Le KCS, qu’est-ce que c’est ?
KCS (Knowledge Centered Services) is a Knowledge Management technique developed by the Consortium for Service Innovation, a non-profit organization whose mission is to help support and service organizations innovate. The CSI brings together members of many major industry players such as Salesforce, Red Hat, Dell, BMC, HPE, Autodesk, Zendesk, etc. who work together to define new best practices.
KCS is a refined and robust methodology that has helped companies capture knowledge, solve problems faster, enable self service, improve customer and employee satisfaction, and build organizational learning for the past 30 years.
The KCS way
Due to its age, the KCS methodology has been tried and tested by many organizations, and it has evolved over the years. We are now on version 6.
The methodology is well documented and very prescriptive, clearly indicating the steps to follow for an implementation, the processes to put in place, the roles to assign, the KPIs to monitor.
Good practices are articulated in the form of a double loop: the resolution loop, which contains all the practices to be put in place for the people who will create and maintain content, and the evolution loop which contains the practices intended for the management and knowledge managers to permanently install a culture of knowledge management within the teams.
A Methodology, not a tool
KCS is a series of practices that allows you to change the culture and processes of your organization. This methodology can be deployed on many tools that can be grouped into 3 categories
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“KCS-Verified” tools (salesforce, servicenow, BMC HKM…)
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“KCS-Aligned” (Coveo, xFind) tools
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Other tools (Atlassian Confluence, Helpjuice…) which are not designed for KCS and might not provide all the required features out of the box.
