What is one of the main objectives of KCS?

One of the main objectives of KCS (Knowledge-Centered Service) is to create articles as a by-product of problem solving. This principle emphasizes that knowledge should be captured and documented during the process of resolving issues, rather than relying on a separate knowledge management effort. By integrating knowledge creation into day-to-day operations, KCS ensures that valuable insights and solutions are immediately available for future use, thereby enhancing the overall efficiency and effectiveness of service delivery.

This approach not only helps in building a robust knowledge base but also encourages continuous improvement and collaboration among team members. As problems are solved, the collective knowledge grows, benefiting both the organization and its customers. The focus on creating valuable content while resolving customer queries means that knowledge becomes dynamic and relevant, always aligning with the current needs and challenges faced by users.