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KCS Practice 8: Leadership and Communication

The techniques for KCS® Practice 8 highlight that a successful KCS implementation is an organization-wide endeavor that requires buy-in at all levels. KCS benefits must strategically align with high-level organizational goals and a shared vision.

Technique 8.1: Develop and Communicate a Vision

There must be agreement and common understanding of the vision at all levels of the organization. Although a well-crafted vision varies across organizations, effective company visions have 4 common elements:

  1. Purpose - a simple value proposition
  2. Mission statement - approach to achieving the purpose
  3. Values - expected behavior to achieve the purpose
  4. Brand promise - attributes of company relationship with customers
Technique 8.2: Create a Strategic Framework

A strategic framework can be developed in a short amount of time but serves an important purpose to help form a communication plan gain executive support.

Technique 8.3: KCS Benefits and ROI

KCS benefits the customer, the employees, and the business differently. Stakeholder will gain 4 different types of benefits to measure:

  • Direct - near term operational improvements (3-9 months)
  • Applied - new service and support opportunities (6-18 months)
  • Leveraged - value-added support services (12-30 months)
Technique 8.4: Promote Teamwork

Team behavior drives KCS value. Encourage a team culture of collaboration and collective ownership.

Technique 8.5: Tap into Internal Motivators

Research shows that the top motivation factors are:

  • Achievement
  • Recognition
  • The work itself
  • Responsibility.
Technique 8.6: Recognition Programs

Recognition is more motivating than rewards. An organization needs to place high value on KCS contributions to give validity to KCS recognition efforts.

Technique 8.7: Communication is the Key

An effective KCS communication plan is essentially an internal marketing plan, which should include:

  • Target Audiences
  • Key Messages
  • What's In It For Me? (WIIFM)
  • Overcoming Objections
  • Elevator Pitch
  • Delivery Vehicles
  • Programs and Activities for Engagement and Socialization
Technique 8.8: Leadership Accountability to the Knowledge Worker

Effective leaders own everything in their domain. Key KCS leadership competencies include: 

  • Strategic agility
  • Innovation leadership
  • Dealing with ambiguity
  • Courage
  • Motivating others
  • Customer focus
Technique 8.9: Leadership and Communication Indicators

Effective KCS leadership can be evaluated by:

  • Communication Effectiveness Indicators - assess buy-in and understanding across the organization
  • Organizational Value Indicators - operational efficiency, self-service success, business improvements


From the Consortium for Service InnovationRead more about Practice 8 in the KCS v6 Practices Guide.

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

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