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HDI; Knowledge Centered Service (KCS) Exam
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HDI; Knowledge Centered Service (KCS) Exam2024-2025
What is KCS based On? - ANSWER The Double Loop Process
(academic concept)
Concept of knowledge from a few for the use by many.
Many-to-many model that it is demand-driven and self-correcting.
Define Knowledge Centered Service (KCS) - ANSWER
Principle-based METHODOLOGY that seeks to Reuse, Improve, &
Create Knowledge in the support service delivery process.
A means of collaboration.
NOT something we do in addition to solving problems; rather, KCS
becomes the way we solve problems.
About people and process first, enabled by technology (tools).
4 KCS Principles - ANSWER 1. Abundance (share more, learn more)
2. Create Value (work tasks, think big-pic)
3. Demand Driven (knowledge is a by-product of interaction)
4. Trust (engage, empower, motivate)
Explain a KCS Principle - ANSWER Underlying beliefs & behaviors
that serve as a foundation and tell you 'Why' we do what we do
(rather than 'how').
Explain a KCS Practice - ANSWER Based on 1 or more techniques
and are organized by what we need to do.
The practices are the application or use of the principles & core
concepts in organizing activities.
Practices help:
,---Help organize the techniques
---Include examples of how to do things (IE. implementing a balanced
scorecard or value footprint) and are applicable across multiple
techniques or functions (IE. tech support, HR, financial services).
Basically, it's the use of principles & core concepts in organizing
activities and what we need to do.
Describe Techniques - ANSWER Describe activities or 'how' we do
things.
They are detailed actions on what we need to do.
Techniques may include skills needed to complete the technique or
identify the efficient manner of doing/achieving something.
Techniques are at a more granular level of detail than a practice.
A collection of techniques make-up a KCS Practice.
Knowledge Articles - ANSWER Collective experience of the
organization in solving issues & answering questions.
Articles can cover a variety of issues:
---Usage or 'how to'
---Configuration
---Interoperability
---Performance
---Defects
---Procedural
---Diagnostic information.
Explain a Core Concept - ANSWER Based on 1 or more principles &
are more specific/ numerous than the principles.
10 KCS Core Concepts - ANSWER 1. Transformation & Continuous
,Improvement
2. Buy-in @ All Levels
3. Leadership is Required
4. Collective Experience
5. Collective Ownership
6. Seek 2 Understand before Seeking 2 Solve
7. Sufficient to Solve
8. Knowledge Integration
9. Coaching for Success
10. Assess Value
Describe the Core Concept of Transformation & Continuous
Improvement - ANSWER Involves a double loop process (A (Solve)
& B (Evolve) Loops)))
A (Solve) Loop: activity of getting work done; is often Reactive in that
activity is triggered by an event or interaction.
B (Evolve) Loop: Defines the A loop and is also Reflective. Is a
process of continuous improvement for the A loop and the output of
the A loop.
---B loop activities assess the health of the system by analyzing
patterns/ trends that emerge from a collection of A loop activities and
outputs, and identify opportunities for improvement.
Describe the Core Concept of Buy-in at All Levels - ANSWER
Maximizes the autonomy of all stakeholders to understand, believe,
and choose to contribute.
Key motivational factor in a knowledge-centric environment is the
sense of autonomy/control.
Leaderships Goal:
, ---create an environment where people choose to help and feel good
about contributing their knowledge.
---an environment where the purpose is clear and people are bought
into that purpose.
-------When representatives understand/believe in the purpose and
values of the organization, and trust their leadership and the people
they work with, they will make good judgement about when to reuse,
improve, or create knowledge articles.
Describe the Core Concept of Leadership is Required - ANSWER
For a successful KCS adoption, leadership must drive the
organizational change and create/sustain the demand for
engagement.
Key areas where leadership is required:
---Create a Vision (that relates the value of KCS to the key
stakeholders (IE. Compelling purpose statement (simple value
statement that stresses the importance and triggers emotions),
Mission statement (how the org. will achieve the compelling purpose
statement), Explicit values (behaviors the org. & its ppl aspire to in
achieving the purpose), the brand promise (value attributes to the
Customers or those who the org. serves)))).
---Encourage Trust (in knowledge workers and their good judgement
in achieving and aligning with the orgs. purpose, values, and brand
promise.
---Value employees for their: Knowledge & ability to follow
instructions, good judgement, lifelong, learning, collaboration,
quality creation & reuse of knowledge.
---Measure customer success & value (Provide visibility of the
contribution of value by knowledge workers)
---Continuously improvement of technology integration including
performance and functionality to ensure technology supports
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