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KCS > Core Concepts > Flashcards

Core Concepts Flashcards

1
Q

What are the benefits derived from KCS?

A

Operational Efficiency
Self-Service Success
Organizational Learning and Improvement

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2
Q

What are the 2 loops of the double loop process?

A

Solve and Evolve

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3
Q

What does the Solve loop represent?

A

the responsibilities of the responder when they are resolving a requestor’s issue.

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4
Q

What does the Evolve loop represent?

A

the responsibilities of leadership and the organization-level process. The Evolve Loop analyses and measures the Solve Loop processes and content.

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5
Q

What are the parts of the solve loop?

A

Capture, Structure, Reuse, Improve

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6
Q

What are the part of the evolve loop?

A

Leadership & Communication - Creates vision, reinforces vision, creates buy-in, motivation.
Performance Management - Proficiency model and license, recognition
Process Integration - Problem-solving, Process Adherence Reviews (PAR), tool integration
Content Health - content standards

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7
Q

Leadership MUST do the following for KCS adoption to be successful:

A

Create a vision.
Communicate the vision.
Trust the knowledge workers.
Change the value of workers from what they know to their ability to follow instructions.
Shift focus from activity-based measures to value-based measures.
Choose good coaches.

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8
Q

What does “capture” represent in the solve loop

A
  • context.
  • capture tacit knowledge and make it explicit .
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9
Q

what are the parts of an article structure?

A

Issue/title
Environment
Resolution
Cause
Analysis

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10
Q

What are the principles of “reuse” in the solve loop?

A

Search first, search often
Link and attach
Link accuracy

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11
Q

What are The principles of “improve” step in the solve loop?

A

You touch it you fix it
Just in time improvements

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12
Q

Content health includes:

A

Content standards
Article structure
Content standards checklist
Sufficient to solve
Types of articles

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13
Q

Whats included in the content standards?

A

Examples
Definition and terms
Metadata

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14
Q

What are 3 perspectives that make an article sufficient to solve?

A

Requestor: brings content
Responders: brings experience
Organization: brings info & metadata
=resolution

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15
Q

What are the 3 types of articles?

A

Experience; just in time
Evolve loop: kde articles, workflows
Compliance

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16
Q

What are 3 items of “process integration” in the evolve loop?

A

Structured problem solving
Tool integration
Process adherence review

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17
Q

What are the 3 steps of structured problem solving?

A

Literal: type the literal question
Diagnosis: search to understand why
Research: use external resources and peers to find a solution

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18
Q

What is the goal of tool integration?

A

That 90% of the work is done in a single screen and make it easy and obvious to use.

19
Q

What does the process adherence review measure?

A

How well the knowledge workers are following the solve loop.

20
Q

What are the 6 must have measurements in a PAR?

A

Searching
Link rate
Link accuracy
Improve rate
Create rate
Contribution index

21
Q

What are the items of “performance management” in the evolve loop?

A

Proficiency license model
Recognition
Radar charts

22
Q

What are the 5 license roles?

A

Candidate
Contributor
Publisher
Coach
Knowledge Domain Expert

23
Q

What can a candidate do?

A

Create wip & not validated articles (cannot publish)

24
Q

What can a contributor do?

A

Publish internal articles

25
Q

What can a publisher do?

A

Publish internal & external articles

26
Q

What does a coach do?

A

Support KWs
CSC
PAR

27
Q

What is an “organization network analysis”?

A

A survey map used to identify coaches

28
Q

What does a KDE do?

A

Analysis, reports, evolve loop articles, archive articles

29
Q

What are activities?

A

Actions that produce results.
Do not put goals on activities!

30
Q

What are outcomes?

A

Objectives that align with business objectives.
Do put goals on objectives.

31
Q

What is a radar chart?

A

Shows a performance assessment on multiple measures normalized to one.

32
Q

What are 3 parts of “Leadership and Communication “ within the evolve loop?

A

Motivation
Vision
Strategic framework

33
Q

What are the 3 principles of motivation (MAP)?

A

Mastery: getting good at something
Autonomy: having control and choices
Purpose; caring about the work and interested in it

34
Q

What are 4 motivating factors?

A

Achievement
Recognition
Interesting work
Responsibility

35
Q

What are the 4 parts of a “vision”?

A

Compelling purpose
Mission statement
Values
Brand promise

36
Q

What makes a “compelling purpose”?

A

Known by all
Bigger then self
Brief clear & concise
Elicits an emotional response
A value proposition

37
Q

A strategic framework should address what?

A

The goals, approach, kcs contribution, and measurements according to the customer, employees, and business.

38
Q

What are the org roles for the adoption of kcs?

A

Executive sponsor
KCS program manager
KCS Council
Wave one participants

39
Q

What are the phases of kcs adoption?

A

Plan & design
Adopt in waves
Build proficiency
Optimize & innovate

40
Q

What are the foundation items you MUST have to launch kcs?

A

Performance assessment
Process
Content standards
Adoption strategy
Strategic framework
Communication plan

41
Q

What are some common points of failure in kcs?

A

Ineffective leadership
Ineffective coaching program
KWs not owning the CS
Not trusting the KWs
Putting goals on activities
Not providing visibility into the impact

42
Q

What are the 10 core concepts of kcs?

A

Transformation & continuous improvement.
Buyin at all levels.
Leadership required.
Collective experience.
Collective ownership.
Seek to understand before seeking to solve.
Sufficient to solve.
Knowledge integration.
Coaching for success.
Assess value.

43
Q

How does kcs ensure article quality?

A

CSC
License roles
Confidence levels
Coaching
Reuse

44
Q

What are the 4 priciples of kcs?

A

Abundance
Trust
Create Value
Demand Driven

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