Why must the "measurement system" evolve in each KCS phase?

The "measurement system" must evolve in each KCS phase primarily because the level and type of benefits change as the organization progresses through these phases. Each phase of the Knowledge-Centered Support (KCS) methodology focuses on different objectives, processes, and outcomes.

In the initial phases, the emphasis might be on knowledge capture and the establishment of a systematic approach to create and maintain a knowledge base. At this stage, success may be measured by the quantity of knowledge captured and timely response to customer queries. As the organization matures through subsequent phases, the focus shifts towards optimizing the use of that knowledge, enhancing customer satisfaction, and ultimately realizing business impact metrics like efficiency, effectiveness, and customer loyalty.

Thus, as the organization evolves, the metrics need to reflect these changing goals and the specific benefits expected from the implementations at each stage. Tailoring the measurements to align with the current phase allows teams to effectively gauge their progress and identify areas that require further improvement or adjustment.