The document discusses knowledge management and collaboration efforts at Tata Consulting Services (TCS). It describes how TCS introduced knowledge management in 1995 and formed a dedicated team called "Corporate Groupware" in 1998. This team developed various knowledge management systems and repositories over time like KBases, Process Asset Libraries, KnowMax, and Ultimatix to acquire, store, disseminate and apply institutional knowledge. TCS also utilized collaboration tools like Infinity, blogs, wikis and Ideastorm which improved communication between offices.

1. Team Members:
§ Cherry Linda Keripin (P14D393P)
§ Elina Tiu Chai Hui (P13D160P)
§ Alexander Mathew Kana (P14D384P)
§ Gesna Michael Jepus (P14D400P)
§ Teo Chiat Hua (P14D395P)
GST5083 : INFORMATION SYSTEMS AND E-COMMERCE
Week 5 (Assignment 3 – Knowledge Management and Collaboration at Tata Consulting
Services)
Lecturer :
Prof. Dr. Rusli Abdullah

2. GST5083 : INFORMATION SYSTEMS AND E-
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Study Review
Week 5 (Assignment 3 - Knowledge Management and Collaboration at Tata Consulting
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Tata Consulting Services (TCS) is an IT services, consulting
and business solutions organization that delivers real
results to global businesses. They were incorporated
in 1995 and India’s largest industrial conglomerate.
TCS offers a portfolio of IT and IT-enabled services to
clients all over the globe in horizontal, vertical and
geographical domains.
TCS has over 108, 000 world’s best-trained IT consultants in
47 countries.
TCS have introduced the knowledge management (KM)
concept back in 1995 and formed a dedicated KM team
called “Corporate Groupware’ in 1998. This group’s

3. Q1. Analyze the knowledge management efforts at Tata Consulting Services (TCS) using the knowledge
management value chain model
GST5083 : INFORMATION SYSTEMS AND E-
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Week 5 (Assignment 3 - Knowledge Management and Collaboration at Tata Consulting
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Knowledge Management Concept
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4. Q1. Analyze the knowledge management efforts at Tata Consulting Services (TCS) using the
knowledge management value chain model
The knowledge management efforts at TCS can be divided into the following activities:
1. Knowledge Acquisition:
§ Over the years, TCS had acquired a vast body of knowledge and experience in several fields
through on shore projects for its clients across the globe including GE insurance, GE Health,
Hewlett Packard, Prudential, Standard Chartered Bank etc.
§ TCS launched a number of training programs e.g. Initial Learning Program, Continuous
Learning Program and Leadership Development Program to name a few.
§ TCS regularly rotated people across various function and within other Tata Group of companies
to gain cross industry experience.
1. Employees were also encouraged to join outside bodies like the IEEE, and go in for
certifications.
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Week 5 (Assignment 3 - Knowledge Management and Collaboration at Tata Consulting
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5. 2. Knowledge Storage:
v TCS had developed various repositories and databases for
knowledge storage such as KBases, Process Asset Libraries,
KnowMax, and Ultimatix.
3. Knowledge Dissemination:
v Knowledge was disseminated using a variety of techniques
such as:
- Ultimatix a web based electronic knowledge management
portal;
- Propel session: brought together employees with similar
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Week 5 (Assignment 3 - Knowledge Management and Collaboration at Tata Consulting
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6. 4. Knowledge Application:
v Employees could access the knowledge repository that raised
on the corporate and branch servers through the intranet.
v Students or anybody should visit the TCS website to explore
the new capabilities developed by TCS and how it relates to
the knowledge they have accumulated over the years about
the customers, markets, systems development, and
technologies.
GST5083 : INFORMATION SYSTEMS AND E-
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Week 5 (Assignment 3 - Knowledge Management and Collaboration at Tata Consulting
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7. Which tools or activities were used for managing tacit knowledge and which ones are used
for explicit knowledge
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8. Q2. Describe the growth of knowledge management systems at TCS? How have these
systems helped TCS in its business?
Ø The concept of knowledge management (KM) was
introduced in TCS in 1995 and dedicated KM team called
“Corporate Groupware” was formed in 1998.
Ø This group launched the KM-pilot in mid 1999. At that time,
KM in TCS covered nearly every function, from quality
assurance to HR management.
Ø The employees could access the knowledge repository that
resided on the corporate and branch servers through the
intranet, with a browser front end or a Notes client.
Ø The knowledge repository, also called Kbases, contained a
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Week 5 (Assignment 3 - Knowledge Management and Collaboration at Tata Consulting
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9. continue
§ The next step was to create Process Asset Libraries (PALs)
which contained information related to technology,
processes, case studies for project leaders which were made
available to all development centers through the intranet.
§ The same thing was done through the web-based electronic
knowledge management portal library and Kbases, which
were hosted on the intranet, were merged with Ultimatix,
which had sub-portals for quality management system,
software productivity improvement, training materials, and
tools information.
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10. continue
§ TCS developed Knowmax, a knowledge management
system, using Microsoft share point portal server that gave
TCS consultants access to nearly 40 years of experience and
best practices arranged by type of engagement, the
technology in use, and customer requirements.
§ It supported more than 60 knowledge assets and was
accessible via Ultimatix to all TCS associates. Any associate
could contribute to the K-Bank and Knowledge officers were
made responsible for maintaining the quality of content.
§ The benefits of these tools and systems to TCS are described
in detail Q5.
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11. Ø TCS used a variety of collaboration tools:
- Infinity that includes instant messaging, IP telephony, and
video
conferencing;
- blogs and wikis;
- IdeaStorm, TIP, and
- Mysite
The benefit:
Ø Collaboration overseas and local offices improved as instant
messaging (IM) got rid of cultural and pronunciation
differences that could occur on the phone.
Ø Corporate communications was able to run a 24 hour internal
news broadcast to all TCS offices in the world
GST5083 : INFORMATION SYSTEMS AND E-
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Week 5 (Assignment 3 - Knowledge Management and Collaboration at Tata Consulting
Q3. Describe the collaboration tools used at TCS? What benefits did TCS reap from
these tools?
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12. Q4. How did Web 2.0 tools help TCS manage knowledge and collaboration among its
employees?
Ø Blogs, wikis, and other tools:
- boosts communication and productivity among employees
Ø Wikis
- collaborating on materials related to project,
- supporting brainstorming sessions,
- developing presentations.
Ø Blogs
- Used as a means to gather inputs on problems that they faced on
a project.
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13. continue
Ø JustAsk System
- allowed employees to pose a question and in turn get answers
from other colleagues, sometimes leading to a detailed
discussion.
- If someone often answered questions on a particular domain,
the
relevant specialist group invited that person into the domain
group
and thus gave the visibility to talent within the company.
Ø The IdeaStorm
- used by the management, helped in generation of ideas on
topics
posted by the corporate team.
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14. Q5. How do you think KM tools have changed some key operational processes at TCS, such
as bidding for new projects, project development and implementation, customer service,
and so on?
Ø Systems development and implementation activities are
more likely to be done by TCS in a manner that is timely,
effective, and cost efficient.
Ø The same for customer service – by knowing customer
requirements and also taking ideas from other
industries that are stored in the KM databases, the
company can provide new and innovative solutions to
resolve customer queries.
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15. Continue
Ø TCS aims to move up the value chain and to continue to
bid for higher level projects, beyond those of
maintenance and development.
Ø By accumulating knowledge, it has built capabilities to
understand how to service clients through consulting and
in other strategic areas. So KM has enabled TCS to
continue to move higher up and to bid for more strategic
projects.
Ø KM repositories that capture best practices in the
projects it has undertaken make the company more
efficient in servicing clients. This means it can execute
better.
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16. Conclusion
Ø Overall, KM tools have become a key strategic resource at
the company and all hires are required to learn them as a
part of their orientation.
Ø These tools are also the first go to before starting any
project or approaching a client.
Ø Knowledge in these database allows TCS consultants to
quickly gather intelligence about the client or similar
projects and thus align themselves better with what the
client might want.
Ø This has led to higher success rate in bidding and project
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Week 5 (Assignment 3 - Knowledge Management and Collaboration at Tata Consulting
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