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Knowledge-Centered Support Fundamentals

Course Description
Organizations that leverage knowledge and manage it effectively can reduce costly mistakes, accelerate the absorption and distribution of new ideas, and eliminate redundant work. A thriving knowledge management program, one that successfully captures, structures, and reuses information, is a vital component of top performing companies and often provides them with a competitive advantage.

The Knowledge-Centered Support Fundamentals course provides support center supervisors, managers, and directors with an awareness of knowledge management best practices. Additionally, participants are introduced to fundamental concepts of the Knowledge-Centered Support (KCSSM) methodology. This course can also be used to build internal support for a new knowledge management initiative.

KCS is a Service Mark of the Consortium for Service Innovation.

Course Overview
Delivery Methods
Course Calendar

What You Will Learn

  • Knowledge management best practices
  • Knowledge-Centered Support concepts and methodology
  • The value and benefits of adopting Knowledge-Centered Support

Who Should Attend?

  • Technical support or business professionals who want a fundamental understanding of the benefits and processes associated with a knowledge management initiative

Course Outline

Unit 1: What is Knowledge-Centered Support and Why Do We Need It?
The History of Knowledge-Centered Support
The Concepts of KCS
The Benefits of KCS
Proactive versus Reactive Knowledge Management
Unit 2: The Knowledge-Centered Support Model
The Double Loop Process Model
Capture in the Workflow
Structure for Reuse
Searching is Creating
Just-in-time Solution Quality
Workflow
Content Vitality
Unit 3: Wrapping Up the KCS Methodology
Aligning Business Goals and Objectives
Providing Value with KCS
KCS Return on Investment

Virtual Classroom
Member Price: $545 | Price: $595

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.
  • Minimize the impact on your daily schedule by only training two hours a day for three days.
  • Learn only what you need to with targeted, topic-specific courses.
  • Ask questions and interact with the instructor.
Public Classroom
Member Price: $595 | Price: $645

Facilitated by a faculty member, this one-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.

  • Maintain adequate coverage in your support center by staggering training dates.
  • Focus on learning by being out of the office.
  • Structured discussions facilitate networking and learning from real-world experiences.
  • To learn more about public classroom training, contact an account manager or call 800.248.5667.
Read the FAQs.
Onsite
HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.
  • Control class size and pick training dates that accommodate your business schedule.
  • Focus on your organization’s key issues and pain points.
  • Save money. With groups of eight or more, this option is often more cost effective.
  • To learn more about this program, contact an account manager or call 800.248.5667.

Virtual Classroom Schedule

DateLocationCourseRegister
10/26 - 10/28 2010HDI, Virtual ClassroomKnowledge-Centered Support (KCS) FundamentalsRegister
12/14 - 12/16 2010HDI, Virtual ClassroomKnowledge-Centered Support (KCS) FundamentalsRegister

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Don’t see a course time that suits your schedule? Contact your account manager or HDI Partner to discuss your needs.