Stella Service Simulation Q4, 2020
Self-Service Module Influence Diagram
Employee Engagement: Employee interest, engagement and focus on knowledge management and customer self-service drives the speed of knowledge management creation and self-service adoption. The Employee Engagement module also drives Service Financials through headcount related information.
Knowledge Management: Tacit, Explicit and Self-Service Knowledge are key concepts used in the Knowledge Management module. It drives self-service adoption in the Customer Self-Service module and avoidance of cases in the Service Delivery module. It also interfaces with the Service Financials module to provide helpful self-service knowledge views leading to monetization of savings.
Customer Self-Service: The Self-Service module drives the adoption of self-service by users based upon the Bass Diffusion generic structure. The quality of advocacy that employees, who are the service providers, have in their contacts with customers drive self-service user adoption. User word of mouth contacts with other fellow users further increase adoption of self-service.
Service Delivery: The Service Delivery module manages assisted service delivery and accounts for service case deflection based upon helpful self-service knowledge reviews by customers.
Service Financials: The Service Financials module tracks assisted service costs and self-service savings.
Self-Service Simulation Scenario: 90% Employee Engagement
Insight from Simulations
Self Service(SS) User Adoption has a strong dependence upon Employee Engagement in Self-Service
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Speed of employee engagement depends upon quality and consistency of leadership messaging and actual behavior
Three types of knowledge is assumed in Simulation Tacit Knowledge, Explicit Knowledge and Certified Self-Service Knowledge
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50% Knowledge is assumed tacit and 50% assumed is published
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Self-Service knowledge is derived from both tacit and published knowledge
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Self-Service knowledge becomes certified as a customer marks it helpful or 1 of the 12 approvers certifies it by putting a case number in it that it solves.
Customer satisfaction with self-service is based upon knowledge coverage covered and quality
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SS Knowledge coverage is estimated in the simulation
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SS Knowledge quality requires customer feedback whether knowledge was helpful or not in order to be reflected in the simulation
Healthcare Self-Service Data Discussion
Case Contacts
Self-Service Knowledge Viewers