2.0 KCS Principles

Question 1

Identify the four principles that KCS practices are built on.

Answer 1

KCS Practices are built on four KCS Principles:

1. Abundance - share more, learn more.
2. Create Value - work tasks, think big picture.
3. Demand Driven - knowledge is a byproduct of interaction
4. Trust - engage, empower, motivate

Question 2

Identify the four principles that KCS practices are built on.

Answer 2

KCS Practices are built on four KCS Principles:

1. Abundance - share more, learn more.
2. Create Value - work tasks, think big picture.
3. Demand Driven - knowledge is a byproduct of interaction
4. Trust - engage, empower, motivate

Question 3

Identify the five influencers of behavior in KCS.

Answer 3

The five influencers of behavior in KCS include:

1. Technology/Toolset - functionality, navigation, integration (is it easy to do the right thing?)
2. Measures - how people are assessed
3. Recognition and Reputation
4. Understanding - the extent to which the representatives understand the “What’s in it for me?” (WIIFM) as well as the big picture (organization and customers)
5. Coaching - peers who are trusted change agents and role models

Question 4

Describe the KCS principle of Abundance (Share more, Learn more).

Answer 4

The KCS principle of abundance is powerful and disruptive for organizations. Knowledge is the by-product of interactions and experiences. When knowledge workers share knowledge freely, no one leaves an interaction with less knowledge. The more we share, the more we learn.

Recognition Programs designed on a model of abundance enure knowledge workers are acknowledged for their strengths, and talents based on their ability to create value through collective knowledge.

Question 5

Describe the KCS principle of Create Value.

Answer 5

Knowledge workers create value through knowledge. While the work knowledge workers perform in tasks are related to interactions is important, great things happen when knowledge workers:

• Work strategically and balance the value of the task with the value of what is learned from an interaction and patterns that emerge from a collection of interactions.
• Complement but do not replace technical documentation, design documents, HR policies, regulatory filings, and other collateral.
• Distinguish experience-based from compliance needs (regulatory and legal requirements, high-risk processes, company policies)
• The KCS principle of create value recognizes that not all knowledge is equal, and allows appropriate control mechanisms in organizations based on the different knowledge requirements

Question 6

Describe the KCS principle of Demand Driven.

Answer 6

Demand drives:

• What knowledge is captured?
• What knowledge is important or valuable?
• How do we validate the knowledge?

The demand-driven principle proposes that the demand for knowledge dictates what knowledge has value to capture. Reused knowledge is validated, based on demand, through reuse - reuse is review.

In the Evolve Loop, knowledge reuse patterns help organizations to develop predictive and preemptive capabilities that improve efficiency. Demand is just-in-time, not just-in-case.

Question 7

Describe the KCS principle of Trust.

Answer 7

Trust is the degree to which the organization believes that people are capable of making good decisions and judgments. Trust in the organization is displayed in many ways including:

• Knowledge workers will do the right thing based on the situation with right information and an understanding of the organization’s purpose and brand promise
• Trust begets trust and is reciprocal among knowledge workers
• Knowledge workers believe in the process
• Executives create and environment or culture based on trust
• Trust is critical for the successful adoption of KCS and for the ability of the organization to maximize and sustain KCS benefits.