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Knowledge-Centered Service (KCS - Consortium for Service Innovation Knowledge-Centered Service (KCS) is an open-source approach that transforms how you harness and leverage knowledge for your organization Empower anyone to contribute to valuable content that improves employee and customer experience KCS enables teams to: Answer questions quickly with the latest collective knowledge Focus on new issues by optimizing self-service for known issues Drive data
KCS Principles and Core Concepts - Consortium for Service Innovation KCS creates tremendous value for any information- or knowledge-intensive business Four fundamental Principles and the ten Core Concepts form the foundation of KCS While KCS Practices can seem prescriptive, the techniques listed there are offered as an example of how some organizations have successfully adopted the methodology
Knowledge-Centered Service (KCS) v6 - Consortium for Service Innovation The KCS® methodology is a registered service mark of the Consortium for Service Innovation Members of the Consortium for Service Innovation have generously provided the following resources for your personal use with attribution as described in this article
KCS Training - Consortium for Service Innovation KCS Training The Consortium for Service Innovation is the source for Knowledge-Centered Service (KCS®) resources and the only authorized certifying body for KCS
Consortium for Service Innovation The KCS v6 Adoption Transformation Guide complements the KCS Practices Guide and the Measurement Matters paper The Adoption Guide is the accumulation of twenty years of experience by the staff of the Consortium for Service Innovation This guide provides a step-by-step approach for planning a KCS adoption
KCS Experience Resources - Consortium for Service Innovation KCS Case Studies for how many organizations have been successful with KCS KCS Intro powerpoint deck Benefits Calculator - download to calculate your company's potential benefits See KCS Methodology Ownership Attribution to give appropriate credit when referencing KCS methodology
KCS Unlocks Hidden Knowledge - Consortium for Service Innovation Knowledge-Centered Service (KCS) was developed by focusing on knowledge as a valuable organizational asset and asking: How can we operationalize knowledge-sharing to gain the most value for customers, employees, and the business?
KCS Principles - Consortium for Service Innovation KCS Principles Last updated Jul 14, 2025 Save as PDF There are four foundational principles for KCS methodology: Abundance: Share more, learn more Create Value: Work tasks; think big picture Demand Driven: Knowledge is a by-product of interaction Trust: Engage, empower, motivate
Section 1 Knowledge-Centered Service The KCS Practices Guide focuses on the how; this document describes the best we know to-date about how to make KCS work While KCS v6 uses the same acronym as previous versions of the methodology, we have updated the name from Knowledge-Centered Support to Knowledge-Centered Service