Printable versionUnnatural acts...Phenomenal results...
An Introduction to KCS
Knowledge-Centered Support is a knowledge management strategy for service and support organizations. It defines a set of principles and practices that enable organizations to improve service levels to customers, gain operational efficiencies, and increase the organization's value to their company. There are a proven and attractive list of benefits!
KCS practices involve collaborating, sharing, using and improving knowledge in a manner similar to a double loop process. Companies have mastered the solve loop of the process and are now wrestling with the evolve loop. It has become apparent that the evolve processes are not natural acts in our current business structures. Our current linear management practices stifle the ability to capture knowledge because of the value proposition the company puts forth to its employees.
Our purpose is to share the best practices and experiences with Knowledge-Centered Support. Our discussions are focused on:
- How to sustain the KCS practices over time
- Developing and articulating the ROI
- Engaging and monitoring the results and practices of teams who are at different stages in the adoption of KCS
The number one topic is Management - what we really want to work through is:
- Maintaining the focus of senior management
- Identifying the responsibility of line management at different stages of adoption
- Showing results with management views