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.
Who should Attend
The one-day 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.
Some of the training objectives…
Click here for public class dates.
Excellent course, good exercises.
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.
Great course – got so much knowledge on this :-). Thanks Steve
Lots of practical advice.
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.
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.
Not knowing anything about the subject it was rather a nice surprise. It raised very interesting points and questions. Teacher was outstanding.
Many many thanks. Great help brilliant picture both in the matter, and beyond. Patrick
As per previous 2 days. Number of exercises/role plays was good to reinforce material.
Excellent!! Thanks for all of the brainstorming on what could work at PayPal.
The instructor built in many exercises & role plays into the training, which are very practical scenarios we’d encounter in our rollout.
Great course. The interactive sessions were especially helpful + engaging to me.
Steve was great! Amazing presenter & very informative.
Great activities during the day, eye opening and very appropriate to the challenges we may face.
Great training, as always!!
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.
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 […
Steve has been a great inspiration
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.