Duration: ~20 hours
Cost: varies
This thorough, trainer-led workshop is intended for anyone seeking a deeper understanding of KCS Principles, Concepts, and Techniques.
Knowledge-Centered Service, or KCS®, is a methodology designed to integrate knowledge capture, improvement, and reuse directly into support operations. If you’re considering launching KCS, tuning up your KM processes, or bringing a colleague up to speed, this intensive workshop will provide the needed insights and skills.
Topics covered include the key deliverables required to implement KCS, best practices for measuring knowledge activity, performance, and value, and processes for creating in-workflow (Solve Loop) and value-added (Evolve Loop) content.
Note: many trainers include KCS v6 Practices Certification as part of their workshops.
Topics
- An understanding of the key deliverables required to implement KCS
- Best practices for measuring knowledge activity, performance, and value
- Techniques for ensuring knowledge base quality without review queues
- Processes for creating in-workflow (Solve Loop) and value-added (Evolve Loop) content
- How to manage a KCS adoption, avoiding mistakes others have made
Learning Objectives
- Understanding KCS and its benefits
- KM best practices and industry examples
- KCS content: standards and quality
- The structured problem solving workflow
- Roles and responsibilities
- Performance assessment
- Leadership strategies and change management
- Technology requirements to enable KCS
- A road map for KCS adoption
Intended Audience
- Program and project managers for KCS adoption
- KCS Council team members
- KCS Coaches and Knowledge Domain Experts
- Supervisors and first- and second-line managers
- Product managers and architects for technology and tools that enable the KCS Practices
- Consultants
Or request a private workshop from Certified Trainers.
Investing in advanced training for our KCS Council has enabled us to set up our program the right way from the start to ensure sustained success.
-Senior Manager of Knowledge Programs
Self-Paced Training & Exams
- KCS v6 Fundamentals & Exam
- Digital Transformation Fundamentals
- Managing in a Digital Economy
- Intelligent Swarming Fundamentals & Exam
Instructor-Led Training & Exams
- KCS v6 Practices Workshop & Exam
- KCS v6 Coach Workshop
- Knowledge Domain Analysis Workshop
- KCS v6 Leadership Workshop
- KCS v6 Trainer Exam
The Only Certifying Body for KCS
The Consortium for Service Innovation, whose Members created and maintain the KCS methodology, is the only certifying body for KCS. We offer KCS certification for people and KCS designations for KCS Verified Tools, KCS Aligned Tools, and KCS Aligned Services.