Core Concepts Flashcards
describe the KCS concept of Transformation and continuous improvement
transformation and continuous improvement involves a double-loop process which are typically describes as consisting of an a and b loop.
A Loop is the activity of getting work done; and it is often reactive in that the activity is triggered by an event or an interaction.
B Loop defines the A loop process and is also reflective. It is a process of continuous improvement for the A loop and the output of the A loop. The B loop activities assess the health of the system by analyzing the patterns and trends that emerge from a collection of A loop activities and outputs, and identify opportunities for improvement.
describe the KCS concept of Buy-in at All Levels
Buy-in at all levels is maximizing the autonomy of all stakeholders to understand, believe, and choose to contribute. A key motivational factor in a knowledge-centric environment is the sense of autonomy or control.
An environment where people choose to help and feel good about contributing their knowledge; an environment where the purpose is clear and people are brought into that purpose.
describe the KCS concept Leadership is required
for a successful KCS adoption, Leadership must drive the organizational change and create/sustain the demand for engagement.
create a vision that relates the value of KCS to the key stakeholders.
- a compelling purpose - a simple value statement that expresses the importance of KCS and elicits an emotional response
- a mission statement - how the organization will achieve the compelling purpose
- explicit value - the behaviors the organization and its people aspire to in achieving the purpose
- the brand promise - value attributes to the customers or those who the organization serves
encourage trust in knowledge workers and their good judgement in achieving and aligning with the organization’s purpose, values, and brand promise.
valuing employees for their
- knowledge and ability to follow instructions
- good judgement
- lifelong learning
- collaboration
- quality creation and reuse of knowledge
measure customer success and value - move from activity or transaction-based measures to a commitment to measure customer success and value. provide visibility of the contribution of value by knowledge workers
continuously improvement of technology integration including performance and functionality to ensure technology. - supports knowledge work and knowledge workers
describe the KCS concept of Collective experience
Capture the collective experience of the community of knowledge workers, so that the knowledge will always be more complete an accurate than what any individual or expert knows. KCS leverages collective experience and acknowledges that all the people who interact with knowledge have something to contribute to that knowledge
describe the KCS concept of Collective ownership
Collective ownership applies to all who use the knowledge. It is a key driver for the efficiency of KCS processes and knowledge quality. If knowledge workers take responsibility for the quality and accuracy of the knowledge that is being used us constantly being updated.
in environments where the intended audience for knowledge includes people outside of the organization they too are part of the collective ownership model. allowing them to improve or at least comment on knowledge, based on their experience with that knowledge, is important.
collective ownership relates to all four of the KCS principles and the observations that the best people to create and maintain the knowledge are those use it every day..
describe the KCS concept of Seek to understand before you seek to solve
Seek to understand before seeking to solve has two implications
- seek to understand requestor’s issue - listen and ask clarifying questions to understand as much as possible about the situation.
- seek to understand what is collectively know about this issue by searching the knowledge base early in the process and often after that. ,
describe the KCS concept Sufficient to Solve
How good is good enough? the concept of sufficient to solve applies differently to the solve and evolve loops:
The knowledge article structure and writing style in the solve loop and the level of detail governed by the content standards and the process in the evolve loop.
describe the KCS concept of Knowledge integration
The degree in which the knowledge base is integrated into the workflow. This will dictate the degree to which the KCS benefits are realized.
The health and value of the knowledge is related to how much people use it. in most organizations, people will seek information through a number of different avenues (asking peers, looking through documentation, searching past emails, and often as a last resort searching or browsing a knowledge base)
In a KCS environment, using the knowledge base should the first thing people do. `
describe the KCS concept of Coaching for success
Changing behaviors, which take time and usually require an external influence, such as a coach.
coaching for the knowledge worker is only effective if the knowledge worker wants to learn KCS
it is leadership’s responsibility to create demand on the part of the knowledge workers to learn KCS
the job of the KCS coaches is to satisfy that demand
describe the KCS concept of Asses value
Assess Value involves:
- assessing the health and value of the knowledge base and the processes used to create and maintain the knowledge.
- identifying learning and coaching opportunities for individuals
- acknowledge the creation of value by individuals and teams.
- identifying areas for continuous improvement
- assessing the business value of what is created in KCS.
