Central knowledge databases as a prerequisite
The prerequisite for this is a central knowledge database that contains the knowledge of the entire organization, is readily used and is easy to maintain. The information must not only be up-to-date, but also context-sensitive - i.e. the respective information is particularly valuable if it is also available in the correct context. Eight practices have emerged to implement such databases. These can be represented in two loops of a process:
What advantages does KCS® offer?
The key added value of the KCS methodology results from the fact that the double learning loops ensure a needs-oriented and self-correcting approach.
However, knowledge management should never be seen as an end in itself, but rather contributes to a wide range of corporate objectives. For example, quick answers reduce problem-solving times and machine downtimes. Lower recall rates increase efficiency and customer satisfaction, while personnel costs (e.g. for servicing) are drastically reduced. From a strategic point of view, high-quality knowledge bases lead to product improvements, new business models or revolutionize internal company cooperation, for example. Customers are won over by fast and reliable answers and are retained by the company. Experienced employees are relieved, while new employees can become productive more quickly and easily. Expert knowledge is digitized in the long term, which can counteract stagnating projects, fluctuation costs or skills gaps in the job market.
The "solution loop" (here: right-hand side) describes practices that apply existing knowledge or generate new knowledge to solve problems. The "development loop" (here: left-hand side), on the other hand, comprises practices that organize or further develop existing knowledge.
How much KCS® do you need?
The KCS methodology is particularly suitable for those companies whose knowledge is distributed in the heads of many employees. They should discuss in detail what challenges arise from this and how they intend to overcome them with the help of a knowledge database. If they only want to use KCS® internally, for example, they can dispense with a number of functions and consequently reduce the budget and project scope.
Critical to the success of a KCS-driven knowledge management solution is the human element: the more complex the operation, the more motivated and disciplined your employees need to be. Identify a solution whose complexity and application requirements are reasonable for your employees. Technology is not everything: Knowledge Centered Service® and Intelligent Swarming® cannot simply be "bought in". Software is usually the basis - but the implementation must be realized by you and your colleagues. Our partner, pro accessio GmbH & Co KG, will be happy to advise you along the way.
Can Empolis Service Express® KCS®?
Our solution is not currently KCS-certified. However, it fulfills various requirements that are relevant in this context. In a recent tool report, pro accessio GmbH & Co KG compared various knowledge management solutions in terms of their suitability. The conclusion for our solution was as follows:"Empolis Service Express® stands out above all because it is designed for technical customer service. The solution is therefore completely location-independent, easy to use and stands out wherever service technicians have to travel to the customer. The diverse knowledge management techniques are KCS-capable, but not limited to the methodology. Users should therefore pay particular attention during design to when they want to use the wider range and where it is wiser to stay within the method framework for the time being. In the area of technical customer service, there is hardly any way around the SaaS solution, so that Empolis Service Express® has been able to establish a market-leading position in this area in recent years."
