KCS ALIGNED v5 INSTRUCTIONS

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Nov 7, 2013 (3 years and 7 months ago)

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08

Fall






KCS
ALIGNED

v5

INSTRUCTIONS




KCS
SM

Version 5.0





©
2012

CONSORTIUM FOR SERVICE INNOVATION


KCS
Align
ed

v5 Instructions




©
2012

CONSORTIUM FOR SERVICE INNOVATION

PAGE
2

Contact Information

................................
................................
................................
............

3

What is the KCS
sm
Aligned

v5 Program?

................................
................................
...............

4

What is KCS
sm
Knowledge
-
Centered Support?

................................
................................
.......

4

Benefits of KCS
Aligned

v5 for the Vendor

................................
................................
............

4

Steps to Get KCS

Aligned
v5

................................
................................
................................

5

KCS
Aligned

v5 Pricing

................................
................................
................................
........

7

Additiona
l Resources

................................
................................
................................
...........

7

KCS Community Rules of Conduct

................................
................................
........................

7






















KCS is a service mark of the Consortium for Service Innovation



KCS
Align
ed

v5 Instructions




©
2012

CONSORTIUM FOR SERVICE INNOVATION

PAGE
3


Contact Information


KCS ACADEMY

www.thekcsacademy.net


(650) 596
-
0772

certman
@thekcsacademy.net


THE CONSORTIUM FOR SERVICE INNOVATION


www.serviceinnovation.org


(650) 596
-
0772


ONLINE CREDENTIAL MANAGEMENT SYSTEM



www.thekcsacademy.net/get
-
aligned




KCS
Align
ed

v5 Instructions




©
2012

CONSORTIUM FOR SERVICE INNOVATION

PAGE
4

What is the KCS
sm
Aligned

v5 Program?

The KCS Academy offers a KCS
Aligned

designation for vendors who provide tools (software/systems)
that complement and/or enable KCS best practices in the workplace. The KCS
Aligned

designation is a
sister to the
comprehensive
, more stringent KCS
Verified

d
esignation that is designed for larger product
suites such as Customer Management, Knowledge Management, or Enterprise Content Management
Systems.



Where the KCS
Verified

designation focuses on a
complete

set of functional capabilities
required to enable KCS, the KCS
Aligned

designation focuses on enabling the efficient
application of
one or two
specific KCS Practice areas.



Where the KCS
Verified

designation requires the applicant to demonstrate their tool
’s
enablement of a broad scope of Practice areas (Reuse, Improve, Content Health, etc), the KCS
Aligned

designation requires the product to demonstrate clear and robust support, or
enablement, of a maximum of two Practice areas.


What is KCS
sm
Knowledge
-
Ce
ntered Support?

Knowledge
-
Centered Support is a proven, vendor
-
neutral methodology that was developed and put to
the test by the members of the not
-
for
-
profit Consortium for Service Innovation. The membership is
made up of a collection of leading customer
support organizations. The goal of KCS is to capture and
structure an interaction and reuse the knowledge gained. The result is improved operational efficiency,
employee moral
,

and customer satisfaction. KCS is not just about the technology but the princip
les and
practices that have to surround the tools in order to be successful. Consortium members c
ontinue to
hone the KCS process.

M
eanwhile, they and many other support organizations are adopting these
proven practices.


Benefits of KCS
Aligned

v5 for the
Vendor

If achieved, the KCS
Aligned

v5 designation will let potential clients know that your tool contributes to
the implementation, adoption and long term success of KCS v5 best practices. Further, the applicant
will receive lic
ens
e to use the KCS service

mark and be able to use the KCS
Aligned

v5 designation in
marketing and promotional materials related to the specific tool. Applicants will be provided a brief
endorsement from the Academy for use on the tool’s marketing materials and/or Web site. The too
l
name, endorsement, and link to the company/tool web site will be included on the KCS
Aligned

web
page on the KCS Academy's web site.





KCS
Align
ed

v5 Instructions




©
2012

CONSORTIUM FOR SERVICE INNOVATION

PAGE
5

Steps to Get

KCS

Aligned

v5


1.

Review the KCS
Aligned

v5

Instructions (this document)

2.

Obtain KCS Practices v5
Certification from the KCS Academy

a.

The representative from the candidate company who will be conducting the demo of the
criteria must hold a KCS Practices v5 Certification
(
www.thekcsacademy.net/certification
).

3.

Complete application and submit payment

i
n the Credential Management System
(
www.thekcsacademy.net/get
-
aligned
)

a.

Application contains the candidate company name
and contact info, p
roduct name and
version number
, the name and title of the representative

who will be conducting the
demo,
and proof of
their
KCS
Practices v5 certification.


4.

Complete Self
-
Assessment W
orksheets

and submit through Credential Management S
ystem

a.

Self
-
Assessment Worksheets are available to download from
www.thekcsacademy.net/get
-
aligned

or from the Credential Management System.

b.

The Self
-
Assessment is designed to provide some structure f
or the description of the
tool being submitted for Alignment. Please exclude fields that are not relevant.

c.

Please include any additional or emerging capabilities that are not on the worksheet.


5.

Schedule online
demo

of functionality

through Credential Man
agement System

a.

Demos

are done online via a web session
.
Please schedule at least three

weeks prior to
desired demo date.

b.

The demo of the criteria must be completed within

30 minutes
.

6.

Conduct demo

a.

KCS Academy staff

will confirm
KCS Alignment.
The demo
should be
targeted at the
relevant functionality that suppor
ts KCS as described in the self
-
assessment
worksheets
,
not a generic sales presentation.

7.

Sign and submit License Agreement

and designation fee

through the Credential Management
System

a.

If the
KCS A
cademy

confirms the product meets the criteria
,

a license agreement is
signed

and the payment form is completed
.

b.

T
he
KCS Academy

reserves the right to exercise judgment in determining if the product
adequately enables or supports the KCS methodology in a w
ay that warrants
designation as KCS
Aligned.

If Alignment is not granted,
feedback will be provided.
The
vendor may choose to make product
changes

based on this feedback and
demonstrate
it within one year of initial payment without an additional
applicati
on
fee.


KCS
Align
ed

v5 Instructions




©
2012

CONSORTIUM FOR SERVICE INNOVATION

PAGE
6

c.

The KCS
Aligned

v5 License Agreement is entered into by the vendor who seeks to
have their product(s) carry the designation of “KCS
Aligned

v5
.”

It outlines the conditions
of participation, disclaimers and conditions of the KCS
Aligned

v5
program.

8.

Publish and Market KC
S
Aligned

v5 product

a.

Vendor will submit the logo to
be
posted on the KCS
Aligned

v5 product page.

b.

Vendor issues press release and
is

able to use the KCS
Aligned

v5
sm

designation

subject to the Style Guide.

c.

Products remain on
the KCS
Aligned

v5 products page for an initial
12
months. A
fter that
time they must be renewed to remain on the list.

9.

Complete Annual Renewal

and payment form through Credential Management System

a.

KCS v5
alignment

will be issued and renewed for products by major
-
number release.

Annual renewal confirms that the latest iteration
continues to support

KCS functionality
.

b.

Any material change that would nullify the functional requirements requires a complete
re
-
alignment
.




KCS
Align
ed

v5 Instructions




©
2012

CONSORTIUM FOR SERVICE INNOVATION

PAGE
7

KCS
Aligned

v5 Pricing


KCS
Aligned

v5
Application Fee

$
1,200 per
tool



Non
-
refundable



Processing Self
-
A
ssessment



Technology
D
emonstration


KCS
Aligned

v5
Designation Fee

$1
,2
00

per
tool



Payable when
Aligned

designation is awarded



Posting logo on KCS
Verified

v5 products page



Annual Update/Renewal for 1 year

KCS Practices v5
Certification

$
450



Certification test based on the KCS Foundati
ons Workshop
,
KCS Practices Guide
,
and KCS Adoption Guide

Annual Renewal

$500



Complete Renewal Application and
payment form in Credential
Management System


Additional Resources

See
www.thekcsacademy.net/
get
-
aligned

for additional resources including
the Self
-
Assessment

Worksheets.


KCS Community
Rules of Conduct


Do
N
o
H
arm: Be responsible and don't misrepresent yourself, claim false credentials or expertise
,

or
give advice in a way that might cause someone harm. Don't incite or advocate harmful, derogatory or
illegal practices.


Most of what the Consortium for S
ervice Innovation and the KCS Academy Inc. creates is offered with
a "right to use with attribution" agreement. Two exceptions to the right to use with attribution are the
licensed materials for the KCS workshops and the contents of the Certification Exams
. "Do
N
o
H
arm
"
includes do no harm with respect to the integrity of the licensed materials and the value of the
Certification Exams. You agree not to copy, distribute or discuss the questions and/or answers on any
of the Academy's Certification Exams or in

any

way diminish the value and integrity of the Certification
programs.


Sunshine
R
ule
: Don't do anything that you would be embarrassed about having covered in an article on
the front page of the Wall Street Journal. And, if in doubt, don't.


Communicat
ions:
This is your network. Most people have a common
-
sense feel for what is and what is
not appropriate in the network and
generally the network polices itself. The following boundaries of
acceptability or ground rules are offered for reference should th
e need arise
.


KCS
Align
ed

v5 Instructions




©
2012

CONSORTIUM FOR SERVICE INNOVATION

PAGE
8

Offensive Messages: Messages personally attacking, calling names, or otherwise harassing or being
disparaging to another member
,

or any ethnic or religious group will be deleted. Offensive and/or
vulgar language is not appropriate.

Adult Con
tent/Illegal Activity: Messages containing sexually oriented or suggestive dialog, content, or
links to such will be deleted. Messages with links to or suggesting illegal activity will also be deleted.
Either could result in loss of access to the network.

Religious and Political Topics: These topics generally just cause bad feelings and do not align with the
intent of the KCS network.

Other: The Academy will make an effort to remove ANY objectionable content in a reasonable time. We
reserve the right to rem
ove any content without providing a reason.


Vendor Specific Rules:
T
here are vendors and consultants who have products and services that may
help people resolve issues or increase their success with KCS.
These vendors and consultants are

welcome
d

and enco
urage
d

to participate in the discussions. Product features or service offerings may
be discussed in response to an inquiry, however, to avoid the intrusion of overt sales messages in
network interactions vendors

are asked

to:



Restrict postings to
responses to customer inquiries which may be directly resolved by your
product, and please indicate specifically how your product or service may resolve the issue.



Exploiting (spamming) the members of the network for personal or company gain will not be
to
lerated.



Clearly specify your vendor affiliation (with more than just an email address please).



Do not discuss pricing or purchase requirements
.

I
nstead
,

enga
ge outside the KCS network via
-
mail, phone, or your web site.

M
ost vendors currently participatin
g add value, but failure to adhere to any of these rules will result in
content being deleted and possible loss of access to the KCS network. (Not to mention the bad image
inappropriate behavior will create for your company
.
)


Lack of adherence to these ru
les
of
conduct will be grounds for loss of certification status and exclusion
from the KCS network at the KCS Academy's discretion.