The KCS v6 Practices Workshop is a 2.5 day workshop taught by KCS v6 Certified Trainers. It is excellent preparation for the separate KCS v6 Practices Certification exam, which is often offered separately at the end of the workshop.

KCS v6 Practices Training Workshop

Knowledge-Centered Service, or KCS^®, is a methodology designed to integrate knowledge capture, improvement, and reuse directly into support operations. If you’re considering launching KCS, tuning up your KM processes, or bringing a colleague up to speed, this intensive workshop (offered in 1.5-, 2-, and 3-day formats) will provide the needed insights and skills. While this workshop will prepare you for the v6 Practices certification exam, the exam may or may not be included in the agenda.

Course Description

During this workshop, participants will learn:

• An understanding of the key deliverables required to implement KCS
• Best practices for measuring knowledge activity, performance, and value
• Techniques for ensuring knowledge base quality without review queues
• Processes for creating in-workflow (Solve Loop) and value-added (Evolve Loop) content

How to manage a KCS adoption, avoiding mistakes others have made

Intended Audience

This​ ​thorough,​ ​instructor-led​ ​workshop​ ​is​ ​intended​ ​for:
● Program and project managers for KCS adoption
● KCS Council team members
● KCS Publishers and Coaches
● Supervisors and first- and second-line managers
● Product managers and architects for technology and tools that enable the KCS practices
● Consultants

Learning Outcomes

Someone​ ​who​ ​completes​ ​the​ ​KCS​ ​v6​ ​Practices​ ​workshop​ ​understands:
● KCS Principles and Core Concepts
● KCS Practices and techniques, and the reasons for adhering to them
● How to adopt and sustain KCS
● KCS measures and their evolution over time

Benefits

Benefits​ ​of​ ​this​ ​training​ ​for​ ​the​ ​individual​ ​taking​ ​it:
● Preparation to participate in the KCS Council
● Gain experience making appropriate judgments based on a thorough understanding of KCS Principles and Core Concepts
● Understand key KCS Practices and how KCS techniques may be appropriately modified to meet business goals
● Ability to deal with objections to KCS Benefits​ ​of​ ​having​ ​team​ ​members​ ​take​ ​this​ ​training:
● More consistent adoption of KCS throughout the organization: alignment of KCS vocabulary and understanding across distributed teams/locations globally
● Reduced time to obtain business benefits from KCS
● Clear, measurable, consistent goals aligned between KCS and business goals
● Engage high performers by recognizing them appropriately for contributions
● More effective communications with sponsor and management

Sample Agenda

Day 1

Day 2

Day 3

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