What is a "story" in KCS?

In the context of Knowledge-Centered Service (KCS), a "story" refers to a narrative that describes an innovation or resolution process shared for learning. This definition emphasizes the importance of capturing and communicating experiences that can enhance organizational knowledge. By framing a problem-solving or innovative process as a story, KCS encourages teams to share valuable insights and lessons learned, thus promoting continuous improvement and collaboration within the organization.

Sharing these stories allows teams to learn from past experiences, gain a better understanding of problem-solving approaches, and apply those lessons in future situations. Such narratives not only help in documenting what was done but also provide context, making them more relatable and easier to apply in similar future scenarios. This storytelling aspect is a vital part of KCS as it supports knowledge sharing and the development of a learning culture within the organization.