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KCS Methodology

KCS Methodology
Knowledge-Centered Service (KCS®) integrates knowledge creation and improvement into operational processes.

Knowledge-Centered Service was previously called Knowledge-Centered Support.

Capture knowledge that is generated during customer interactions to share in a central repository (often a knowledge base) for access by internal users, customers, or both. Then by reusing and optimizing the shared knowledge, you gain value in operational efficiency, self-service success, and organizational improvement.

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KCS Principles and Core Concepts

Maintained by the Consortium for Service Innovation, the methodology began in 1992 and updated to KCS v6 in 2016, which is also when the name changed from Knowledge Centered Support to Knowledge Centered Service.

The outcome of KCS adoption is that knowledge becomes demand-driven and self-correcting by the people who use it every day:

  • Integrate the reuse, improvement, and creation of knowledge into the problem solving process.
  • Evolve content based on demand and usage.
  • Develop a knowledge base of collective experience to date.
  • Reward learning, collaboration, sharing, and improving.

KCS Double Loop Process - Solve and Evolve

KCS Principles

  • Abundance
  • Create Value
  • Demand Driven
  • Trust

Core Concepts

  1. Transformation and Continuous Improvement
  2. Buy-In At All Levels
  3. Leadership is Required
  4. Collective Experience
  5. Collective Ownership
  6. Seek to Understand Before Seeking to Solve
  7. Sufficient to Solve
  8. Knowledge Integration
  9. Coaching for Success
  10. Assess Value

The main benefits are gained in Operational Efficiency, Self-Service Success, and Organization Learning and Improvement. 

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

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