Knowledge-Centered Success^® v6 Practices Workshop

Overview

Knowledge-Centered Success, or KCS®, is a methodology designed to integrate knowledge capture, improvement, and reuse directly into support operations. It is a 'just-in-time' approach to knowledge management that integrates knowledge capture and maintenance into the problem solving process. The knowledge that is created improves internal efficiency as well as customer success on the web.

The fundamental goal of KCS is to solve a problem once and use the solution repeatedly. Organisations have shown that adoption of KCS can improve operational efficiency, customer satisfaction and employee morale.

This workshop examines the need for a knowledge-centered strategy, the organising principles of KCS and the benefits that it delivers. If you’re considering launching KCS, tuning up your KM processes, or bringing a colleague up to speed, this intensive three day workshop will provide the needed insights and skills.

Course Modules

• 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

Delivery and Duration

This course is available as a public or closed class. The workshop duration is three days taught in a classroom environment or online. See our calendar for the public class schedule.