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MyGeotab | Visit Geotab.com
Driving KCS® Success With AQI and PAR on the Dashboard
Erik Rutten - Knowledge Centered Service Manager, GeotabDavid Kay - Principal, DB Kay & Associates
KCS is a registered trademark of the Consortium for Service Innovation.
MyGeotab | Visit Geotab.com
A world leader in GPS fleet management
● Engineering company building analytics, telematics & IoT solutions
● Started in North America in 2000, Geotabnow has:
○ More than 400 partners and a flourishing ecosystem
○ Over 600 Employees and offices in Toronto, Las Vegas, Mexico City, London, Madrid, Munich, Aachen, Hong Kong & Adelaide
○ Largest adoption by fortune 500 companies
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Customers of Every Size and Industry, Globally
● Over 35,000 Customers and over 1,400,000 Vehicle Subscriptions
● World’s largest provider of telematics to enterprise fleets
● Geotab solution scales to fit customers with 1 device up to 80,000 and is used many different ways
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Amazing Growth
● We collect over 3 billion data points per day (only ⅓ of that is GPS data)
● All the vehicles using Geotab lined up end-to-end would reach from New York to Vegas and back!
Geotab Company Overview
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● Program’s “Trip History”● Fleet Performance Results● Roles & Licensing● Assessment & Calibration● Fleet Tuneups● Upcoming Trips
Drive with me...Agenda
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● 115 Support staff● ~120k tickets/year● With 30-40%
growth each year, we need KCS to scale
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Our KCS Trip History
● Fall 2017 - Dreaming the Destination
● Feb 2018 - Mapping the Trip (Design Workshop)
● May 2018 - The Coach Workshop
● May 21, 2018 - Wave 1
● Aug 20, 2018 - Wave 2
● Oct 2018 - Dedicated Fleet Manager (KCS PM)
● Jan 2019 - Exit Phase 2
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Fleet Performance Results● Team Overall Scores
○ Avg RQI: 74% ( 10%)○ Avg AQI: 93% ( 1%)○ Avg Reuse Accuracy: 95% ( 1%)○ Avg Participation: 50% ( 19%)○ Agents Licensed: >80% of solve loopers
● RQI Breakdown○ RQI-based Create/Reuse Ratio: 3.9 ( 7.8%)○ Metric-based Create/Reuse Ratio: 8.5 ( 25%)○ Avg Create Loss: 6.4%○ Avg Reuse Loss: 9.5%○ Avg Improve Loss: 4.6%○ Avg Inaccurate Reuse: 3.3%○ Avg No Link Required: 8.5%
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“Straight Out of the Practices Guide” - David Kay
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Feedback From the Team● “Love having all answers in one place”● “Find it easy to look and find answers while on the phone”● “Coach workflow can be cumbersome”
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Searches,Reuses, and Flag
Can publish tothe web
Improve andValidate
Can Create
KCS Roles
ViewBot
ProtoBot
ShareBot
KnowBot
Training
Coaching
Coaching
Peer MentorCoachBot
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Coach ProcessesRQI & AQI● Review 5 solved tickets/mentee/week for Candidates and Contributor● Review 5 solved tickets/mentee/month for Publishers
● Pre-ShareBot○ Use AQI/RQI only as a guideline for discussion, w/out mention of
score. ○ Focus on the competencies
● ShareBot+○ Share scoring and goals for AQI/RQI, but it’s still about the behaviors
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KCS Performance Assessment● Article Quality
o Based on AQI criteria, a measurement of Content Standard adherenceo Goal = 100%o ProtoBot: ~90% to move to ShareBoto KnowBot: reach and maintain 95%
● Resolution Qualityo Goal = 100%o ProtoBot: > ProtoBot Group AVG (~60%) to move to ShareBoto KnowBot: reach 85%, working towards maintaining 95%
● Create, Edit, Reuse Volumeso No goal, monitoring trend over time
● Participation rateo No hard goal, monitoring trend over time (aiming between 60-80%)
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Coach Calibration● Meet weekly with each local Coach group (1 in Oakville, 1 in
Vegas)● Coaches lead or take minutes on a rotating basis● Review:
○ News & Announcements○ Kudos to new KnowBots, last week’s rockstar, and most improved
knowledge worker○ High-level metrics○ Coach metrics○ Open floor discussion about solve loop practices, and evolve loop
observations
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Coach Tools● Combo of Google Sheets, Forms, and Data Studio for coach
assessment data● Zendesk Support, Insights, and Guide to examine tickets,
articles, and metrics● Very clunky!
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Fleet TuneupsDone● Stop talking about participation%● Adjust requirements for publisher● Stick to proper coach selection processTo-do● AQI on contributor (and up) reuse● 2-level licensing● Build radar charts / value footprint● “Certify” internal trainer to train new coaches● Migrate to seamless coaching environment in SFDC (kudos Akamai!)
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Upcoming Trips● Geotab, as a Smart City (KDE Program) launching now● KCS Council launching soon● Self-Service hopefully Q2/3 2019● Customer Success to adopt Q1/2 2019● Learning Center, HR, (and more?!) to begin adoption late
2019
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Corporate Headquarters:Geotab Inc.
2440 Winston Park DriveOakville, OntarioL6H 7V2, Canada
Tel: +1.416.434.4309www.geotab.com
Geotab GmbHCalle de la Princesa,43 2ºD
28008 Madrid
Spain
International Offices:
Geotab USA, Inc.
770 E. Pilot Rd
Las Vegas
Nevada, 89119
USA
Geotab UK
2 Eastbourne TerracePaddington, LondonW2 6LG,United Kingdom
Geotab GmbHKaiserstr. 10052134 Herzogenrath
Germany
Geotab AustraliaLevel 24, WestpacHouse
91 King William Street, Adelaide, SA 5000
Australia
MyGeotab | Visit Geotab.com
