We will customize the agenda based on your team’s interests, needs, and experience.
Learning Objectives
· The KCS Practices: context, benefits, and the operational model
· KCS Content
· The KCS Article States (publication, translation, and approval processes)
· KCS Roles and Responsibilities, including a licensing / accreditation plan
· The KCS workflow and technology requirements
· Performance assessment
· ROI analysis for KCS and self-service
· Leadership and the Communications Plan
· Program planning: the Adoption Roadmap
In addition to the training, the team will work together under DB Kay’s guidance to make decisions and recommendations for specific customizations to the practices, including the Content Standard Checklist, Article States, and key messages for the Communications Plan.
We also will put together a plan to launch KCS. We’ll staff the adoption teams, select Wave I and subsequent wave participants, and lay out a timeline.
The agenda is flexible, but a typical design workshop is structured as follows:
Day One
I. Introductions, goals, and KCS background
II. Setting some context: the nature of knowledge, the future of customer interactions
III. Why KCS?
IV. KCS overview
V. Process change
VI. Content and quality in KCS
Captured in notes: Input to core template(s), content standard checklist, article states (publication process)
Day Two
VI: Content decision-making, continued.
VII. Roles and responsibilities
Captured in notes: Input to roles and responsibilities. Decisions on licensing or accreditation model
VIII. Workflow and Technology
Captured in notes: Input to technology / integration processes. The specific workflow for knowledge capture.
IX. Performance Assessment (Measures and metrics)
Captured in notes: High-level performance assessment plan
Day Three
IX: Performance Assessment, continued. ”KCS Consulting” exercise
X. Leadership, motivation, and communications
Captured in notes: key messages, elevator pitch, and objection handling by audience
Day Four
XI. Adoption roadmap: timing, deliverables, training, and staffing deliverable sub-teams
Captured in notes: Roll-out plan
