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Key References
Consortium for Service Innovation
Consortium for Service Innovation
Vision - We have moved from a business model where value came from physical products, tangible things, to a world where value comes from non-physical, intangible things such as knowledge, influence and relationships. We believe this shift in the source of value requires new models, processes and practices. KCS - Knowledge-Centered Support
Knowledge-Centered Support is a knowledge management strategy for service and support organizations. It defines a set of principles and practices that enable organizations to improve service levels to customers, gain operational efficiencies, and increase the organization's value to their company. The KCS Operational Model (Knowledge-Centered Support)
The goal of KCS is to solve a problem once . . .and use the solution often! Adoption of KCS has improved operational efficiency, employee moral, and customer satisfaction. This brief examines the need for a knowledge-centered strategy as well as the organizing principles of KCS and its benefits. | 
