KCS Knowledge Centered Service v6 Practices

This course is intended for individuals who require a thorough understanding of both the KCS methodology and its adoption. This includes people who manage or advise on the adoption and continuous improvement of the KCS practices. The course is also appropriate for product managers whose products align with or enable the KCS practices.

Typical attendance includes:

• Program and project managers for KCS adoption
• KCS adoption team members
• Supervisors and first- and second-line managers
• Trainers
• Coaches
• Consultants
• Knowledge workers who aspire to be coaches or managers
• Product managers and architects for technology and tools that enable the KCS practices

• Gain a thorough understanding of KCS Principles, Core Concepts and 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
• How to adopt and sustain KCS
• How to achieve more consistent adoption of KCS throughout the organisation
• Alignment of KCS vocabulary and understanding across distributed teams/locations
• Clear, measurable, consistent alignment between KCS and business goals
• KCS measures and their evolution over time

1. What is this all about?

• Workshop objectives
• Business objectives
• Support from the customer's point of view
• Implications of KCS in the bigger picture
• The evolution of support

2. KCS benefits: why should we care?

• Is there another way?
• What's different?
• The KCS Practices
• Double loop concepts and the KCS Solve and Evolve Loops

3. Process improvement

• Understand different types of change and how it relates to KCS
• Identify the critical success factors for successful adoption

4. Roles and responsibilities, proficiency development

• Understand KCS license levels and roles – knowledge worker, coach, knowledge domain expert (KDE)
• The critical role of the coach and criteria for picking coaches

5. Content is King!

• Review the content health techniques and what needs to be in the content standard.
• The value of context
• Structure
• States and lifecycle
• Style and preferred vocabulary
• Indicators of Content Health
• Article Quality Index (AQI)
• Article state transitions
• Understand the connection between KCS roles (license levels) and article state transitions

6. Process Integration

• Understand how we integrate use of the knowledge base
• Indicators of health for Process Integration

7. Performance Assessment

• How do we determine who is creating value?
• Review the measures that are important in a KCS environment

8. Scenarios

• Group exercise: KCS measurement scenarios, ditch avoidance, lessons learned.

9. Leadership and Communication

• Identify the role of leaders/managers
• Understand what motivates people
• The power of a vision: compelling purpose, mission, values, brand promise
• The strategic framework – link the business goals to the KCS benefits
• Indicators of Leadership and Communication health

10. Adoption

• Review practices for KCS adoption
• Understand adoption waves and phases

11. The challenge of communication

• Identify the elements of the communications plan
• Identify audiences & key messages
• KCS Q&A/FAQ
• Elevator pitch
• Vehicles for delivery

12. What are the underlying beliefs of KCS?

• Understand the KCS Principles and Core Concepts

13. Exam Prep Session

• Preparing for the KCS v6 Practices Certificate Exam