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Member Summit 2010

Meeting summaries can be found on our blog and on our YouTube page.
Click here for upcoming events.
Click here for membership details.

Web Sessions

  • Format: 60- to 90-minute in-depth conference calls. Some web sessions are a presentation on a single member-nominated topic, while others are exploratory conversations on a wider topic.
  • Purpose: An opportunity for members to exchange best practices or new ideas for addressing critical challenges.
  • Venue: Conference call.
  • Frequency: Every other month.
  • Attendees: Program/project managers and/or support managers and directors from member organizations. The individual(s) attending may vary based on the topic of the meeting. Members decide which calls to attend and how many people to send based on the relevance of the topic. Participation is unlimited at any membership level.

Program Team Meetings

  • Format: Two and a half day interactive working sessions focused on specific topics or challenges identified by the members.
  • Purpose: Evolve the models and definition of the operational processes.
  • Venue: Hosted at member sites.
  • Frequency: Every other month.
  • Attendees: Program/project managers and/or support managers and directors from member organizations. The individual(s) attending may vary based on the topic of the meeting. Members decide which team meetings to attend and how many people to send based on the relevance of the topic and their membership level. Team meeting participation is defined as follows:
    • Participant: One attendee per face-to-face program team meeting.
    • Participant Plus: Up to two attendees per face-to-face program team meeting.
    • Sponsor: Up to three attendees per face-to-face program team meeting.
    • Benefactor: Unlimited participation.

Annual Member Summit

2015 Member Summit Summary via Storify

Conference with presentations and interactive discussions. The Member Summit is focused on reviewing the work of program teams and discussing future focus areas.

  • Format: Three day conference featuring presentations and interactive discussions.
  • Purpose: Review the work of program teams, discuss future focus areas.
  • Frequency: Annually in the spring.
  • Venue: Typically hosted in a hotel setting.
  • Attendees: Individuals responsible for management and direction of customer support organizations. Included in membership levels as follows:
    • Participant: unlimited attendance at the discounted member rate.
    • Participant Plus: two attendees at no cost, additional attendees at member discount.
    • Sponsor: two attendees at no cost, additional attendees at member discount.
    • Benefactor: three attendees at no cost, additional attendees at member discount.

Annual Executive Summit

  • Format: Three day conference with interactive discussions, by invitation.
  • Purpose: Examine and discuss emerging trends and challenges in the support industry. Critical in defining the scope and direction of the work of the Program Teams.
  • Venue: Hosted in a creative environment.
  • Frequency: Annually in the fall.
  • Attendees: Senior executives responsible for support organizations. Included in membership levels as follows:
    • Participant: Invitees may join at the discounted member rate.
    • Participant Plus: Invitees may join at the discounted member rate.
    • Sponsor: one invitee at no cost, additional invitees at member discount.
    • Benefactor: two invitee at no cost, additional invitees at member discount.

Leadership Committee

  • Format: Two day meeting with presentations and interactive discussions.
  • Purpose:
    • Elect Consortium Board of Directors
    • Review scope, focus, and direction of Program Teams
    • Develop the Leadership for Service Excellence framework.
  • Frequency: Annually, with periodic phone calls.
  • Venue: Hotel or member site.
  • Attendees: Representatives from each Sponsor and Benefactor member company. Included in membership levels as follows:
    • Participant and Participant Plus: not available.
    • Sponsor: one attendee at no cost.
    • Benefactor: two attendees at no cost.

Executive Briefing

  • Format: In person or via web session – 2-3 hour session
  • Purpose: Update the member organization’s leadership team on the work of the Consortium. Review the objectives and status of the five Consortium initiatives. The session can be tailored to focus on the initiative(s) that are most relevant to the leadership team.
  • Venue: At member site or via web session
  • Frequency: Annual
  • Attendees: GMs, VPs, Sr Directors
  • Included in membership levels as follows:
    • Participant and Participant Plus: member discount.
    • Sponsor: one briefing per year.
    • Benefactor: two briefings per year.

Management Workshop

  • Format: In person – 1/2 day to 1 day workshop
  • Purpose: Update member organization’s managers on the emerging leadership principles and practices as we move to a highly collaborative, knowledge-centered customer engagement model. This session has a strong focus on measurement, and can be tailored to the organization’s needs based on where they are in the evolution of moving from a transaction-based measurement model to a value-based model.
  • Venue: At member site
  • Frequency: Annual
  • Attendees: 1st and 2nd line managers
  • Included in membership levels as follows:
    • Participant and Participant Plus: member discount.
    • Sponsor: one workshop per year.
    • Benefactor: one workshop per year.

Opportunity Assessment

  • Format: On site interviews and data collection – 2-3 day session
  • Purpose: Assess potential benefits of the organization adopting KCS or Intelligent Swarming
  • Venue: At member site
  • Frequency: Once per initiative
  • Attendees: The assessment engages a variety of people across the organization.
  • Included in membership levels as follows:
    • Participant and Participant Plus: member discount.
    • Sponsor: member discount.
    • Benefactor: one assessment in the first year of membership, then member discount.

Benefits of Membership

Resources

KCS Principles and Core Concepts. The foundation of the methodology.

KCS v6 Practices Guide
A comprehensive how-to guide.

KCS v6 Adoption Guide
A step-by-step approach for planning a KCS adoption.

Please visit The KCS Academy for more KCS resources including case studies.

Join the mailing list.

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