Copyright © 2012, Knowledge Values. All Rights Reserved. Advanced Knowledge Services™: Smart Content Design & Match™ Technology Suite
Knowledge ValuesProf. Dr. Larry Lucardie
16e Nationaal Customer Contact Congres29 maart 2012
Economische Waarde Kennis
voor
Cross-Channel Klant
Interacties
Klant A Klant B Klant C Klant DKlant EKlant FKlant G
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Klant activiteiten
Niet-klant activiteiten
1. Complexiteit: Cross-Channel Klant Interacties
Face-to-face
Web Self Service
Post
Mobile
Inspiratie Oriëntatie Sales Installatie Service Billing Aftersales
Legenda
Transfer
Kan
alen
Processen Customer Journeys
Social Media
Call / IVR
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2. Kennis: Kernfactor Cross-Channel Klant Interacties
KennisTransfer
Kennis Processen
KennisServices
KennisTechnologie
KennisKanaal
KennisKlant
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3. Lifecycle Kennis en Kennisdragers
1. Agents/operators/experts 2. Documenten/Tools 3. Applicaties
Creëren kennis Training + ervaring: tijdsintensief,
geringe flexibiliteit, kennisverlies door personeelsverloop.
Productie erg duur. Kennis niet compleet, correct,
consistent en transparant.
Zeer kennis- en kostenintensief door specificatie en implementatie, 'buried
logic set in concrete'.
Uitrollen kennis Gelimiteerd via menselijke aanwezigheid.
Documenten zijn niet multi channel friendly.
Uitrolstappen.
Gebruik kennis Gelimiteerd door menselijke aanwezigheid.
Lange zoektijden.Meerdere interpretaties mogelijk.
Handleidingen, trainingen en ervaring nodig.
Onderhoud kennis Training + ervaring: tijdsintensief,
geringe flexibiliteit, kennisverlies door personeelsverloop.
Productie erg duur. Kennis niet compleet, correct,
consistent en transparant.Duur en foutgevoelig.
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4. Lifecycle Kennis en Technieken
PROCEDURE DIVISION.PrintGuestReport. SORT WorkFile ON ASCENDING CountryNameWF INPUT PROCEDURE IS SelectForeignGuests GIVING SortedGuestsFile. OPEN INPUT SortedGuestsFile OPEN OUTPUT ForeignGuestReport WRITE PrintLine FROM Heading1 AFTER ADVANCING PAGE WRITE PrintLine FROM Heading2 AFTER ADVANCING 2 LINES READ SortedGuestsFile AT END SET EndOfSortedFile TO TRUE END-READ PERFORM PrintReportBody UNTIL EndOfSortedFile WRITE PrintLine FROM ReportFooting AFTER ADVANCING 3 LINES CLOSE SortedGuestsFile, ForeignGuestReport STOP RUN.SelectForeignGuests. OPEN INPUT GuestBookFile. READ GuestBookFile AT END SET EndOfFile TO TRUE END-READ PERFORM UNTIL EndOfFile IF NOT CountryIsIreland MOVE
Inhoudsopgave
MuST, powered by Annet.......................................................................................................5
Annet via CMS.......................................................................................................................6
Inloggen .................................................................................................................................6
Zoekresultaat via CMS ...........................................................................................................7
Zoekresultaat algemeen ..........................................................................................................7
Het linkerscherm ....................................................................................................................9
Administratie MPHD1/MPSD ..........................................................................................10
Orderstatus .......................................................................................................................13
Rechterzijde .........................................................................................................................14
Tabblad verbinding...........................................................................................................15
ATM ping.....................................................................................................................16
Chk Redirect.................................................................................................................17
Dsl check......................................................................................................................19
Factory Defaults ...........................................................................................................23
Firewall Vw..................................................................................................................24
Herstart Modem............................................................................................................25
Klant Ping.....................................................................................................................26
Modem Chk..................................................................................................................27
RG Status .....................................................................................................................29
Upgrade RG..................................................................................................................31
VC Info ........................................................................................................................33
Vervang RG..................................................................................................................34
Tabblad Internet ...............................................................................................................37
Change BroadC. ...........................................................................................................38
Change Channel............................................................................................................39
Multi IP Chk.................................................................................................................40
Profiel Chk ...................................................................................................................42
Radius Trace.................................................................................................................44
Reset Wifi Pwd.............................................................................................................46
Verzend WPA...............................................................................................................47
Wep – Wpa...................................................................................................................49
Wifi Chk.......................................................................................................................50
Wlan Up/Down.............................................................................................................52
Tabblad Telefonie.............................................................................................................53
Check VRS...................................................................................................................54
SIP RG Info..................................................................................................................55
Sync. SIP......................................................................................................................57
Tel. Info........................................................................................................................58
Tel.nr. op Port 1 / 2.......................................................................................................61
Wijz. BGG / BIG / Direct .............................................................................................63
Wijz. NR.WG. ..............................................................................................................65
Tabblad Cockpit ...............................................................................................................66
Account gegevens.........................................................................................................67
Reset Password.............................................................................................................68
Tabblad Televisie .............................................................................................................69
0/1 PlanetPlus ...............................................................................................................70
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5. Voorwaarden Boeken Economische Waarde Kennis
I. Scherp Onderscheid Kennis en Kennisrepresentatie
Structureer kennis Doelgericht & Transparant
Kies de juiste representatietechniek
II. Maak kennis direct bruikbaar
Copyright © 2012, Knowledge Values. All Rights Reserved. Advanced Knowledge Services™: Smart Content Design & Match™ Technology Suite
Wetenschappelijke methodiek:Smart Content Design™ Framework
Vernieuwende technologie: Match™ Technology Suite
A Geavanceerde
Kennis Specificatie
BGeavanceerde
Kennis Interactie
CGeavanceerde
Kennis Monitoring
Match™ Developer
Proces Kennis Tabel
Desktop Kennis Tabel
Interface Kennis Tabel
Match™ (Web) Player Match™ Dashboard
6. Kennis Gebaseerd Werken ...
... met Advanced Knowledge Services™: een totaal aanpak om de lifecycle van kennis geavanceerd te managen
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Opsporen, ontwikkelen, structureren, “vangen” en verbeteren van kennis
Direct gebruiken van kennis op maat
SINGLE POINT OF MAINTENANCE MULTIPLE INTERACTION POINTS
KENNIS BRONNEN SPECIFICEREN EN TESTEN VAN KENNIS GEBRUIKEN EN MONITOREN VAN KENNIS KENNIS GEBRUIKERS
Machines / Systemen
Mensen
Kennis is directly executable!
Specificatie=
Implementatie!"#$%&'(")$*&+",-&./$&0/$-'"#.$%&'(")$1.-/2('+$!"#$%&'!(#)&*+#,-!.)!/#,$!+0!$&1!"#$%&'!234#!54.$1!#6-!.)!#6!17$,1819:!/+;1,049!0,#81;+,<!;&16!4)1-!$+=1$&1,!;.$&!+$&1,!$&1!"#$%&'!/,+-4%$)>!!
"#$%&'!(1?19+/1,!"#$%&'!(#)&*+#,-!.)!-1/16-16$!+6!"#$%&'!(1?19+/1,!0+,!$&1!%,1#@+6!#6-!8#.6$16#6%1!+0!"#$%&'!A6+;91-=1!*#)1)>!B&1!8+-19.6=!+0!:+4,!16$1,/,.)1!%+6$16$!C/,+%1))1)D!,491)!1$%E!#6-!$&1!-1F6.@+6!+0!;&#$!$+!)$+,1!.6!$&1!(#)&*+#,-!(GD!.>1>!$&1!,491)!+0!$&1!%+6)49$#@+6!,1%+,-1,!.$)190D!.)!8+-191-!4).6=!"#$%&'!(1?19+/1,>!
"#$%&'!H9#:1,!!2)!816@+6!1#,9.1,D!$&1!"#$%&'!(#)&*+#,-!)+I;#,1!%+8/+616$)!#,1!!4)1-!$+!,1%+,-!#6-!#6#9:J1!$&1!171%4@+6!+0!:+4,!"#$%&'!<6+;91-=1!*#)1)>!K+;1?1,D!.6!+,-1,!$+!171%4$1!$&.)!<6+;91-=1D!;&#$!.)!,101,,1-!$+!#)!#!<6+;91-=1!%+6)49$#@+6D!#!"#$%&'!H9#:1,!.)!611-1->!L$!-+1)6M$!8#N1,!;&.%&!"#$%&'!H9#:1,!:+4!;#6$!$+!4)1D!$&1!0+,8#$!+0!$&1!.60+,8#@+6!O+;.6=!$&,+4=&!$&1!%+6)49$#@+6!.)!$&1!)#81!#6-!$&#$!8#<1)!.$!1#):!0+,!$&1!%+6)49$#@+6!,1%+,-1,!/94=.6!$+!*1!#--1-!$+!#6:!"#$%&'!H9#:1,>!
Relationship to the Match™ Aqua Suite!
P+/:,.=&$!Q!RSTSD!A6+;91-=1!U#941)>!299!V.=&$)!V1)1,?1->!
Genereren van kennis applicaties
zondergebruik van enige
hardcode voorsnelle transfer van kennis.
7. Advanced Knowledge Life Cycle
8
Copyright © 2012, Knowledge Values. All Rights Reserved. Advanced Knowledge Services™: Smart Content Design & Match™ Technology Suite
8. Specificatie = implementatie!
GEAVANCEERDE SPECIFICATIE GEAVANCEERDE APPLICATIE
=
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Intelligent Online Hypotheek Advies Intelligent Online Betaal Pakket AdviesOnline Intelligent Opleidings Advies
9. Self-Servicing Channel Advanced
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Copyright © 2012, Knowledge Values. All Rights Reserved. Advanced Knowledge Services™: Smart Content Design & Match™ Technology Suite
DataBase Systems
Smart Knowledge Infrastructure:
Agile Business Logics Agile UI Layer
Agile Automation
Data / Information Systems Layer
Smart Customer, User and Application Interaction
External Data Sources Information Systems
Security Systems Development Systems OEM Systems
Match™ Knowledge Base SystemProcess
Knowledge Base
UI Knowledge
Base
Intelligent Channel Management
Data/Information Optimization✓ Extract hidden business logics✓ Check correctness, complete-
ness and consistency of dataand information
Automation & Adaptation✓ Capture (people, system, paper)
scale and automate businesslogics (= enterprise knowledge)
✓ Digital enterprise knowledge isone on one application / UI
Segmentation & Interaction✓ Contextual knowledge transfer✓ Interactive, dialogue driven
enterprise knowledge✓ Rapid learning loop
10. Cross-Channel Knowledge-based
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11. Economische Waarde Kennis Cross-Channel (1)
Life CyleSpecifications
Explanation
AS ISsituation
AS ISsituation
AS ISsituation
TO BEsituationTO BE
situationTO BE
situationLife CyleSpecifications
Explanation
Speed Cost Quality Speed Cost Quality
Production Quicker development of back-end specifications using Match™ Technology instead of text technology. Especially when specific template knowledge bases can be used for file validations, creating entries and overviews
10O 10O 10O200
(2 x faster)
50(2 x cheaper)
200(2 x better)
Deployment Immediate availability (on the internet for example)10O 10O 10O
300(3 x faster)
50
(2 x cheaper)
200(2 x better)
Use 1 Increase in transparency and therefore insight in completeness, consistency and correctness. 2 Specifications are executable ! 3 Easier designing and programming 4 Less testing 5 Less production problems
100 100 100200
(2 x faster)
50(2 x cheaper)
200(3 x cheaper)
Maintenance Single point of true instead having to maintain 5 (with various versions of) documents. Automatic integrity Controls 100 100 100
300(3 x faster)
50(2 x cheaper)
200(3 x cheaper)
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Call
Face
Click
Face-to-Face Meetings
Telephone
Print & Post Documents
Face-to-Face Meetings
Web-Cam/Voice IP
Knowledge-BasedSelf-ServiceWeb Player
Email/Chat/SMS
Information-Based Internet
Telephone
AS-IS (Information-based)
TO-BE(Knowledge-based)
• Buried Knowledge
• High need for human
capacity
• Time wasting
• Out of date
• Right knowledge at the
right time
• FTE reduction
• Increased productivity
• Scalable solutions
12. Economische Waarde Kennis Cross-Channel (2)
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Type 1
Initial service request flows
First line Second line Third line
Time: 4 h Costs: ! 158
Incoming service requests
Type 2
Time: 4.5 h Costs: ! 218
Incoming service requests
Urgent service request
Time: 3.5 h Costs: ! 200
Type 3
First line Second line Third line
Time: 1 h 5 minCosts: ! 123
Incoming service requests
Service request fixed sooner in the call management process (at the 2nd line)
Saves
2 h 55 min! 35
Smart assignment 1: instant dispatch to the right Expert Group, skipping 3 Expert Groups
Time: 1 h 5 min Costs: ! 123
Incoming service requests
Saves
3 h 25 min! 95
Smart assignment 2: instant dispatch to the right Expert Group, skipping 1 Expert Group
Time: 1 h Costs: ! 100
Urgent service requestSaves
2.5 h! 100
Regular service request
Medium priority service request
High priority service request
Average costs: € 192 Average costs: € 115.3
80 % of the incoming service requests (=24000) follow the three typical service request flows mentioned above.
Saves: € 192 - € 115.3 = € 76.7
€ 76.7 * 24000 service requests = € 1 840 800 (per month)
Match™ Smart service request flows
13. Economische Waarde Kennis Cross-Channel (3)
14
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1. Structureel en groter wordend belang van Kennis voor cross channel
klant interacties
2. Issues met huidige omgang van kennis:
(a) Waardering niet in overeenstemming met de economische waarde
(b) Kennisfasen
i. Dure Ontwikkeling
ii. Moeilijke Deployment
iii. Moeizaam Gebruik van kennis
iv. Duur onderhoud
3. Kennis Gebaseerd Werken: A, B, C
4. Business Excellence
Stelling 1:
Kennis is een onderbenutte productiefactor in cross channel klant interacties
Stelling 2:
Er is een helder verband tussen de kwaliteit van kennismanagement enerzijds en operationele kosten en klantvriendelijkheid anderzijds
Stelling 3:
Productontwikkeling -en aanbod vergt geavanceerd kennismanagement en geen informatiemanagement
Samenva'ng Stellingen
14. Samenvatting en stellingen