KCS v6 Practices Guide
The latest and most complete collection of information about how to do Knowledge-Centered Service (KCS®). This description of the KCS Practices and techniques is based on the collective experience of the Consortium members.
(v6 released 21 April 2016. See changes in Appendix A. While we DO NOT recommend downloading this document because it is subject to change at any time, a 210-page, static pdf is available here. Updated 08 June 2023.) To receive updates about significant changes to public KCS resources, sign up for the Consortium newsletter.
A good thing to read first is the KCS Principles and Core Concepts document, published 18 April 2016.
Appendix H was added in the spring of 2023: The "Why" Behind Each Practice
- Section 1 Knowledge-Centered Service
- Section 2 The KCS Practices
- The KCS Article
- The Double Loop Process
- The Solve Loop
- The Evolve Loop
- Practice 5: Content Health
- Technique 5.1: KCS Article Structure
- Technique 5.2: KCS Article State
- Technique 5.3: Developing a Content Standard
- Technique 5.4: Creating Evolve Loop Articles
- Technique 5.5: Archiving Old Articles
- Technique 5.6: Dealing With Legacy Data
- Technique 5.7: Priming the Knowledge Base With New Information
- Technique 5.8: Global Support Considerations
- Technique 5.9: Knowledge Domain Analysis
- Technique 5.10: Content Health Indicators
- Technique 5.11: Self-Service Success
- Technique 5.12: Self-Service Measures
- Practice 6: Process Integration
- Practice 7: Performance Assessment
- Practice 8: Leadership and Communication
- Technique 8.1: Develop and Communicate a Vision
- Technique 8.2: Create a Strategic Framework
- Technique 8.3: KCS Benefits and ROI
- Technique 8.4: Promote Teamwork
- Technique 8.5: Tap into Internal Motivators
- Technique 8.6: Recognition Programs
- Technique 8.7: Communication is the Key
- Technique 8.8: Leadership Accountability to the Knowledge Worker
- Technique 8.9: Leadership and Communication Indicators
- Practice 5: Content Health
- Summary
- About the Consortium
- Appendix A: KCS v6 Update Summary
- Appendix B: Glossary of KCS Terms
- Appendix C: Metrics Matrix
- Appendix D: KCS Roles and Competencies
- Appendix E: Article Quality Quick Reference Guide
- Appendix F: KCS and ITIL
- Appendix G: KCS FAQs
- Appendix H: The "Why" Behind Each Practice
- RIGHT TO USE WITH ATTRIBUTION
- Special Thanks
KCS Practices Guide v6 by Consortium for Service Innovation is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License. Permissions beyond the scope of this license may be available at info@serviceinnovation.org.