KCS® v6 Practices Workshop Thurs - Fri July 23-24 '20 AUCKLAND & Virtual

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338 Ponsonby Road

Level 1

Auckland, 1011

New Zealand

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Event description
Get the know-how to lead a KCS practice that motivates teams to share and structure knowledge for customer self-service success.

About this Event

KCS v6 Practices Workshop

Auckland NZ & Virtual - 2 Days

This workshop is intended for knowledge managers, leaders, analysts and practitioners planning to launch Knowledge-Centered Service (KCS®), or fine-tuning KCS practices.   This intensive 2 Day KCS v6 Practices Workshop will provide the needed insights and skills for leading teams toward KCS practice maturity.

Instructor: Beth Coleman, KCS v6 Certified Trainer.

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

Attendees will gain a deep understanding of:

* KCS and its benefits

* KCS best practices with industry example

* 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

Workshop: NZ$1500. (Excl. GST)  

This Workshop reviews all levels of KCS Practices to help attendees prepare for the KCS certification exam. Advanced reading (before the workshop) is highly recommended if you are intending to sit the exam later (see Exam Details below.)

KCS v6 Practices 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.

If you're wishing to become KCS v6 Practices Certified you can sit the KCS v6 Certification Exam at a later date by booking through CATALYNK (exam fee: US$450. less CATALYNK discount).

CATALYNK Limited is a certified provider of the KCS v6 Practices Certification Exam. We'll assist with exam preparation documentation in advance of and during the KCS v6 Practices Workshop. We can also assist you with registering and purchasing an exam voucher. Discounts apply for attendees of this workshop.

If you intend to sit the exam, you can now do so online using the camera in your device. Kryterion has altered the camera requirements:

Due to COVID-19, an internal camera will be allowed for online-proctored exam delivery for any exam taken prior to December 31, 2020. While the camera will be mainly focused on you, the Kryterion proctor may require you to move the monitor/laptop to view your work surroundings. (Previously, a web external video camera positioned to view the test taker, their screen, keyboard and work area was required.) 

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 KCS coaches, KCS trainers or KCS Team Leads

* Product managers and architects of technology and tools that enable the KCS practices

If you are aiming to become a KCS v6 Certified Trainer, the KCS v6 Practices Certification is a requirement for eligibility.

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

Exam Details

You may wish to sit the exam at a later date. To do so you can register through CATALYNK where a discount applies for attendees of this workshop. 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.

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.

Should you have any questions, please feel free to contact us.

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

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Date and Time



338 Ponsonby Road

Level 1

Auckland, 1011

New Zealand

View Map

Refund Policy

Refunds up to 1 day before event

Eventbrite's fee is nonrefundable.

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