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Knowledge-Centered Service (KCS) v6: Practices Workshop
KCS® (Knowledge-Centered Service) is a best practice methodology that provides a detailed description of how support and service organizations can work more effectively with knowledge to improve the service delivery, become more productive, decrease costs and increase service levels to customers.
This training and optional certification exam is intended for individuals who require a thorough understanding of both the KCS methodology and its adoption. This includes people who manage or advise on the adoption and continuous improvement of the KCS practices. This course is also appropriate for product managers whose products align with or enable the KCS practices.
IMPORTANT: Optional to this course is the official KCS Academy KCS v6 Practices Certification Exam, at an additional cost. Those who pass will receive the title of Knowledge-Centered Service (KCS) v6 Practices Certified. For purchasing the exam and additional information, click the following link:
https://www.thekcsacademy.net/certification/v6-practices/
"KCS® is a service mark of the Consortium for Service Innovation™."
Major release:
Knowledge-Centered Service (KCS) 6.x
Course Delivery:
Instructor-Led Training (ILT) | 24 hours
Course Modules
Course Overview
Overview of the KCS Methodology
Customer Value and Value Erosion
The Customer Demand Model
What is Knowledge?
The KCS Article Concept
KCS Roles and Licensing Model
KCS Practices 1-4 – The Solve Loop
KCS Practice 5 – Content Health
KCS Practice 6 – Process Integration
KCS Practice 7 – Performance Assessment
KCS Practice 8: Leadership & Communication - Part 1
The KCS Adoption
KCS Practice 8: Leadership and Communication - Part 2
KCS Principles and Core Concepts
Summary
Course Modules
Course Overview
Overview of the KCS Methodology
Customer Value and Value Erosion
The Customer Demand Model
What is Knowledge?
The KCS Article Concept
KCS Roles and Licensing Model
KCS Practices 1-4 – The Solve Loop
KCS Practice 5 – Content Health
KCS Practice 6 – Process Integration
KCS Practice 7 – Performance Assessment
KCS Practice 8: Leadership & Communication - Part 1
The KCS Adoption
KCS Practice 8: Leadership and Communication - Part 2
KCS Principles and Core Concepts
Summary