Adoption Roadmap

Question 1

describe the four phases of a KCS adoption

Answer 1

the KCS adoption phases are really a continuous process of learning and improvement. however, each phase is a level of maturity that must be understood and acieved before moving on to the next phase. each of the phases have a focus, actions, and exit criteria

phase 1 - planning and designing
phase 2 - adopting
phase 3 - proficiency
phase 4 - leveraging

Question 2

list the KCS adoption activities

Answer 2

KCS assessment - understanding and sizing the opportunity

executive briefing and buy-in

selection of the KCS adoption team

HDI’s KCS foundation certification workshop and KCS principles certification for the adoption team

KCS design session

management workshop(s)

wave 1 (pilot, representative training for participants)

technology update

workflow and content standard update

coach training and certification

wave 2, representative training for participants

KCS publisher certification
knowledge domain experts (KDE) training (evolve loop)

Question 3

identify the critical components for a successful KCS adoption

Answer 3

gain cross-functional buy-in and alignment through thoughtful and continuous communication

develop content guidelines and workflows that support a just-in-time publishing model

define and practice the workflow before purchasing tools

develop measures and baseline values for the expected results

implement training, coaching, and the certification programs for representatives

implement training programs for 1st and 2nd line managers

Question 4

list the benefits of a wave approach implemtation

Answer 4

minimize risks to the service levels compared to a big bang approach

early focus is on team/groups with a high likelihood of success which promotes the adoption to laggards

change can be managed in smaller components

multiple milestones and decisions points allow for adjustments

representatives from early waves can serve as coaches for later waves

leverage the experience and learning of previous waves increasing probability of success

the wave approach minimizes the resources impact of coaching on the organization during the learning phase

Question 5

describe why the measurement system must continue to evolve for each adoption phase

Answer 5

the right measurement for each phase will provide honest feedback and promote the correct behaviors for a successful KCS adoption

phase-appropriate measurements are used to assess when the wave is ready to move to the next phase

getting measurements wrong means a premature advancement to the next phase, and the result may prove to be a failure for the KCS initiative

Question 6

describe the intent of the wave and phase approach in KCS

Answer 6

create demand in the organization

create an environment where people see value in KCS

create an environment where people want to learn KCS

understand that KCS practices are key for a health and sustainable knowledge-centered organization

facilitate the organizational evolution so that it can continue to provide value for representatives, the business, and most importantly - the customers

minimize risk and maximize opportunity for success