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www.ASPonline.com |
ASP Forum
Capturing Outsourcer Knowledge?
"We have a very talented outsourcing team, but I've just realized
that whenever they solve a tough problem the solution should be
added to our knowledgebase. How can we make this happen? I don't
want to pay them to write tech notes that duplicate what we
already have."
—Yolanda from Yorktown
Yolanda—
This is close to the dilemma many support organizations have when
they decide to give their own reps a quota for knowledge base
solutions: without some kind of a quality check you may get lots
of stuff, but not necessarily good stuff.
If you have a system through which you review each and every
solution you can simply use the system to validate the submissions
and only pay for those solutions that pass the review. Naturally,
you will also have to review swiftly so you can make payments
swiftly (this is great discipline in any case.)
If you have no review system in place and you simply post solutions
as they are written, you can adopt an audit system through which
you check a small proportion of the solutions and you apply the
percentage of “good” solutions to the payment. If you use an audit
you must make sure that it’s truly random so there’s no chance of
predicting when a solution will be audited, hence no chance of
gaming the system.
A critical piece is how to handle updates: in a mature knowledge
base the most important part of knowledge management is updating
existing solutions, not creating new ones. You can use a similar
approach (either full reviews or audits) to ensure that updates are
significant before you pay for them.
Good luck!
—Françoise Tourniaire
FT Works
650 559 9826
FT@ftworks.com
[If you have any other advice on this question, please send an
email to membership director Jane Farber at jfarber@asponline.com, and
we'll post your feedback.]
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