KCS Practices Training Workshop

KCS_Practices_v6 (1)

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

Time

Topic

Outcome

9:00

What is this all about?

Welcome and introductions

Workshop objectives

9:30

Where are we going?

Business objectives – organization’s high-level vision for the future, goals, and desired results

10:00

Support from the customer’s point of view

Implications of KCS in the bigger picture

The evolution of support

10:30

Is there another way?

KCS benefits: why should we care?

11:00

What’s different?

The KCS Practices

Introduce the double loop concepts and the KCS Solve and Evolve Loops

Noon

Lunch

Lunch

1.00

Process improvement

Understand different types of change and how it relates to KCS

Identify the critical success factors for successful adoption

1:30

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

2.00

Content is King!
Content Health

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)

4.00

Article state transitions

Understand the connection between KCS roles (license levels)
and article state transitions

4:30

Reflect and Adjourn

Reflect and Adjourn

Day 2

Time

Topic

Outcome

9:00

Welcome back
Process Integration

Understand how we integration use of the knowledge base into the workflow
Indicators of health for Process Integration

10:00

Performance Assessment and KCS measures

How do we determine who is creating value?
Review the measures that are important in a KCS environment

Noon

Lunch

Lunch

1:00

Scenarios

Group exercise: KCS measurement scenarios, ditch avoidance, lessons learned.

2:00

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

3:30

Adoption

Review practices for KCS adoption
Understand adoption waves and phases

4:30

Reflect and Adjourn

Reflect and Adjourn

Day 3

Time

Topic

Outcome

9:00

Welcome back
The challenge of communication

Identify the elements of the communications plan:
● Identify audiences & key messages
● KCS Q&A/FAQ
● Elevator pitch
● Vehicles for delivery

11:00

What are the underlying beliefs of KCS?

Understand the KCS Principles and Core Concepts

Noon

Lunch

Lunch

1:00

Reflect and Adjourn

Reflect and Adjourn

1:30

KCS v6 Practices Certification Exam

Allowed exam time is 120 minutes.

3:30

Adjourn

Reflect and Adjourn

_

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