KCS Study Guide questions with correct answers

KCS Study Guide questions with correct
answers

KCS stands for... - CORRECT ANSWERS ✔✔Knowledge Centered Services (we
have updated the name from Knowledge-Centered Support to Knowledge-
Centered Service.)



KCS is... - CORRECT ANSWERS ✔✔a proven methodology for integrating the
use, validation, improvement, and creation of knowledge into the workflow.



Inherent to KCS methodology is - CORRECT ANSWERS ✔✔it is a process of
continued improvement based off the experience of those doing the work and
patterns of knowledge reuse (KCS is demand driven and self correcting)



KCS is a ____ to _____ model - CORRECT ANSWERS ✔✔many to many



4 KCS Principles - CORRECT ANSWERS ✔✔1. Abundance

2. Create Value

3. Demand Driven

4. Trust



10 KCS Core Concepts - CORRECT ANSWERS ✔✔1) Transformation and
Continuous Improvement

2) Buy-In At All Levels

,3) Leadership is Required

4) Collective Experience

5) Collective Ownership

6) Seek to Understand Before Seeking to Solve

7) Sufficient to Solve

8) Knowledge Integration

9) Coaching for Success

10) Assess Value



3 Benefits of KCS - CORRECT ANSWERS ✔✔1. Operational Efficiency

2. Self Service Success

3. Organizational Learning and Improvement

*(The aggregate impact of these three benefits results in reducing the ratio of
our operating costs to revenue (or costs per individual being served) while at
the same time improving the success and productivity of those being served.)



What is operational efficiency? - CORRECT ANSWERS ✔✔A benefit of KCS:
The degree to which an organization can build a knowledge centered culture &
an infrastructure that facilitates interaction and improves/captures knowledge
from those interactions (as well as getting work done). The collective
experience will always be more accurate that any individuals



What is Self Service Success? - CORRECT ANSWERS ✔✔A benefit of KCS:
The goal is to provide knowledge that is known (captured and findable) to
those who need it at the moment of need

,What is organizational learning and improvement? - CORRECT ANSWERS
✔✔A benefit of KCS: The ability to identify and prioritize and improve our
process. Analyze patterns/trends that emerge from the reuse of knowledge and
take action



Define Knowledge - CORRECT ANSWERS ✔✔Knowledge in KCS is
"information upon which I can act". KCS seeks to capture knowledge (the
collective experience of the organization) in ways that others can use or act on



Knowledge Base - CORRECT ANSWERS ✔✔Contains potential knowledge
because the usefulness of the information depends on the context, experience
and need of the person looking at it



What are the attributes of knowledge - CORRECT ANSWERS ✔✔Knowledge
is:

- gained through interaction and experience

- constantly changing

- never 100% complete or accurate

- validated through use, experience and interaction (NOT by subject matter
experts)



KCS represents a shift in thinking to... - CORRECT ANSWERS ✔✔Individual
to Team

Activity to Value Creation

Completion to Evolution

, Escalation to Collaboration

Content to Context

Knowing to Learning and Sharing



What are the steps of a solve loop? - CORRECT ANSWERS ✔✔1. Capture 2.
Structure 3. Reuse 4. Improve



What are the steps of an Evolve Loop? - CORRECT ANSWERS ✔✔1. Process
integration 2. Content Health 3. Performance Assessment 4. Leadership and
Communication



What are the two reinforcing loops in KCS methodology? - CORRECT
ANSWERS ✔✔Solve Loop and Evolve Loop



What is the focus of the "Planning and Design" phase of adoption of KCS? -
CORRECT ANSWERS ✔✔Build tools required for successful adoption

Gather baseline measurements

Set realistic internal and external expectations



What is the focus of the "Adopting" phase in the adoption of KCS - CORRECT
ANSWERS ✔✔Create internal understanding and excitement through initial
competency -

Establish internal reference-ability