March 24-26, 2020 – Registration Closed
Menlo Park, CA – (Silicon Valley Area)
For virtual attendee options, please use the Contact Us option at the bottom of this page
Knowledge-Centered Service (KCS) Practices and Certification Workshop:
KCS is the best practice for knowledge management because it integrates knowledge capture, improvement, and reuse directly into support operations–there’s no guesswork, and surprisingly little overhead. If you’re considering launching KCS, tuning up your KM processes, or bringing a colleague up to speed, this three–day intensive workshop will provide the needed insights and skills. This course is also a prerequisite for software vendors undertaking the KCS Verified designation.
Course Description
DB Kay & Associates has partnered with the Consortium for Service Innovation to deliver this workshop–DB Kay is KCS Trainer Certified as a consultant and workshop facilitator. While we have experience with multiple knowledge base technologies, we are vendor independent, as is this workshop.
During this workshop, participants will learn:
- An understanding of the key deliverables required to implement KCS
- Best practices for measuring knowledge activity, performance, and value
- Techniques for insuring knowledge base quality without review queues
- Processes for creating in-workflow (Solve-loop) and value-added (Evolve-loop) content
- How to manage a KCS adoption, avoiding mistakes others have made
If you are planning for KCS Practices v6 Certification through the KCS Academy, please let us know so that we can help you with exam preparation during the workshop.
KCS v6 Practices Certification (Optional)
If you are planning for KCS Practices v6 Certification through the KCS Academy, please let us know so that we can help you with exam preparation during the workshop. We have experienced there to be a large benefit to planning for your exam immediately following the KCS Practices Workshop. Though the workshop is not required, it is highly recommended.
Our recommended plan for getting certified:
- First read through all the materials and exam objectives prior to the workshop
- Use the workshop to deepen your understanding
- While still fresh in your mind, take the proctored exam on the last day
We offer Certification Exam Proctoring on the last day of the workshop as well as offer you the option to pay us directly for the certification (below) and the workshop at the same time. The cost of the certification is the same as what the KCS Academy charges, which is $535 (Exam $450 + Practice Exam $85). An added benefit is that we will also guide you through the Practice Exam on day two of the workshop. To attend our workshop and also take your certification exam, please select your workshop Ticket AND a certification Ticket below.
Workshop Agenda
- 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
- Optional: KCS v6 Practices Certification Exam
When
March 24-26, 2020
3 Days
8:30AM – 4:30PM (Pacific Time)
Location
Quadrus Conference Center
2400 Sand Hill Road
Menlo Park, CA 94025
30 mins from SFO and SJC
Additional Information
Dress is Business Casual
Price of workshop includes continental breakfast, lunch and workshop materials
Recommended pre-workshop preparation – KCS in Five Minutes
If you have any questions, please Contact Us
