{"id":14595,"date":"2020-11-03T06:23:38","date_gmt":"2020-11-03T05:23:38","guid":{"rendered":"https:\/\/www.topdesk.com\/da\/?p=14595"},"modified":"2025-01-08T13:06:19","modified_gmt":"2025-01-08T12:06:19","slug":"implementer-kcs-i-6-trin-uddannelse-og-coaching","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/da\/blog\/implementer-kcs-i-6-trin-uddannelse-og-coaching\/","title":{"rendered":"Implementer KCS i 6 trin: uddannelse og coaching"},"content":{"rendered":"<p><strong>Det har altid v\u00e6re en udfordring at f\u00e5 helt styr p\u00e5 knowledge management. Det er altid vigtigt, men aldrig presserende. <a href=\"https:\/\/www.topdesk.com\/da\/blog\/implementer-kcs-i-6-trin-og-faa-maalbare-resultater\/\">Knowledge Centered Service (KCS)<\/a> har s\u00e6nket t\u00e6rsklen for at komme i gang med Knowledge Management, men mange organisationer k\u00e6mper stadig med at implementere det.<\/strong><\/p>\n<h2>Trin 6: Tr\u00e6n dit team<\/h2>\n<p>Du har en skabelon til dine vidensartikler, og du har konfigureret dit service management-tool, s\u00e5 det underst\u00f8tter KCS*-processen. Super! S\u00e5 er det tid til at komme i gang. Brug en halv dag p\u00e5 at forberede dit team p\u00e5 den nye arbejdsm\u00e5de. Hvordan? Med et kursus.<\/p>\n<p>Hvad skal du bruge?<\/p>\n<ul>\n<li>Flipover-tavle<\/li>\n<li>Penne<\/li>\n<li>Post-its<\/li>\n<li>Computer til hvert teammedlem<\/li>\n<\/ul>\n<h3>1. Find forhindringer og frustrationer ved knowledge management<\/h3>\n<p>Tag en flipover og sp\u00f8rg teamet, hvilke problemer de m\u00f8der, n\u00e5r de finder eller deler viden. F\u00e5 dem til at identificere forhindringer og frustrationer. Der er gode chancer for, at du vil h\u00f8re om problemer, som f.eks.: &#8216;vidensbasen er aldrig opdateret&#8217;, eller &#8216;vores viden er spredt over hele organisationen&#8217;. Skriv alle problemerne ned p\u00e5 flipoveren.<\/p>\n<p>Opgaven viser det, som du og dit team kan forbedre. Eftersom lanceringen af KCS b\u00f8r l\u00f8se nogle af deres problemer, vil dit team bedre kunne forst\u00e5 hvorfor du vil introducere KCS. Og det er mere sandsynligt, at de bliver begejstrede for at \u00e6ndre deres arbejdsm\u00e5de.<\/p>\n<h3>2.\u00a0 Forklar konceptet KCS<\/h3>\n<p>Giv dit team nogle baggrundsoplysninger. Hvad er KCS? Hvilke typiske problemer tackler det? Del nogle praktiske eksempler fra andre organisationer.<\/p>\n<h3>3. Forklar og s\u00e6t i gang<\/h3>\n<p>I trin 4 i mit forrige blogindl\u00e6g bestemte du din KCS-proces. Nu skal dit team begynde at arbejde med KCS-processen:<\/p>\n<ul>\n<li><strong>Trin 1:<\/strong> Forklar metoden. Fort\u00e6l teamet, hvordan du vil arbejde i henhold til KCS. Vis processens flow for at g\u00f8re KCS-processen endnu mere gennemsigtig for teamet.<\/li>\n<li><strong>Trin 2:<\/strong> Giv en arbejdsinstruktion. Hvad sker der, n\u00e5r der kommer en ny foresp\u00f8rgsel? G\u00e5 igennem processen trin for trin i dit tool, s\u00e5 dine medarbejdere ved, hvor de skal klikke, og hvad de skal skrive hvor.<\/li>\n<li><strong>Trin 3:<\/strong> Kom godt i gang med tool\u2019et. Lad teamet g\u00e5 i gang med tool\u2019et. N\u00e5r dine medarbejdere selv gennemg\u00e5r processen, husker de den bedre. Lad f\u00f8rst alle l\u00f8se et par af de sager, der hyppigt forekommer i din organisation. Lad s\u00e5 alle sende sagen videre til naboen. Hvis alt g\u00e5r godt, b\u00f8r naboen kunne behandle sagen hurtigere end dig, fordi den forrige person allerede har registreret den n\u00f8dvendige viden i vidensartiklen.<\/li>\n<\/ul>\n<h3>4. S\u00e6t personlige m\u00e5l<\/h3>\n<p>Nu er dit team klar til at begynde at arbejde med KCS i virkeligheden. Lad alle i teamet s\u00e6tte sig et m\u00e5l. For eksempel: &#8216;Jeg vil l\u00f8se x procent af sagerne med en vidensartikel&#8217;, &#8216;Jeg \u00f8nsker, at min vidensartikel skal ses x gange&#8217;, eller &#8216;Jeg \u00f8nsker, at min vidensartikel skal bruges x gange til at l\u00f8se en sag med&#8217;. Dermed kan alle arbejde med deres m\u00e5l.<\/p>\n<p>Du s\u00e6tter m\u00e5lene som en ekstra motivation for dine teammedlemmer. Efter cirka en m\u00e5ned, samler du teamet og ser, om de personlige m\u00e5l er n\u00e5et. I s\u00e5 fald: fantastisk! Pr\u00f8v at finde ud af, hvad der virkede. Hvad gjorde det teammedlem, som andre kan l\u00e6re af? Hvis nogen ikke n\u00e5ede deres m\u00e5l, stiller du sp\u00f8rgsm\u00e5l, som f.eks.: hvad skyldes det? Hvad pr\u00f8vede de, der ikke virkede? Hvilke alternativer er der? M\u00e5ske var m\u00e5ls\u00e6tningen alt for ambiti\u00f8s?<\/p>\n<p>Husk, at det prim\u00e6re form\u00e5l med m\u00e5ls\u00e6tningen ikke er at bel\u00f8nne eller straffe nogen. Det er at l\u00e6re som et team. At udveksle ideer om, hvad der virker, og hvad der ikke g\u00f8r.<\/p>\n<h3>Lad os komme i gang!<\/h3>\n<p>Er tr\u00e6ningen f\u00e6rdig? S\u00e5 kan teamet begynde arbejdet! Det er tidskr\u00e6vende at komme i gang med knowledge management. Derfor er det sj\u00e6ldent realistisk at begynde at arbejde med knowledge management med det samme, alle ugens fem dage. Start med to dage om ugen. G\u00e5r det godt? S\u00e5 kan du forl\u00e6nge antallet af dage.<\/p>\n<h2>Efterbehandling: Coach teamet og overv\u00e5g fremskridtene<\/h2>\n<p>Nu arbejder dit team med KCS. Hvordan sikrer du dig, at dit team forts\u00e6tter med at arbejde s\u00e5dan? Coach teamet og overv\u00e5g fremskridtene. I begyndelsen b\u00f8r du f.eks. planl\u00e6gge ugentlige KCS-m\u00f8der. N\u00e5r dine teams er p\u00e5 rette spor, skifter du til m\u00e5nedlige m\u00f8der.<\/p>\n<p>P\u00e5 hvert m\u00f8de, g\u00f8r du to ting: du analyserer vidensgrundlaget og evaluerer processen.<\/p>\n<h3>Analyser din vidensbase<\/h3>\n<p>Hvordan overv\u00e5ger du, om din vidensbase bruges tilstr\u00e6kkeligt og korrekt? Se p\u00e5 f\u00f8lgende sammen med teamet<\/p>\n<ul>\n<li>Hvilken procentdel af sagerne l\u00f8ses med en vidensartikel? Tjek det for hele teamet og for hvert teammedlem.<\/li>\n<li>Er skabelonen til vidensartiklen udfyldt korrekt?<\/li>\n<li>Hvilke vidensartikler bruges mest? Og hvor ofte? Tallet viser, om teamet faktisk konsulterer vidensartiklerne. Kig efter ligheder, der ser ud til at f\u00e5 nogle vidensartikler til at fungere bedre end andre.<\/li>\n<li>Hvilket teammedlem har de mest konsulterede vidensartikler? Kig p\u00e5 hvert teammedlem, og se hvor ofte deres vidensartiklerkonsulteres. Der kan f.eks. v\u00e6re en kollega, der skaber en masse vidensartikler, som mange mennesker kigger p\u00e5. Hvad kan andre teammedlemmer l\u00e6re af den person?<\/li>\n<li>Har du en serviceportal? Se hvor ofte dine vidensartikler vises via portalen.<\/li>\n<\/ul>\n<h3>Evalu\u00e9r din proces<\/h3>\n<p>Hvordan coacher du holdet? Tag et flip-chart eller en stak post-its, og gennemg\u00e5 f\u00f8lgende sp\u00f8rgsm\u00e5l med dit team:<\/p>\n<ul>\n<li>Kan de lide den nye m\u00e5de at arbejde p\u00e5?<\/li>\n<li>Hvad l\u00f8ber de ind i? Vi h\u00f8rer ofte f\u00f8lgende: &#8216;Jeg kan ikke finde tid til at skrive vidensartikler&#8217;, &#8216;Jeg har sv\u00e6rt ved at skrive en vidensartikel&#8217;, &#8216;Jeg er bange for, at jeg ikke bruger de rigtige ord, n\u00e5r jeg skriver en vidensartikel&#8217;. Hj\u00e6lp dem med at l\u00f8se problemet. Du kan f.eks. s\u00f8rge for, at de f\u00e5r tid nok til at arbejde p\u00e5 KCS, eller vejled dem i at skrive vidensartikler.<\/li>\n<li>Har vi n\u00e5et de f\u00e6lles m\u00e5l, vi satte os p\u00e5 forh\u00e5nd? Se p\u00e5 de enkelte m\u00e5l og sammenlign dem med basislinjens m\u00e5ling eller den foreg\u00e5ende m\u00e5neds.<\/li>\n<li>Har du n\u00e5et dine personlige m\u00e5l?<\/li>\n<\/ul>\n<h4>Mere om knowledge management best practices?<\/h4>\n<p>S\u00e5 kan du med fordel download vores popul\u00e6re <a href=\"https:\/\/www.topdesk.com\/da\/e-boeger\/knowledge-management\/\">Knowledge Management e-bog.<\/a> F\u00e5 inspiration til, hvordan du opbygger et succesfuldt knowledge management.<\/p>\n<h6><em>*Knowledge Centered Service er en metode udviklet af Consortium for Service Innovation. Denne artikel er en fortolkning af denne metode og foresl\u00e5r p\u00e5 ingen m\u00e5de at v\u00e6re den rigtige. Alle rettigheder og fortolkninger tilh\u00f8rer Consortium for Service Innovation og kan findes p\u00e5\u00a0<a href=\"http:\/\/www.serviceinnovation.org\/\">www.serviceinnovation.org<\/a>. KCS\u00ae er et servicem\u00e6rke tilh\u00f8rende Consortium for Service Innovation \u2122.<\/em><\/h6>\n","protected":false},"excerpt":{"rendered":"<p>Det har altid v\u00e6re en udfordring at f\u00e5 helt styr p\u00e5 knowledge management. Det er altid vigtigt, men aldrig presserende. Knowledge Centered Service (KCS) har s\u00e6nket t\u00e6rsklen for at komme i gang med Knowledge Management, men mange organisationer k\u00e6mper stadig med at implementere det. Trin 6: Tr\u00e6n dit team Du har en skabelon til dine<\/p>\n","protected":false},"author":379,"featured_media":16726,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-14595","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":17394,"blog_hubspot_cta_link":{"title":"Download vores Knowledge Management e-bog","url":"https:\/\/www.topdesk.com\/da\/e-boeger\/knowledge-management\/","target":""},"toc_display":"full","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Implementer KCS i 6 trin - uddannelse og coaching<\/title>\n<meta name=\"description\" content=\"Overvejer du at implemente Knowledge Centered Service? 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