What Has Your Knowledge Base Done for You Lately

1
What Has Your Knowledge Base Done for You Lately?

• A Case Study of Benefits at GE IT Healthcare
  Imaging Solutions
• Melissa Ellis, Director of Customer Support

2
Agenda

• Company Background and Product Overview
• Problem Statement
• Project Goal
• Project Y
• CTQs
• Pilot Results
• Production Roll out

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Agenda (continued)

• And then what happened..
• Encouraging Thorough solutions
• Results and metrics
• Summary

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GE IT Healthcare Imaging Solutions

• GE IT Healthcare
• Healthcare Software and Solutions
• 1.5 billion revenue/year
• Imaging Solutions Division
• 700 million revenue/year
• Medical Imaging and information management
  solutions Software
• 24x7 critical patient care support

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Product Overivew

• RIS Radiology workflow optimization
• PACS Medical images available when and where
  required
• Saving lives, money and time

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Problem Statement

• With no way to capture learned case resolutions,
  we solved the same problem over and over.

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Project Goal

• Solve each problem once and only once

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Project Y The Overarching Goalin 6 Sigma terms

• First Iteration Time Entered per Case
• Second Iteration Cases Closed per FTE
• Adopted Project Y Solution Reuse

Solution Reuse (Average Hours/Case X
Reuse Events) (Authoring Time) ( of
Authoring Events)
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Project Critical To Quality Items (CTQS)

• of Staff Trained
• If they dont know how, they wont use it
• System Performance
• If the system is slow, they wont use it
• Solution Thoroughness
• If it doesnt solve the problem, they wont use
  it
• Management Buy in
• Consistent reinforcement

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Melissas Impossible CTQ

• The answer must be available in 5 clicks or less
• Or the solution will not be effective in a Call
  Center environment

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Knowledge Base Selection

• Needed to capture useable knowledge for a highly
  complex product.
• Reviewed top industry leaders that provide
  structured solutions
• Google type solution ineffective in a Call
  Center environment
• Evaluated vendors trying to find an approach with
  similar philosophies

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Selected Vendor Features

• Willing to do a Proof of Concept, shared in the
  risk contractually
• Supports novices and experts
• Has tools to detect emerging problems and
  knowledge conflicts
• Provided accurate search results, direct user to
  the answer
• Supported Reuse through tools and processes

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Important Kaidara Features

• Synonyms can be specified in context of search
• What do you mean reports dont work?
• Dynamic Induction
• Simple authoring process
• Kaidara article numbers attached to CRM cases
• Domain model

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What is a Domain Model?

• A tool that understands our terminology
• Synonyms can be specified
• A structured repository that reflects the
  distribution of content
• Product, symptom and resolution attributes
• A tool to manage accuracy of search and optimize
  for reuse

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Pilot Project

• Enlightened trial and error succeeds over the
  planning of flawed intellects David Kelley
• Pilot One Support Queue
• Learnings
• Must train more than once
• System performance issues were easy to fix
• Refine the Domain model to capture how cases are
  really solved

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Full Rollout

• Initial push for content (number of articles)
  created an unrelated mass, which was difficult to
  search
• Tier 1 developed a troubleshooting guide
  methodology which linked articles off of a tree
  trunk
• Refine the Domain model!

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Encouraging Thorough Solutions

• Presented in Quarterly All Hands Meetings
• Einstein
• of solutions attached to critical cases
• Shakespeare
• Most reused solutions
• Sherlock Holmes
• Highest of attached solutions to cases

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Encouraging Thorough Solutions

• Presented in Quarterly All Hands Meetings
• Oscar
• The Peoples Choice Award
• Nostradomus
• Author of the most reused solution

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How It Works Now
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Current Status
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Current Status
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Results 50 Less Effort Hours to Support the
Same Case Load
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Next Steps

• Expand Kaidara to the rest of GE IT Imaging
  Solutions Customer Support
• Drive usage up to 80 overall
• Make it available to customers

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Summary

• An effective knowledge management program can
  increase Call Center productivity
• Its use is an integral part of our operations
• Direct Customer use will be a key to case
  avoidance