If you engage us for only one KCS offering, this should be the one.
An on-site KCS Design Workshop is a four or three day opportunity to align the organization’s key stakeholders on the KCS practices, make critical decisions about how to customize the practices for your organization’s specific needs, overcome potential objections, and plan the work.
- The KCS Practices: context, benefits, and the operational model
- KCS Content
- The KCS Solutions Lifecycle (publication and approval processes)
- KCS Roles and Responsibilities, including a company-specific licensing 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
It’s not just training! The team will work together under our guidance to make decisions and recommendations for company-specific customizations including workflow, the Article Quality Checklist, the Article Lifecycle, the Content Standard, the Communications Plan, and the Program Plan. Sessions are very interactive.
Who Should Attend?
Our Design workshops typically include ten to twenty participants. Attendees often include:
- The KCS Program manager, and other KCS / KM program team members
- Line managers and directors overseeing the teams that will actually be implementing KCS
- Support engineers themselves, who will represent their teams and report back to their organizations about what they’ve learned. It’s often useful to include both enthusiasts (who may become coaches) as well as influential skeptics.
- People responsible for training, if different from the program team
- Business operations analysts, or those focused on the metrics, if different from the line managers
- Those responsible for working with IT or vendors to implement technology changes
Materials are based, in part, on content licensed from the Consortium for Service Innovation.