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Consortium for Service Innovation

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. To be notified of ongoing updates to this document, please send an email to the Consortium. Registration is required to receive update notifications; see "Register" button in the upper right hand corner.  While we DO NOT recommend downloading this document because it is subject to change at any time, a 214-page, static pdf is available here. Updated 18 Feb 2021.)

A good thing to read first is the KCS Principles and Core Concepts document, published 18 April 2016.

Creative Commons License
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

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