Some new and unknown cases are so complex,
they require teamwork beyond the usual
service and support tiers.
There are incredible benefits to be gained by embracing swarming for these complex cases but swarming has limitations at scale, and a case-first approach means you may end up missing many opportunities for continual improvement across the business, not just within Support.
Enter a new model: Swarming with KIT principles.
This builds on the the traditional swarming model and empowers individuals in a complex support environment to work as a group to cope with uncertainty and rapid change. Inspired by nature and informed by techniques used by first responders, this simple, yet powerful model embraces a knowledge-first way of collaborating that adds value to every interaction.
Swarming often involves bringing in multiple cross-functional resources to resolve an issue. But how do you mesh these groups with different reporting structures into a team that cares about the success of the team to solve problems faster and create more value? By focusing less on individual performance, which is always difficult to measure in interdependent systems, and focusing more on factors critical to organizational success.
We’ve built in an opportunity to step back from the intense firefighting to examine the patterns and identify what we can do differently to put out the next fire in less time and with less effort. Swarm Coaches look across swarming channels to see what needs to be systematically improved. This helps drive continuous improvement in knowledge, teamwork, and problem-solving capabilities.
In a complex environment, we often need to involve multiple resources to resolve issues. All of us are better than anyone of us, so Klever Swarming focuses on the team as the core unit to bring out the best in everyone during each interaction. Teams are assembled cross-functionally and by product in a swarming channel for easy collaboration, and meaningful, team-based measures guide and motivate workers to focus on outcomes.
Are your teams ready for Klever Swarming?
Online, self-paced training
Who? Managers and team members who have embraced knowledge-sharing and are experienced in solving challenging customer problems
What? Our easy-to-follow online training helps teams learn the material at their own pace, with printable handouts and posters and quizzes to help the learning “stick.”
When? The training consists of short, memorable lessons that team members complete at a pace that works for them.
Why? Klever Swarming allows teams to work cross-functionally to solve challenging new and unknown issues by harnessing their collective knowledge and problem-solving skills. The framework mitigates backlog, encourages continuous process improvement, and helps team members reach competency faster.
Virtual Workshops
Who? Managers and team members who want a more personalized approach to applying swarming techniques to their organization’s unique processes and systems
What? Our one-day virtual workshop leads your team through exercises, discussions, and breakouts with a Klever Insight co-founder. We’ll look at the concept of swarms, organize the team into their assigned roles, and align your current knowledge-sharing process with the concept of Klever Swarming.
When? The training usually takes place over one to two days, virtually and in real time, so attendees can interact with the Klever team and ask questions.
Why? No two organizations are alike. The workshop session is ideal for organizations that have specific and complex knowledge-sharing needs to be addressed. Attendees will leave the session with an understanding of how to apply Klever Swarming techniques to their workflow.
Accelerator
Who? Managers and team members who want to follow a step-by-step process for standing up, adopting, and maintaining a Klever Swarming solution within their organization
What? Our 90-day Accelerator is a structured program that includes weekly online training sessions with a Klever co-founder, followed up with offline tasks that help teams move forward a large-scale swarming initiative. Working alongside the Klever team, your group learns the benefits of swarming, assigns roles to team members, incorporates swarming into their workflow, and practices the steps for resolving new and unknown issues.
When? For 90 days, attendees meet with the Klever team on a weekly basis to learn the steps for organizing their own swarming channels and integrating Klever Swarming into their existing knowledge-sharing program.
Why? Transformation can be difficult, and lasting success requires slow and steady progress. The Accelerator allows managers and team members to learn and adopt swarming techniques within a defined period of time by following manageable weekly steps.