KCS Overview

Question 1

Identify the four KCS principles

Answer 1

1) Abundance - share more, learn more
2) Create Value - Work tasks, think big picture
3) Demand Driven - knowledge is a by-product of interaction
4) Trust - engage, empower, motivate

Question 2

explain a KCS principle

Answer 2

KCS principle are underlying beliefs and behaviors that serve as the foundation for the KCS practices.
Principles tell you why (rather than how) we are doing what we do.

Question 3

explain a KCS core concept

Answer 3

A KCS core concept is based on one or more principles. Core concepts are more specific and more numerous than the principles.

Question 4

explain a KCS practice

Answer 4

KCS practices are based on one or more techniques and are organized by what we need to do. The practices are the application or use of the principles and core concepts in organizing activities.

• help organize the techniques (how)
• include examples of how to do things and are applicable across multiple techniques or functions.

Question 5

describe a KCS Technique

Answer 5

Techniques describe activities or how we do things. They are the detailed actions on what we need to do. Techniques may include the skills needed to complete the technique or identify the efficient manner of doing/achieving something.

• techniques are at a more granular level of detail than a practice. a collection of KCS techniques make up a KCS practice

Question 6

identify the Ten KCS core concepts

Answer 6

1) Transformation and continuous improvement
2) buy-in at all levels
3) leadership is required
4) collective experience
5) collective ownership
6) seek to understand before seeking to solve
7) sufficient to solve
8) knowledge integration
9) coaching for success
10) asses value

Question 7

define knowledge articles

Answer 7

knowledge articles are the collective experience of the organization in solving issues and answering questions. KCS articles can cover a variety of issues: usage or “how to”, configuration, interoperability, performance, defects, procedural, or diagnostic information

Question 8

define knowledge centered services (KCS)

Answer 8

KCS is a proven methodology based on four principles and ten core concepts, for integrating the use, validation, improvement, and creation of knowledge in the workflow.

• a principle-based methodology
• a methodology that seeks to reuse, improve, and create knowledge in the support service delivery process
• a means of collaboration
• NOT something we do in addition to solving problems; rather, KCS becomes the way we solve problems
• about people and process first, enabled by technology (tools)

Question 9

explain what knowledge-centered services based on

Answer 9

• the concept of knowledge from a few of the use by many
• many-to-many model that it is demand-driven and self-correcting
• the academic concept of double-loop learning