TOPICS
Course Outline
1. What is Knowledge-Centered Support and Why Do We Need It?The History of Knowledge-Centered Support The Concepts of KCS
The Benefits of KCS Proactive versus Reactive Knowledge Management
2. The KCS Methodology: The Knowledge-Centered Support Model
The Double Loop Process Model The Solve Loop The Evolve Loop
3. Wrapping Up the Knowledge-Centered Support Methodology Performance Assessment Leadership Return on Investment