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Consortium for Service Innovation

Activities for Leveraging the Knowledge Base

The KCS Council evaluates the maturity of the KCS program using the indicators from this guide. When the knowledge base has become a valuable resource to the organization for learning and for solving known issues faster and more consistently, other opportunities for the organization start to come into focus.

There are a number of important activities in Building Proficiency: 

  • KCS Council focus expands to include continuous improvement activities 
  • Focus on Self-Service
  • Launch the Knowledge Domain Analysis Program
  • Introduction of new measures 

KCS Council

As a knowledge domain moves from Adopting in Waves to Building Proficiency, the focus of the KCS Council for that domain expands to include developing KCS proficiency and the Solve Loop activities as well as driving continuous improvement and leveraging knowledge through the Evolve Loop activities.

In large organizations with multiple domains, this means the KCS Council will most likely need to support domains that are in different phases at any one point in time. 

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