What is the primary focus of KCS in terms of knowledge?

The primary focus of KCS (Knowledge-Centered Service) is to view knowledge as a valuable asset for the organization. This perspective emphasizes the importance of capturing, maintaining, and leveraging knowledge to improve service delivery and enhance customer experiences. By treating knowledge as an asset, organizations can ensure that critical information is accessible, reusable, and continuously improved over time.

In KCS, knowledge is developed and refined through real-time contributions by service agents and customers, thus making it a dynamic resource rather than a static entity. This approach highlights the importance of integrating knowledge management into daily work processes to facilitate knowledge sharing and promote a culture of collaboration. The goal is to create a knowledge base that evolves with the organization's needs and supports better decision-making and problem-solving.

While temporary documentation, static resources, and knowledge retention do play roles in knowledge management practices, they do not capture the core philosophy of KCS, which is focused on the strategic importance of knowledge as a key organizational asset.