The KCS Methodology

The KCS methodology shifts the perspective of the organizations from maintaining the knowledge by individual or a dedicated group of content creators to an environment where it is an asset maintained by the team. The collective knowledge is captured, content is created and improved to enhance the learning in the organization.

The Methodology of KCS is classified into 2 groups

• Solve Loop o Capture o Structure o Reuse o Improve

• Evolve Loop o Process Integration o Content Health o Performance Assessment o Leadership & Communication

The KCS knowledge articles integrate the customer views, organization and support analyst’s perspectives.

• Issue Statement - Customers Perspective and view about the issue

• Resolution and Cause of issue - Analysts

The Solve loop is event based and it is a representation of the responder responsibilities to resolve a requestor’s issue. This loop is transactional based

The Evolve loop represents the organizational level processes. It is all about the organizational responsibilities in resolving an issue. These responsibilities include the improvement of the maturity of the system and KCS process and support the system. It is the organizational level processes that make the Solve loop more effective.

In the solve loop the responders create and capture the resolution details of an issue in order to create collective organizational knowledge. The use of the KB articles and structure to resolve the issue helps in the speed and accuracy of resolution. It also reduces rework on the issue which might prove to be costly.

The output of the double loop process are the knowledge articles created and the knowledge base.

Capture: In this phase of the Solve loop the requestor (customer's) issue is captured along with the knowledge of the responder. In this way the tacit knowledge of the responder is given a structure and captured in the process of resolving a customer

They can either fix it or flag it for the review of the author. This was the collective experience of knowledge sharing and improving the knowledge base becomes an integral part of the KCS process.

KCS is a real time method of creating and sharing knowledge. The articles are immediately created as part of the process of problem solving and is made visible and accessible to others. This process of capturing is integral to the issue resolution process. It starts with the issue description by the customer and then finally towards the final resolution of the issue. The KCS article gets built along the way of the problem solving process.

So instead of being an additional step, knowledge creation is a by-product of the issue resolution. Main focus is creating articles while the case is being worked on and capturing the knowledge in the process. This integration of the KM with the problem solving process reduces the chances of reworking on an issue which is already solved or being