The KCS Leadership program develops a perspective on effective leadership in a knowledge centric organization and provides practical insights for sustained change.

KCS® is a registered service mark of the Consortium for Service Innovation. 

Learning Objectives

• Prepare for the change and create excitement & buy-in for KCS
• Match KCS outcome to organization’s goals
• Design management and leadership’s role in communications and performance assessment
• Develop influence and motivation skills to engage employees
• Distinguish activity-based measures versus value-based measures
• Identify which metrics are used for which purpose
• Recognize leadership requirements to accomplish the KCS adoption

Who should attend

This workshop is intended for anyone who is implementing KCS, example given:

• Project managers
• KCS Program Sponsors
• KCS Council participants
• Managers
• Team Leaders of support teams

Prerequisites

KCS v6 Fundamentals or KCS v6 Practices workshop is required.
Some background in support or customer service is highly recommended.

The practical

Duration: 1 day (7 hours).

Language: Training course and materials are written in English. The instructor teaches in English.