KCS Principles

Knowledge-Centered Service (KCS), developed by the Consortium for Service Innovation, is a methodology and a set of processes and practices that leverage knowledge as a key asset of the support organization. Knowledge-Centered Service (KCS) is proven to allow service and support organizations to significantly improve service levels to customers, gain operational efficiencies, and increase the organization’s value to the company through knowledge management.

This Knowledge Management best-practices course will provide support center supervisors, managers, and directors with a set of practical steps for capturing, storing, and successfully reusing knowledge. Participants will learn how to implement a strategy for adopting Knowledge-Centered Services that creates and maintains knowledge as a by-product of the incident management process.

What You Will Learn

• How to efficiently reuse, improve, maintain and create quality, easy-to-find knowledge articles
• A process for monitoring the quality of knowledge
• Ways to motivate staff to use the knowledge management practices and to effectively assess individual and team contributions
• How you can minimize or eliminate the need for a knowledge engineering function
• How to articulate the value of knowledge management practices for your organization
• A strategy for sustainable success that minimizes investments in knowledge workflow and maximizes the return
• How to identify and avoid the common pitfalls associated with knowledge management

Who Should Attend?

• Support professionals and project managers who want actionable steps to improve time-to-resolve and reduce expense by utilizing a knowledge management program
• Individuals who are preparing for the Knowledge-Centered Service Principles

Course Outline

Unit 1: What Is Knowledge-Centered Service (KCS)? What Is Knowledge-Centered Service? What Led to the Development of KCS? KCS Principles Why Do You Need KCS? What Are the Benefits of KCS? Unit 2: The KCS Principles and Core Concepts KCS Principles KCS Core Concepts Unit 3: The KCS Practices The KCS Practices Understanding KCS The KCS Methodologies Unit 4: Aligning KCS with the Business Aligning Business Goals and Objectives Providing Additional Value with KCS KCS Benefits and ROI Unit 5: Content Health The Content Standard KCS Article State Developing A Content Standard Creating Evolve Loop Articles Archiving Old Articles Dealing with Legacy Data Priming the Knowledge Base Global Support Considerations Knowledge Domain Analysis Content Health Indicators Self-Service Success Self-Service Measures Unit 6: KCS Roles and Responsibilities KCS Roles and Licensing Model The KCS Licensing Model Defining Roles and Competencies

Unit 7: Process Integration Process Integration Structured Problem Solving Seamless Technology Integration Search Technology for KCS Closed Loop Feedback KCS Process Integration Indicators Unit 8: Performance Assessment Assessing the Creation of Value Feedback and Reputation Model Unit 9: Leadership Leadership Tap into Internal Motivators Recognition Programs Compelling Purpose Promote Teamwork Unit 10: Communication Communication Key Messaging and Elevator Pitches Handling Questions and Objections Programs for Social Engagement Unit 11: Technology Functional Requirements Technology Selection KCS Verified Unit 12: The KCS Adoption Roadmap The KCS Adoption Program Adoption Phases Adoption Roles KCS Implementation Strategy KCS Investment Critical Success Factors

• Sertifisering

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