KCS® Knowledge Centred Service – v6 Practices: Course Contents | ALC Training News

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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

Jes Irving