Lessons from the Application of KCS Principles and Core Concepts

Today’s knowledge work requires learning as you go. Promoting learning as primary work objective seems common sense but the more you plan for learning the more you find conflicts with general management theory. Popular management theories focus on control and eliminating variances in order to yield better performance. In hindsight, learning is the only way to build the resilience and the capability that is required for long-term success of project teams. Our discussion will review lessons from the application of Knowledge Centered Support (KCS) fundamentals from the Consortium for Service Innovation in a Federal IT Service Desk environment.

Agenda:

8:00 AM – 8:15 AM Networking

8:15 AM – 9:15 AM General Discussion

9:15 Am – 9:30 AM Lesson Recap & Capture

Speaker:

Mr. Victor Jimenez is an experienced leader and KM practitioner with over 15 years of combined professional and military experience leading small teams for contract administration, business development, federal sector marketing, and knowledge management. He applies his diverse project and leadership experience to support the design of tools and practices for project teams to use to increase team collaboration, initiate effective data capture, perform knowledge diffusion, and conduct performance monitoring and reporting. Victor has provided content management and knowledge transfer support for an IT Service Desk over the past three (3) years during which he has applied the Knowledge Centered Support (KCS) fundamentals with varied successes and failures. This discussion will review the main lessons retained from both successes and failures observed in a traditional project focused environment.