Knowledge Centered Service Scope and Benefits

Issue/Question

What is the Scope and Benefits of KCS

Environment

• Knowledge Centered Service

Cause

The goal of Knowledge Centered Service is to reuse, improve, and create knowledge as a by-product of service fulfillment.   Knowledge Centered Service is a set of principles, practices, and techniques for creating, maintaining, and leveraging knowledge in an interactive environment.

Resolution

1. Knowledge Centered Service is based on the following characteristics of knowledge:
   • it is gained through experience and interaction
   • it is never perfect or 100% complete
   • it is constantly evolving because we never stop learning
   • confidence in knowledge is gained through use, experience, and interaction
2. We understand that knowledge is never perfect, and knowledge is dynamic
3. Knowledge Centered Service guidelines can be used to capture and refine knowledge in order to reduce the risks of having an incomplete and incorrect knowledge base
4. Experience from organizations that have a mature Knowledge Centered Service systems show the benefits appear in three time horizons:
   1. Operational (3 – 9 months)
      1. 25-50% improvement in resolution times
      2. Improve first call resolution and reduced escalations
      3. Improved skills, job satisfaction, confidence, and reduction in stress
   2. Tactical (9 – 18 months)
      1. Improvement in user success with self service
      2. Reduced training time for new workers
   3. Strategic (18 months and beyond)
      1. Business improvements
      2. Enabling of analytics