| Course Description
This three-day course will provide a set of practical steps for capturing, storing, and successfully reusing mission-critical knowledge that will shift your support center from a call-centric model to a knowledge-oriented one. |
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What You Will Learn:
- How to create and maintain quality, easy-to-find content
- Ways to motivate use of the knowledge base
- Strategies to minimize investments and maximize return
- How to articulate the value of knowledge management
- Common pitfalls to avoid
Course Outline
Unit 1: The KCS Process (What and Why)
Section 1: Introduction
Maximizing Your Learning Experience
About HDI and Customer Satisfaction Index Service
Exercise: Business Goals?
Exercise: Letter Body Parts
Section 2: What is KCS?
Double Loop Process
The Solve Loop
The Evolve Loop
Exercise: Process Change – the KooschTM Ball
Unit 2: How to Implement KCS
Keys to a Successful Adoption
Section 1: Strategic Framework
Defining toe Objectives
Section 2: Content Vitality
The Concept of a Solution
Example: The Solution Elements in Practice
Solution Life Cycle
Managing Solution Quality
Section 3: KCS Roles and Responsibilities
Exercise: Characteristics of a Coach
Section 4: Workflow/Process Considerations
Structured Problem Solving (SPS)
Workflow and Technology
Solution Viability
Section 5: Performance Assessment
A framework for Performance Assessment
Exercise: Performance Measurement Scenarios
Summary of a Performance Assessment
Section 6: Leadership
Motivators
Section 7: Communications Plan
Communications is the Key
Exercise: Communication Strategies
Exercise: FAQs and Objections
Unit 3: Adoption Roadmap
KCS Adoption Program
Unit 4: Summary of the KCS Transformation
Who Should Attend:
- IT support professionals that are responsible for service improvement
This is a wonderful opportunity to receive your Knowledge Management Foundations Certification and then attend our one-of-a-kind annual HEAT User Conference in Savannah, GA. |
