Kcs General Questions

Front 1

Identify the entity that created and maintains Knowledge Centered Support (KCS).

Back 1

The Consortium for Service Innovation

Front 2

Explain who the Consortium for Service Innovation is.

Back 2

A non-profit alliance of customer service organizations that are working together to solve industry-wide challenges

Front 3

Why was KCS created?

Back 3

To capture, structure, and reuse knowledge in order to improve the efficiency and effectiveness of support organizations

Front 4

Identify when work began on the creation of KCS.

Back 4

Evolved from work that started in 1992

Front 5

What are the common reasons that support centers should implement KCS?

Back 5

Lower cost, enable self-service, improve first contact resolution, identify opportunities to learn from customers' experiences.

Front 6

What are some common benefits resulting from KCS?

Back 6

Solve incidents and close cases faster, optimize use of resources, enable e-Service strategies, and build organizational learning.

Front 7

What are the 3 levels of KCS benefits?

Back 7

Direct, Applied, and Leveraged

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Direct- Operational improvements near term (3-9 months)

Applied - New ways of delivering service and support

Leveraged - Knowledge that allows support organizations offer new kinds of services.

Front 8

What are 2 types of KCS benefit?

Back 8

Qualitative (subjective) and Quantitative (Objective)

Front 9

What is KCS?

Back 9

A methodology that seeks to capture ,structure, reuse, and improve knowledge in the support delivery process.

Front 10

What are the Service Management Processes that integrate with KCS?

Back 10

Incident management, problem management, request fulfillment, event management, access management.

Front 11

What are the 3 components that the KCS practices are organized into?

Back 11

Knowledge articles, solve loop, evolve loop

Front 12

What are the Core Concepts of KCS?

Back 12

"Content is King" and Seek to create findable, usable, and timely resolutions in the problem solving process

Front 13

What are the groups that contribute to knowledge?

Back 13

Customers, analysts, and the organization

Front 14

What does the Customer contribute to knowledge?

Back 14

Describes the issue and environment

Front 15

What does the Analyst Contribute to knowledge?

Back 15

Provides the cause and resolution

Front 16

What does the Organization Contribute to knowledge?

Back 16

Maintains the knowledge such as it's metadata, reuse/create date, last modified date, incidents resolved, etc.

Front 17

Explain the Solve Loop.

Back 17

Activities that are performed by the analyst on a transactional basis (ie. troubleshooting)

Front 18

What are the 4 Practices of the Solve Loop?

Back 18

Capture, structure, reuse, and improve

Front 19

Explain the Evolve Loop.

Back 19

The organization's responsibility to govern and promote the activities of the Solve Loop and evolve it's maturity.

Front 20

What are the 4 Practices of the Evolve Loop?

Back 20

Content Health, Process integration, Performance Assessment, Leadership & Communication

Front 21

What are the principles of the Capture Practice?

Back 21

Knowledge is captured as a by-product of problem solving, Capture knowledge in the moment it becomes explicit, and capture content in the customer's context.

Hint 21

This is one of the 4 Practices of the Evolve Loop

Front 22

What are the benefits of the Capture Practice?

Back 22

Content in the customer's context, improves findable articles, context is captured appropriately.

Front 23

What are the principles of the Structure Practice?

Back 23

Using a simple template or form for capturing content into knowledge

Front 24

What are the benefits of the Structure Practice?

Back 24

Provide context for content, improved readability, promote consistency and quality

Front 25

What are the principles of the Reuse Practice?

Back 25

Search early search often, Seek to understand what we collectively know, link relevant articles to incidents

Front 26

What are the benefits of the Reuse Practice?

Back 26

Adds additional customer context, existing articles can be used to resolve issues, determines if an issue has already been solved

Front 27

What are the principles of the Improve Practice?

Back 27

Just-in-time quality, reuse is reviewable, demand-driven article review, UFFA (Use, Flag, Fix, Add)

Front 28

What are the benefits of the Improve Practice?

Back 28

Continuous improvement of quality articles, resources are saved by spending time on articles that are used, knowledge articles are available immediately for reuse

Front 29

What are the principles of the Content Health Practice?

Back 29

Content standard tailored to the environment,, visibility matrix, knowledge monitoring

Front 30

What are the benefits of the Content Health Practice?

Back 30

Quality articles are developed, articles migrated to new audiences based on demand, improved analyst skills.

Front 31

What are the principles of the Process Integration Practice?

Back 31

Structured problem solving, seamless technology integration , processes are defined, documented, and improved.

Front 32

What are the benefits of the Process Integration Practice?

Back 32

Efficiency and effectiveness of process, solve issues faster, minimize rework

Front 33

What are the principles of the Performance Assessment Practice?

Back 33

Develop KCS Competency model, implementation of feedback systems, integrate subjective and objective measures

Front 34

What is the benefit of the Performance Assessment Practice?

Back 34

Driving desired behaviors

Front 35

What are the principles of the Leadership & Communication Practice?

Back 35

Create a vision and communication plan, aligning to a compelling purpose, create a strategic framework, promote teamwork

Front 36

What are the benefits of the Leadership & Communication Practice?

Back 36

Clear goals are communicated, greater participation, improved risk management, improved performance