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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)
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KCS Practices Guide v5.3
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2.4 Technique 4: Capture Knowledge as it becomes Explicit
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