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
Day 2
2.1 Content and quality in KCS
2.2 Workflow and technology
2.3 Roles and Responsibilities
Day 3
3.1 Performance assessment
3.2 Exercise: using KCS measures
3.3 Leadership, motivation, and communications
Day 4
4.1 Adoption road-map
4.2 Exam study time
4.3 Exam for certification
