Which of the following is a primary goal of KCS?

The primary goal of KCS, or Knowledge-Centered Service, is to improve knowledge sharing and reduce redundancy. This approach emphasizes the importance of capturing and leveraging collective knowledge within an organization to enhance service delivery and customer support. KCS promotes a culture where knowledge is continuously updated and shared by involving all employees in the knowledge management process.

By improving knowledge sharing, KCS allows for faster problem resolution, better customer experiences, and increased efficiency across teams. It encourages collaboration and ensures that knowledge is accessible to all who need it, thus minimizing duplicated efforts and redundant information. The overall aim is to create a dynamic and shared knowledge base that evolves as new insights and solutions are developed.

In contrast, the other options represent approaches that would hinder the effectiveness of knowledge management within an organization. Decreasing employee involvement in knowledge efforts would lead to a lack of diverse insights, and maintaining a hierarchical knowledge structure or isolating knowledge within departments would create silos, making it difficult for the organization to benefit fully from its collective intelligence.