KCS is a business methodology to capture, structure and reuse support experiences that results in reduced support costs and improved customer satisfaction and capability
A business model for a highly efficient, scalable and sustainable organization. The Adaptive Organization (AO) represents a shift from the static hierarchical, "command and control" structures of the past to a dynamic, knowledge-enabled network structure.
The joint KCS/Betty team has done some initial work on developing a balanced score card for the Betty model. A method to assess customer success on the web, a simulator to assess the dynamics and value of KCS and web-based self help as well as some key metrics for a maturity model and benchmarking. .
A standards-based business framework that will enable service organizations to interact efficiently across organizational and corporate boundaries.
All Consortium strategies, business models, standards and guidelines are produced through the activities of program teams. The Consortium program teams produce white papers, business frameworks, specifications, implementation guides and best practices based on experience and results from member implementations. The work and results of the program teams are reported at the annual member conference held each year in October.
Printable version