Knowledge-Centered Service (KCS)

What each level means

The P1–P5 scale is shared across every skill, but what each level means changes with the skill. This is what it looks like in practice.

1. P1

   Describes the process, controls, stakeholders and basic decisions involved in Knowledge-Centered Service (KCS).

2. P2

   Executes standard Knowledge-Centered Service (KCS) activities accurately within established controls and escalates exceptions.

3. P3

   Owns complex Knowledge-Centered Service (KCS) cases/processes, improves controls and coaches colleagues.

4. P4

   Sets cross-team standards and governance for Knowledge-Centered Service (KCS), integrating risk, metrics and stakeholder needs.

5. P5

   Defines enterprise strategy or external practice for Knowledge-Centered Service (KCS) and develops other experts.