Projekt Beschreibung

Knowlegde Centered Service (KCS) Practices v6 Workshop and Certification

Knowledge-Centered Service, or KCS®, is a methodology designed to integrate knowledge capture, improvement, and reuse directly into support operations.  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.

Course Description

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

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 road map for KCS adoption

Who should attend this workshop?

The workshop is designed for executives of service or support organisations in high-tech companies, helpdesk managers, knowledge managers and other functions and roles in organisations where effective knowledge management is business critical.

Number of participants

A maximum of 12 participants

Date and Place

2,5-day workshop (09-17 h on day one and two, until 1h pm on day three), optionally an officical certification can be taken on the afternoon of day three. This certification is intended for individuals who require a thorough understanding of both the KCS methodology and its adoption. This includes people who manage or advise on the adoption and continuous improvement of the KCS practices. This certification is also appropriate for product managers whose products align with or enable the KCS practices.

The workshop will be held either in a conference hotel or in suitable company infrastructure.

Your trainer

The workshop will be taught by Kai Altenfelder, Certified KCS Trainer and Managing Partner at pro accessio.

Upcoming KCS-Workshop in Hamburg takes place in:
Seite in Deutsch ansehen.
Knowlegde Centered Support (KCS)

What our customers say:

„We are thrilled to have Kai Altenfelder join our elite group of Certified KCS Trainers. Kai not only brings rich experience as trainer and consultant he has had first hand experience with KCS in an operational environment as an early adopter of KCS at SUSE Linux / Novell. Kai recently hosted a KCS Practices v5 workshop in Stuttgart. Congratulations to our first group of KCS Practices v5 Certified people in Germany!”
Greg Oxton, Executive Director, Consortium for Service Innovation

Der Trainer war zu jeder Zeit flexibel, hilfsbereit und praxisnah. Er hat das Thema KCS sehr verständlich und nachhaltig transportiert. Ich kann sowohl den Workshop als auch den Trainer nur weiterempfehlen. Vielen Dank!

A. Lechner, Knowledge Management Methods, Continental AG

Register for a workshop!