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- Knowledge-Centered Service (KCS; previously known as Knowledge-Centered Support) is a service delivery method that focuses on knowledge as a key asset of the organization implementing it. Development began in 1992 by the Consortium for Service Innovation, a non-profit alliance of service organizations. Its methodology is to integrate use of a knowledge base into the workflow. While the legacy of KCS lies in customer support organizations, the methodology is now being adopted across all the functions of business, as noted in the latest version of the KCS v6 Practices Guide. KCS seeks to:
* Create content as a by-product of solving problems
* Evolve content based on demand and usage
* Develop a knowledge base of an organization's collective experience to-date
* Reward learning, collaboration, sharing and improving With over 20 years in development and over $50 million invested in developing the methodology, KCS has produced significant benefits for support organizations around the world, including Apollo Group, Autodesk, Avaya, Dell, EMC, Ericsson, HP Enterprise, Omgeo/DTCC, Oracle, PTC, Salesforce.com and SDL. The KCS Academy is a wholly owned subsidiary of the Consortium for Service Innovation. The KCS Academy is the only designated certification body by the Consortium for Service Innovation. The KCS Academy offers certification programs for people and a KCS Verified program for knowledge base tools that enable the KCS practices. (en)
- Knowledge-centered support (ou KCS) est une méthodologie et un ensemble de pratiques et de processus qui se focalise sur la connaissance en tant qu'actif important pour les organisations de soutien technique et de service à la clientèle. (fr)
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- Knowledge-centered support (ou KCS) est une méthodologie et un ensemble de pratiques et de processus qui se focalise sur la connaissance en tant qu'actif important pour les organisations de soutien technique et de service à la clientèle. (fr)
- Knowledge-Centered Service (KCS; previously known as Knowledge-Centered Support) is a service delivery method that focuses on knowledge as a key asset of the organization implementing it. Development began in 1992 by the Consortium for Service Innovation, a non-profit alliance of service organizations. Its methodology is to integrate use of a knowledge base into the workflow. While the legacy of KCS lies in customer support organizations, the methodology is now being adopted across all the functions of business, as noted in the latest version of the KCS v6 Practices Guide. KCS seeks to: (en)
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- Knowledge-centered support (fr)
- Knowledge-centered support (en)
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