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The DB Kay Blog

Use Strategy to your Advantage

February 24, 2023 by David Kay

Congratulations—you’ve been given responsibility for a strategic initiative.  Maybe it’s knowledge management; maybe it’s self-service or swarming; maybe it’s a complete service transformation.  You’ve being held accountable to outcomes like […]

Filed Under: Strategy

Change Management and KCS

November 16, 2021 by David Kay

Twisting Road in Forest

We’ve seen that effective change management is essential for rolling out KCS.  It makes sense. KCS asks leaders to measure and communicate differently.  KCS changes the mechanics of how knowledge […]

Filed Under: Culture

What Does the KCS Council Do?

August 23, 2021 by David Kay

A few clients recently asked us for more details on the roles and responsibilities of the KCS Council.  There is good general guidance in the KCS v6 Practices Guide and […]

Filed Under: KCS, Program Management

KCS v6 in Five Minutes

June 7, 2021 by David Kay

KCS v6 in Five Minutes on YouTube

We’ve updated KCS in Five Minutes for KCS v6! In 2010, I learned about Pecha Kucha.  Pecha Kucha is a Japanese storytelling approach that displays 20 slides, each for exactly […]

Filed Under: KCS, Video

KCS: Drive to Resolution

February 16, 2021 by David Kay

Target with arrow in bullseye

Some KCS articles directly answer a question or solve a problem—they’re resolutions.  Other articles are simply helpful—they’re references.  You should close most of your cases (or tickets or incidents) with resolutions.

Filed Under: KCS, KDE

Practical Trust for the Whole Enterprise

December 1, 2020 by David Kay

Service, Success, and Support organizations that have implemented KCS® and Intelligent Swarming have learned something valuable to every department: the power of trust.  We’ve created a short white paper, Practical […]

Filed Under: Culture

Coaching and Licensing: Your (Not So Secret) Weapon

October 21, 2020 by David Kay

Sci-Fi Ray Gun Drawing

Coaching is a critical enabler for KCS, and a robust licensing model is an essential means to insure knowledge quality.  The KCS Practices Guide, the KCS Adoption Guide, and in […]

Filed Under: Coaching, KCS

Video: The KCS Evolve Loop

June 9, 2020 by David Kay

The Consortium for Service Innovation released its Knowledge Domain Expert guide for members.  Also, Jennifer and I are now certified to facilitate the associated KDA Workshop. We’re extremely excited about […]

Filed Under: KCS, KDE

Taking A More Positive Approach to KCS

May 22, 2020 by David Kay

Lantern in Darkness

Should we approach KCS in a more positive way?  For me, personally, the answer is yes. Service and support people thrive on finding problems and fixing them.  That’s how we’re […]

Filed Under: Culture, KCS Tagged With: kcs

What Support Needs to Survive the Pandemic

March 19, 2020 by David Kay

Mona Lisa in a Mask

Essentially every job in our economy has changed overnight. Each of our situations is different.  But from talking with clients and extrapolating from current state, here are some common themes.

Filed Under: Intelligent Swarming, KCS, KDE, Measures

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Oct 17
October 17 @ 8:00 am - October 19 @ 3:00 pm

KCS Practices & Certification Workshop – October 2023

Oct 24
October 24 @ 8:00 am - October 26 @ 1:00 pm

KCS Coach Workshop – October 2023

Oct 25
8:00 am - 12:00 pm

KCS Overview – October 2023

Nov 1
November 1 @ 9:00 am - November 2 @ 1:00 pm

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