KCS Core Concepts

Question 1

Identify elements that drive organizational change (PCC 18)

Answer 1

Create a vision that includes:

• a compelling purpose - a simple value proposition
• a mission statement - our approach to achieving the purpose
• explicit values - acceptable behavior in achieving the purpose
• the brand promise - attributes of the relationship with those we serve

Communication of the vision that people can relate to and communicating why KCS is important to each of the key stakeholders

Question 2

Identify the elements that sustain KCS benefits over time (PCC 18)

Answer 2

Trust that KW:s can make good judgments (org purpose, values, brand promise)

Change value proposition:
Good judgments
Learn
Collaborate
Freq/qual they use, improve and create knowledge

Shift focus to success and value measures, KW:s should see their contribution

Improve performance, functionality, tech integration.

Question 3

✔ Identify the value of KCS to the business and to the customers (PG 5)

Answer 3

Operational efficiency: Reusing, improving and capturing new knowledge efficiently. Quicker onboarding.

Self service success: Enable others to benefit from captured knowledge

Organizational learning and improvement:
Patterns from reuse -> root cause assessments -> high impact

Question 4

✔ Identify violations to the KCS Practices (PG40???)

Answer 4

Common violations:
- Given a goal for article creation

• Not following the “search early, search often” and/or the “search before you save”
• Culture discourages editing articles that are believed to “belong” to others

Question 5

✔ Identify the differences between the KCS methodology and Knowledge Management (KM) tool/technology (PG 91)

Answer 5

KCS methodology can be used with many different tools. It could even be done with pen and paper. A tool can make it easier for the knowledge workers to follow the KCS methodology. It can offer integration with other tools, predefined article fields, offer suggestions etc.

Question 6

✔ Identify the key elements and benefits of the “sufficient to solve” concept (PCC 25)

Answer 6

Capture in simple structure or template
Bullet list format
Complete thoughts/ideas

Capture with minimal effort, let demand drive improvement

Reuse is review

Question 7

✔ Identify the key elements and benefits of the “just-in-time versus just-in-case concept” (PCC 10 demand driven)

Answer 7

It’s difficult to predict future value of an interaction

Capture experience, let demand drive attention

Reuse is review

Best people to validate knowledge are the ones who use it every day

Question 8

✔ Identify the benefits of the Double Loop Process (Solve Loop (A) and Evolve Loop (B)) (PG 14)

Answer 8

The Solve Loop practices are reactive and transactional.

Evolve loop:
Leadership responsibilities
Define Solve Loop processes
Reflective, analytic
Looks at collection of Solve Loop
Integrates KW activities w organization-level responsibilities
Continuous improvement of Loops

Question 9

✔ Identify why it is important to have buy-in to the KCS Practices (PCC 16)

Answer 9

People are motivated by mastery, autonomy and purpose. Understanding purpose/values -> trust leadership, make good judgements

Question 10

✔ Identify how knowledge integration impacts the benefits of KCS (PCC 27)

Answer 10

1. We will find and benefit from the experience of others through existing knowledge articles.
2. If we can identify reuse of articles as we use them, it allows us to use the Evolve Loop to identify patterns of reuse and opportunities to improve the business.
3. If we find articles that are confusing or we feel are wrong, we flag it or fix it. If we do not have the authority or license to fix it, or we are not confident in how to improve it, we flag it. Flagged articles go to the appropriate subject matter expert for review. If we are confident and licensed, we fix it. The flag it or fix it concept ensures the articles that are being seen are being improved.
4. If we reuse an article and improve it based on our experience, we will be constantly improving the knowledge articles that are useful. The words and phrases we initially used to try to find the article should be added to the article to improve its findability.
5. If we search the knowledge base and we don’t find anything helpful, we have the opportunity to create a new article. Here again, using the words and phrases we used to search are content for a new article: searching is creating