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Introduction and Concepts of Knowledge Centered Support (KCS)
Introduction to KCS Concepts
Introduction (0:48)
Knoweldge: The Pursuit of Happiness (4:15)
The Support Dilemma
The Challenges That Support Organisations Face Today (2:46)
The Origins of KCS
The Consortium for Service Innovation (1:32)
KCS: Not Your Traditional Approach
KCS: The WAY of Knowledge (0:37)
The Four Basic Concepts of KCS
Four Basic Concepts of KCS (4:56)
People then Process then Tools
Knowledge Is All About People (2:00)
Show Me The Money!
Real-Life Benefits of KCS (2:41)
Adopting KCS In Your Organisation
Four Phases of KCS Adoption (2:11)
Information vs Knowledge
The KCS Definition of Knowledge (3:20)
Knowledge Attributes
Four Observed Knowledge Attributes (4:49)
KCS Process Practices and Techniques
Processes and Practices Overview (2:15)
Content is King!
Content is King (1:28)
Knowledge Assets
Four Knowledge Asset Types (4:58)
Double Loop Process
KCS Solve and Evolve Process Loops (1:19)
KCS Process In Motion
The KCS Process in Motion - How Does It Work? (6:14)
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The Challenges That Support Organisations Face Today
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