Knowledge Management at Progressive Insurance: A Case Study

1. Knowledge Management at Progressive Insurance: A Case Study Industry Insights: Session #308

5. Barb Dombrowski Knowledge Management & Incident Management Processes Owner Today’s Topics • Knowledge Management – Progressive’s Story • What worked / What didn’t • What’s next for Progressive

6. Knowledge Management Team Vision

7. History of KM and ITSM at Progressive SMO Today - 2013 • Includes 12 functional areas comprised of process and operational teams • Includes Knowledge Management Team (Process & Operations) • Knowledge Management implemented at the Service Desk in 2000 • Service Management Office (SMO) stood up in 2009 • First released ITIL processes were Incident & Problem Management • Knowledge Management aligned under the SMO in 2010

8. Maturing the Knowledge Management Process

9. Capturing KnowledgeThe Early Days Napkin, Post-it note, Database request form or Legal Pad?

10. Knowledge Management The Early Days Many groups, many different approaches: • Types of requests for knowledge articles • Processes / Tools • Knowledge Article format KEY: • many different goals • many different ways

11. Attempt to Standardize the Content, Process & Tool • Information Mapping process used to standardize the format of the knowledge article • Enterprise Knowledge Management software for Service Management • Use of standardized article templates

12. Self-Service Portal • Knowledge articles made accessible to all Progressive employees • Guidelines developed to determine which articles should be “self-service” • Sub-document security functionality

13. Knowledge Mgmt. Team –Enterprise Accomplishments • Knowledge is addressed in Production Readiness • Enterprise (IT) processes written and implemented • Promote knowledge sharing among operational tiers • Quality Review Program

14. Major Movement to Common Tool

15. Breaking Down the Silos All IT Employees can access knowledge articles Article includes description of the Intended Audience

16. Encouraging USE of Knowledge • Incident Solution Confidence Factor • Job aid that explains which content sources (knowledge articles, incidents, known errors and problems) are the most “authoritative”, and therefore should be searched/used first to restore service • Incident Standard • All Incidents in a Resolved or Closed Status must be associated to a Known Error Record or Knowledge Article

17. Quality of Knowledge Management - 2013 Quality Review Program • Knowledge Article Guideline adherence • Knowledge Sharing Interviews • Feedback from Users • Reports for monitoring process adherence

18. KM Quality Review:Results Summary Template

19. Use of Templates Examples of templates used to help classify knowledge articles

20. Other sources of Knowledge MyQUMAS Lotus Notes Application Guides Deployment Strategy Production Control SharePoint

21. Where are we Today?

22. Other Quality Programs • ISO Certification • 9001/2008 • Knowledge Success Measures • Quality Score Card • IT Wide • Based on Incidents/Problems/Known Errors.

23. Knowledge Goal DrivenMeasures

24. Knowledge & Quality Progressive Quality Scorecard • Progressive Measures Quality based on: • Frequency – Weighted # of Problems reported • Severity – Based on # of customers, employees, or stakeholders affected by Problems. • Knowledge helps to: • Prevent recurrence of problems • Mitigate severity by minimizing the number of users affected • Provide data for problem mgmt. trend analysis

25. Organizational Challenges • Searching for knowledge (large amount of information) • A number of legacy systems’ knowledge needs to migrate to Remedy system – Planned in 2014 • Not all employees have full understanding of the value of sharing knowledge • Identifying what goes where (Process documents vs. Troubleshooting articles) • Service Desk level – limited in type of knowledge they use. Not using all knowledge sources • Process Standardization – enterprise adoption

26. Where are we going? • Enterprise Wide Knowledge Sharing tool for all processes • Enterprise Search – One stop search • Reward for knowledge sharing • Enhanced Integration with other ITSM Processes

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28. Appendix A: Self-Service Article Guidelines An article should NOTbe flagged for self-service if: • The article does not contain any steps the customer can perform on their own to solve their problem or answer their question. • The customer will not be able to access the article due to the nature of their problem (network connectivity, VPN, etc.). An article should be flagged for self-service if: • The article contains steps the customer can perform on their own to solve their problem or answer their question. • The article clearly describes symptoms that can be easily identified by the customer as relating to their issue. • The article contains easy to understand steps that lead to a clear resolution. • If the article contains links to other articles, the linked articles are also accessible via self-service.

29. Appendix B: Operational Metrics

30. Appendix B: Operational Metrics Cont.