KCS v6, Chapter 1: Core Concepts
Question and answers verified to pass
2025/2026
Define Knowledge Centred Service - correct answer ✔KCS is a proven methodology based on 4
principles and 10 core concepts for integrating the use, validation, improvement, and creation of
knowledge in the workplace. KCS is:
- A principle based methodology.
- A methodology that seeks to reuse, improve, and create knowledge in the support service delivery
process.
- A means of collaboration.
- Not something we do in addition to solving problems, rather, kcs becomes the way we solve problems.
- About people and process first, enabled by technology (Tools).
Explain what Knowledge Centered Service is based on. - correct answer ✔KCS is based on:
- The concept of knowledge from a few for the use by many.
- Many to many model that is demand driven.
- The academic concept of double loop learning.
Identify the four KCS principles - correct answer ✔The four KCS principles are:
1. Abundance - Share more, learn more.
2. Create value - Work tasks, think big picture.
3. Demand driven - Knowledge is a by-product of interaction.
4. Trust - Engage, empower, motivate.
, Explain a KCS principle - correct answer ✔KCS principles are underlying beliefs and behaviors that serve
as the foundation for the KCS practices. Principles tell you why (rather than how) we are doing what we
do.
Explain a KCS core concept. - correct answer ✔A KCS core concept is based on one or more principles.
Core concepts are more specific and more numerous than the principles.
Explain a KCS practice. - correct answer ✔KCS practices are based on one or more techniques and are
organized by what we need to do. The practices are the application or use of the principles and core
concepts in organizing activities. KCS practices:
- Help organize the techniques (how).
- Include examples of how to do things (ie., implementing a balanced scorecard or value footprint) and
are applicable across multiple techniques or functions (ie., tech support, HR, financial services.)
Describe a KCS technique. - correct answer ✔Techniques describe activities or how we do things. They
are the detailed actions on what we need to do. Techniques may include the skills needed to complete
the technique or identify the efficient manner of doing / achieving something.
Techniques are at a more granular level of detail then a practice. A collection of KCS techniques make up
a KCS practice.
Identify the 10 KCS Core concepts - correct answer ✔The ten KCS core concepts are:
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 resolve.
7 - Sufficient to solve.
Question and answers verified to pass
2025/2026
Define Knowledge Centred Service - correct answer ✔KCS is a proven methodology based on 4
principles and 10 core concepts for integrating the use, validation, improvement, and creation of
knowledge in the workplace. KCS is:
- A principle based methodology.
- A methodology that seeks to reuse, improve, and create knowledge in the support service delivery
process.
- A means of collaboration.
- Not something we do in addition to solving problems, rather, kcs becomes the way we solve problems.
- About people and process first, enabled by technology (Tools).
Explain what Knowledge Centered Service is based on. - correct answer ✔KCS is based on:
- The concept of knowledge from a few for the use by many.
- Many to many model that is demand driven.
- The academic concept of double loop learning.
Identify the four KCS principles - correct answer ✔The four KCS principles are:
1. Abundance - Share more, learn more.
2. Create value - Work tasks, think big picture.
3. Demand driven - Knowledge is a by-product of interaction.
4. Trust - Engage, empower, motivate.
, Explain a KCS principle - correct answer ✔KCS principles are underlying beliefs and behaviors that serve
as the foundation for the KCS practices. Principles tell you why (rather than how) we are doing what we
do.
Explain a KCS core concept. - correct answer ✔A KCS core concept is based on one or more principles.
Core concepts are more specific and more numerous than the principles.
Explain a KCS practice. - correct answer ✔KCS practices are based on one or more techniques and are
organized by what we need to do. The practices are the application or use of the principles and core
concepts in organizing activities. KCS practices:
- Help organize the techniques (how).
- Include examples of how to do things (ie., implementing a balanced scorecard or value footprint) and
are applicable across multiple techniques or functions (ie., tech support, HR, financial services.)
Describe a KCS technique. - correct answer ✔Techniques describe activities or how we do things. They
are the detailed actions on what we need to do. Techniques may include the skills needed to complete
the technique or identify the efficient manner of doing / achieving something.
Techniques are at a more granular level of detail then a practice. A collection of KCS techniques make up
a KCS practice.
Identify the 10 KCS Core concepts - correct answer ✔The ten KCS core concepts are:
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 resolve.
7 - Sufficient to solve.
