This course was created with the
course builder. Create your online course today.
Start now
Create your course
with
Autoplay
Autocomplete
Previous Lesson
Complete and Continue
Knowledge Centered Support (KCS) Practices
1. KCS Double Loop Process Breakdown
1.1 KCS Process Components (0:52)
1.2 KCS Solve Loop Practices Overview (6:13)
1.3 KCS Evolve Loop Practices Overview (2:36)
2. KCS Practice 1: Solve Loop: Capture Techniques
2.1. Technique 1: Capture in the Moment (3:12)
2.2 Technique 2: Capture in the Customer's Context (5:37)
2.3 Technique 3: Capture Relevant Content (2:35)
2.4 Technique 4: Capture Knowledge as it becomes Explicit (3:29)
3. KCS Practice 2: Solve Loop: Structure Techniques
3.1 Technique 1: Structure: Keep it Simple (6:23)
3.2 Technique 2: Structure: Complete Thoughts not Complete Sentences (1:42)
4. KCS Practice 3: Solve Loop: Reuse Techniques
4.1 Technique 1: Reuse: Search Early, Search Often (2:31)
4.2 Technique 2: Reuse: Seek to Understand what we Collectively Know (1:23)
4.3 Technique 3: Reuse: Search Words are Candidate Knowledge (1:55)
4.4 Technique 4; Reuse: Linking (8:21)
5. KCS Practice 4: Solve Loop: Improve Techniques
5.1 Technique 1: Improve: Reuse Is Review (6:33)
5.2 Technique 2: Improve: Flag it or Fix it (11:45)
5.3 Technique 3: Improve: License To Modify (3:22)
6. Evolve Loop Practices
6.1 Dispelling Common Myths About Capturing Knowledge (1:10)
6.2 Evolve Loop Practices Recap (0:22)
7. KCS Practice 5: Evolve Loop: Content Health Techniques
7.1 The Content Continuum (1:52)
7.2 Content Health Considerations (23:11)
7.2.1 Value Proposition and Best Practices (5:41)
7.2.2 Knowledgebase Size and Article Age (2:52)
7.2.3 Migrating Legacy Data (1:41)
7.2.4 Priming the Knowledgebase with New Product Information (2:47)
7.2.5 Global Support & Multi-Lingual Envnironments (3:11)
7.2.6 Just-In-Time Training (0:34)
7.3 Content Health Techniques Overview (0:32)
7.4 Techinque 1: Article Structure (7:27)
7.4.1 Multi-Media as Content (1:26)
7.4.2 Indexing Other Vendors Content (1:05)
7.5 Technique 2: KCS Article Life-Cycle (17:12)
7.5.1 KCS Article State Transitions (2:16)
7.5.2 Demand Driven Article Visibility and Migration (3:45)
7.5.2 KCS Stagnation (0:40)
7.5.3 Time Value of a Knowledge Article (1:25)
7.6 Technique 3: Developing A Content Standards (4:11)
7.7 Tecnique 4: Managing KCS Article Quality (3:56)
7.7.1 How Good is Good Enough / Getting the Basics Right (2:43)
7.7.2 Impact on the Company Image (2:10)
7.7.3 Time/Value Tradeoff: KCS Recommendations (Speed accuracy over Presentation) (1:38)
7.8 Technique 5: Creating Evolve Loop Articles (6:39)
7.9 Technique 6: New vs Known Analysis (7:51)
7.10 Technique 7: Self Service Success (7:32)
7.11 Technique 8: Assessing the Value of Articles (3:40)
8. Practice 6: Evolve Loop: Process Integration Techniques
8.1 Process Integration Introduction (2:22)
8.2 Technique 1: Process Integration: Structured Problem Solving Process (5:11)
8.3 Technique 2: Process Integration: Technology Integration (10:43)
8.4 Technique 3: Search Technology (9:22)
9. Practice 7: Evolve Loop: Performance Assessment Techniques
9.1 Performance Assessment - Introduction (5:31)
9.2 Technique 1: KCS Roles and the Licensing Model (3:33)
9.2.1 KCS Adoption Team (3:08)
9.2.2 KCS Council (1:01)
9.2.3 Distribution of Roles in the Organization (2:21)
9.2.4 Evolution of KCS Roles (1:12)
9.2.5 KCS Role: Team Responsibilities and Qualitifications (1:27)
9.2.6 KCS Candidate (1:33)
9.2.7 KCS Contributor (2:03)
9.2.8 KCS Publisher (1:10)
9.2.9 The KCS License and Variations in Theme (0:20)
9.2.10 KCS Coach (3:43)
9.2.11 Lessons Learned About Effective Coaching (1:28)
9.2.12 Social Networking Analysis for Coaches (1:11)
9.2.13 Knowledge Domain Expert (5:45)
9.2.14 The KCS Adoption Team and the KCS Council (2:55)
9.2.15 The Evolution of the Adoption Team into the KCS Council (0:56)
9.3 Technique 2: Phases of Adoption (6:23)
9.3.1 Measurement Matters (4:35)
9.4 The Balanced Scorecard (4:54)
9.4.1 Triangulation - Who is Creating Value? (2:18)
9.4.2 Make Trends Visible to the Analyst (1:57)
9.4.3 Goals for Outcomes not Activities (2:12)
9.4.4 Trend Lines Matter, Article Creation and Article Reuse (1:21)
9.4.5 KCS Article Life Cycle Trends (1:17)
9.4.6 The Power of Participation (3:57)
9.4.7 Profiles of the Player (3:51)
9.4.8 Radar Charts - Creating a Value Footprint (4:49)
9.4.9 Is What We Talk About Important? (1:28)
9.4.10 Team Performance - Management Effectiveness (2:38)
9.4.11 Shift in Focus - Phase 2 to Phase 3 (3:04)
9.5 Summary Of Performance Assessment (1:37)
10. Practice 8: Evolve Loop: Leadership & Communication Techniques
10.1 Leadership & Communication - Introduction (4:09)
10.2 Technique 1: Alignment to a Compelling Purpose (4:45)
10.3 Technique 2: Create a Strategic Framework (5:20)
10.3.1 Strategic Framework Process (5:06)
10.3.2 Maintaining Balance, Operational Benefits and Return On Investment (ROI) (3:18)
10.3.3 Investment (2:53)
10.3.4 Words of Warning (3:43)
10.4 Technique 3: Promote Teamwork (2:54)
10.5 Technique 4: Tap Into Internal Motivators (2:50)
10.6 Technique 5: Reward and Recognition Programs (4:15)
10.7 Technique 6: Communication is the Key (5:47)
11 KCS Summary
11.1 KCS Summary (2:54)
Document Downloads
KCS Practices Guide v5.3
New Lecture
New Lecture
New Lecture
New Lecture (2:55)
9.4.1 Triangulation - Who is Creating Value?
Lesson content locked
If you're already enrolled,
you'll need to login
.
Enroll in Course to Unlock