KCS Adoption

Question 1

Identify the intent and benefit of adoption waves (AG 8)

Answer 1

Start small, create some success and excitement and invite others to join. Create an environment where people see value in KCS and want to learn the practices.

Question 2

Identify why the measurement system must evolve in each phase of KCS adoption

Answer 2

Self service = more effective -> traditional support measures -> wrong direction

“Time to resolution” and Cost/incident goes up

Increased new vs. known ratio (= effective self service!)

Question 3

Identify why waves of adopters are important in a KCS adoption (AG 8)

Answer 3

Start small, learn and tune. Minimize resource impact of coaching during learning phase.

Question 4

Identify why phases of adoption are important in a KCS adoption (AG 8)

Answer 4

Phases are milestones on the KCS journey (= maturity of the wave)

Question 5

Identify the owners of the key deliverables of a KCS Design Session (AG 20)

Answer 5

KCS Council:

• KCS Program Manager - coordinating the adoption plan and the project plan
• Knowledge workers and management representatives – cross-section
• IT Liaison - Tools, reporting, performance integration
• Web Liaison - Website protocol -> content standard. Coordinatie plans for self-service.

Question 6

✔ Identify why it is important for the knowledge workers to design and own the workflow (AG 64)

Answer 6

When management owns workflow and design they often over-engineer them.