KCS Practice 8: Leadership and Communication

Technique 8.1: Develop and Communicate a Vision

There must be agreement and common understanding of the vision at all levels of the organization. Although a well-crafted vision varies across organizations, effective company visions have 4 common elements:

1. Purpose - a simple value proposition
2. Mission statement - approach to achieving the purpose
3. Values - expected behavior to achieve the purpose
4. Brand promise - attributes of company relationship with customers

Technique 8.2: Create a Strategic Framework

A strategic framework can be developed in a short amount of time but serves an important purpose to help form a communication plan gain executive support.

Technique 8.3: KCS Benefits and ROI

KCS benefits the customer, the employees, and the business differently:

• Direct - near term operational improvements (3-9 months)
• Applied - new service and support opportunities (6-18 months)
• Leveraged - value-added support services (12-30 months)

Technique 8.4: Promote Teamwork

Team behavior drives KCS value. Encourage a team culture of collaboration and collective ownership.

Technique 8.5: Tap into Internal Motivators

Research shows that the top motivation factors are:

• Achievement
• Recognition
• The work itself
• Responsibility

Technique 8.6: Recognition Programs

Recognition is more motivating than rewards. An organization needs to place high value on KCS contributions to give validity to KCS recognition efforts.

Technique 8.7: Communication is the Key

An effective KCS communication plan is essentially an internal marketing plan, which should include:

• Target Audiences
• Key Messages
• What is In It For Me? (WIIFM)
• KCS FAQ
• Overcoming Objections
• Elevator Pitch
• Delivery Vehicles
• Programs and Activities for Engagement and Socialization

Technique 8.8: Leadership Accountability to the Knowledge Worker

Effective leaders own everything in their domain. Key KCS leadership competencies include: 

• Strategic agility
• Innovation leadership
• Dealing with ambiguity
• Courage
• Motivating others
• Customer focus

Technique 8.9: Leadership and Communication Indicators

Effective KCS leadership can be evaluated by:

• Communication Effectiveness Indicators - assess buy-in and understanding across the organization
• Organizational Value Indicators - operational efficiency, self-service success, business improvements