KCS 0.6: The Four Adoption Phases Of Knowledge Centered Support
There are four phases of adoption for KCS, and these four phases range from phase 0 to phase 3*. Though these phases are not always prescriptive for every organisation they do provide a helpful outline. We will be discussing each of these phases in greater detail in a dedicated blog for each specific phase at a later date. But for now, here’s an overview of each of the four phases:
PLANNING AND DESIGN
Phase 0 covers Planning and Design, which involves;
- Building the required tools for successful adoption,
- Gathering baseline measurements, and
- Setting realistic internal and external expectations.
ADOPTION
Phase 1 addresses Adoption, which seeks to;
- Create an internal understanding and excitement through training to build initial competencies,
- Establish internal reference-ability by running a pilot programme. These areas and their results can become a ‘Show Pony’ to help encourage other internal support areas to adopt the KCS Framework.
PROFICIENCY
Phase 2 covers Proficiency;
- Creating and maturing the knowledge base,
- Increasing the efficiency of the KCS process.
- Reducing the time to proficiency, and
- Improving collaboration and analyst satisfaction.
LEVERAGE
Phase 3 the final phase is Leverage, which covers how to leverage the knowledge base. This phase focuses on;
- Optimizing resourceutilization rates
- Reducing support costs,
- Increasing customer success via self-help,
- Improving employee satisfaction, and
- Improving products and services via effective problem management and continual service improvement programmes.
* Adoption Phase numbers have been recently updated to start at phase one instead of zero
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As shown in KCS Version 5.3 Knowledge-Centered Support Practices Guide (2012) S1[3.1-3]KCS v5.3 was written and edited by KCS v5.3 was written and edited by Melissa George, David Kay,Greg Oxton, Rick Joslin, Jennifer MacIntosh, and Kelly Murray.
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FREE ONLINE VIDEO BOOK/TRAINING COURSE
The entire suite of KCS topics are available in one location for FREE via my KCS video book/training course. These are designed to guide interested people through the entire KCS concepts and practices, as well as provide evidence of understanding for those involved in a Knowledge Centered Support program of work or implementation. All you need to is register!
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