KCS v6 Workshop for Analysts
This customized training program is designed to introduce KCS to support analysts and/or development engineers, and will set their expectations for the KCS rollout.
Participants are introduced to the basic concepts of KCS, the customized workflow, the Content Standard, and the tools used to evaluate newly authored knowledge articles and performance metrics.
Time is spent in understanding roles and practices for writing and assessing knowledge articles using the Content Standard.
Learning Objectives
During this workshop, participants will learn:
- An understanding of the key deliverables required to implement KCS
- Best practice 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 and avoiding mistakes others have made
Outcomes
Attendees will gain an understanding of KCS and its practices
- KM best practices and industry examples
- KCS content: standards and quality
- The structured problem-solving workflow
- Roles and responsibilities
- Performance assessment
- Experience in writing, reviewing, publishing
- Monitoring and reporting
Duration: 1 Day (or 2 half-day sessions)
Minimum participants: Discuss with us. Maximum: 12
We can facilitate the analyst level training for your entire organization.