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Knowledge is addressed in Production Readiness

Enterprise (IT) processes written and implemented

Promote knowledge sharing among operational tiers

Quality Review Program

Knowledge Mgmt. Team –Enterprise Accomplishments

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Major Movement to Common Tool

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All IT Employees can access knowledge articles

Article includes description of the Intended Audience

Breaking Down the Silos

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• Incident Solution Confidence Factor– Job aid that explains which content sources (knowledge articles,

incidents, known errors and problems) are the most “authoritative”, and therefore should be searched/used first to restore service

• Incident Standard– All Incidents in a Resolved or Closed Status must be associated to a

Known Error Record or Knowledge Article

Encouraging USE of Knowledge

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Quality Review Program

•Knowledge Article Guideline adherence

•Knowledge Sharing Interviews

•Feedback from Users

•Reports for monitoring process adherence

Quality of Knowledge Management - 2013

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KM Quality Review:Results Summary Template

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Knowledge Management Quality Review Results - PLACE OWNER GROUP NAME HERE

A review was performed for articles owned by your Remedy Support Group. Please take a look at the results below and complete the suggested actions so that together we can improve Knowledge Sharing and Management at Progressive. The Knowledge Management Team will also review these results to reveal any opportunities for process improvements or training. Each tab provides additional details on your results. Article ReviewA review was performed on 5 articles to verify that the current Knowledge Article writing guidelines are being used. Based on the results, the area (s) in which your team may need to focus is the (title/template/visibility group/adding an Intended Audience statement ). Please review the Article Review tab for details. Below is a link to the Knowledge Article Writing Guidelines that the review was based on. http://myqumas/Default.aspx?nodeid=3914095&docbase=qdoc_prod&nodetype=document&nodename=FCD-000615&Article FeedbackFeedback was solicited on some of the recently used articles owned by your group. The overall feedback was ( favorable / not so favorable ). Please review Article Feedback tab for the specific information and consider the information provided to improve the article. Knowledge SharingBased on some interviews with members of your Remedy Support Group on the topic of knowledge sharing, we learned the following:PLACE ONE OR TWO SENTENCES HEREView the Knowledge Sharing tab for details about the interview . Reports (ADD date when reports were pulled here)Approver List - A list of people who are required to approve articles owned by your support group before it is published, cancelled or retired. If you need to add or remove anyone from that list, submit a Demand request using the following link: http://demand/service/000000000013141 Here is a link to the process document which explains the approval process in RKM. http://myqumas/Default.aspx?nodeid=3683388&docbase=qdoc_prod&nodetype=document&nodename=WI-005321&Incomplete Update Requests - You currently have (place number here) update requests that need attention. If you are unfamiliar with the update request process please review MyQUMAS document WI-005325 with your team to learn about the process. http://myqumas/Default.aspx?nodeid=3683482&docbase=qdoc_prod&nodetype=document&nodename=WI-005325&Annual Reviews - You currently have (place number here) articles that are due / past due for an annual review. If you are unfamiliar with the annual review process, please review the MYQUMAS document WI-005327 with your team to learn about the process. http://myqumas/Default.aspx?nodeid=3654042&docbase=qdoc_prod&nodetype=document&nodename=WI-005327&Article Inventory - A list of articles currently owned by your Remedy Support Group. Your group currently owns ( place number here) articles. This is for your information, no action needed. Article Assignment - A list of who is assigned to each of the articles that your group owns. This information allows you to see how the article assignment is distributed between your employees. If you find that someone on the list is no longer in your group or working at Progressive, review KBA00082969 for information on how to update the articles with the proper names. Here is link to the article: http://itsmweb/knowledge/KBA00082969

Examples of templates used to help classify knowledge articles

Use of Templates

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Other sources of Knowledge

MyQUMAS

MyQUMAS

Application Guides

Application Guides

Deployment Strategy

Deployment Strategy

SharePoint

SharePoint

Pro

duct

ion

Con

trol

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duct

ion

Con

trol

Lotus NotesLotus Notes

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Where are we Today?

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• ISO Certification– 9001/2008

• Knowledge Success Measures

• Quality Score Card– IT Wide– Based on Incidents/Problems/Known Errors.

Other Quality Programs

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Knowledge Goal DrivenMeasures

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Knowledge & Quality

Measure

YTD Weighted

ActualsYTD Weighted Meets Target YTD Score

Frequency 1,105.6 1187.0 - 1262.5 ExceedsSeverity 13.85% 8.90% - 11.48% Partial Meets

Total Score Meets

Progressive Measures Quality based on:•Frequency – Weighted # of Problems reported•Severity – Based on # of customers, employees, or stakeholders affected by Problems.

Knowledge helps to:•Prevent recurrence of problems•Mitigate severity by minimizing the number of users affected•Provide data for problem mgmt. trend analysis

Progressive Quality Scorecard

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• Searching for knowledge (large amount of information) • A number of legacy systems’ knowledge needs to

migrate to Remedy system – Planned in 2014 • Not all employees have full understanding of the value of

sharing knowledge • Identifying what goes where (Process documents vs.

Troubleshooting articles) • Service Desk level – limited in type of knowledge they

use. Not using all knowledge sources• Process Standardization – enterprise adoption

Organizational Challenges

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• Enterprise Wide Knowledge Sharing tool for all processes

• Enterprise Search – One stop search

• Reward for knowledge sharing

• Enhanced Integration with other ITSM Processes

Where are we going?

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Thank you for attending this session.

Please fill out an evaluation form.

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An article should be flagged for self-service if:

•The article contains steps the customer can perform on their own to solve their problem or answer their question.

•The article clearly describes symptoms that can be easily identified by the customer as relating to their issue.

•The article contains easy to understand steps that lead to a clear resolution.

•If the article contains links to other articles, the linked articles are also accessible via self-service.

An article should NOT be flagged for self-service if:

•The article does not contain any steps the customer can perform on their own to solve their problem or answer their question.

•The customer will not be able to access the article due to the nature of their problem (network connectivity, VPN, etc.).

Appendix A: Self-Service Article Guidelines

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Appendix B: OperationalMetrics

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Appendix B: OperationalMetrics Cont.