Knowledge-Centered Service® v6 Leader


Knowledge-Centered Service (KCS) Version 6 is a business methodology that was developed and tested by members of the Consortium for Service Innovation.

Success in a Knowledge-Centered Service environment requires managers to behave differently because leading a value based, knowledge-centric operation is fundamentally different than managing an activity based, transaction-centric operation.  Managers need and deserve support in understanding the requirements and dynamics of this new environment.

This workshop gives managers a new perspective on their role as leaders of a KCS adoption and develops the skills needed to successfully lead a knowledge-centered organisation. On completion of the class, students will be understand how to assess organisational performance in a Knowledge-Centered Service environment, create a strategic framework, appreciate the key requirements for a successful KCS adoption and communicate the KCS value proposition to executives, managers and knowledge responders.

The Knowledge-Centered Service Leader workshop is intended for team leaders, managers and directors in service and support organisations who are in the process of migrating to the KCS methodology. The Knowledge-Centered Service Foundations workshop is a pre-requisite for anyone wishing to attend this class.

Course Overview

  • A Short Review
  • Performance Assessment
  • Leadership & Communication
  • Keys to Successful Adoption

Delivery and Duration

This course is available as a public or closed class. The workshop duration is one day taught in a classroom environment or as two half-day sessions online. See our calendar for the public class schedule.

More information

To request a course brochure, please complete our Contact Us form. Click here for public class dates.


  1. Linda Troisi says:

    Steve was an excellent instructor and presenter! I would strongly recommend this company/instructor/class!

  2. Paul Kudra says:

    I was completely new to KCS. Steve did an excellent job and presented the knowledge perfectly. I really enjoyed the training and look forward to promote KCS in our company.

  3. David Anderson says:

    Very good course, great presenter.

  4. Nik Jowett says:

    Thank You!!

  5. Ian Teasdale says:


  6. Simone Sweeney says:

    I enjoyed the content of information & look forward to this being imbedded into our department. Stephane was a great instructor who allowed in depth conversations & different points of view occur. Very helpful & friendly

  7. Dagny Skarbinski says:

    Some repetition which create impatience. Better put that time on ” give example from your company” or more exercise.

  8. Tracey Hayes says:

    Steve our instructor has been absolutely great in helping understand the whole KCS model. Now the hard work begins! lol! 🙂 Very knowledgeable and supportive.

  9. Caroline Labbett says:

    Excellent course. Great examples! Thanks

  10. Daria Gorelikova says:

    Thank you Steve, I’ve known much more than I expected!

  11. Ujjwala Kamalapurkar says:

    Good learning experience. Gained clarity for multiple concepts relate dto KCS that were being unknowingly incorrectly followed.

  12. Ankur Maloo says:

    Looking forward to have more exercise during the session

  13. Ashwin Shetty says:

    It was very good, just that it could have been more interactive.Few topics were and could have been handled differently

  14. Pradyumna Madiwale says:

    The content of the course was excellent. Could have included some cases related to Customer Support

  15. Manisha Barage says:

    The session is very informative and helps understand the topic well

  16. Arul Jeeva Anthonyhuthu says:

    Amazing session. For the first time we have a trainer who answers every question with such context. Amazing experience to meet & learn from someone who himself is a knowledge base to clarify anything and everything.

  17. Anand Iyer says:

    Steve has been a great inspiration

  18. Ravi Reddi says:


  19. Andrew Collins says:

    Steve is clearly very educated and passionate about KCS. He has given me a lot of knowledge and practical experience which i can use in our KCS Adoption. I plan to stay in touch with Steve and would definitely consider another of his training classes […

  20. Gareth Jones says:

    Lot of general leadership stuff on the course. Would like to see more on KCS specifics/best practices. Balanced scorecard stuff was good. Steve is a great presenter and brought material to life.

  21. Roger Miquel Grases says:

    Great training, as always!!

  22. Diana Garcia says:

    Great activities during the day, eye opening and very appropriate to the challenges we may face.

  23. Anna Rain says:

    Steve was great! Amazing presenter & very informative.

  24. Carie Maguire says:

    Great course. The interactive sessions were especially helpful + engaging to me.

  25. Xia Li says:

    The instructor built in many exercises & role plays into the training, which are very practical scenarios we’d encounter in our rollout.

  26. Lynsey Byers says:

    Excellent!! Thanks for all of the brainstorming on what could work at PayPal.

  27. Mark Hope says:

    As per previous 2 days. Number of exercises/role plays was good to reinforce material.

  28. Patrick Bauer says:

    Many many thanks. Great help brilliant picture both in the matter, and beyond. Patrick

  29. Christian Vergnaud says:

    Not knowing anything about the subject it was rather a nice surprise. It raised very interesting points and questions. Teacher was outstanding.

  30. Johnny Jensen says:

    The class was so much more activating, giving great understanding about how to spot if KCS is working and what to do about it if it is not.

  31. Divya Manjunath says:

    Today’s training was very good. Role plays & activities helped me understand KCS more. Steve was best as usual. All my questions were answered. Feel more confident now. He is very friendly trainer, I felt that I can go to him any time I need his advice.

  32. Karen Peacock says:

    Lots of practical advice.

  33. Heather Dawson says:

    Great course – got so much knowledge on this :-). Thanks Steve

  34. Melanie Goddard says:

    Really useful for my role as will have to convince senior management of benefits. Also good practices on rollout & issues to look for and how to avoid.

  35. David McGeough says:

    Excellent course, good exercises.

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