KCS v6 Trainer Certification
Why it is dangerous to put goals on KCS activities or over emphasize the
leading indicators. - Correct Answer ✔️✔️They do not correlate
to value
They are easy to manipulate
Corrupts the knowledge base
Examples of lagging indicators for customer support. - Correct Answer
✔️✔️Success with self service
AQI
,PAR
Value creation indicators for individuals
Communication and effectiveness indicators
WIIFM indicators
How we determine who is creating value in a KCS environment (the
concept). - Correct Answer ✔️✔️We measure from multiple
perspectives - triangulation - up to 5-7 perspectives
GPS story from the Adoption Guide. Phones need signals from 5-7
satellites to provide useful location.
, Examples of leadership's responsibility to motivate knowledge workers
to do KCS. - Correct Answer ✔️✔️Define a vision and purpose
Define WIIFM for knowledge workers - achievement, recognition,
autonomy
Communicate the purpose and WIIFM to drive engagement.
Ensure stakeholders have clear and timely visibility into the impact of
their contribution
Recognize both individual and team contributions and results
Elements of the KCS practices that contribute to article consistency and
quality. - Correct Answer ✔️✔️Content standard
Why it is dangerous to put goals on KCS activities or over emphasize the
leading indicators. - Correct Answer ✔️✔️They do not correlate
to value
They are easy to manipulate
Corrupts the knowledge base
Examples of lagging indicators for customer support. - Correct Answer
✔️✔️Success with self service
AQI
,PAR
Value creation indicators for individuals
Communication and effectiveness indicators
WIIFM indicators
How we determine who is creating value in a KCS environment (the
concept). - Correct Answer ✔️✔️We measure from multiple
perspectives - triangulation - up to 5-7 perspectives
GPS story from the Adoption Guide. Phones need signals from 5-7
satellites to provide useful location.
, Examples of leadership's responsibility to motivate knowledge workers
to do KCS. - Correct Answer ✔️✔️Define a vision and purpose
Define WIIFM for knowledge workers - achievement, recognition,
autonomy
Communicate the purpose and WIIFM to drive engagement.
Ensure stakeholders have clear and timely visibility into the impact of
their contribution
Recognize both individual and team contributions and results
Elements of the KCS practices that contribute to article consistency and
quality. - Correct Answer ✔️✔️Content standard
