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References and Resources

KCS Resources

The Consortium for Service Innovation develops and maintains the KCS methodology.

The KCS Academy is the certifying body for KCS and offers:

  • KCS certification for people
  • KCS Certified Trainers who provide training and adoption services
  • KCS Verified program for tools that demonstrate comprehensive functionality and the technology platform that enables all eight KCS Practices
  • KCS Aligned program for tools and services that enhance a specific KCS Practice or technique

Academic Foundation of KCS 

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:

  • Agile principles
  • The Medici Effect
  • Group Genius
  • The Cynefin model
  • Deming principles
  • Double loop learning
  • Autonomic systems

 

"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 

Synergies

The KCS methodology is synergistic with the following practices.

  • ITIL
  • Agile
  • Kepner-Tragoe
Viewing 1 of 1 comments: view all
We've also seen strong synergy with Lean, especially the elimination of waste (muda) and the way that measures are used to foster an ongoing conversation. For example, see how many kinds of "deadly waste" KCS can avoid: http://www.systems2win.com/LK/lean/7wastes.htm
Posted 14:22, 13 May 2016
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19:27, 13 May 2016

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