Knowledge Management and KCS Consulting

Knowledge Management Consulting Services

Service Strategies provides a range of consulting services centered on knowledge management. We can help you enhance your knowledge management practices to maximize your investment and gain greater operational efficiencies. We have helped industry leading service providers re-engineer their knowledge processes to improve efficiency, increase customer satisfaction and drive world class levels of performance.

Our methods leverage the latest research into knowledge management along with input from your key stakeholders to identify opportunities for improvement and drive the changes necessary to optimize processes. In addition, we will align your processes with proven methodologies such as Knowledge Centered Support (KCS)* and the industry leading Service Capability & Performance (SCP) Standards to ensure your success.

Knowledge Centered Support (KCS) Assessments and Consulting

Interested in Knowledge Centered Support (KCS) or need a plan to get started? Service Strategies can help you better understand the benefits of the KCS methodology and the impact it can have on your organization.

Service Strategies will assess your readiness for a Knowledge-Centered Support (KCS) implementation and help you lay the groundwork to implement this proven knowledge management methodology. We will interview executive sponsors, managers and individual contributors to plan and facilitate the implementation of the KCS methodology with your organization.

The knowledge management consulting and assessment will help you:

• Win the appropriate executive-level support
• Create a plan for successful implementation
• Identify necessary knowledge tools and integration points
• Create a Return on Investment (ROI) model for KCS
• Avoid common implementation pitfalls

Our Approach
Service Strategies employs a proven assessment methodology that includes interviews and roundtables with key executives and individual contributors, process review and best practice comparison to align your processes with the KCS methodology. The engagement will include:

• Assessment of your existing Knowledge Management or KCS deployment
• Recommendations and roadmap for implementing or improving your deployment.
• Definition of the specific metrics needed to measure success
• Recommendations for KCS training to make the rollout successful

With our practical knowledge of the industry and our in-depth understanding of knowledge management consulting and the KCS methodology, we can create a customized approach for your unique environment. Service Strategies consultants will stay engaged to monitor changes and provide fine tuning and ongoing assistance to ensure continued success.

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Knowledge Centered Support (KCS) Training

Service Strategies also provides a host of Knowledge Centered Support related workshops and training courses to ensure your success in implementing this proven methodology.

Executive Briefing
Service Strategies will come onsite to brief the executive sponsors of your KCS initiative. The briefing will highlight the benefits of the KCS methodology, identify the required investment and level of effort needed for a successful implementation, and briefly list some of the common implementation pitfalls.

KCS Design Workshop – Three Days
In this three-day, highly interactive workshop, your team will become fluent with the eight processes associated with a KCS implementation and how to leverage them in your environment. We will discuss the roles and responsibilities defined in KCS, map the workflow of your process, talk about the performance measures you’ll need for a successful rollout and discuss the leadership and motivation it takes to transform the collective mindset to the collaborative environment that KCS creates.  Lastly, we’ll discuss the communication plan and adoption roadmap.

KCS Workshop – One Day
In a highly condensed version of the three-day Design Workshop, attendees are introduced to the eight processes in Knowledge-Centered Support.  In addition, we discuss the strategic business goals that a KCS implementation will support, the KCS players and their roles, performance measures and who they evolve when using KCS.  We finish this short introduction with the challenge of communicating a transformational change and the ROI you can expect with KCS.

Analyst Training – One Day
This customized training program is designed to introduce KCS to support analysts and/or development engineers and will set their expectations for the KCS rollout.  In the training, participants are introduced to the basic concepts of KCS, the customized workflow that the KCS Core Team has developed, the Content Standard, the Quality Solution Index (QSI, the form used to evaluate newly authored knowledge solutions) and new performance metrics.  The afternoon focuses on writing and assessing knowledge solutions according to the content standard using the QSI. We can assist in customizing this class and perform a train-the-trainer session for your internal trainers, or we can facilitate the training for your entire organization.

KCS Coaching – Two and a Half Days
Effective coaches are a vital element in a successful KCS implementation. In the KCS model, the coach is a part-time role assumed by a select number of analysts.  In this session, we work with your coaches to prepare them to develop KCS competencies within your organization.  We teach non-judgmental listening, directive questioning, building on strengths and the best approach to guiding peers.  Coaches will understand that their strongest teaching skill is the example they set while working in the support center.  After two and one half days, your coaches will be empowered to evangelize, inspire and train your team to enable a successful KCS implementation.

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* Knowledge Centered Support (KCS) is a service mark of the Consortium for Service Innovation.