Duration
3 days
Overview
This certification is for those individuals who want to demonstrate that they understand Knowledge-Centered Service (KCSSM) practices and how they provide value. This certification ensures a consistent understanding of the KCS methodology for everyone in the organization.
Organizations that leverage knowledge and manage it effectively can reduce costly mistakes, accelerate the implementation of new ideas, and eliminate redundant work. A thriving knowledge management program, one that successfully captures, structures, and reuses information, is a vital component of top-performing companies and often provides them with a competitive advantage.
In this course, you will gain an awareness of knowledge management best practices and be introduced to the fundamental concepts of the KCS methodology. This course can be used to build internal support for a new knowledge management initiative.
Related course: KCS Principles is a three-day course that covers the content of the KCS Foundation course in more depth as well as how to successfully implement KCS.
KCS is a service mark of the Consortium for Service Innovation.
What You Will Learn
- Knowledge management best practices
- Knowledge-Centered Service concepts and methodology
- The value and benefits of adopting Knowledge-Centered Service
Who Should Attend?
- Technical support or business professionals who want a fundamental understanding of the benefits and processes associated with Knowledge-Centered Service
- Individuals who are preparing for the KCS Foundation certification exam
Course Outline
- The History of Knowledge-Centered Service
- The Concepts of KCS
- The Benefits of KCS
- Proactive versus Reactive Knowledge Management
- The Double Loop Process Model
- The Solve Loop
- The Evolve Loop
- Performance Assessment
- Leadership
- Return on Investment
Certification Exam
The certification exam is included with training purchased directly from HDI. The exam must be completed within 12 weeks of purchase.
The certification exam is based on the Certification Standard and is delivered online through the HDI Learning Center.
This exam consists of 30 multiple choice questions and must be completed in 35 minutes. A minimum score of 70 percent is required to pass this certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.
Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees
Programme scope, delivery arrangements and suitability are confirmed during enquiry.