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measurements.
10 TIPS FOR KCS SUCCESS WITH SALESFORCE 10 Tips for KCS Success with Salesforce Identify Your KCS Team and Roles Setup Article Confidence and Governance Structure your content, but don’t go overboardTHE SOLVE LOOP
The Solve Loop is the request-response workflow. Responders capture their resolution experiences to create a collective memory. A little bit of structure in the request-response process helps enormously, while too much structure is disruptive. Use of the knowledge base and a structured workflow increases responders speed and accuracy insolving
KCS V6 PRACTICES CERTIFICATION STUDY GUIDE KCS v6 Principles. Know that KCS in v6 stands for Knowledge-Centered Service. Identify how Abundance contributes to KCS success. Identify how Create Value contributes to KCS success. Identify how Demand Driven contributes to KCS success - and the key elements and benefits of working in a demand-driven way. Identify how Trust contributes toKCS
APPENDIX D: KCS ROLES AND COMPETENCIES Topic. Coach - Range of Knowledge. Describe/Explain/Demonstrate. Concept of a KCS Coach: KCS Practices expert; Change Analyst Support and encourage learning the KCS DELIVERING TECHNICAL SUPPORT KNOWLEDGE TO THE CUSTOMER 2 Guiding Principles Be respectful members of the community. Use caution in migrat-ing existing knowledge articles to avoid over-whelming community TECHNIQUE 5.1: KCS ARTICLE STRUCTURE A well-defined, simple structure is a fundamental element of KCS. A consistent structure contributes to both findability and readability of articles. The goal of KCS is to capture the organization's collective experience, or knowledge, in the form of articles . Articles capture what we have learned in responding to a request. TECHNIQUE 7.1: KCS ROLES AND THE LICENSING MODEL The KCS licensing model defines system rights and privileges for each role: KCS Candidate, KCS Contributor, and KCS Publisher. As with driving, some people will choose to progress farther, study more, and gain more advanced skills. Performance assessment must include guidance on how, when, and whether to advance. COLLECTIVELY REIMAGINING SERVICE EXCELLENCE The Consortium is a non-profit alliance of service and support organizations focused on innovation around customer engagement, productivity, and success. OUR WORK - CONSORTIUM FOR SERVICE INNOVATION The Consortium is a non-profit alliance of service and support organizations focused on innovation around customer engagement, productivity, and success. Members create innovative operational models through a process of collective thinking and experience. The Consortium’s work integrates academic research and emerging business trends with members’ operational perspectives. The results are KNOWLEDGE-CENTERED SERVICE (KCS®) Details: KCS is a simple idea: integrate the creation and maintenance of knowledge into the process of interaction. KCS produces profound benefits by improving operational efficiency and organizational learning. For most organizations, KCS is hard to implement because success requires changing how we think about people, process, andmeasurements.
10 TIPS FOR KCS SUCCESS WITH SALESFORCE 10 Tips for KCS Success with Salesforce Identify Your KCS Team and Roles Setup Article Confidence and Governance Structure your content, but don’t go overboardTHE SOLVE LOOP
The Solve Loop is the request-response workflow. Responders capture their resolution experiences to create a collective memory. A little bit of structure in the request-response process helps enormously, while too much structure is disruptive. Use of the knowledge base and a structured workflow increases responders speed and accuracy insolving
KCS V6 PRACTICES CERTIFICATION STUDY GUIDE KCS v6 Principles. Know that KCS in v6 stands for Knowledge-Centered Service. Identify how Abundance contributes to KCS success. Identify how Create Value contributes to KCS success. Identify how Demand Driven contributes to KCS success - and the key elements and benefits of working in a demand-driven way. Identify how Trust contributes toKCS
APPENDIX D: KCS ROLES AND COMPETENCIES Topic. Coach - Range of Knowledge. Describe/Explain/Demonstrate. Concept of a KCS Coach: KCS Practices expert; Change Analyst Support and encourage learning the KCS DELIVERING TECHNICAL SUPPORT KNOWLEDGE TO THE CUSTOMER 2 Guiding Principles Be respectful members of the community. Use caution in migrat-ing existing knowledge articles to avoid over-whelming community TECHNIQUE 5.1: KCS ARTICLE STRUCTURE A well-defined, simple structure is a fundamental element of KCS. A consistent structure contributes to both findability and readability of articles. The goal of KCS is to capture the organization's collective experience, or knowledge, in the form of articles . Articles capture what we have learned in responding to a request. TECHNIQUE 7.1: KCS ROLES AND THE LICENSING MODEL The KCS licensing model defines system rights and privileges for each role: KCS Candidate, KCS Contributor, and KCS Publisher. As with driving, some people will choose to progress farther, study more, and gain more advanced skills. Performance assessment must include guidance on how, when, and whether to advance. COMPLEX ADAPTIVE SYSTEMS AND THE ILLUSION OF CONTROL Complex Adaptive System: A system in which many independent elements or agents interact, leading to emergent outcomes that are often difficult or impossible to predict simply by looking at the individual interactions. Our organizations are made up of thousands of independent elements and agents: our employees, customers, processes,and tools
KCS V6 PRACTICES CERTIFICATION STUDY GUIDE KCS v6 Principles. Know that KCS in v6 stands for Knowledge-Centered Service. Identify how Abundance contributes to KCS success. Identify how Create Value contributes to KCS success. Identify how Demand Driven contributes to KCS success - and the key elements and benefits of working in a demand-driven way. Identify how Trust contributes toKCS
KCS V6 PRACTICES GUIDE KCS Practices Guide v6 by Consortium for Service Innovation is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.Permissions beyond the scope of this license may be available at info@serviceinnovation.org.. Back to top; Appendix C: Stakeholder Engagement Matrix; Section 1 Knowledge-Centered Service KCS V6 ADOPTION GUIDE KCS v6 Adoption Guide Last updated Jan 7, 2019; Save as PDF Table of contents No headers. The KCS ® v6 Adoption Guide is the accumulation of over twenty years of adoption experiences by KCS Academy Certified Trainers and the staff of the Consortium for Service Innovation.This guide is an invitation to success. While it provides a step-by-step approach for planning a KCS adoption, it is not 10 TIPS FOR KCS SUCCESS WITH SALESFORCE dstruzenberg@salesforce.com, @Devra_SFDC Devra Struzenberg, Product Management Director (Service Cloud) 10 Tips for KCS Success withSalesforce
VERIFIED V6 LICENSE AGREEMENT V6.1.4 KCS v6 Verified for Tools License Agreement Consortium for Service Innovation Revision 2.2 2.0 Version 6.1.4 Page 2 distribution, marketing and promotion of KCS v6 Verified Products. For each KCS v6 Verified Product, this license allows Licensee to use the KCS v6 Verified Trademarks only in connection with the Verified release of the product. All rights not expressly granted to Licensee hereunderKCS BENEFITS
The benefits happen over time and can be put into three general categories: The near-term benefits of KCS, realized in the first 3-9 months, include: Improved resolution times by 25-50% (improved capacity to handle requests) Improved first call resolution and reduced escalations. Improved skills, job satisfaction, and confidencefor the
TECHNIQUE 7.1: KCS ROLES AND THE LICENSING MODEL The KCS licensing model defines system rights and privileges for each role: KCS Candidate, KCS Contributor, and KCS Publisher. As with driving, some people will choose to progress farther, study more, and gain more advanced skills. Performance assessment must include guidance on how, when, and whether to advance. DEVELOPING THE KDE PROGRAM Developing the KDE Program. The Knowledge Domain Expert (KDE) is responsible for the health of a knowledge domain from a content point of view. The KDE must be a subject matter expert in the domain in order to identify duplicate articles, knowledge gaps, and the optimalapproach to
TECHNIQUE 2.2: COMPLETE THOUGHTS NOT COMPLETE SENTENCES Technique 2.2: Complete Thoughts Not Complete Sentences. KCS proposes that we capture in the moment, using the requestor's words, but not all of them. We must be able to capture at or near the point of interaction. KCS advocates increasing the "capture-ability" and readability of content by making it short and succinct: completethoughts or
COLLECTIVELY REIMAGINING SERVICE EXCELLENCE The Consortium is a non-profit alliance of service and support organizations focused on innovation around customer engagement, productivity, and success. KCS V6 PRACTICES CERTIFICATION STUDY GUIDE KCS v6 Principles. Know that KCS in v6 stands for Knowledge-Centered Service. Identify how Abundance contributes to KCS success. Identify how Create Value contributes to KCS success. Identify how Demand Driven contributes to KCS success - and the key elements and benefits of working in a demand-driven way. Identify how Trust contributes toKCS
MEASUREMENT MATTERS V6 Abstract. Successful adoption of the Knowledge-Centered Service (KCS ) methodology offers profound benefits for any information-intensive organization.For most organizations, KCS is transformational in that it both changes and increases the value proposition of theorganization.
10 TIPS FOR KCS SUCCESS WITH SALESFORCE 10 Tips for KCS Success with Salesforce Identify Your KCS Team and Roles Setup Article Confidence and Governance Structure your content, but don’t go overboardTHE SOLVE LOOP
The Solve Loop is the request-response workflow. Responders capture their resolution experiences to create a collective memory. A little bit of structure in the request-response process helps enormously, while too much structure is disruptive. Use of the knowledge base and a structured workflow increases responders speed and accuracy insolving
KCS V6 ADOPTION GUIDE KCS v6 Adoption Guide Last updated Jan 7, 2019; Save as PDF Table of contents No headers. The KCS ® v6 Adoption Guide is the accumulation of over twenty years of adoption experiences by KCS Academy Certified Trainers and the staff of the Consortium for Service Innovation.This guide is an invitation to success. While it provides a step-by-step approach for planning a KCS adoption, it is not APPENDIX D: KCS ROLES AND COMPETENCIES Topic. Coach - Range of Knowledge. Describe/Explain/Demonstrate. Concept of a KCS Coach: KCS Practices expert; Change Analyst Support and encourage learning the KCS TECHNIQUE 5.1: KCS ARTICLE STRUCTURE A well-defined, simple structure is a fundamental element of KCS. A consistent structure contributes to both findability and readability of articles. The goal of KCS is to capture the organization's collective experience, or knowledge, in the form of articles . Articles capture what we have learned in responding to a request. DEVELOPING THE KDE PROGRAM Developing the KDE Program. The Knowledge Domain Expert (KDE) is responsible for the health of a knowledge domain from a content point of view. The KDE must be a subject matter expert in the domain in order to identify duplicate articles, knowledge gaps, and the optimalapproach to
TECHNIQUE 2.2: COMPLETE THOUGHTS NOT COMPLETE SENTENCES Technique 2.2: Complete Thoughts Not Complete Sentences. KCS proposes that we capture in the moment, using the requestor's words, but not all of them. We must be able to capture at or near the point of interaction. KCS advocates increasing the "capture-ability" and readability of content by making it short and succinct: completethoughts or
COLLECTIVELY REIMAGINING SERVICE EXCELLENCE The Consortium is a non-profit alliance of service and support organizations focused on innovation around customer engagement, productivity, and success. KCS V6 PRACTICES CERTIFICATION STUDY GUIDE KCS v6 Principles. Know that KCS in v6 stands for Knowledge-Centered Service. Identify how Abundance contributes to KCS success. Identify how Create Value contributes to KCS success. Identify how Demand Driven contributes to KCS success - and the key elements and benefits of working in a demand-driven way. Identify how Trust contributes toKCS
MEASUREMENT MATTERS V6 Abstract. Successful adoption of the Knowledge-Centered Service (KCS ) methodology offers profound benefits for any information-intensive organization.For most organizations, KCS is transformational in that it both changes and increases the value proposition of theorganization.
10 TIPS FOR KCS SUCCESS WITH SALESFORCE 10 Tips for KCS Success with Salesforce Identify Your KCS Team and Roles Setup Article Confidence and Governance Structure your content, but don’t go overboardTHE SOLVE LOOP
The Solve Loop is the request-response workflow. Responders capture their resolution experiences to create a collective memory. A little bit of structure in the request-response process helps enormously, while too much structure is disruptive. Use of the knowledge base and a structured workflow increases responders speed and accuracy insolving
KCS V6 ADOPTION GUIDE KCS v6 Adoption Guide Last updated Jan 7, 2019; Save as PDF Table of contents No headers. The KCS ® v6 Adoption Guide is the accumulation of over twenty years of adoption experiences by KCS Academy Certified Trainers and the staff of the Consortium for Service Innovation.This guide is an invitation to success. While it provides a step-by-step approach for planning a KCS adoption, it is not APPENDIX D: KCS ROLES AND COMPETENCIES Topic. Coach - Range of Knowledge. Describe/Explain/Demonstrate. Concept of a KCS Coach: KCS Practices expert; Change Analyst Support and encourage learning the KCS TECHNIQUE 5.1: KCS ARTICLE STRUCTURE A well-defined, simple structure is a fundamental element of KCS. A consistent structure contributes to both findability and readability of articles. The goal of KCS is to capture the organization's collective experience, or knowledge, in the form of articles . Articles capture what we have learned in responding to a request. DEVELOPING THE KDE PROGRAM Developing the KDE Program. The Knowledge Domain Expert (KDE) is responsible for the health of a knowledge domain from a content point of view. The KDE must be a subject matter expert in the domain in order to identify duplicate articles, knowledge gaps, and the optimalapproach to
TECHNIQUE 2.2: COMPLETE THOUGHTS NOT COMPLETE SENTENCES Technique 2.2: Complete Thoughts Not Complete Sentences. KCS proposes that we capture in the moment, using the requestor's words, but not all of them. We must be able to capture at or near the point of interaction. KCS advocates increasing the "capture-ability" and readability of content by making it short and succinct: completethoughts or
KNOWLEDGE-CENTERED SERVICE (KCS®) Details: KCS is a simple idea: integrate the creation and maintenance of knowledge into the process of interaction. KCS produces profound benefits by improving operational efficiency and organizational learning. For most organizations, KCS is hard to implement because success requires changing how we think about people, process, andmeasurements.
MEASUREMENT MATTERS V6 Abstract. Successful adoption of the Knowledge-Centered Service (KCS ) methodology offers profound benefits for any information-intensive organization.For most organizations, KCS is transformational in that it both changes and increases the value proposition of theorganization.
CONSORTIUM FOR SERVICE INNOVATION Table of contents No headers. Welcome to the online library for the Consortium for Service Innovation! For questions or access to the members-only wiki, please contact our Community Success Manager. VERIFIED V6 LICENSE AGREEMENT V6.1.4 KCS v6 Verified for Tools License Agreement Consortium for Service Innovation Revision 2.2 2.0 Version 6.1.4 Page 2 distribution, marketing and promotion of KCS v6 Verified Products. For each KCS v6 Verified Product, this license allows Licensee to use the KCS v6 Verified Trademarks only in connection with the Verified release of the product. All rights not expressly granted to Licensee hereunder THE ATTRIBUTES OF KNOWLEDGE When considering the attributes of knowledge we could say knowledge is: Gained through interaction and experience. Constantly changing (we never stop learning) Never 100% complete or 100% accurate. Validated through use, experience and interaction (not by subject matterexperts)
KCS BENEFITS
The benefits happen over time and can be put into three general categories: The near-term benefits of KCS, realized in the first 3-9 months, include: Improved resolution times by 25-50% (improved capacity to handle requests) Improved first call resolution and reduced escalations. Improved skills, job satisfaction, and confidencefor the
EXAMPLES OF KCS STRUCTURED KNOWLEDGE ARTICLES Resolution. Many variations for formatting KCS-structured articles ; Basic structure stays the same: see section in the KCS v6 Practices Guide about article structure (Title, Problem/Issue, Environment, Resolution, Cause); A simple structure looks like the articles in KCS knowledge base (example here)Another approach how Intel presents their knowledge articles (example here) TECHNIQUE 2.2: COMPLETE THOUGHTS NOT COMPLETE SENTENCES Technique 2.2: Complete Thoughts Not Complete Sentences. KCS proposes that we capture in the moment, using the requestor's words, but not all of them. We must be able to capture at or near the point of interaction. KCS advocates increasing the "capture-ability" and readability of content by making it short and succinct: completethoughts or
TECHNIQUE 4.1: REUSE IS REVIEW Technique 4.1: Reuse is Review Last updated; Save as PDF No headers. We have discussed the capture process and the reuse process. Now we will look at how day-to-day use of the knowledge base is review, and how we constantly improve the quality of the KCS articles that have value. The goal is to create a culture of collective ownership. TECHNIQUE 7.1: KCS ROLES AND THE LICENSING MODEL The KCS licensing model defines system rights and privileges for each role: KCS Candidate, KCS Contributor, and KCS Publisher. As with driving, some people will choose to progress farther, study more, and gain more advanced skills. Performance assessment must include guidance on how, when, and whether to advance. COLLECTIVELY REIMAGINING SERVICE EXCELLENCE The Consortium is a non-profit alliance of service and support organizations focused on innovation around customer engagement, productivity, and success. KNOWLEDGE-CENTERED SERVICE (KCS®) Details: KCS is a simple idea: integrate the creation and maintenance of knowledge into the process of interaction. KCS produces profound benefits by improving operational efficiency and organizational learning. For most organizations, KCS is hard to implement because success requires changing how we think about people, process, andmeasurements.
COMPLEX ADAPTIVE SYSTEMS AND THE ILLUSION OF CONTROL Complex Adaptive System: A system in which many independent elements or agents interact, leading to emergent outcomes that are often difficult or impossible to predict simply by looking at the individual interactions. Our organizations are made up of thousands of independent elements and agents: our employees, customers, processes,and tools
INTELLIGENT SWARMINGSM Intelligent Swarming. Sometimes called collaboration on steroids, the Intelligent Swarming methodology is a new way to align resources to work. It involves removing the tiers of support and, when appropriate, calling on the collective expertise of a “swarm” of analysts. Our initial experience with Intelligent Swarming is exceeding KCS V6 PRACTICES CERTIFICATION STUDY GUIDE KCS v6 Principles. Know that KCS in v6 stands for Knowledge-Centered Service. Identify how Abundance contributes to KCS success. Identify how Create Value contributes to KCS success. Identify how Demand Driven contributes to KCS success - and the key elements and benefits of working in a demand-driven way. Identify how Trust contributes toKCS
KCS V6 ADOPTION GUIDE KCS v6 Adoption Guide Last updated Jan 7, 2019; Save as PDF Table of contents No headers. The KCS ® v6 Adoption Guide is the accumulation of over twenty years of adoption experiences by KCS Academy Certified Trainers and the staff of the Consortium for Service Innovation.This guide is an invitation to success. While it provides a step-by-step approach for planning a KCS adoption, it is notTHE SOLVE LOOP
The Solve Loop is the request-response workflow. Responders capture their resolution experiences to create a collective memory. A little bit of structure in the request-response process helps enormously, while too much structure is disruptive. Use of the knowledge base and a structured workflow increases responders speed and accuracy insolving
KNOWLEDGE-CENTERED SERVICE (KCS) V6 Knowledge-Centered Service (KCS) v6. This document is intended to describe the principles and core concepts of Knowledge-Centered Service (KCS). The certification programs were designed by a small, passionate group of Consortium members who are using KCS in their organizations, while also helping the Consortium develop and maintainthe KCS
INTELLIGENT SWARMING: CONSIDERATIONS FOR STARTING OUT The Problem/Opportunity: • 70% of the workforce is “dis-engaged” with the purpose, intent of the businesses they work for (Zuboff,Forbes)
APPENDIX D: KCS ROLES AND COMPETENCIES Topic. Coach - Range of Knowledge. Describe/Explain/Demonstrate. Concept of a KCS Coach: KCS Practices expert; Change Analyst Support and encourage learning the KCS COLLECTIVELY REIMAGINING SERVICE EXCELLENCE The Consortium is a non-profit alliance of service and support organizations focused on innovation around customer engagement, productivity, and success. KNOWLEDGE-CENTERED SERVICE (KCS®) Details: KCS is a simple idea: integrate the creation and maintenance of knowledge into the process of interaction. KCS produces profound benefits by improving operational efficiency and organizational learning. For most organizations, KCS is hard to implement because success requires changing how we think about people, process, andmeasurements.
COMPLEX ADAPTIVE SYSTEMS AND THE ILLUSION OF CONTROL Complex Adaptive System: A system in which many independent elements or agents interact, leading to emergent outcomes that are often difficult or impossible to predict simply by looking at the individual interactions. Our organizations are made up of thousands of independent elements and agents: our employees, customers, processes,and tools
INTELLIGENT SWARMINGSM Intelligent Swarming. Sometimes called collaboration on steroids, the Intelligent Swarming methodology is a new way to align resources to work. It involves removing the tiers of support and, when appropriate, calling on the collective expertise of a “swarm” of analysts. Our initial experience with Intelligent Swarming is exceeding KCS V6 PRACTICES CERTIFICATION STUDY GUIDE KCS v6 Principles. Know that KCS in v6 stands for Knowledge-Centered Service. Identify how Abundance contributes to KCS success. Identify how Create Value contributes to KCS success. Identify how Demand Driven contributes to KCS success - and the key elements and benefits of working in a demand-driven way. Identify how Trust contributes toKCS
KCS V6 ADOPTION GUIDE KCS v6 Adoption Guide Last updated Jan 7, 2019; Save as PDF Table of contents No headers. The KCS ® v6 Adoption Guide is the accumulation of over twenty years of adoption experiences by KCS Academy Certified Trainers and the staff of the Consortium for Service Innovation.This guide is an invitation to success. While it provides a step-by-step approach for planning a KCS adoption, it is notTHE SOLVE LOOP
The Solve Loop is the request-response workflow. Responders capture their resolution experiences to create a collective memory. A little bit of structure in the request-response process helps enormously, while too much structure is disruptive. Use of the knowledge base and a structured workflow increases responders speed and accuracy insolving
KNOWLEDGE-CENTERED SERVICE (KCS) V6 Knowledge-Centered Service (KCS) v6. This document is intended to describe the principles and core concepts of Knowledge-Centered Service (KCS). The certification programs were designed by a small, passionate group of Consortium members who are using KCS in their organizations, while also helping the Consortium develop and maintainthe KCS
INTELLIGENT SWARMING: CONSIDERATIONS FOR STARTING OUT The Problem/Opportunity: • 70% of the workforce is “dis-engaged” with the purpose, intent of the businesses they work for (Zuboff,Forbes)
APPENDIX D: KCS ROLES AND COMPETENCIES Topic. Coach - Range of Knowledge. Describe/Explain/Demonstrate. Concept of a KCS Coach: KCS Practices expert; Change Analyst Support and encourage learning the KCS KCS V6 ADOPTION GUIDE KCS v6 Adoption Guide Last updated Jan 7, 2019; Save as PDF Table of contents No headers. The KCS ® v6 Adoption Guide is the accumulation of over twenty years of adoption experiences by KCS Academy Certified Trainers and the staff of the Consortium for Service Innovation.This guide is an invitation to success. While it provides a step-by-step approach for planning a KCS adoption, it is not KCS V6 PRACTICES GUIDE KCS Practices Guide v6 by Consortium for Service Innovation is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.Permissions beyond the scope of this license may be available at info@serviceinnovation.org.. Back to top; Appendix C: Stakeholder Engagement Matrix; Section 1 Knowledge-Centered Service INTELLIGENT SWARMINGSM Intelligent Swarming. Sometimes called collaboration on steroids, the Intelligent Swarming methodology is a new way to align resources to work. It involves removing the tiers of support and, when appropriate, calling on the collective expertise of a “swarm” of analysts. Our initial experience with Intelligent Swarming is exceeding CONSORTIUM FOR SERVICE INNOVATION Table of contents No headers. Welcome to the online library for the Consortium for Service Innovation! For questions or access to the members-only wiki, please contact our Community Success Manager. KNOWLEDGE-CENTERED SERVICE (KCS) V6 Knowledge-Centered Service (KCS) v6. This document is intended to describe the principles and core concepts of Knowledge-Centered Service (KCS). The certification programs were designed by a small, passionate group of Consortium members who are using KCS in their organizations, while also helping the Consortium develop and maintainthe KCS
KCS PRINCIPLES AND CORE CONCEPTS KCS is a proven methodology for integrating the use, validation, improvement, and creation of knowledge into the workflow. Inherent in the methodology is a process of continuous improvement that is based on the experience of those doing the work and the patterns that emerge from knowledge reuse. VERIFIED V6 LICENSE AGREEMENT V6.1.4 KCS v6 Verified for Tools License Agreement Consortium for Service Innovation Revision 2.2 2.0 Version 6.1.4 Page 2 distribution, marketing and promotion of KCS v6 Verified Products. For each KCS v6 Verified Product, this license allows Licensee to use the KCS v6 Verified Trademarks only in connection with the Verified release of the product. All rights not expressly granted to Licensee hereunderKCS BENEFITS
The benefits happen over time and can be put into three general categories: The near-term benefits of KCS, realized in the first 3-9 months, include: Improved resolution times by 25-50% (improved capacity to handle requests) Improved first call resolution and reduced escalations. Improved skills, job satisfaction, and confidencefor the
7) SUFFICIENT TO SOLVE Sufficient to solve: it doesn't have to be perfect to be valuable! As it relates to knowledge articles, the concept of sufficient to solve is based on two observations: It is very difficult to predict the future value of what we learn from our interactions. 80% of what we capture will never be reused. Our goal is to capture what we learn ina
DEVELOPING THE KDE PROGRAM Developing the KDE Program. The Knowledge Domain Expert (KDE) is responsible for the health of a knowledge domain from a content point of view. The KDE must be a subject matter expert in the domain in order to identify duplicate articles, knowledge gaps, and the optimalapproach to
COLLECTIVELY REIMAGINING SERVICE EXCELLENCE The Consortium is a non-profit alliance of service and support organizations focused on innovation around customer engagement, productivity, and success. KNOWLEDGE-CENTERED SERVICE (KCS®) Details: KCS is a simple idea: integrate the creation and maintenance of knowledge into the process of interaction. KCS produces profound benefits by improving operational efficiency and organizational learning. For most organizations, KCS is hard to implement because success requires changing how we think about people, process, andmeasurements.
COMPLEX ADAPTIVE SYSTEMS AND THE ILLUSION OF CONTROL Complex Adaptive System: A system in which many independent elements or agents interact, leading to emergent outcomes that are often difficult or impossible to predict simply by looking at the individual interactions. Our organizations are made up of thousands of independent elements and agents: our employees, customers, processes,and tools
INTELLIGENT SWARMINGSM Intelligent Swarming. Sometimes called collaboration on steroids, the Intelligent Swarming methodology is a new way to align resources to work. It involves removing the tiers of support and, when appropriate, calling on the collective expertise of a “swarm” of analysts. Our initial experience with Intelligent Swarming is exceeding KCS V6 PRACTICES CERTIFICATION STUDY GUIDE KCS v6 Principles. Know that KCS in v6 stands for Knowledge-Centered Service. Identify how Abundance contributes to KCS success. Identify how Create Value contributes to KCS success. Identify how Demand Driven contributes to KCS success - and the key elements and benefits of working in a demand-driven way. Identify how Trust contributes toKCS
KCS V6 ADOPTION GUIDE KCS v6 Adoption Guide Last updated Jan 7, 2019; Save as PDF Table of contents No headers. The KCS ® v6 Adoption Guide is the accumulation of over twenty years of adoption experiences by KCS Academy Certified Trainers and the staff of the Consortium for Service Innovation.This guide is an invitation to success. While it provides a step-by-step approach for planning a KCS adoption, it is notTHE SOLVE LOOP
The Solve Loop is the request-response workflow. Responders capture their resolution experiences to create a collective memory. A little bit of structure in the request-response process helps enormously, while too much structure is disruptive. Use of the knowledge base and a structured workflow increases responders speed and accuracy insolving
KNOWLEDGE-CENTERED SERVICE (KCS) V6 Knowledge-Centered Service (KCS) v6. This document is intended to describe the principles and core concepts of Knowledge-Centered Service (KCS). The certification programs were designed by a small, passionate group of Consortium members who are using KCS in their organizations, while also helping the Consortium develop and maintainthe KCS
INTELLIGENT SWARMING: CONSIDERATIONS FOR STARTING OUT The Problem/Opportunity: • 70% of the workforce is “dis-engaged” with the purpose, intent of the businesses they work for (Zuboff,Forbes)
APPENDIX D: KCS ROLES AND COMPETENCIES Topic. Coach - Range of Knowledge. Describe/Explain/Demonstrate. Concept of a KCS Coach: KCS Practices expert; Change Analyst Support and encourage learning the KCS COLLECTIVELY REIMAGINING SERVICE EXCELLENCE The Consortium is a non-profit alliance of service and support organizations focused on innovation around customer engagement, productivity, and success. KNOWLEDGE-CENTERED SERVICE (KCS®) Details: KCS is a simple idea: integrate the creation and maintenance of knowledge into the process of interaction. KCS produces profound benefits by improving operational efficiency and organizational learning. For most organizations, KCS is hard to implement because success requires changing how we think about people, process, andmeasurements.
COMPLEX ADAPTIVE SYSTEMS AND THE ILLUSION OF CONTROL Complex Adaptive System: A system in which many independent elements or agents interact, leading to emergent outcomes that are often difficult or impossible to predict simply by looking at the individual interactions. Our organizations are made up of thousands of independent elements and agents: our employees, customers, processes,and tools
INTELLIGENT SWARMINGSM Intelligent Swarming. Sometimes called collaboration on steroids, the Intelligent Swarming methodology is a new way to align resources to work. It involves removing the tiers of support and, when appropriate, calling on the collective expertise of a “swarm” of analysts. Our initial experience with Intelligent Swarming is exceeding KCS V6 PRACTICES CERTIFICATION STUDY GUIDE KCS v6 Principles. Know that KCS in v6 stands for Knowledge-Centered Service. Identify how Abundance contributes to KCS success. Identify how Create Value contributes to KCS success. Identify how Demand Driven contributes to KCS success - and the key elements and benefits of working in a demand-driven way. Identify how Trust contributes toKCS
KCS V6 ADOPTION GUIDE KCS v6 Adoption Guide Last updated Jan 7, 2019; Save as PDF Table of contents No headers. The KCS ® v6 Adoption Guide is the accumulation of over twenty years of adoption experiences by KCS Academy Certified Trainers and the staff of the Consortium for Service Innovation.This guide is an invitation to success. While it provides a step-by-step approach for planning a KCS adoption, it is notTHE SOLVE LOOP
The Solve Loop is the request-response workflow. Responders capture their resolution experiences to create a collective memory. A little bit of structure in the request-response process helps enormously, while too much structure is disruptive. Use of the knowledge base and a structured workflow increases responders speed and accuracy insolving
KNOWLEDGE-CENTERED SERVICE (KCS) V6 Knowledge-Centered Service (KCS) v6. This document is intended to describe the principles and core concepts of Knowledge-Centered Service (KCS). The certification programs were designed by a small, passionate group of Consortium members who are using KCS in their organizations, while also helping the Consortium develop and maintainthe KCS
INTELLIGENT SWARMING: CONSIDERATIONS FOR STARTING OUT The Problem/Opportunity: • 70% of the workforce is “dis-engaged” with the purpose, intent of the businesses they work for (Zuboff,Forbes)
APPENDIX D: KCS ROLES AND COMPETENCIES Topic. Coach - Range of Knowledge. Describe/Explain/Demonstrate. Concept of a KCS Coach: KCS Practices expert; Change Analyst Support and encourage learning the KCS KCS V6 ADOPTION GUIDE KCS v6 Adoption Guide Last updated Jan 7, 2019; Save as PDF Table of contents No headers. The KCS ® v6 Adoption Guide is the accumulation of over twenty years of adoption experiences by KCS Academy Certified Trainers and the staff of the Consortium for Service Innovation.This guide is an invitation to success. While it provides a step-by-step approach for planning a KCS adoption, it is not KCS V6 PRACTICES GUIDE KCS Practices Guide v6 by Consortium for Service Innovation is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.Permissions beyond the scope of this license may be available at info@serviceinnovation.org.. Back to top; Appendix C: Stakeholder Engagement Matrix; Section 1 Knowledge-Centered Service INTELLIGENT SWARMINGSM Intelligent Swarming. Sometimes called collaboration on steroids, the Intelligent Swarming methodology is a new way to align resources to work. It involves removing the tiers of support and, when appropriate, calling on the collective expertise of a “swarm” of analysts. Our initial experience with Intelligent Swarming is exceeding CONSORTIUM FOR SERVICE INNOVATION Table of contents No headers. Welcome to the online library for the Consortium for Service Innovation! For questions or access to the members-only wiki, please contact our Community Success Manager. KNOWLEDGE-CENTERED SERVICE (KCS) V6 Knowledge-Centered Service (KCS) v6. This document is intended to describe the principles and core concepts of Knowledge-Centered Service (KCS). The certification programs were designed by a small, passionate group of Consortium members who are using KCS in their organizations, while also helping the Consortium develop and maintainthe KCS
KCS PRINCIPLES AND CORE CONCEPTS KCS is a proven methodology for integrating the use, validation, improvement, and creation of knowledge into the workflow. Inherent in the methodology is a process of continuous improvement that is based on the experience of those doing the work and the patterns that emerge from knowledge reuse. VERIFIED V6 LICENSE AGREEMENT V6.1.4 KCS v6 Verified for Tools License Agreement Consortium for Service Innovation Revision 2.2 2.0 Version 6.1.4 Page 2 distribution, marketing and promotion of KCS v6 Verified Products. For each KCS v6 Verified Product, this license allows Licensee to use the KCS v6 Verified Trademarks only in connection with the Verified release of the product. All rights not expressly granted to Licensee hereunderKCS BENEFITS
The benefits happen over time and can be put into three general categories: The near-term benefits of KCS, realized in the first 3-9 months, include: Improved resolution times by 25-50% (improved capacity to handle requests) Improved first call resolution and reduced escalations. Improved skills, job satisfaction, and confidencefor the
7) SUFFICIENT TO SOLVE Sufficient to solve: it doesn't have to be perfect to be valuable! As it relates to knowledge articles, the concept of sufficient to solve is based on two observations: It is very difficult to predict the future value of what we learn from our interactions. 80% of what we capture will never be reused. Our goal is to capture what we learn ina
DEVELOPING THE KDE PROGRAM Developing the KDE Program. The Knowledge Domain Expert (KDE) is responsible for the health of a knowledge domain from a content point of view. The KDE must be a subject matter expert in the domain in order to identify duplicate articles, knowledge gaps, and the optimalapproach to
COLLECTIVELY REIMAGINING SERVICE EXCELLENCE The Consortium is a non-profit alliance of service and support organizations focused on innovation around customer engagement, productivity, and success. KNOWLEDGE-CENTERED SERVICE (KCS®) Details: KCS is a simple idea: integrate the creation and maintenance of knowledge into the process of interaction. KCS produces profound benefits by improving operational efficiency and organizational learning. For most organizations, KCS is hard to implement because success requires changing how we think about people, process, andmeasurements.
COMPLEX ADAPTIVE SYSTEMS AND THE ILLUSION OF CONTROL Complex Adaptive System: A system in which many independent elements or agents interact, leading to emergent outcomes that are often difficult or impossible to predict simply by looking at the individual interactions. Our organizations are made up of thousands of independent elements and agents: our employees, customers, processes,and tools
INTELLIGENT SWARMINGSM Intelligent Swarming. Sometimes called collaboration on steroids, the Intelligent Swarming methodology is a new way to align resources to work. It involves removing the tiers of support and, when appropriate, calling on the collective expertise of a “swarm” of analysts. Our initial experience with Intelligent Swarming is exceeding KCS V6 PRACTICES CERTIFICATION STUDY GUIDE KCS v6 Principles. Know that KCS in v6 stands for Knowledge-Centered Service. Identify how Abundance contributes to KCS success. Identify how Create Value contributes to KCS success. Identify how Demand Driven contributes to KCS success - and the key elements and benefits of working in a demand-driven way. Identify how Trust contributes toKCS
KCS V6 ADOPTION GUIDE KCS v6 Adoption Guide Last updated Jan 7, 2019; Save as PDF Table of contents No headers. The KCS ® v6 Adoption Guide is the accumulation of over twenty years of adoption experiences by KCS Academy Certified Trainers and the staff of the Consortium for Service Innovation.This guide is an invitation to success. While it provides a step-by-step approach for planning a KCS adoption, it is not INTELLIGENT SWARMING: CONSIDERATIONS FOR STARTING OUT The Problem/Opportunity: • 70% of the workforce is “dis-engaged” with the purpose, intent of the businesses they work for (Zuboff,Forbes)
APPENDIX D: KCS ROLES AND COMPETENCIES Topic. Coach - Range of Knowledge. Describe/Explain/Demonstrate. Concept of a KCS Coach: KCS Practices expert; Change Analyst Support and encourage learning the KCSTHE SOLVE LOOP
The Solve Loop is the request-response workflow. Responders capture their resolution experiences to create a collective memory. A little bit of structure in the request-response process helps enormously, while too much structure is disruptive. Use of the knowledge base and a structured workflow increases responders speed and accuracy insolving
KCS BENEFITS
The benefits happen over time and can be put into three general categories: The near-term benefits of KCS, realized in the first 3-9 months, include: Improved resolution times by 25-50% (improved capacity to handle requests) Improved first call resolution and reduced escalations. Improved skills, job satisfaction, and confidencefor the
COLLECTIVELY REIMAGINING SERVICE EXCELLENCE The Consortium is a non-profit alliance of service and support organizations focused on innovation around customer engagement, productivity, and success. KNOWLEDGE-CENTERED SERVICE (KCS®) Details: KCS is a simple idea: integrate the creation and maintenance of knowledge into the process of interaction. KCS produces profound benefits by improving operational efficiency and organizational learning. For most organizations, KCS is hard to implement because success requires changing how we think about people, process, andmeasurements.
COMPLEX ADAPTIVE SYSTEMS AND THE ILLUSION OF CONTROL Complex Adaptive System: A system in which many independent elements or agents interact, leading to emergent outcomes that are often difficult or impossible to predict simply by looking at the individual interactions. Our organizations are made up of thousands of independent elements and agents: our employees, customers, processes,and tools
INTELLIGENT SWARMINGSM Intelligent Swarming. Sometimes called collaboration on steroids, the Intelligent Swarming methodology is a new way to align resources to work. It involves removing the tiers of support and, when appropriate, calling on the collective expertise of a “swarm” of analysts. Our initial experience with Intelligent Swarming is exceeding KCS V6 PRACTICES CERTIFICATION STUDY GUIDE KCS v6 Principles. Know that KCS in v6 stands for Knowledge-Centered Service. Identify how Abundance contributes to KCS success. Identify how Create Value contributes to KCS success. Identify how Demand Driven contributes to KCS success - and the key elements and benefits of working in a demand-driven way. Identify how Trust contributes toKCS
KCS V6 ADOPTION GUIDE KCS v6 Adoption Guide Last updated Jan 7, 2019; Save as PDF Table of contents No headers. The KCS ® v6 Adoption Guide is the accumulation of over twenty years of adoption experiences by KCS Academy Certified Trainers and the staff of the Consortium for Service Innovation.This guide is an invitation to success. While it provides a step-by-step approach for planning a KCS adoption, it is not INTELLIGENT SWARMING: CONSIDERATIONS FOR STARTING OUT The Problem/Opportunity: • 70% of the workforce is “dis-engaged” with the purpose, intent of the businesses they work for (Zuboff,Forbes)
APPENDIX D: KCS ROLES AND COMPETENCIES Topic. Coach - Range of Knowledge. Describe/Explain/Demonstrate. Concept of a KCS Coach: KCS Practices expert; Change Analyst Support and encourage learning the KCSTHE SOLVE LOOP
The Solve Loop is the request-response workflow. Responders capture their resolution experiences to create a collective memory. A little bit of structure in the request-response process helps enormously, while too much structure is disruptive. Use of the knowledge base and a structured workflow increases responders speed and accuracy insolving
KCS BENEFITS
The benefits happen over time and can be put into three general categories: The near-term benefits of KCS, realized in the first 3-9 months, include: Improved resolution times by 25-50% (improved capacity to handle requests) Improved first call resolution and reduced escalations. Improved skills, job satisfaction, and confidencefor the
COMPLEX ADAPTIVE SYSTEMS AND THE ILLUSION OF CONTROL Complex Adaptive System: A system in which many independent elements or agents interact, leading to emergent outcomes that are often difficult or impossible to predict simply by looking at the individual interactions. Our organizations are made up of thousands of independent elements and agents: our employees, customers, processes,and tools
KCS V6 PRACTICES GUIDE KCS Practices Guide v6 by Consortium for Service Innovation is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.Permissions beyond the scope of this license may be available at info@serviceinnovation.org.. Back to top; Appendix C: Stakeholder Engagement Matrix; Section 1 Knowledge-Centered Service CONSORTIUM FOR SERVICE INNOVATION Table of contents No headers. Welcome to the online library for the Consortium for Service Innovation! For questions or access to the members-only wiki, please contact our Community Success Manager. KNOWLEDGE-CENTERED SERVICE (KCS) V6 Knowledge-Centered Service (KCS) v6. This document is intended to describe the principles and core concepts of Knowledge-Centered Service (KCS). The certification programs were designed by a small, passionate group of Consortium members who are using KCS in their organizations, while also helping the Consortium develop and maintainthe KCS
KCS PRINCIPLES AND CORE CONCEPTS KCS is a proven methodology for integrating the use, validation, improvement, and creation of knowledge into the workflow. Inherent in the methodology is a process of continuous improvement that is based on the experience of those doing the work and the patterns that emerge from knowledge reuse.KCS BENEFITS
The benefits happen over time and can be put into three general categories: The near-term benefits of KCS, realized in the first 3-9 months, include: Improved resolution times by 25-50% (improved capacity to handle requests) Improved first call resolution and reduced escalations. Improved skills, job satisfaction, and confidencefor the
7) SUFFICIENT TO SOLVE Sufficient to solve: it doesn't have to be perfect to be valuable! As it relates to knowledge articles, the concept of sufficient to solve is based on two observations: It is very difficult to predict the future value of what we learn from our interactions. 80% of what we capture will never be reused. Our goal is to capture what we learn ina
TECHNIQUE 5.1: KCS ARTICLE STRUCTURE A well-defined, simple structure is a fundamental element of KCS. A consistent structure contributes to both findability and readability of articles. The goal of KCS is to capture the organization's collective experience, or knowledge, in the form of articles . Articles capture what we have learned in responding to a request. KCS V6 FUNDAMENTALS CERTIFICATION INSTRUCTIONS The KCS v6 Fundamentals Certification designates individuals who demonstrate a basic understanding of the KCS concepts including the benefits of KCS and the creation, reuse, and improvement of knowledge articles. The certification standards and exam are developed and maintained by a committee of members from the Consortium for ServiceInnovation.
DEVELOPING THE KDE PROGRAM Developing the KDE Program. The Knowledge Domain Expert (KDE) is responsible for the health of a knowledge domain from a content point of view. The KDE must be a subject matter expert in the domain in order to identify duplicate articles, knowledge gaps, and the optimalapproach to
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MEASUREMENT MATTERS V6 Extending ideas in the KCS v6 Practices Guide and the KCS v6 Adoption Guide,
this paper helps KCS leaders recognize the key trends, relevant milestones, and exit criteria that indicate progress through the KCSphases of adoption.
Read the paper
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create innovative operational models through a process of collective thinking and experience. The Consortium’s work integrates academic research and emerging business trends with members’ operational perspectives. The results are new strategies and models that improve the customer experience. Explore membership options , or check out our workbelow.
KNOWLEDGE-CENTERED SERVICE (KCS®) V6 _Leveraging organizational knowledge to improve outcomes for allstakeholders._
INTELLIGENT SWARMING _A dynamic collaboration model for complex environments._ PREDICTIVE CUSTOMER ENGAGEMENT _How can we provide information that we have, that customers would value, but don’t know to ask for?_ CUSTOMER EXPERIENCE INITIATIVE _Minimizing value erosion and maximizing value addition throughout the customer lifecycle._ LEADERSHIP FRAMEWORK _Influencing a network requires different skills than managing ahierarchy._
KCS V6 KNOWLEDGE DOMAIN ANALYSIS REFERENCE GUIDE A resource focused on identifying, maximizing, and sustaining benefits generated by a KCS® implementation.access the guide
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