KCS and KM #call-center


Chuck Farmer
 

Hi All,

 

I wanted to draw from the group well of knowledge with respect to KCS.  I have been told that this is the “best in class” for KM for support organizations.


Could you let me know your thoughts on this statement? Are there alternative organizations to KCS that we should consider?

 

If you have any other pertinent thoughts on this, I would appreciate them.

 

Thank you,


Chuck



 

Can you provide a bit more background and context?  May have missed some earlier emails.

 

From: sikmleaders@... [mailto:sikmleaders@...]
Sent: Wednesday, August 10, 2016 11:39
To: sikmleaders@...
Subject: [sikmleaders] KCS and KM

 

 

Hi All,

 

I wanted to draw from the group well of knowledge with respect to KCS.  I have been told that this is the “best in class” for KM for support organizations.


Could you let me know your thoughts on this statement? Are there alternative organizations to KCS that we should consider?

 

If you have any other pertinent thoughts on this, I would appreciate them.

 

Thank you,


Chuck

 


Phil Verghis
 

Hi Chuck,

 

Happy to answer any questions directly if that is useful (www.meetme.so/philv_extra).

 

Answers embedded below.

 

 

Peace,

 

Phil

 

CEO & Co-Founder | Klever | www.getklever.com

phil@... | @getklever | +1 919.641.9465

https://www.linkedin.com/in/philverghis

 

 

From: sikmleaders@... [mailto:sikmleaders@...]
Sent: Wednesday, August 10, 2016 11:39 AM
To: sikmleaders@...
Subject: [sikmleaders] KCS and KM

 

Hi All,

 

I wanted to draw from the group well of knowledge with respect to KCS.  I have been told that this is the “best in class” for KM for support organizations.

Could you let me know your thoughts on this statement? Are there alternative organizations to KCS that we should consider?

[Phil Verghis] KCS is the de facto standard for how to handle knowledge in the tech support/IT space. It has been around for 20 years, curated by a non-profit, and it is now in version 6.

 If you have any other pertinent thoughts on this, I would appreciate them.

 [Phil Verghis] Couple of thoughts:

The principles of KCS are pretty simple. If you touch a piece of information, leave it in a better place for the next person. There are licensing models, coaching models and more all wrapped around that.

Stripped of all the deep details, the principles are powerful and the results can be dramatic.

 

[Phil Verghis]

The good:

-        Highly optimized for large enterprises, and complex support (the heritage).

o   Absolutely the de facto standard for IT Service Desks and Help Desks

o   Can be adapted for any function where there is a shared service that offers assistance to customers including HR, Facilities, Field Services, Customer Experience, Customer Success etc.

-        Many deep thinkers and innovators expanding practice

-        Much of the content is creative commons licensed. (Free to use and modify with citation.)

o   We have quite a bit as well, all free to use/modify with attribution

-        Lots of training available

o   I can point you to specialists, or we also have some

-        There are KCS verified tools to make sure Customer Relationship Management software makes it easy for people to follow KCS principles

-        There are KCS aligned services (including one from Klever) that enable the practices.

 

The not so good:

-        It can seem like a cult to outsiders, often including senior management

-        Like many methodologies, too many people have become purists with it and get so hung up on the details they miss the context and big picture (including some of the trainers)

 

What we have done is to take the principles of KCS and build it into our practice.

-        HP Enterprise got an award from CEO Meg Whitman for knowledge (company-wide award).

o   https://getklever.com/case-study-hpe/

-        Tyler Technologies got 300% productivity improvement and 350% reduction in expected cost in 3 months (no new software), with 2 days onsite

o   https://getklever.com/case-studies/

 

As far as other methodologies go – the closest is probably Kepner Tregoe, but that is more for problem solving than KM.

 

Thank you,


Chuck

 


Thomas Blumer
 

Hi Chuck,

The KCS model is definitely a great model to follow, particularly in support organizations. It is very intuitive and well documented (http://www.serviceinnovation.org/included/docs/kcs_practicesguide.pdf). In addition, many knowledgebase vendors have incorporate the KCS method directly into their solution We used KCS at HP and at QAD and we were very happy with it. The more challenging part is to get buy-in from managers to allot enough time to make KCS, or any other KM method work.

Good luck!

Thomas
________________________________
Dr. Thomas Blumer, D. B. A.
Director Knowledge Management
Phone (805) 566 4561
Mobile (805) 452 5731
tfb@...

QAD Inc.
100 Innovation Place
Santa Barbara, CA 93108
http://www.qad.com  
QAD - Our Passion. Your Advantage.
________________________________


On Wed, Aug 10, 2016 at 8:38 AM, thechuckfarmer@... [sikmleaders] <sikmleaders@...> wrote:
 

Hi All,

 

I wanted to draw from the group well of knowledge with respect to KCS.  I have been told that this is the “best in class” for KM for support organizations.


Could you let me know your thoughts on this statement? Are there alternative organizations to KCS that we should consider?

 

If you have any other pertinent thoughts on this, I would appreciate them.

 

Thank you,


Chuck




Chuck Farmer
 

Hi Bill,

We're building a consolidated KM system for a company with multiple lines of business and clients, and will start to evaluate KCS as a KM framework. 

We do take many technical support calls, but also have customer facing and service contact centres that sell and service both customers and businesses.

I hope this helps.

Thank you,

Chuck