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

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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 other internal organizations at Dell.
Download the PDF file and you'll also get the slide notes I used during this presentation, which offers some additional explanation & background info on the main points of each slide.

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