Organisations that leverage knowledge and manage it effectively can reduce costly mistakes, accelerate the absorption and distribution of new ideas, and eliminate redundant work.
A thriving knowledge management program, one that successfully captures, structures, and reuses information, is a vital component of top-performing companies and often provides them with a competitive advantage.
The Knowledge-Centred Service (KCS℠) Foundation course provides support centre supervisors, managers, and directors with an awareness of knowledge management best practices. Additionally, participants are introduced to fundamental concepts of the KCS methodology. This course can also be used to build internal support for a new knowledge management initiative.
This course aligns with the KCS Practices Guide v6.0.
Note: The HDI Certification Exam is included in all HDI public training courses. The exam is undertaken separately by the student within six weeks of completing this course.
Who's It For?
Technical support or business professionals who want a fundamental understanding of the benefits and processes associated with a knowledge management initiative.
What You'll Learn
- Knowledge management best practices
- Knowledge-Centred Service concepts and methodology
- The value and benefits of adopting Knowledge-Centred Service
- VirtualVirtual Delivery - Live and interactive classroom-style learning conducted completely online
- BlendedBlended delivery - both online course content and partial face to face requirements
- In-classIn class delivery - predominately face to face course content conducted at a specific location
- OnlineOnline delivery - online course content with the exception of assessments and work placement
Duration and Study Load
- 1 day
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Founded in 1999, Help Desk Association Australasia (HDAA) is an independent association specialising in the Service and Support Industry. HDAA utilises the collective knowledge, energy, experience and expertise of their team and its members to create a foundation on which to deliver products and services that develop and promote excellence in the Service and Support Profession. HDAA courses are internationally recognised qualifications.
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