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 KCS
Foundation 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.
COURSE TOPICS:
SESSION 1 : WHAT IS KNOWLEDGE-CENTERED SUPPORT AND WHY DO WE NEED
IT?
● The History of Knowledge-Centered
● Support (KCS)
● The Concepts of KCS
● The Benefits of KCS
● Proactive versus Reactive Knowledge Management
SESSION 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
SESSION 3
● Wrapping Up the KCS Methodology
● Performance Assesment
● Leadership
● Return on Investment
● Conclusion Register
LEARNING GOALS:
● Knowledge Management Best Practices.
● Knowledge-Centered Support concepts and methodology.
● The value and benefits of adopting Knowledge-Centered
Support.
COURSE AGENDA:
DAY 1
● Session 1: What is Knowledge-Centered Support and Why Do
We Need It?
● The History of Knowledge-Centered
● Support (KCS)
● The Concepts of KCS
● The Benefits of KCS
● Proactive versus Reactive Knowledge Management
● Session 2
● The Knowledge-Centered Support Model
DAY 2
● The Double Loop Process Model
● Capture in the Workflow
● Structure for Reuse
● Searching is Creating
● Just-in-time Solution Quality
● Workflow
● Content Vitality
DAY 3
● Session 3
● Wrapping Up the KCS Methodology
● Performance Assesment
● Leadership
● Return on Investment
● Conclusion Register
WHO CAN ATTEND?
Technical support or business professionals who want a fundamental
understanding of the benefits and Processes associated with a
knowledge Management initiative.
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11/06/2020 Last update