NZ$1,897.50 – NZ$2,185

KCS® v6 Practices Workshop & Certification Exam - W-F July 10-12 '19 AUCKLA...

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Auldhouse

Three Lamps Centre

338 Ponsonby Road

Auckland, 1011

New Zealand

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Description

This workshop is intended for practioners wishing to become KCS v6 Practices certified and for those planning to launch Knowledge-Centered Service (KCS®), or fine-tuning KCS practices. This intensive 3 Day KCS v6 Practices Workshop will provide the needed insights and skills for leading teams toward KCS practice maturity. This workshop will also prepare you for the KCS v6 Practices Certification exam (although it does not guarantee your success).

Instructor: Beth Coleman, KCS Certified Trainer.

Days One and Two: 9:00 a.m - 4:00 p.m.

Day Three: 9:00 - 12:30 p.m. Review exercises, exam prep. 1:30 - 3:30 p.m. Certification Exam

Morning and Afternoon Tea/Coffee and Lunch included.

Knowledge-Centered Service, or KCS®, is a methodology designed to integrate knowledge capture, improvement and reuse directly into support operations.

During this workshop, participants will learn:
* An understanding of the key deliverables required to implement KCS
* Best practices for measuring knowledge activity, performance, and value
* Techniques for ensuring knowledge base quality without review queues
* Processes for creating in-workflow (Solve Loop) and value-added (Evolve Loop) content
* How to manage a KCS adoption, avoiding mistakes others have made

Workshop Agenda

Attendees will gain a deep understanding of:

  • KCS Benefits
  • KCS best practices with industry examples
  • KCS content: standards and quality
  • The structured problem-solving workflow
  • Roles and responsibilities
  • Performance assessment
  • Leadership strategies and change management
  • Technology requirements to enable KCS
  • A road map for KCS adoption

This is an interactive workshop, with break-out sessions that simulate roles and situations of KCS Practices in action. Throughout the workshop your instructor will provide case examples of KCS in use. All attendees will take away a high level Adoption Plan.An online certification exam for the Certification will be an additional fee (pre-paid to The KCS Academy) and scheduled for Day 3 (or scheduled at Auldhouse at later date (optional).) Catalynk can assist with booking the Certification Exam. We'll confirm all details for the exam booking in advance of the workshop. If you are intending to sit the exam on Day 3, advance study of the reading list documents is highly recommended. All recommended reading material will be provided. The KCS v6 Practices practice exam is included in this course.

Certification

The Knowledge-Centered Service (KCS®) v6 Practices Certification designates individuals who demonstrate a thorough understanding of the KCS concepts including the Solve Loop, Evolve Loop, and best practices for KCS adoption.

This certification is intended for individuals who require a thorough understanding of both the KCS methodology and its adoption. Exam preparation documentation is provided in advance of and during the KCS v6 Practices Workshop. This Workshop reviews all levels of KCS Practices to help attendees prepare for the exam.

Who Should Certify
Individuals pursuing KCS Practices Certification are most often:

  • Program and project managers for KCS adoption

  • KCS adoption team members

  • Supervisors and first-line and second-line managers

  • Trainers

  • Coaches

  • Consultants

  • Knowledge workers who aspire to be coaches or managers

  • Product managers and architects for technology and tools that enable the KCS practices

This certification is also appropriate for product managers whose products align with or enable the KCS practices. This includes people who manage or advise on the adoption and continuous improvement of the KCS practices.

The KCS Practices v6 Certification covers the following:

  • The Principles and core concepts of KCS Version 6.

  • KCS benefits

  • Dealing with frequently asked questions and common objections

  • A thorough understanding of the following:

    • Solve and Evolve Loops

    • KCS roles

    • KCS measures

    • Content standard and workflow

    • Best practices for adoption

    • Functional requirements for tools and tool integration

Certifying Body

Catalynk Limited is a certified provider of the KCS v6 Practices certification exam. The KCS Academy is the certifying body for KCS as designated by the Consortium for Service Innovation (CSI, owner of KCS). CSI does not acknowledge any KCS credentials or certifications other than those offered by KCS Academy certified providers.

Exam Details
The KCS v6 Practices Certification exam is comprised of 62 multiple-choice questions. The allotted time to complete the exam is two hours. Most candidates will complete the exam in 90 minutes or less. There are no breaks during the exam.

A team of KCS practitioners developed the questions on the exam. The certification standards and exam are developed and maintained by a committee of members from the Consortium for Service Innovation. The exams are validated through psychometric analysis.

Knowledge-Centered Service (KCS®) is a registered Trademark of the Consortium for Service Innovation™.

The KCS Academy


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Date and Time

Location

Auldhouse

Three Lamps Centre

338 Ponsonby Road

Auckland, 1011

New Zealand

View Map

Refund Policy

Refunds up to 1 day before event

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