With gratitude and appreciation to the members of the
Consortium for Service Innovation.
KCS v5.3 is based on eighteen years of collective thinking, investment, experimentation, and insight.
The journey started in 1992 with the simple premise -
"What if we could capture, structure and reuse the support experience?"
It is impossible to recognize all the contributors to the collective effort of developing and validating the KCS practices over the past 18 years. The early work on the KCS concepts and design was facilitated and documented by John Chmaj and Livia Wilson.
With continued focus and support from the Consortium members the practices continue to evolve. Version 5.3 of the KCS Practices Guide reflects the latest member experiences.
We extend special appreciation and gratefully acknowledge the members of the
KCS Publisher Certification Committee who provided direction and review on version 5.1 through 5.3 updates:
Arfinn Austefjord Jennifer MacIntosh
Greg Oxton Cheryl King
Jennifer Crippen Devra Struzenberg
Amy Dotson Dave Thorp
Melissa George Jan Young
KCS v5.3 was written and edited by Melissa George, David Kay,
Greg Oxton, Rick Joslin, Jennifer MacIntosh, and Kelly Murray.
For a summary of the updates that were made in v5.3 please see Appendix A