The Consortium for Service Innovation develops and maintains the KCS methodology.
The KCS Academy is the certifying body for KCS and offers:
KCS is based on a collection of research and academic work. Here are some of the work that was most influential on the development of KCS:
"One More Time: How Do You Motivate Employees?" Herzberg, Frederick. (2003). Boston, MA: Harvard Business Review. (free version pdf at http://apln-richmond.pbwiki.com/f/HerzbergArticle.pdf )
Allee, Verna. The Future of Knowledge. Butterworth-Heinemann, 2002. www.vernaallee.com
Christensen, Clayton M. The Innovator's Dilemma. Harvard Business School Press, 1997. www.claytonchristensen.com
Collins, Jim. Good to Great. Random House Business Books, 2001. www.jimcollins.com
Covey, Stephen R. The 7 Habits of Highly Effective People. Free Press, 1990. www.stephencovey.com
Cross, Rob, and Parker, Andrew. The Hidden Power of Social Networks. Harvard Business School Press, 2004. www.robcross.org
Hagel, III, John, and Brown, John Seely. The Only Sustainable Edge. Harvard Business School Press, 2005. www.edgeperspectives.com
Hamel, Gary with Breen, Bill. The Future of Management. Harvard Business School Press, 2007. www.garyhamel.com/
Kaplan, Robert S., and Norton, David P. The Balanced Scorecard: Translating Strategy into Action. Harvard Business School Press, 1996. www.balancedscorecard.org
Kay, David B., and Tourniaire, Francoise. Collective Wisdom: Transforming Support with Knowledge. Help Desk Institute, 2006. www.collectivewisdomthebook.com
Kepner, Charles H., and Tregoe, Benjamin B. The Rational Manager: A Systematic Approach to Problem Solving and Decision Making. Kepner-Tregoe Inc., 1976. www.kepner-tregoe.com
Lencioni, Patrick M. The Five Dysfunctions of a Team: A Leadership Fable. Jossey-Bass, 2002. www.tablegroup.com
Nonaka, Ikujiro, and Takeuchi, Hirotaka. The Knowledge Creating Company: How Japanese Companies Create the Dynamics of Innovation. Oxford University Press, 1995.
Pink, Daniel, Drive: the surprising truth about what motivates us
Reichheld, Frederick F. Loyalty Rules. Harvard Business School Press, 2003. www.loyaltyrules.com
Snowden, David, Complex Acts of Knowing, Journal of Knowledge Management, v. 6 (May 2002), p. 100-111. www.kwork.org/Resources/snowden.pdf
Sterne, Jim. Web Metrics: Proven Methods for Measuring Web Site Success. Wiley, 2002. http://www.targeting.com/book5.html
Wheatley, Margaret. Leadership and the New Science, Berrett-Koehler Publishers, 1992. www.margaretwheatley.com
Zuboff, Shoshana, and Maxmin, James. The Support Economy. Penguin Books, 2002. www.thesupporteconomy.com
The KCS methodology is synergistic with the following practices.