Treat your KCS Implementation as a Program – Not a Project
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Treat your KCS Implementation as a Program – Not a Project

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…

Building a Knowledge Sharing Culture with KCS
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Building a Knowledge Sharing Culture with KCS

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…