In this 1-day workshop you will learn:

• How to use KCS to efficiently create and maintain quality, easy-to-find content in the knowledge base
• Ways to motivate support agents to use the knowledge base and to effectively assess individual and team contributions
• How to articulate the value of knowledge management for your organization
• A strategy for sustainable success that minimizes investments in knowledge workflow and maximizes the return
• How to identify and avoid the common pitfalls associated with knowledge management

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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 ensuring 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

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The deliverables from the KCS Design Session include:

• Strategic Framework – Describes how the benefits of KCS align with or contribute to the company’s high-level goals and objectives.
• Content Standard – Describes the structure or format of an article, the intent of each of the fields, recommendation on the writing style, metadata definitions, and the article life cycle and states. The content standard also defines the Content Standard Checklist: the criteria by which the article can be assessed against the content standard.
• Workflow – Describes the Solve Loop process, which includes reuse, linking, and integrating the creation and improvement of knowledge into the problem solving process. This deliverable also describes the Process Adherence Review (PAR) that will be used to assess compliance with the workflow (link rate and more importantly link accuracy)  
• Performance Assessment Model – The measures for individuals, teams, and organizational performance. Defining the KCS licensing or proficiency model is also an important element of the Performance Assessment Model. 
• Technology Functional Specifications – The list of features and integration requirements needed for the tools to support the KCS practices.
• Communications Plan – Identification of the audiences, key messages, frequently asked questions, and objections as well as the timeline or project plan and mediums for communication activities.
• Adoption Plan and Road Map – A road map for implementing KCS that includes the waves of adoption, list of Wave I participants, and timeline for engagement of the subsequent waves and phases of adoption.

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Course Description

This interactive multi-day workshop will give managers a new perspective on their role and an opportunity to succeed in that role. We will identify the need to change and introduce managers to the power of…

• Alignment and influence versus command and control
• Intrinsic motivators versus extrinsic
• Value based measures instead of activity based measures
• Replacing linear processes with double loop processes
• Leading versus managing

Knowledge workers manage the problem solving process that drives the KCS benefits. Leaders must create the environment that enables, sustains and improves it. Managers need and deserve support in understanding the requirements and dynamics of that environment.

KCS is as big a change for the first and second line managers as it is for the support agents.

Learning Objectives

• Develop a clear understanding of the leadership requirements to successfully adopt KCS and optimize it through continuous improvement
• Identify the link between the organization’s goals and KCS
• Gain an appreciation for the KCS principles and practices – what’s different?
• Establish leadership’s role in communications and performance assessment – how do we assess the creation of value?
• Understand the difference between activity based measures and value based measures and how to use them with employees
• Discuss how to capitalize on the key motivational factors for employee engagement – creating an environment that enables a sense of connectedness and accomplishment
• Appreciate the power of alignment vs the illusion of control
• Identify and practice influence skills
• Create excitement about and buy-in for KCS

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Course Description

The multi-day, interactive KDA workshop covers the key elements of the Evolve Loop practices in the KCS methodology including:

• The concept and intent of the Evolve Loop
• Analysis techniques and processes for:
• Pattern recognition
• New vs Known Analysis
• Opportunities to improve self-service success
• Types of Evolve Loop content:
• Complex diagnostic processes
• Generic issues with multiple possible causes
• Measures to assess effectiveness of the KB

This workshop not only provides KDEs with some structure and process, it also identifies significant opportunities for improvements in:

• The KCS Solve Loop processes
• High-value knowledge articles
• Self-service success
• Business improvements (products, services, policies)

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Course Description
Intended for those individuals who hold either a KCS Coach or Support Coach role, this workshop provides those individuals with the skills and techniques needed to encourage, inspire and support change.

Topics:

• Understanding the role of a KCS Coach and what makes one effective
• The coaching process, including tools, techniques, and influence skills
• How to maximize the value of motivation, rewards, and recognition

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