1. KCS Double Loop Process Breakdown
2. KCS Practice 1: Solve Loop: Capture Techniques
3. KCS Practice 2: Solve Loop: Structure Techniques
4. KCS Practice 3: Solve Loop: Reuse Techniques
5. KCS Practice 4: Solve Loop: Improve Techniques
6. Evolve Loop Practices
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
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
Document Downloads
