KCS By Any Other Name… is Still Just Good KM Knowledge management (KM) is an essential aspect of any organization, regardless of whether it strictly adheres to the framework of Knowledge-Centered Services (KCS) or not. The ultimate goal of good KM practices is to ensure that content is healthy, well-organized, governed properly, and that appropriate…
Treat your KCS Implementation as a Program – Not a Project Why Treat KCS as a Program? The general definition delineating a project vs program is relatively simple: there’s no defined END to a program, whereas projects have explicitly defined end states. Similarly, in Knowledge-Centered Services (KCS), we don’t have an end to what we…
The Top Five Minimum Viable Pieces for a Successful KCS Implementation As a prior member of the Consortium for Service Innovation, I’ve had the opportunity to participate in some great discussions about what the core pieces of a successful KCS implementation really are. After reflecting on these discussions, I’ve come up with my own list…
Building a Knowledge Sharing Culture with KCS With my experience building, implementing, rebooting, and supporting KCS programs, I’ve come to a few realizations along the way. One of which is that the organization’s culture will make or break any adoption, and that leads to further failed self-service initiatives. So I want to share some of…
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