KCS v6 Aligned Instructions

For both Tools and Services

• Review the KCS v6 Aligned Instructions.
• Obtain KCS v6 Practices Certification from the Consortium for Service Innovation. The representative from the candidate company who will be conducting the demo tool’s capability or will be providing the definition of services must hold a KCS v6 Practices Certification.
• Complete the KCS v6 Aligned Application form and submit the Application fee (fees outlined here).

KCS v6 Aligned for Tools

1. Complete Self-Assessment Worksheets and email them to support@serviceinnovation.org. (To do this, select File > Make a copy… or Download as to Excel)
2. Schedule and conduct online demo of functionality
3. Complete the KCS v6 Aligned Designation form (includes submitting the Designation fee and signing and returning the License Agreement and Logo Usage Style Guide)
4. Download logos, publish and market KCS v6 Aligned product
5. Annual Aligned renewal is required (complete renewal form here)

KCS v6 Aligned for Services

1. Submit materials that demonstrate how the service aligns with the KCS Principles and Practices:
   1. For services, this should be a generic statement of work and relevant deliverables
   2. For workshops, this should include the learning objectives, agenda, and presentation materials
2. Complete the KCS v6 Aligned Designation form (includes submitting the Designation fee and signing and returning the License Agreement and Logo Usage Style Guide)
3. Download logos, publish and market KCS v6 Aligned service
4. Annual Aligned renewal is required (complete renewal form here)

What is KCS (Knowledge-Centered Service)?

Knowledge-Centered Service is a proven, vendor-neutral methodology that was developed and put to the test by the members of the not-for-profit Consortium for Service Innovation. The membership is made up of a collection of leading customer support organizations. The goal of KCS is to capture and structure an interaction and reuse the knowledge gained. The result is improved operational efficiency, employee moral, and customer satisfaction. KCS is not about technology, but about the principles and practices that have to surround the technology in order to be successful. Consortium members continue to hone the KCS processes. Meanwhile, they and many other support organizations are adopting these proven practices.

Benefits of KCS v6 Aligned for the Vendor

If achieved, the KCS v6 Aligned designation will let potential clients know that your tool or service contributes to the implementation, adoption, and long term success of KCS v6 best practices. Further, the applicant will receive license to use the KCS service mark and be able to use the KCS v6 Aligned designation in marketing and promotional materials related to the specific tool. Applicants will be provided a brief endorsement from the Academy for use on the tool or service’s marketing materials and/or web site. The name, endorsement, and link to the company/product web site will be included on the KCS Aligned web page on the KCS Academy's web site.

Eligible Types of Products and Services for KCS v6 Aligned

There are a wide range of products and services that support KCS adoption and success and are therefore candidates for the KCS v6 Aligned designation. 

Examples of tools include but are not limited to:

• Tools that support elements of the Solve Loop: search, capture, structure, improve, reuse
• Functionality that supports the Content Standard Checklist (formerly AQI) or the PAR (Process Adherence Review)
• Reporting and dashboard functionality
• Technology that supports the Evolve Loop capabilities: pattern recognition and data mining

Examples of KCS services include but are not limited to:

• Assessment
• Design session
• Change management or program management
• Tools evaluation and selection
• Tool customization, configuration, and implementation
• Self-service assessment and design
• Training (if it is not offered as a Consortium workshop by KCS Certified Trainers)

KCS v6 Aligned Pricing*

* plus any applicable taxes

KCS Community Rules of Conduct

Do No Harm: Be responsible and don't misrepresent yourself, claim false credentials or expertise, or give advice in a way that might cause someone harm. Don't incite or advocate harmful, derogatory or illegal practices.

Most of what the Consortium for Service Innovation and the KCS Academy Inc. creates is offered with a "right to use with attribution" agreement. Two exceptions to the right to use with attribution are the licensed materials for the KCS workshops and the contents of the Certification Exams. "Do No Harm" includes do no harm with respect to the integrity of the licensed materials and the value of the Certification Exams. You agree not to copy, distribute or discuss the questions and/or answers on any of the Academy's Certification Exams or in any way diminish the value and integrity of the Certification programs.

Sunshine Rule: Don't do anything that you would be embarrassed about having covered in an article on the front page of the Wall Street Journal. And, if in doubt, don't.

Communications: This is your network. Most people have a common-sense feel for what is and what is not appropriate in the network and generally the network polices itself.  The following boundaries of acceptability or ground rules are offered for reference should the need arise.

Offensive Messages: Messages personally attacking, calling names, or otherwise harassing or being disparaging to another member, or any ethnic or religious group will be deleted. Offensive and/or vulgar language is not appropriate.

Adult Content/Illegal Activity: Messages containing sexually oriented or suggestive dialog, content, or links to such will be deleted. Messages with links to or suggesting illegal activity will also be deleted. Either could result in loss of access to the network.

Religious and Political Topics: These topics generally just cause bad feelings and do not align with the intent of the KCS network.

Other: The Academy will make an effort to remove ANY objectionable content in a reasonable time. We reserve the right to remove any content without providing a reason.

Vendor Specific Rules: There are vendors and consultants who have products and services that may help people resolve issues or increase their success with KCS. These vendors and consultants are welcomed and encouraged to participate in the discussions. Product features or service offerings may be discussed in response to an inquiry, however, to avoid the intrusion of overt sales messages in network interactions vendors are asked to:

• Restrict postings to responses to customer inquiries which may be directly resolved by your product, and please indicate specifically how your product or service may resolve the issue.
• Exploiting (spamming) the members of the network for personal or company gain will not be tolerated.
• Clearly specify your vendor affiliation (with more than just an email address please).
• Do not discuss pricing or purchase requirements. Instead, engage outside the KCS network via -mail, phone, or your web site.

Most vendors currently participating add value, but failure to adhere to any of these rules will result in content being deleted and possible loss of access to the KCS network. (Not to mention the bad image inappropriate behavior will create for your company.)

Lack of adherence to these rules of conduct will be grounds for loss of certification status and exclusion from the KCS network at the KCS Academy's discretion.