page 1 pepsico knowledge engineering

PepsiCoKnowledge Engineering

“Know What We Know”

April 8, 2010

PepsiCo OverviewPepsiCo Overview

PepsiCo is a world leader in convenient foods and beverages with annual revenues of more than $43 billion and more than 198,000 employees worldwide.

PepsiCo DivisionsPepsiCo Divisions

PepsiCo Americas

Foods

PepsiCo Americas

Beverages

PepsiCo International

PepsiCo ITPepsiCo IT

The PepsiCo Support Center (PSC) is our internal Help Desk providing technical

support to all PepsiCo Divisions in the US and Canada and The Pepsi

Bottling Group. Support is available 7x24x365.

Business + Information Solutions (BIS) is the name

for the IT organization within PepsiCo.

PresenterPresenter

Own and drive best practices and continuous process improvement for the Knowledge Engineering program

PepsiCo employee for 14 years

3 years as a help desk analyst

3 years as a help desk team lead

8 years as the KE Coordinator

Knowledge Management, Help Desk and ITIL Certified

Knowledge Engineering CoordinatorDenise Heather

Information About Our Help DeskInformation About Our Help Desk

We support approximately 80,000 internal associates from across the US, Canada and some International.

We support multiple headquarters locations, hundreds of field sites, thousands of route drivers and remote workers.

We support over 1400 proprietary applications and over 150 distinct infrastructure components.

Our Help Desk staff (Canada and US) includes approximately 110 analysts, 5 managers, 14 team leads and 8 additional support staff.

We have multiple teams that provide support based on division and function. They support issues related to Passwords, Applications, Infrastructure & Handhelds.

Our call volume is about 500,000 calls per year.

History of KE ProgramHistory of KE Program

Formalized Knowledge Engineering program in 1999

Applications Used Tivoli – 1999 to 2002 Knowlix – 2002 to 2005 ATG KnowledgeCenter - 2005 to Present

Evaluated 35 different Knowledge tools Key Functional Requirements included:

Ability to migrate solutions without having to touch each solution Self Service capability Ability to apply field level security

Knowledge Engineers were helpdesk analysts

Knowledge Management Knowledge Management

Our Knowledge Tool is ATG KnowledgeCenter (formerly Primus).

Our Knowledge Base contains over 11000 proprietary PepsiCo solutions.

In our environment, solutions can be created by anyone in our IT organization.

Our solutions are searchable for IT (not customers) as soon as they are submitted (the template has the following statement ‘Unofficial Knowledge - Use With Care’ until published).

Every ticket opened by our Help Desk must be closed with a solution from our Knowledge Base. This is required by our ticketing tool.

Implemented Self Help in August 2006. Approximately 5000 solutions are published to Self Help for our customers.

Roles & ResponsibilitiesRoles & Responsibilities

1 Knowledge Manager 1 Knowledge Coordinator 3 Dedicated Knowledge Engineers (KEs) & 1 Part-time KE

Knowledge Engineers Review new solutions and ensure they are ready to be published. Review existing content for accuracy. Maintain their technical knowledge for the areas they are responsible for. Provide training on Knowledge Center tool and processes. Respond to feedback from customers on Self Help. Modify or create new solutions from customer feedback.

Knowledge Coordinator Ensure all KE processes are followed Meet regularly with Knowledge Engineers Provide knowledge reporting & solution audits Provide training for KnowledgeCenter and the KCS process Complete testing for KnowledgeCenter changes Stay updated on industry best practices

Knowledge Manager Responsible for strategy and direction of Knowledge Management program

Current Workflow/Approval ProcessCurrent Workflow/Approval Process

KEs are responsible for specific components (applications, handheld or specific technology).

KEs dispatch solutions to the appropriate work queue.

KE performs each of the approval steps before publishing.

Approval process includes: Valid solution and not duplicate of existing solution Check for proper content (If necessary, they will contact a content expert before publishing) Validate that solution is written for a novice/appropriate audience Check for proper spelling and grammar Check for proper formatting (correct fonts, steps numbered, use of font color, etc)

Benefits of our Knowledge ProgramBenefits of our Knowledge Program First level resolution rate 77%.

• Allows 2nd & 3rd level teams more time for development• Shifts support cost from more expensive 2nd & 3rd level backline teams

Lessens training / ramp-up time for new analysts.

All divisions benefit from shared service information (one solution for 5 divisions).

Enables end-users to self-serve. During our first full year of Self Help we saw an 8% call deflection.

Increased partnership and collaboration between the PepsiCo Support Center and backline application and engineering teams.

Securing Resources & FundingSecuring Resources & Funding Securing Resources

Initially had full-time resources as a result of a consolidation project. Full-time resources were released and had to fund Knowledge Engineers in baseline budget. Presented business case for having one dedicated Knowledge Engineer on four primary teams who worked 4 days/week on knowledge engineering (phone support provided on the other day).

Presented business case to VP of Technology for tool replacement

Description of current tool List of issues and risks with current tool List of potential vendors and recommendation made based on extensive research and demos Estimated cost of replacement Potential savings/ROI

Building the Knowledge BaseBuilding the Knowledge Base

1999 – 2007 - Help Desk Analysts had objectives each year to contribute a minimum number of published solutions and solution modifications.

2008 – Present – Solutions are created and modified using the KCS process.

Subject Matter Experts – All major applications and technologies have a help desk SME. This SME is responsible for ensuring that their application or technology solutions are updated regularly. They work closely with the Backline Team that owns that component to frequently review and update solutions.

Rewards & Recognition – We encouraged HDAs to contribute to the knowledge base through rewards and recognition. We have used various programs including prizes, gift cards, plaques, recognition at awards presentations, etc.

Building the Knowledge BaseBuilding the Knowledge Base

Customer Feedback – Customers have the ability to give us suggestions and feedback on solutions that need to be modified or added through Self Help.

Knowledge Centered Support – 2009 – Introduced 2nd and 3rd level teams to the KCS process.

PepsiCo Governance – Our PepsiCo project lifecycle methodology requires Help Desk engagement early in the development of new systems and applications. The project teams understand this is not negotiable. This governance ensures that we are fully ready to support new systems and have identified issues or questions documented in solutions before go-live.

On-Boarding New SupportOn-Boarding New Support

Liaison Role & Knowledge Engineering 3 full-time and 2 part-time Liaison roles Primary responsibility is to ensure that the help desk is prepared to support all new applications and technologies and all changes that may generate call volume. For all new applications and technologies the liaison ensures that at least seven solutions are added to the knowledgebase (as applicable):

How to Request Access How to Install or How to Access (for web-based applications) Cannot Connect Unable to Print Password Reset or Unable to Login How To or Business Process Questions What is the new application?

On-Boarding New SupportOn-Boarding New Support

Solution Success TrainingSolution Success Training

Benefits and Importance of a Knowledge Base

KCS and UFFA processes

Activity – Class divided into at least two groups. Each group writes a solution on provided topic (ie. How to fold a paper airplane or How to tie a shoe)

Searching Tips to verify a duplicate of the new content does not already exist

Knowledge Engineers – Who are they and what do they do?

Solution Approval Process – Review what quality solutions look like and standard formatting and wording to use

Modifications and Archive Requests

Activity – Each group writes a modification request for the solution created by the other group during the first activity, based on what they now know about the solution approval process

How content Authors and KE Reps can work together successfully

What did you learn during the class? What might you do differently the next time you write a solution?

Solution Success Training - KCSSolution Success Training - KCS

What is KCS?

Review KCS procedures

Use It – Flag It – Fix It – Add It (UFFA)

Scenarios

Find Solution – Use It

Solution needs update – Don’t know how to fix it – Flag It

Solutions needs update – I know how to fix it – Fix it

Can’t find a solution – Add It

Searching & Saving Queries in KnowledgeCenter

How to create and save a query

How to view solution queue

Individual

team

KCS Challenges and ConcernsKCS Challenges and Concerns

Helpdesk perspective

Takes too much time away from answering the phone

Too confusing for analysts

What’s wrong with what we do today?

Duplicates and one-off solutions

Advanced Support Group perspective

No time

Isn’t that the helpdesk’s responsibility?

Duplicates and one-off solutions

Am I still needed if I tell you what I know?

Analyst FeedbackAnalyst Feedback

I’ve been here two years and I LOVE the knowledge base. My last place of employment had none. We relied on each other, Google and Microsoft.

I've been here since June 2007, the Knowledgebase (KB) was the one thing that allowed me to work almost solo.

I have been working here for about 6 months. I think Knowledge Center is great for us as well as the customer. It is a great tool for training.

I have been here for about two months now. I personally think the knowledge base is great. There is tons of information to search from, it makes the job definitely a lot easier.

I’ve been here 2 months and I have made several comments to people here at the PSC about how awesome the knowledge base is. I like the fact that most calls can be resolved by following the steps on the solutions even if the issue is not one I usually support. I would definitely say that this knowledge base is by far the best knowledge base I've worked with.

Solution Format – Customer StepsSolution Format – Customer Steps

PSC & Backline StepsPSC & Backline Steps

Solution PropertiesSolution Properties

Property Highlights Use Count – Each solution shows how many times it has been applied to a ticket Type – Each solution is either classified as Known Issue, How To or Informational KE Owner Group – Shows which team owns this solution KE Rep – Shows which Knowledge Engineer owns this solution Status – Shows status of solutions (Draft, Under Investigation, Published, etc) Publish to Web – Set to Yes if we want our customers to view this solution CCS – Stands for Customer Can Solve. This is set to True if we believe that the customer steps in this solution would enable a customer to resolve their issue without calling the Help Desk.

Self Help – Home PageSelf Help – Home Page

Solution View on Self HelpSolution View on Self Help

Self Help MarketingSelf Help Marketing

Road Shows

Prizes

Self Help Shirts

Posters

Desk Drops

PC Stickers

Corporate Newsletter

Email Signatures

IVR Messages

Links in automated emails from ticketing system

Support Center Analysts

Self Help ReportingSelf Help Reporting

Self Help ReportingSelf Help Reporting

Customer Can Solve Reporting

Self Help – Customer FeedbackSelf Help – Customer Feedback

Knowledge ReportingKnowledge Reporting

KE Queue ReportThis report provides visibility into the KEs workload and lets us know when they may need help from other KEs.


KE Work Volume Scorecard

This sample of the scorecard shows the amount of work each KE is doing each week and year-to-date. This report includes solutions modified, modification requests processed and archive requests processed.


Solution Contribution ReportThis report shows the number of solutions and requests submitted each period by the entire PSC, the number of solutions submitted by each team, and the number of solution submitted by each HDA.


Solution Contribution ReportExample of a solution contribution report for one HDA.

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ReportingReporting

How Solutions are Used in Reporting Every ticket created by the Help Desk must have a solution applied to it before closing. Tickets are categorized based on symptom. For example, if someone cannot get into email the component will be OUTLOOK. If the reason they can’t get into email is because there is no network connectivity at the site the solution applied might be ‘Site Down Affecting Voice And/Or Data’. Tickets are closed with a solution that is based on the fix or the root cause. Reporting can be done based on symptom, fix/root cause or a combination.

ReportingReporting

Sample High Business Impact ReportEach period we report on our highest call drivers. These are actionable reports that are used to drive down call volume. This data is available based on solution usage in our tickets.

Key Success FactorsKey Success Factors Senior Leadership Commitment to the Program

Multiple Year Roadmap

Governance and Project Management

SMEs on each team continuously verify solutions that they own are updated

1999 - 2007 - Adding objectives for new/modified solution work for Help Desk Analysts

2008 – Knowledge Centered Support processes

Questions??

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