Knowledge-Centered Support Fundamentals | Technical Service and Support
 
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Knowledge-Centered Support Fundamentals


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Member price: $295
List price: $345
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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.

Interested in a different Knowledge-Centered Support course?

KCS is a service mark of the consortium for service innovation.

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 Knowledge-Centered Support

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 KCS Methodology: The Knowledge-Centered Support Model

  • The Double Loop Process Model
  • The Solve Loop
  • The Evolve Loop

Unit 3: Wrapping Up the Knowledge-Centered Support Methodology

  • Performance Assessment
  • Leadership
  • Return on Investment
Calendar

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.
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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 1.800.248.5667.

View the Public Classroom FAQs.

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Online Course

Member Price: $295 | Price: $345

Online, self-paced training allows student to train at their own speed, permitting them to concentrate on areas of specific need. Students can train from any computer with Internet access, and the course takes about 4-6 hours to complete.

  • Learn virtually anytime, anyplace, and at any pace.
  • Online training is the most cost effective means for employees to achieve certification particularly for companies with remote employees or multiple office locations.
  • Ramp up employees quickly. Courses can be activated in as short as 24 hours.

Once registered for an online course, you have 12 weeks to access the course. A 28-day extension is available for an online course for a fee of $50. Contact the HDI Customer Care Center at 800.248.5667.

View the Online Course Demo to learn more about the self-paced learning option.

View the Online Course FAQs.

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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 1.800.248.5667.
Date Location Course Member
Price 		Price
8/13 - 8/15/13 HDI , Virtual Classroom Knowledge-Centered Support (KCS) Fundamentals $495 $545 Show class details
Price shown above includes a $50 Early Bird discount that will expire on July 03, 2013.
12/10 - 12/12/13 HDI , Virtual Classroom Knowledge-Centered Support (KCS) Fundamentals $495 $545 Show class details
Price shown above includes a $50 Early Bird discount that will expire on October 30, 2013.
 

HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your Account Manager or find an HDI Partner to discuss your needs.


HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description

Need a solution for training many people in multiple locations?

HDI's online training is the answer.

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