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.