Team Meeting Summary: KCS Across the Organization

Kelly Murray , September 25, 2018

KCS Across the Organization

Team Meeting
19-20 September 2018
Hosted by Dell EMC in County Cork, Ireland

Notes and presentations are available to Consortium Members on the wiki.

Discussion Topics

  • Overview: KCS Across the OrganizationMelissa George, Consortium
  • Expanding KCS success from the traditional support environment into the Professional Services organizationJim Mullins, Dell EMC
  • Considerations for Implementing KCS and Intelligent Swarming in other lines of businessSarah Carberry, SAP
  • Engaging Tier 3 Support Engineers in KCSMark Churchill, Rockwell
  • Using Agile methodology to deploy KCS across the whole Global Client Services organizationJudith de Jong, SDL
  • Open Space Sessions
    • Employee Effort: Demonstrating the value and ROI
    • Key elements a KCS Program Manager needs to get in place
    • Can KCS operate efficiently with only┬áLevel 1 participating?
    • How to manage ownership of the knowledge article after a swarm
    • Does the readiness adoption model need to be built for groups not handling cases?
    • Best practices for getting started with KDEs.
  • The KCS Center of Excellence (COE) programMelissa George, Consortium
  • Member experiences with a KCS COE
    • KCS dashboard and Evolve Loop Activities – Bryan Sweeney, Autodesk
    • KCS COE shared service – Maarten Koch, Ericsson
  • Creating a framework for deploying KCS across the organizationGroup Discussion

Reference Links



Notes and presentations available to Consortium Members;
contact Kelly Murray for more information.

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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.

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