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
