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References and Resources

KCS Resources

The Consortium for Service Innovation develops and maintains the KCS methodology.

The KCS Academy is the certifying body for KCS and offers:

  • KCS certification for people
  • KCS Certified Trainers who provide training and adoption services
  • KCS Verified program for tools that demonstrate comprehensive functionality and the technology platform that enables all eight KCS Practices
  • KCS Aligned program for tools and services that enhance a specific KCS Practice or technique

Academic Foundation of KCS*

KCS is based on a collection of research and academic work.  Here are some of the work that was most influential on the development of KCS:


"One More Time: How Do You Motivate Employees?" Herzberg, Frederick. (2003). Boston, MA: Harvard Business Review. (free version pdf at http://apln-richmond.pbwiki.com/f/HerzbergArticle.pdf )

  • Allee, Verna. The Future of Knowledge. Butterworth-Heinemann, 2002. www.vernaallee.com

  • Christensen, Clayton M. The Innovator's Dilemma. Harvard Business School Press, 1997. www.claytonchristensen.com

  • Collins, Jim. Good to Great. Random House Business Books, 2001. www.jimcollins.com

  • Covey, Stephen R. The 7 Habits of Highly Effective People. Free Press, 1990. www.stephencovey.com

  • Cross, Rob, and Parker, Andrew. The Hidden Power of Social Networks. Harvard Business School Press, 2004. www.robcross.org

  • Hagel, III, John, and Brown, John Seely. The Only Sustainable Edge. Harvard Business School Press, 2005. www.edgeperspectives.com

  • Hamel, Gary with Breen, Bill. The Future of Management. Harvard Business School Press, 2007.  www.garyhamel.com/

  • Kaplan, Robert S., and Norton, David P. The Balanced Scorecard: Translating Strategy into Action. Harvard Business School Press, 1996. www.balancedscorecard.org

  • Kay, David B., and Tourniaire, Francoise. Collective Wisdom: Transforming Support with Knowledge. Help Desk Institute, 2006. www.collectivewisdomthebook.com

  • Kepner, Charles H., and Tregoe, Benjamin B. The Rational Manager: A Systematic Approach to Problem Solving and Decision Making. Kepner-Tregoe Inc., 1976. www.kepner-tregoe.com

  • Lencioni, Patrick M. The Five Dysfunctions of a Team: A Leadership Fable. Jossey-Bass, 2002. www.tablegroup.com

  • Nonaka, Ikujiro, and Takeuchi, Hirotaka. The Knowledge Creating Company: How Japanese Companies Create the Dynamics of Innovation. Oxford University Press, 1995.

  • Pink, Daniel, Drive: the surprising truth about what motivates us

  • Reichheld, Frederick F. Loyalty Rules. Harvard Business School Press, 2003. www.loyaltyrules.com

  • Snowden, David, Complex Acts of Knowing, Journal of Knowledge Management, v. 6 (May 2002), p. 100-111. www.kwork.org/Resources/snowden.pdf

  • Sterne, Jim. Web Metrics: Proven Methods for Measuring Web Site Success. Wiley, 2002. http://www.targeting.com/book5.html

  • Wheatley, Margaret. Leadership and the New Science, Berrett-Koehler Publishers, 1992. www.margaretwheatley.com

  • Zuboff, Shoshana, and Maxmin, James. The Support Economy. Penguin Books, 2002. www.thesupporteconomy.com 


The KCS methodology is synergistic with the following practices.

  • ITIL
  • Agile
  • Kepner-Tragoe



*Amazon links are affiliate links that support the work of the Consortium

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