| Knowledge Management Training Course: Knowledge-Centered Support (KCS) Principles 3-day training seminar, $1,595  |
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Overview
Whether you provide support services for a corporate help desk, to external customers, or on behalf of a third party, you are almost certainly under pressure to extract as much productivity as possible from your front line resources. Significant time could be saved if they had access to each other’s experience.
Support organizations report that 60 to 90 percent of the problems they solve have been solved before, and that they are reinventing answers and fixes that already exist somewhere in the organization. The opportunity to learn from our service interactions and increase the return on the investment in knowledge is huge! This comprehensive 2½ day workshop will help you to achieve this.
Knowledge-Centered Support (KCS) is a business methodology that was developed and tested by members of the Consortium for Service Innovation™ (CSI). The objective of KCS is to create an environment where resources solve a problem once and use the solution repeatedly. Organizations have shown that adoption of KCS can improve operational efficiency, customer satisfaction and employee morale. This workshop explores the need for a knowledge-centered strategy, the organizing principles of KCS, and the benefits that it delivers.
The workshop teaches attendees how to create and maintain knowledge as people solve problems and answer questions, and how knowledge best practices can improve service levels and support center efficiency. Attendees will also be introduced to the five processes needed to manage content quality and the life cycle of knowledge, the best practices for assessing individual and team contribution to the knowledge base, and how knowledge can empower customer self-service on the web.
You'll learn:
- How to assess the value of Knowledge-Centered Support
- The difference between call-tracking and knowledge management systems
- The concept behind the re-use of knowledge and the value of tracking the re-use
- Knowledge-Centered Support principles and practices
- How Knowledge-Centered Support fits in to workflows and the structured problem solving process
- Fundamentals of solution management
- Key roles and responsibilities within the organization that impart KCS
- A new way to assess performance and contribution
- Considerations for a successful adoption and implementation of the KCS strategy
Course Benefits
The training course will help support professionals to:
- Efficiently create and maintain quality content in a knowledge base
- Motivate support analysts to use the knowledge base
- Structure knowledge to make it easy to find and use
- Minimize investments in knowledge workflow and maximize the return
- Improve service levels to customers
- Gain operational efficiencies
- Increase the organization’s value to their company
- Identify and avoid the common pitfalls
Who Should Attend
The KCS workshop is for support center directors, managers, supervisors,
and team leaders in addition to all staff directly involved in and responsible
for the knowledge management process.
KCS Topics
KCS Fundamentals
What is KCS?
- KCS double loop process
- The solve loop
- The evolve loop
KCS in different environments
KCS processes
- Capturing and structuring a solution
- Integrating knowledge with the process of understanding, researching, and solving a problem
- Capturing the context of the caller
- Creation of “free” content.
- Producing immediately reusable solutions
The relationship between change and KCS
Building a foundation
KCS Benefits and the Return on Investment
Content Management
The two critical attributes of content
- Findability
- Usability
Knowledge objects = KCS Solutions
- Solutions that are relevant
- Solutions written to be understandable and actionable for a specific audience
- Solutions in the context (vocabulary, level of complexity) of the intended audience
- Structure of the solution must suit the purpose of the audience
Content lifecycle
- The concept of a solution
- The solution elements in practice
- Solution life cycle
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Managing solution quality
- Performance drivers (alignment, understanding, commitment)
- Leading indicators (activities, events)
- Outcomes (results)
Understanding KCS competencies, roles and responsibilities
- Taking teamwork to a new level
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Shifting perspectives
- Knowledge as an asset owned and maintained by the team, not by individuals
- Capturing and improving the collective knowledge, not just solving individual customer problems.
Workflows and processes
- Structured Problem Solving (SPS)
- Workflow and technology
- Solution visibility
Performance assessment
- A framework for performance assessment
- Performance measurement scenarios
Implementation
Communications planning
Technology Requirements
- Technology as an enabler, not the driver, of the KCS benefits
- Supporting a workflow that is natural for support staff and their problem solving process
- Aligning the user interface to the work style and purpose of the people using it
- Integration of the knowledge tools with the call management tools
Getting started
You're in Good Company
Some of the many companies that have implemented KCS include:
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Registration
Fees
The per student registration fee for this seminar is $1,595 and includes
the seminar and course materials. Class begins at 8:30 a.m. and ends at 5:30
p.m. each day. Please arrive early the first day to sign in and meet fellow
attendees. Dress is business casual.
To register, click on the "Book Now" button or please call (708) 246-0320
Seminar Schedule
| July 20-22, '09 | Boston, MA | Burlington Center
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| Nov 17-19, '09 | Irvine, CA | Executrain
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Click here to learn about
,
dates & locations
Payment is due prior to the seminar. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the conference.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $400. Or, you may transfer your registration to another member of your company at no additional charge. Registrants canceling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar.
In the unlikely event that a seminar must be cancelled, you will be notified at least two weeks prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. As seminars are cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.
Seminar agenda subject to change.
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