KCS Exam - Unit 7

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  1. This explains the overall objective of the organization in a way that provides meaning to each individual's contribution.
    Purpose Statement
  2. What are the components of a compelling purpose statement?
    • Engages people emotionally
    • Is larger than the individual or the organization
    • Is brief, clear, and concise
  3. A person or group who affects or can be affected by an organization's actions.
  4. Who are common stakeholders within an organization.
    • Customers
    • Employees
    • Business
    • Partners (Optional)
  5. What are the four (4) components of a strategic framework?
    • Business Objective ('What')
    • Approaches for each objective ('How')
    • Metrics for each approach
    • Targets for each metric
  6. How does KCS contribute to the organization's ability to meet its objectives?
    • Allowing each support analyst to leverage the experience of the whole group
    • Making each customer interaction more efficient, consistent, and accurate
    • Lowering marginal cost and improving scalability
    • Driving satisfaction and loyalty
    • Enabling self-service through the efficient generation of findable, usable, and timely content that is relevant to customers and is in their context
  7. A structured method to define how a project or initiative supports the key objectives of the stakeholders.
    Strategic Framework
  8. What is the purpose of a strategic framework?
    • Establish alignment with the stakeholder's objectives
    • Map the high-level goals of the organization with the goals of the individuals
    • Build alignment and identify "what's in it for me" (WIIFM) for each stakeholder
  9. The following characteristic identify a successful ____________?
    - Create an environment of success
    - Create and communicate a compelling vision (purpose)
    - Focus on what people need to accomplish their objectives and goals and supports them in how they will meet them
    - Engage all stakeholders
    - Communicates 'what's in it for me' (WIIFM) to each stakeholder
    - Create a healthy culture through the right job descriptions, performance assessments, and rewards and recognition programs
    - Encourage participation and motivate their employees
  10. What are the top four (4) motivation factors related to work?
    • Achievement
    • Recognition
    • The work itself
    • Responsibility
  11. How does KCS impact achievement?
    • Earning the right to publish or become a KCS Coach
    • Earning recognition for knowledge articles created that others are using
    • Expanding the analyst's breadth of product knowledge
    • Contributing to the achievement of the goals of the organization
    • Collaborating as part of a group that is creating value for the business
  12. How does KCS impact recognition?
    • The reputation of the analyst - based on creation of value in the knowledge base
    • The reputation based on the quality of articles contributed to the knowledge base
    • Acknowledgement for contribution through KCS measures and reports
    • Acknowledgement by organization leaders as role model for others
  13. How does KCS impact the work?
    • Decreasing redundancy
    • Providing an opportunity to work on new areas
    • Increasing confidence allowing analysts to take a broader range of calls because the knowledge base complements existing knowledge
  14. How does KCS impact responsibility?
    • Licensing an analyst to publish (KCS competency) without review by others
    • Licensing an analyst to modify/improve content
    • Enabling the analyst to become part of a team
    • Requiring collective ownership of content - "flag it or fix it"
  15. Explain the difference between recognition and reward?
    • Recognition - Is used to celebrate accomplishments; Provides acknowledgement of value; Is an approval of behavior; Is ongoing
    • Reward - Are used to create focus for a change; Provide compensation for work; Promote a change in behavior; Are used for a defined period of time
  16. The following characteristics identify a what? 
    - Acknowledge accomplishments
    - Acknowledge creation of value
    - Timeliness
    - Legitimate - tied to independent feedback and customer input/surveys
    - Aligned to organization goals
    - Aligned to values, interest, and styles of individuals
    - Balance of individual and team
    - Recognize diversity of skills  - good generalist are as valuable as good specialist
    Successful rewards and recognition programs
  17. The following characteristics identify what?
    • Must be consistently repeated over time and through a variety of channels to drive understanding, engagement, and belief
    • Must explicitly plan the messaging platform and the timing and channels of communications to ensure consistency at the right level of exposure
    • Informs everyone of objectives
    • Encourages team participation and reduces barriers for other groups whose participation is necessary
    • Identifies channels for each audience
    • Identifies the time required to meet stakeholder needs
  18. What are the core components of a communication plan?
    • A messaging platform for each audience: Key messages: WIIFM; Frequently asked questions and objections; Elevator pitch; Simple messages
    • Delivery vehicles
    • Programs and activities for engagement and socialization
    • Project plan/time frames
  19. What are potential channels for communication plans?
    • Meetings (e.g., all-hands, group, one on one)
    • Management by walking around, casual skip, echolon communications
    • Coaching
    • Training
    • Conference calls and Web conferencing
    • Theme giveaways
    • Collateral such as brochures and frequently asked questions documents
    • Intranets
    • Social media
    • Multimedia
    • Email
    • Bulletin Boards - physical and virtual
    • Posters
    • Web sites
  20. A short explanation of what something is and why it matters to the listener.
    Elevator Speech (Pitch)
  21. What are the outcomes of a good elevator speech?
    • Capture interest
    • Make people want to hear more
    • Create a positive perception and sense of excitement
  22. Who is the audience of a communication plan?
    • Customers/Partners
    • Analysts
    • Managers
    • Executives
    • Any other key stakeholders
  23. Why is it important to develop answers to objections related to KCS?
    • It is much easier to handle objections with a consistent and well thought-out message
    • By identifying potential objections, you can address concerns that people may be reluctant to raise themselves
  24. What are key strategies for handling objections?
    • Be sensitive to feelings behind the "thinking" analytical statement
    • Acknowledge the validity of feelings and empathize
    • Seek to understand the issue from the other person's perspective
    • Offer an alternative perspective (don't debate or argue)
    • Use WIIFM (What's in it for me) to craft your response in their terms
  25. What are common potential business reasons for implementing KCS?
    • Reducing the impact of the business from disruptions
    • Reducing the marginal cost of support
    • Increasing customer satisfaction and loyalty
    • Improving service quality
    • Delivering more effective self-service
    • Providing an opportunity for new value-added support offerings
    • Identifying opportunities to improve product usability, serviceability, and reliability
  26. What are some investments that may be required to implement KCS?
    • Leadership and management - program resources, executive mindshare, management training, and development
    • Infrastructure and development - tools, licensing, customization, and/or integration
    • Training and coaching for analysts, KCS coaches, managers, and knowledge domain experts
    • Knowledge monitoring - knowledge article quality sampling and time for KCS coaching
  27. What are some expected returns of KCS?
    • Employee - recognition, sense of accomplishment, responsibility, job satisfaction, development of new competencies
    • Customer - Improve support experiences, improved productivity, product engagement, satisfaction and loyalty, renewal rates and repeat purchases, increased use of the Web
    • Business - Reputation, ease of recruitment and retention, decreased marginal support cost, decreased cost to create or enhance content, capacity/scalability, time to improve employee proficiency
  28. Identify risks that need to be managed.
    • Expectations of stakeholders
    • Expectations of reduced cost
    • Plan for capitalizing on the additional capacity generated by KCS (e.g., by growth of support demand, improved service levels, or value-added services)
    • Technology integration
    • Expectations of KCS deliverable
  29. Research has shown the following personal and team performance:
    • Alignment to purpose
    • Involvement
    • Understanding
    • Attention
    • Personal Growth
    • Rewards and Recognition
  30. Performance drivers require balance. There are four (4) areas of balance that should be considered.
    • Social and Technical
    • Creativity and Structure
    • Individual and Team
    • Top-down and Bottom-up
  31. What are the key performance indicators of a balance score card?
    • Financial - cost per incident; capacity per analyst; problem elimination
    • Customer - customer satisfaction; first contact resolution; time to relief
    • Learning/Growth - knowledge quality index; participation rate; published rate; self-service adoption
    • Employee - employee satisfaction; KCS competency; citations; attrition rate
  32. The total number of incidents that have a knowledge article in the knowledge base divided by the total number of incidents closed, is what?
    Participation Rate
  33. What are the characteristics of the triangulation model?
    • Trends in Activity
    • Results / Outcomes
    • Knowledge Quality Index
Card Set:
KCS Exam - Unit 7
2014-05-01 00:44:29
KCS Exam
Knowledge-Centered Support - Certification Exam - Until 7
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