For most organizations, a successful KCS adoption requires a significant transformation. We adopt KCS in waves so we can start small, create some success and excitement, and then invite others to join!
This is part two of a four-event series based on the KCS Adoption & Transformation Guide. Other events in the series:
Enjoy this conversation with Certified KCS Trainers and KCS Aligned Service Providers where we review resources for how to Adopt in Waves (linked below!) and showcase how critical a Coaching Program is for KCS success.
Recording
Adopt in Waves Overview
Adopting in Waves enables us to learn and adjust based on experience.
Training
Management Training – alignment to new approach is critical!
Knowledge Worker Training – focus on KCS Solve Loop practices
KCS Coaching Program
Strong correlation between time dedicated to KCS Coaching and the benefits realized from KCS.
Coach selection process is important!
Technology Updates
Based on Wave 1 experience, update tech before additional waves. Consider functionality, integrations, and UI.
Additional Waves
Revise foundational decisions (Content Standard, Workflow, Measurement Model) as needed for additional waves.
The most frequent challenge in realizing and sustaining KCS benefits is management’s failure to embrace new value-based measures.
Management Training
Indicators Of Adoption
The Solve Loop becomes habit for Knowledge Workers when they experience the value for themselves.
Baseline Measures Improve
- Decrease in cost per incident
- Increase in service quality
- Increase in employee satisfaction
Stakeholder Engagement
- Strategic Framework maintenance
- Visibility to impact
- Ongoing Change Management
Don’t stop here! Knowledge worker motivation to continue using the knowledge base will be lost unless the redundant work gets removed from the workflow.
Indicators of Adoption
Case Studies and Recommendations
Consortium Members continue to update our collective experience about getting the most value from KCS!
KCS Journey at Alation
A thorough look into how Alation approached KCS Adoption – a successful program now several years into maturity!
Change Management
How to treat KCS adoption as a change management initiative to reduce rollout time and enhance overall success.
The Importance of Coaching
See a list of Coaching observations compiled by Consortium Members to help gain support for coaching resources.
KCS Center of Excellence
An approach for very large organizations to scale KCS across 500 or more Knowledge Workers.
“KCS is a bigger change for management than it is for the knowledge workers.”
Adoption & Transformation Guide: Important Lessons Learned
The “Why” for Adopt in Waves
- Preparing for Wave I – we don’t want to lose time or momentum.
- Management Training – Managers need to understand what’s coming and why.
- KCS Coaching Program – to support knowledge worker behavior change.
- Knowledge Worker Training – help knowledge workers generate wins to build on.
- Technology Update – make it easy to do the right thing for future waves.
- Additional Waves – begin after adjustments learned in previous waves.
- Indicators of Adoption – track progress against our baselines.
Source: The “Why” Behind Each Phase
Recent Adoption Guide Updates
How the KCS v6 Adoption Guide became the KCS v6 Adoption & Transformation Guide
KCS Training
Self-Paced & Instructor-Led from the only authorized certifying body for KCS.
Most Repeated KCS Advice
Consortium Member guidance for achieving celebration-worthy results