Category: KCS
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KCS: Prove Real Value, Real Quick
The Leap of Faith Many organizations struggle with the ability to implement quickly and successfully, and to deliver benefit. We helped one customer demonstrate KCS success quickly, proving value and supporting their ongoing commitment to KCS. Like many support organizations today, our customer is under pressure to do more with the resources they have. This…
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KCS in the Real World
Some of my favorite emails from customers are forwards of emails from team members reflecting on KCS. Here’s a great example, with grateful thanks to the Customer Who Shall Remain Nameless who shared it.
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KCS for the Rest of the Enterprise
You know KM works. You probably want to share the good news. But mention “knowledge management” to people in other parts of your company, and they’ll probably tell you about useless SharePoints full of out-of-date documentation. In Support, we know it doesn’t have to be like that. In Support, we use KCS. And KCS works.…
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The Disconnect (Video)
Happy 2014! It has been a very long time since we posted here, and I feel a little guilty because we have quite a few new subscribers. Instead of blogging, we’ve been working on a video, The Disconnect, which we’re premiering at the bottom of this post. I hope the video speaks for itself (and…
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Feedback: Style Matters! Allscripts Does It Right
Reports are boring. Can we all agree on this? Sure, reports may contain interesting information. But there’s something deeply stultifying about the actual presentation of the data in commercial reporting packages. With apologies to my friends at business intelligence vendors, it’s almost as though the designers had set out to create bad “before” examples for…
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Reaping the KCS Rewards: Daktronics Does It Right
There’s nothing like hearing about KCS from someone who is actually doing it—and benefitting from it. Our friends at Daktronics just sent this great email along, and kindly gave us permission to share it on the blog. Daktronics is a South Dakota-based manufacturer of LED signboards, from high school football scoreboards to major league arena…
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Why Train KCS Coaches?
A client working to justify the expense of coach training asked for a risk assessment of not training her coaches. I thought that was an excellent question. Having given it some thought, here’s my response, captured and shared in the workflow. What’s your experience been with preparing coaches? Am I overstating the risk of not…
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From Article Quality to Resolution Quality
[Editor’s note: the quality process that this post describes is now part of the KCS v6 Practices Guide under the name Process Adherence Review (PAR). What we called the Resolution Quality Index (RQI) is similar to a measure described in the Practices Guide as the Contribution Index. Also, what this post calls the Article Quality…
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Is Your KCS Really KCS?
The good news is, KCS is getting more popular. The bad news is, lots of organizations say they’re doing KCS…but they’re actually doing something different. And, unsurprisingly, they’re not seeing the benefits they expect. Here’s a quick video that you can use to find out if you’re on track with KCS: And, here’s a printable…