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You are here: Home / Three Day KCS Workshop Agenda

Three Day KCS Workshop Agenda

Learning Objectives

  • Understanding KCS and its benefits
  • KM best practices and industry examples
  • KCS content: standards and quality
  • The structured problem solving workflow
  • Roles and responsibilities
  • Performance assessment
  • Leadership strategies and change management
  • Technology requirements to enable KCS
  • A roadmap for KCS adoption

For those attending who are taking the KCS Practices v5 Certification

  • Exam study time
  • 2 hours to take the Exam (proctored by the trainer)

Day 1

1.1 Introductions, goals, and KCS background
1.2 Setting some context: the nature of knowledge, the future of customer interactions
1.3 Why KCS?
1.4 KCS overview
1.5 Content and quality in KCS

Day 2

2.1 Workflow and technology
2.2 Roles and responsibilities
2.3 Performance assessment
2.4 Exercise: using KCS measures

Day 3

3.1 Leadership, motivation
3.2 Communications
3.3 Exercise: WIIFM
3.4 Adoption road-map
3.5 Exam study time
3.6 Exam for certification

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