Workplan Template

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PepsiCo Knowledge Engineering Know What We
Know HDI Chapter Meeting February 2008

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Agenda

• Who is PepsiCo?
• Knowledge Management Roles and Responsibilities
• History of our Knowledge Program
• Workflow/Approval Process
• Benefits of our Knowledge Program
• On-Boarding/Preparing for New Support
• The PepsiCo Liaison Role
• Knowledge Training
• The PepsiCo Solution Format
• Self Help Marketing
• Knowledge Reporting
• Key Success Factors
• Questions

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PepsiCo Overview

• PepsiCo is a world leader in convenient foods
  and beverages, with annual revenues of more than
  39 billion and more than 185,000 employees
  worldwide.

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PepsiCo Divisions

• Frito-Lay

Pepsi Beverages North America
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PepsiCo Divisions

• Quaker
• Foods

PepsiCo International

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PepsiCo IT
PepsiCo Business Solutions Group (PBSG) is the
name for the IT organization for PepsiCo.
The PepsiCo Support Center (PSC) is our internal
Help Desk providing technical support to all
PepsiCo Divisions in the US and Canada and The
Pepsi Bottling Group. We are available 7x24x365.
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Information About Our Help Desk

• We support approximately 80,000 internal
  associates from across the US, Canada and some
  International.
• We support multiple headquarters locations,
  hundreds of field sites, thousands of route
  drivers and remote workers.
• We support over 700 proprietary applications and
  over 200 distinct infrastructure components.
• Our Help Desk staff includes approximately 125
  analysts, 6 managers, 8 team leads and about 16
  additional support staff.
• We have multiple teams that provide support based
  on division and function. They support issues
  related to Passwords, Applications,
  Infrastructure Handhelds.
• Our call volume is over 500,000 calls per year.

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Introductory Knowledge Management Info

• Our Knowledge Tool is ATG KnowledgeCenter
  (formerly Primus)
• Our Knowledge Base contains over 9000
  proprietary PepsiCo solutions
• In our environment, solutions can be created by
  anyone in our IT organization
• Our solutions are searchable for IT (not
  customers) as soon as they are submitted (the
  template has the following statement Unofficial
  Knowledge - Use With Care until published).
• Every ticket opened by our Help Desk must be
  closed with a solution from our Knowledge Base
• Added Self Help in August 2006

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Knowledge Mgt Roles Responsibilities

• Roles
• 1 Knowledge Manager
• 1 Knowledge Coordinator
• 4 Dedicated Knowledge Engineers (KEs)

• Responsibilities
• Knowledge Engineering Coordinator
• Own and drive best practices and continuous
  process improvement
• Ensure all KE processes are followed
• Meet regularly with Knowledge Engineers
• Provide knowledge reporting solution audits
• Provide training and testing for KnowledgeCenter

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Roles Responsibilities

• Responsibilities
• Knowledge Engineers
• All KEs are also Help Desk Analysts
• KEs answer phones 8 hours each week so they can
  stay up-to-date on the support their team
  provides. This streamlines the solution approval
  and publishing process.
• Review solutions and ensure they are ready to be
  published.
• Maintain their technical knowledge for what
  their team supports.
• Provide training on Knowledge Center tool and
  processes to Help Desk and Backline Teams.

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History of KE Program at PepsiCo

• We began our Knowledge Engineering program in
  1999
• Tivoli 1999 to 2002
• Created standard solution template that
  contained Customer Steps, PSC Steps, and Backline
  Team Steps which is still used today. Having
  all steps on one solution means only one solution
  must be modified when changes are needed.
• Solutions were not visible to the Help Desk
  until they were published
• Initially setup approval process workflow to
  pass the solution to different people to complete
  each approval step
• Approval process was very slow and cumbersome
• No Self Service capability
• In preparing for future Self Service, we ensured
  that all solutions were ready to be published to
  Self Help
• Knowlix 2002 to 2005
• Began process where KEs could complete all
  approval steps
• Solutions searchable as soon as they are
  submitted
• Still had not implemented Self Help

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History of KE Program (Continued)

• Migrated to ATG KnowledgeCenter - 2005 to
  Present
• We evaluated 35 different Knowledge Base tools
• Key Functional Requirements included
• Ability to migrate existing solutions without
  having to touch each solution
• Self Help capability
• Ability to apply field level security based on
  audience which enabled us to publish only the
  Customer Steps to Self Help.
• A detailed requirements sample document will be
  included in the session handouts
• Continued with existing approval process
• Solutions still searchable as soon as they are
  created
• Self Service finally available in 2006 7 years
  later!

• New tool in 2008?
• We may replace ATG Knowledge Center in the next
  1-2 years
• Investigating InQuira Knova

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Current Workflow / Approval Process

• KEs are responsible for specific components
  (applications, handheld or specific technology)
• KEs dispatch solutions to the appropriate work
  queue
• KE performs each of the approval steps before
  publishing
• Approval process includes
• Valid solution and not duplicate of existing
  solution
• Check for proper content (KEs can usually verify
  content because they answer calls 8 hours each
  week. If necessary, they will contact a content
  expert before publishing)
• Validate that solution is written for a
  novice/appropriate audience
• Check for proper spelling and grammar
• Check for proper formatting (correct fonts,
  steps numbered, use of font color, etc)

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Benefits of our Knowledge Program

• Higher first level resolution rate than industry
  standard with 80.
• Allows 2nd 3rd level teams more time for
  development
• Shifts support cost from more expensive 2nd
  3rd level backline teams.
•   Lessens training / ramp-up time for new Help
  Desk Analysts
•   All divisions benefit from shared service
  information (one solution for 5 divisions)
•   Enables end-users to self-serve
•   Increased partnership between PepsiCo Support
  Center and backline application and engineering
  teams

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Securing Resources Funding

• Securing Resources
• Initially had full-time resources as a result of
  a consolidation project
• Full-time resources were released and had to
  fund Knowledge Engineers in baseline budget
• Presented business case for having one dedicated
  Knowledge Engineer on four primary teams who
  worked 4 days/week on knowledge engineering.
• Presented business case to VP of Technology
• Description of current tool
• List of issues and risks with current tool
• List of potential vendors recommendation based
  extensive research and demos
• Estimated cost of replacement
• Potential savings/ROI

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Building the Knowledge Base

• 1999 2007 - Help Desk Analysts have objectives
  each year to contribute a minimum number of
  published solutions and solution modifications.
  This is changing with our focus on KCS in 2008.
• Subject Matter Experts All major applications
  and technologies have an SME. This SME is
  responsible for ensuring that their application
  or technology solutions are updated regularly.
  They work closely with the Backline Team that
  owns that component to frequently review and
  update solutions.
• Rewards Recognition We encourage HDAs to
  contribute to the knowledge base through rewards
  and recognition. We have used various programs
  including prizes, gift cards, plaques,
  recognition at awards presentations, etc.

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Building the Knowledge Base

• PepsiCo Governance Our PepsiCo project
  lifecycle methodology requires Help Desk
  engagement early in the development of new
  systems and applications. The project teams
  understand this is not negotiable. This
  governance ensures that we are fully ready to
  support new systems and have identified issues or
  questions documented in solutions before go-live.
• Customer Feedback Customers have the ability
  to give us suggestions and feedback on solutions
  that need to be modified or added through Self
  Help.
• Knowledge Centered Support As we move toward
  creating solutions in the workflow in 2008, we
  will continue to build our knowledge base with
  new and modified solutions.

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On-Boarding New Support

• Liaison Role Knowledge Engineering
• 3 Divisional and 1 Infrastructure Liaison
• Primary responsibility is to ensure that we are
  prepared to support all new applications and
  technologies and all changes that may generate
  call volume.
• For all new applications and technologies the
  liaison ensures that we add these six solutions
  (if applicable)
• How to request access
• Installation instructions
• Cannot connect to or login
• Cannot print
• Password Reset
• What is the new application?

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On-Boarding New Support
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Solution Success Training

• TOPICS COVERED IN SOLUTION SUCCESS TRAINING
• Benefits and Importance of a Knowledge Base
• Knowledge Engineers Who are they and what do
  they do?
• Searching Tips to verify a duplicate of the new
  content does not already exist
• Activity Class divided into at least two
  groups. Each group writes a solution on provided
  topic
• Solution Approval Process Review what quality
  solutions look like and standard formatting and
  wording to use
• Modification and Archive Requests
• Activity Each group writes a modification
  request for the solution created by the other
  group during the first activity, based on what
  they now know about the solution approval process
• How content Authors and KE Reps can work
  together successfully
• What did you learn during the class? What might
  you do differently the next time you create
  content?

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KCS Training

• TOPICS COVERED IN KCS TRAINING
• What is KCS?
• Review of current workflow procedures
• Search Cant find solution Apply wrong
  solution or Undocumented
• Search Find inaccurate solution Submit
  modify request
• Search Find solution Apply solution
• Review of new KCS procedures
• Use It Flag It Fix It Add It (UFFA)
• Scenarios
• Find Solution Use It
• Solution needs update Dont know how to fix it
  Flag It
• Solutions needs update I know how to fix it
  Fix it
• Cant find a solution Add It
• Searching Saving Queries in KnowledgeCenter
• How to create and save a query
• How to view my solution queue

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Solution Format Customer Steps
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PSC Backline Steps
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Solution Properties

• Property Highlights
• Use Count Each solution shows how many times
  it has been applied to a ticket
• Type Each solution is either classified as
  Known Issue, How To or Informational
• KE Owner Group Shows which team owns this
  solution
• KE Rep Shows which KE owns this solution
• Status Shows status of solutions (Draft, Under
  Investigation, Published, etc)
• Publish to Web Set to Yes if we want our
  customers to view this solution
• CCS Stands for Customer Can Solve. This is
  set to True if we believe that the customer steps
  in this solution would enable a customer to
  resolve their issue without calling the Help
  Desk.

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Self Help Home Page
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Solution View on Self Help
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Self Help Marketing

• Road Shows
• Prizes
• Self Help Shirts
• Posters
• PC Stickers
• Corporate Newsletter
• Email Signatures

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Self Help Reporting
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Self Help Reporting
Customer Can Solve Reporting
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Self Help Customer Feedback
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Knowledge Reporting
KE Queue Report
Because the KEs answer phones and work on
solutions we need visibility into their pending
work. This report lets us know when KEs may need
help from other KEs or some extra time to work on
solutions.
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Knowledge Reporting
KE Work Volume Scorecard
This sample of the scorecard shows the amount of
work each KE is doing each week and year-to-date.
This report includes solutions modified,
modification requests processed and archive
requests processed.
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Knowledge Reporting
Solution Contribution Report
This report shows the number of solutions and
requests submitted each period by the entire PSC,
the number of solutions submitted by each team,
and the number of solution submitted by each HDA.
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Knowledge Reporting
Solution Contribution Report
Example of a solution contribution report for one
HDA. JOHN
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Reporting
How Solutions are Used in Reporting

• Every ticket created by the Help Desk must have
  a solution applied to it before closing.
• Tickets are categorized based on symptom. For
  example, if someone cannot get into email the
  component will be OUTLOOK. If the reason they
  cant get into email is because there is no
  network connectivity at the site the solution
  applied might be Site Down Affecting Voice
  And/Or Data.
• Tickets are closed with a solution that is based
  on the fix or the root cause.
• Reporting can be done based on symptom, fix/root
  cause or a combination.

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Reporting
Sample High Business Impact Report
Each period we report on our highest call
drivers. These are actionable reports that are
used to drive down call volume. This data is
available based on solution usage in our tickets.
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Key Success Factors

•   Senior Leadership Commitment to the Program
•   Multiple Year Roadmap
• Governance and Project Management
• SMEs on each team continuously verify
  solutions that they own are updated
• 1999- 2007 - Adding objectives for new/modified
  solution work for Help Desk Analysts
• 2008 Knowledge Centered Support processes

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Questions?