Integrate Knowledge Management

Our client was one of the African divisions of an international petrochemical firm, engaged in oil and gas exploration; refining and marketing of oil, lubricants, fuels, petrochemicals.

The client wished to improve the productivity of its support center and improve service delivery through training to Industry Best Practices, establishing an enterprise incident management system and integrating knowledge management into the incident management process. Like many of our clients, this firm had limited budget and was forced to choose between process reengineering consulting dollars or technology implementation consulting dollars. They chose the former, engaging IHS Support Solutions, and demanded both services from us.

• The management of this enterprise embraced IHS’s recommendations and immediately authorized restructure of the department and the service delivery process
• Within the target 90 day implementation schedule, the entire Level 1 Help Desk was positioned to provide consistently excellent incident management with a 70% resolution on initial call (from an estimated 30% before implementation)
• Performance Management Plans were designed for every staff member, linking individual work goals with service level targets and mandating HDI certification within the following six months
• The very aggressive customer base has embraced the support center and a beleaguered CIO no longer spends his customer face time defending unacceptable service performance

IHS performed the following services:

• We restructured the Support Center into a tiered service delivery model
  
• We provided training to the client's entire customer facing support organization with the following goals
  
  • To establish a level-set on expected performance
    
  • To help career support center professionals achieve HDI certification
    
• We guided the installation and configuration of the client's incident and service request management system
  
• We developed an incident management categorization schema and linked it with knowledge objects developed in shared folders to guide support center analysts through the identification and solution of problems and delivery of required services