KCS Consortium Presentation: Success & Challenges with Dell's Global Knowledge Centered Support (KCS) Programs

KCS - Lessons Learned from Application Support

This is a presentation delivered to the Consortium for Service Innovation during a workshop held in September of 2007 in Dallas, TX with ATG (now Oracle). It highlighted the early successes and challenges encountered by the early adopters in Application Support & Services while implementing Knowledge Centered Support (KCS) and the lessons learned and shared as adoption of KCS grew throughout Dell.