{"id":14601,"date":"2020-10-27T06:47:07","date_gmt":"2020-10-27T05:47:07","guid":{"rendered":"https:\/\/www.topdesk.mom\/da\/?p=14601"},"modified":"2025-01-08T13:08:25","modified_gmt":"2025-01-08T12:08:25","slug":"implementer-kcs-i-6-trin-og-faa-maalbare-resultater","status":"publish","type":"post","link":"https:\/\/www.topdesk.mom\/da\/blog\/implementer-kcs-i-6-trin-og-faa-maalbare-resultater\/","title":{"rendered":"Implementer KCS i 6 trin &#8211; og f\u00e5 m\u00e5lbare resultater"},"content":{"rendered":"<p><strong>Det har altid v\u00e6re en udfordring at f\u00e5 helt styr p\u00e5 Knowledge Management. <a href=\"https:\/\/www.serviceinnovation.org\/kcs\/?kcs-redirect\">Knowledge Centered Service<\/a> (KCS)* har s\u00e6nket t\u00e6rsklen for at komme i gang med , men mange organisationer k\u00e6mper stadig med at implementere det. S\u00e5dan kan du komme i gang.<\/strong><\/p>\n<h2>Trin 1: S\u00e6t dine m\u00e5l<\/h2>\n<p>Lad os starte med at s\u00e6tte nogle projektm\u00e5l, f\u00f8r du begynder din KCS-rejse. Skriv dine m\u00e5l p\u00e5 post-its, sammen med din projektgruppe, og prioriter dem. N\u00e5r det g\u00e6lder de vigtigste m\u00e5l, s\u00e6tter I benchmarks og ops\u00e6tter rapporter p\u00e5 et senere tidspunkt.<\/p>\n<p>Har I brug for lidt inspiration for at komme i gang? Her er seks m\u00e5l, vi ofte h\u00f8rer:<\/p>\n<ul>\n<li>Reducer sagernes varighed<\/li>\n<li>Udf\u00f8r det samme arbejde med f\u00e6rre mennesker<\/li>\n<li>Optimer servicekvaliteten<\/li>\n<li>G\u00f8r dine kunder mere selvhjulpne<\/li>\n<li>G\u00f8r uddannelsesperioden kortere for nyt personale<\/li>\n<li>G\u00f8r det lettere at overf\u00f8re sager<\/li>\n<\/ul>\n<h2>Trin 2: S\u00e6t et benchmark<\/h2>\n<p>Er dine m\u00e5l klar? S\u00e5 er det tid til at bestemme dine benchmarks. Benchmarks, eller nulm\u00e5linger, giver dig mulighed for at forst\u00e5, hvordan det g\u00e5r pt, og hvor der er plads til forbedringer.<\/p>\n<p>S\u00f8rg for, at dine benchmarks er baseres p\u00e5 forskellige slags indkommende sager. Du kan f.eks. bruge alle sagerne fra sidste \u00e5r.<\/p>\n<p>For hvert m\u00e5l, du satte dig i f\u00f8rste del, bestemmer du baseline:<\/p>\n<h3>Selvhjulpenhed<\/h3>\n<p>F\u00e5r I mange af de samme sager fra forskellige kunder? Lav en vidensartikel om problemet, og sammenlign antallet af relaterede sager, f\u00f8r og efter du har offentliggjort artiklen.<\/p>\n<h3>Overf\u00f8r f\u00e6rre sager fra det ene team til det andet<\/h3>\n<p>Hvor mange sager overf\u00f8rer I fra first til second line? Tjek tallene, og se, om de falder, n\u00e5r du g\u00f8r mere viden tilg\u00e6ngelig for first line.<\/p>\n<h3>F\u00e6rre sager<\/h3>\n<p>Se p\u00e5 det gennemsnitlige antal sager pr. m\u00e5ned for hvert operat\u00f8rteam.<\/p>\n<h3>Reducer den gennemsnitlige varighed<\/h3>\n<p>Se p\u00e5 sagernes gennemsnitlige varighed for hvert operat\u00f8rteam. Husk, at varigheden \u00f8ges efter den f\u00f8rste introduktion af KCS, fordi man bruger tid p\u00e5 at oprette vidensartikler.<\/p>\n<h3>Bedre kundeoplevelser<\/h3>\n<p>N\u00e5r du vil m\u00e5le kundetilfredsheden, skal du se p\u00e5 scoren i din seneste kundetilfredshedsm\u00e5ling. Har du endnu ikke m\u00e5lt kundetilfredsheden? Lav en unders\u00f8gelse s\u00e5 hurtigt som muligt. Gentag unders\u00f8gelsen noget tid efter, at du har implementeret KCS. Vurderer dine brugere allerede, hvor godt du h\u00e5ndterer deres sager? Tjek din gennemsnitlige score for sagsh\u00e5ndteringen.<\/p>\n<h2>Trin 3: Design din KCS-proces<\/h2>\n<p>Bestem s\u00e5, hvilken proces du vil f\u00f8lge. Kombiner din nuv\u00e6rende proces med<a href=\"https:\/\/www.topdesk.mom\/da\/blog\/kcs-optimer-arbejdet-i-servicedesken\/\"> KCS&#8217;s best practice<\/a>.<\/p>\n<p>Der findes en standardproces for KCS, men det betyder ikke, at du skal f\u00f8lge denne proces fra a-z. Se p\u00e5 KCS-processen og t\u00e6nk over, om du vil foretage nogen justeringer. Findes der f.eks. elementer fra din nuv\u00e6rende underretningsproces, som du gerne vil inkorporere? Tilpas KCS-processen, s\u00e5 den passer til din organisation.<\/p>\n<h2>Trin 4: Lav en skabelon til dine vidensartikler<\/h2>\n<p>G\u00f8r det nemt for dit team at skrive gode vidensartikler: Lav en skabelon til dem. Skabeloner hj\u00e6lper dit team med at f\u00e5 skabt vidensartikler i en fart. De sikrer samtidig alle de n\u00f8dvendige oplysninger registreres hver gang.<\/p>\n<p>Hvordan laver du en skabelon til dine vidensartikler? Nedenfor ser du et eksempel p\u00e5 en udfyldt vidensartikel. N\u00e5r du skriver en artikel, skal du huske altid at bruge kundens eget sprog. Skriv f.eks. &#8216;sag&#8217; i stedet for &#8216;incident&#8217;.<\/p>\n<img decoding=\"async\" src=\"https:\/\/blog2.topdesk.mom\/hubfs\/image-png-1.png\" alt=\"Trin 4: Lav en skabelon til dine vidensartikler\" \/>\n<h2>Trin 5. Konfigurer dit service management-tool<\/h2>\n<p>Alle tools er forskellige, men der er tre vigtige skridt i hvert af dem:<\/p>\n<h3>G\u00f8r vidensbasen tilg\u00e6ngelig for hele teamet<\/h3>\n<p>Hvorfor? Enhver medarbejder i servicedesken har viden, der er v\u00e6rd at dele. N\u00e5r I deler viden i en vidensartikel, hj\u00e6lper det kollegerne med at behandle sagerne hurtigere og bedre.<\/p>\n<h3><strong>Lad brugerne efterlade et svar<\/strong><\/h3>\n<p>Feedbacken p\u00e5 dine vidensartikler er afg\u00f8rende for at forbedre og vedligeholde din vidensbase. Lad f.eks. kunderne angive, om de syntes, at artiklen var nyttig, og bed dem om at skrive en kommentar.<\/p>\n<h3>Opret rapporter<\/h3>\n<p>Rapporterne hj\u00e6lper dig med at opn\u00e5 de m\u00e5l, som du har sat dig. Den vigtigste rapport: hvor mange sager l\u00f8ser I pr. m\u00e5ned med en vidensartikel? Det er ogs\u00e5 det tidspunkt, hvor du skal lave rapporter for de m\u00e5l, der er defineret i trin 1.<\/p>\n<h4>N\u00e6ste skridt: tr\u00e6ning og coaching af dit team<\/h4>\n<p>Du har lavet hele grundlaget for implementeringen af KCS. I mit <a href=\"https:\/\/www.topdesk.mom\/da\/blog\/implementer-kcs-i-6-trin-uddannelse-og-coaching\/\">n\u00e6ste blogindl\u00e6g<\/a> fort\u00e6ller jeg alt om det, du skal vide, n\u00e5r du tr\u00e6ner og coacher dit team til at bruge KCS.<\/p>\n<p>Tjek vores <a href=\"https:\/\/www.topdesk.mom\/da\/e-boeger\/knowledge-management\/\">e-bog om knowledge management<\/a>. Den indeholder masser af materiale, der hj\u00e6lper dig med at l\u00f8fte dit knowledge management niveau: en komplet implementeringsvejledning til KCS, n\u00f8dvendige oplysninger om KCS og en tidsbesparende lommeregner, der hj\u00e6lper dig med at g\u00f8re KCS til en god business case.<\/p>\n<p><em>*Knowledge Centered Service er en metode udviklet af Consortium for Service Innovation. Denne artikel er en fortolkning af denne metode og foresl\u00e5r p\u00e5 ingen m\u00e5de at v\u00e6re den rigtige. Alle rettigheder og fortolkninger tilh\u00f8rer Consortium for Service Innovation og kan findes p\u00e5\u00a0<a href=\"http:\/\/www.serviceinnovation.org\/\">www.serviceinnovation.org<\/a>. KCS\u00ae er et servicem\u00e6rke tilh\u00f8rende Consortium for Service Innovation \u2122.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Det har altid v\u00e6re en udfordring at f\u00e5 helt styr p\u00e5 Knowledge Management. Knowledge Centered Service (KCS)* har s\u00e6nket t\u00e6rsklen for at komme i gang med , men mange organisationer k\u00e6mper stadig med at implementere det. S\u00e5dan kan du komme i gang. Trin 1: S\u00e6t dine m\u00e5l Lad os starte med at s\u00e6tte nogle projektm\u00e5l,<\/p>\n","protected":false},"author":379,"featured_media":16732,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-14601","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":17394,"blog_hubspot_cta_link":{"title":"Download vores Knowledge Management e-bog","url":"https:\/\/www.topdesk.mom\/da\/e-boeger\/knowledge-management\/","target":""},"toc_display":"compact","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Implementer KCS i 6 trin - og f\u00e5 m\u00e5lbare resultater<\/title>\n<meta name=\"description\" content=\"Har du overvejet at implementerere Knowledge Centered Service i servicedesken? 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