Knowledge Management - DFW HDI

collardsdebonairManagement

Nov 6, 2013 (3 years and 7 months ago)

79 views

1

Sample

Knowledge Management

Application

Requirements


DFW HDI Chapter Meeting

February 2008


2

Search

Search Engine
Performance

Minimal keystrokes to initiate a query. Search results
presented in 3 seconds or less

Keyword and Full
-
Text searching

Ability to search both metadata keywords and full
-
text of
content

Proximity
Searching

Ability to find search terms based on proximity within content
or metadata

Synonym
Searching

Administrable synonym dictionary for more accurate keyword
search capabilities

Search within a
search

Allow searching within a set of current search results

Results sorting on
Metadata

Ability to sort search results on various metadata properties
(i.e. Title, Author, Date Published, etc.)

Search Results
synopsis

Provide the brief string of text adjacent to the matched search
keywords in the search results list

Expand Search

An escape hatch for finding content in other repositories
through a Federated additional search

Default Search
Type Preference

Set as an individual user preference

External repository
integration

Search engine integration with external repositories

Structured Query
fields

Search criteria/area defined by user selecting from a pre
-
defined taxonomy structure.

Description

Meets

Requirement?

Comments

Requirement

3

Information Retrieval

Subscriptions

Email notification of new forum content, problem resolutions,
etc. as defined by end user

Case
-
Based
Reasoning

Ability to create troubleshooting steps in a structured case
-
tree hierarchy format

Online Help

On
-
demand interactive help provided for all KM application
feature/functionality

Secure Content
Access controls

Ability to limit content exposure to specific teams, roles, etc.

Search within a
search

Allow searching within a set of current search results

Description

Meets

Requirement?

Comments

Requirement

4

Collaboration

Collaboration

Capture a 1:1 problem resolution discussion

Discussion Forums

Capture a 1:Many problem resolution discussion

Content Success
Rating

Allow content to be rated for usefulness by users

Email Auto
-
Notification

Auto
-
reply notice capability when content is added to indicate
suspense threshold for SME response

Description

Meets

Requirement?

Comments

Requirement

5

Content Management

Update/

Modification

Ability for any user to change/modify/update any existing
content as necessary and pending workflow approval

Content Revision
History

Track all content revisions. Provide access to all previous
versions of content for review and/or reversion.

Forced Content
Aging

Content is directed through appropriate workflow process
when associated review/expiration date is reached

Content Archival

Capability to Archive expired content and recall as necessary

Tie Cases directly
to KM Solutions

Ability to link KM solution(s) used to resolve the customer
interaction to a specific case

Description

Meet

Requirement?

Comments

Requirement

6

Publishing

Capture and
Publish Once

Automated publishing of content during process execution
captured for reuse

Robust Process
Integration

Automated capture and storage of knowledge as an output of
the inquiry/resolution process

Ticketing
Application
Integration

Capture and index solutions as they occur in the case
resolution process which then become available to users
during subsequent interactions

Template driven
Content creation

Ability to predefine and require use of content format
templates during the publishing process

Attachments

Allow association and uploading of file attachments into
repository

Hyper
-
linking

Allow embedding of selectable/clickable hyperlinks within
content

Publish content in
any format

Ability to upload any file format into the content repository

Render content to
target format

Render content into .pdf or other formats for
sharing/publishing

Compound
Document
capability

Dynamic merging of compartmentalized or embedded
documents

Description

Meets

Requirement?

Comments

Requirement

7

Workflow

Content Validation

Verification of content prior to publishing

Publishing Workflow

Automated process for verification and validation of content

--
Restrict Document
viewing until validation
completion

Content is not searchable/viewable until the validation process
has been completed

--
Validator Content access
during validation process

During the validation process, all qualified validators must have
access to un
-
validated content

Role
-
based Access

Multi
-
faceted Workflow/validation process
--

Validator,
Reviewer, etc. Must be able to integrate with our primary skill
routing mechanism (i.e. IC6) to ensure global alignment.

Accept/Reject capability
during validation process

Allow workflow validator ability to reject content and provide
reasoning to author or accept content with or without revisions
for publishing to the repository

Escalation process when
validation time thresholds
have passed

Define time thresholds for all stages of workflow process.
Define escalation points when thresholds have been met for
ensuring timely completion of workflow process.

--
Global view of current
work items

System
-
wide view of all uncompleted work items currently in the
process of validation

--
User tracking of own
work items

Content authors can track the progress of their content through
the validation process

--
Management Tracking of
work items

Supervisors may track the progress of work items during the
validation process

--
Milestone work item
Tracking

Provide workflow milestone completion notifications (technical
validation, legal review, grammar/format review, etc) to
authors/supervisors/administrators, as desired

Out
-
of
-
Office functionality
for validation

Reassignment of workflow validation duties to another
administered user or users for a limited period of time.

Description

Meets
Requirement?

Comments

Requirement

8

User Interface

Automatic login

Automatic authentication of users when logging into
application

User Authorization

Automatic entitlement verification for KM components (e.g.
content access levels defined on a per
-
customer basis)

User definable
profiles

Personalization of user interface for defining default search
option, result presentation, sorting, etc.

WAP enabled
access

Optimize for wireless and/or PDA (i.e. Treo 650) browsing

Globalization

International usability requirements

--
International Date
presentation

Present dates in an International format (Day
-

Month
-

Year)

--
Localized Time
Stamps

Present all publishing/validation/etc. time stamps in the user's
local time zone

--
Multilingual

Support for all character sets including double
-
byte characters

Description

Meets

Requirement?

Comments

Requirement

9

Self Service

Access

Define type of access to Self Service. (Intranet vs. Internet)

Feedback

Ability to leave customer feedback on solution content or
suggest new content.


User Interface

Ability to customize the user interface and integrate with other
systems.

Self Service
Capabilities

Define additional self service capabilities available to
customers such as password resets, critical outages,
scheduled outages, FAQs, ability to create tickets, check
ticket status & provide updates and web chat.

Personalization

Ability to personalize the content viewed by the customer
based on who the customer is.

Description

Meets

Requirement?

Comments

Requirement

10

Metrics/Analytics

Application Metrics

Reporting metrics for all categories (Information Retrieval,
Search, Publishing, Workflow, etc.) Ability to pull metrics on a
per
-
individual, per
-
group, or Enterprise
-
wide basis.

Combined
Application Metrics

Aggregated metrics for all KM repositories (including external)
across each category: Information Retrieval, Search,
Publishing, Workflow, etc.

Trending Analysis

Automatically identify regularly accessed solutions for
individual users, defined customer segments, and/or specified
offerings

Ad Hoc Reporting

Administrator and save customized reports for on
-
demand
reporting

Description

Meets

Requirement?

Comments

Requirement

11

System

Rapid
Implementation
Track

Strong out
-
of
-
the
-
box solution

Configurable/

Customizable

Implementation and customization requires only Business
Analyst skill
-
set

Description

Meets

Requirement?

Comments

Requirement

12

PepsiCo Specific Requirements



Field Level/Role based security that allows us to secure specific sections of a solution to
a specific audience



Ability to maintain a single solution/record for both internal and external (customer) view



Easily customizable dictionary/thesaurus



Interfaces with Peregrine Service Center



Ability to assign solution records to work queues



Ability to make solutions immediately searchable



Scalability


ability to scale to meet business needs



Data segregation


ability to segregate knowledge for multiple help desks



Ability to easily import/migrate solutions in current format into new tool



Version control on solutions



Mass print capability for printing multiple solutions



Mass export/email capability



Audit log on solution changes



Meets PepsiCo standards for servers, supported databases, etc.



Local vendor support personnel and consultant services