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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. 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

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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