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
- 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
- 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
- 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
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