Knowledge-Centered Service, or KCS®, is a methodology designed to integrate knowledge capture, improvement, and reuse directly into support operations. A KCS v6 Design Session ensures that your key stakeholders share a common understanding of KCS and are involved in designing how it will work in your environment.
The goals of the KCS Design Session include:
- Develop the initial foundation elements (documentation) to prepare for Wave I
- Establish ownership of the documents the team creates
- Create the strategic framework: align the benefits of KCS with the goals of organization
The ideal sequence is to have the KCS Council members attend a KCS v6 Practices workshop followed immediately by the Design Session.
During this workshop, participants will:
- Develop an adoption strategy for KCS that will create a draw/demand for learning and evolving the KCS practices across the organization.
- Understanding of KCS in principles and practices
- Align the KCS benefits with the organization’s vision, goals, and objectives (strategic framework)
- Examine the fundamentals of article management to create a global model
- Review and assess the application of the key KCS roles and responsibilities (knowledge workers, coach, KDE, manager/leader)
- Create a model for nurturing new behaviors – understand performance drivers
- Review measurements program that will assess the health of the knowledge practices and the value of individual and team contribution
- Develop and identify owners for key deliverables
- Content and workflow team: content standard and process map
- Leadership team: metrics, roles, performance assessment, communications plan
- Adoption road map and training activities
- Develop confidence about the long term direction and possibilities
The deliverables from the KCS v6 Design Session include:
- Strategic Framework – Describes how the benefits of KCS align with or contribute to the company’s high-level goals and objectives.
- Content Standard – Describes the structure or format of an article, the intent of each of the fields, recommendation on the writing style, metadata definitions, and the article life cycle and states.
- Workflow – Describes the Solve Loop process, which includes reuse, linking, and integrating the creation and improvement of knowledge into the problem solving process.
- Performance Assessment Model – The measures for individuals, teams, and organizational performance.
- Technology Functional Specifications – The list of features and integration requirements needed for the tools to support the KCS practices.
- Communications Plan –Identification of the audiences, key messages, frequently asked questions, and objections as well as the timeline or project plan and mediums for communication activities.
- Adoption Plan and Road Map – A road map for implementing KCS that includes the waves of adoption, list of Wave I participants, and timeline for engagement of the subsequent waves and phases of adoption.
The output of the design session is a first draft of each of the documents listed above. For more information, please see the KCS v6 Adoption Guide.
KCS v6 Design Sessions are customized for your environment, and are booked directly with KCS v6 Certified Trainers. KCS v6 Certified Trainers have flexibility on what they include in each course; please check with them on the specifics of their agenda.