5starcooks Knowledge Centered Support A Complete Guide - 2020 Edition

Organizations that rely on fast, accurate answers struggle to keep knowledge assets consistent and reusable. In many support environments, fragmented information, outdated articles, and lack of measurement cause longer resolution times and higher costs. This guide delivers a practical path to unify knowledge creation, capture, and reuse, helping teams deliver reliable support at scale. The core of the book is a structured Self-Assessment organized in the RDMAICS framework - Recognize, Define, Measure, Analyze, Improve, Control, Sustain. Hundreds of Knowledge Centered Support-specific questions are grouped under each criterion. Readers score each item on a five-point scale, and the results generate a radar-chart Scorecard that instantly highlights strengths and gaps. Even readers with limited KCS background can complete the assessment in a single session and obtain a clear visual map of where improvement is needed. Included Professional Toolkit (40-48 Practitioner Tools): The toolkit is created fresh at the time of purchase, ensuring alignment with the latest KCS standards and industry practices. It is organized into ten sections - Getting Started, Assessment and Planning, Models and Frameworks, Processes and Handoffs, Operations and Execution, Performance and KPIs, Quality and Compliance, Sustainment and Support, Advanced Topics, and Reference. The deliverables comprise more than twenty-eight Excel spreadsheets and sixteen PDF guides. Each Excel file contains three sheets (Instructions, Template, Pro Tips and Common Mistakes) and each PDF includes Pro Tips, Common Mistakes, and a Quick Reference section. Tools cover maturity assessments, gap analyses, decision frameworks, implementation roadmaps, stakeholder maps, process runbooks, KPI dashboard templates, risk matrices, audit checklists, quick reference cards, and more. All assets are tailored to Knowledge Centered Support rather than generic templates, ready for immediate deployment. Every purchase grants Lifetime Updates. As Knowledge Centered Support evolves, the author provides refreshed content and toolkit enhancements, ensuring that buyers always have current guidance without additional cost. This book is ideal for Service Desk Managers seeking to formalize knowledge processes, Knowledge Managers tasked with building reusable content, and Business Process Architects who need a concrete framework for measuring support efficiency. For example, a manager preparing for a corporate audit can use the assessment to document compliance, identify improvement projects, and track progress against defined KPIs. Developed by The Art of Service, business process architects serving over 100,000 professionals across 160 countries since 2000. Every book and toolkit draws on 25 years of operational excellence research and a continuously updated knowledge base spanning hundreds of industry frameworks.