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Knowledge Management
Practices
Introduction
Infosys
Limited
(formerly
Infosys
Technologies Limited) is an Indian
multinational provider of business consulting,
technology, engineering, and outsourcing
services.
 It is headquartered in Bangalore, Karnataka.
Infosys is the third-largest India-based IT
services company by 2012 revenues. Of this
revenue,
the
majority
comes
from
international business.
 In 2009, Infosys collected 1.2% of its
income from the domestic Indian market.

Infosys was co-founded in 1981 by N. R.
Narayana Murthy, Nandan Nilekani, N. S.
Raghavan, S. Gopalakrishnan, S. D.
Shibulal, K. Dinesh and Ashok Arora.
 The company was incorporated as "Infosys
Consultants Pvt Ltd.“
 Infosys has 67 offices between the US, India,
China, Australia, Japan, Middle East, UK,
Germany, France, Switzerland, Netherlands,
Poland, Canada.
 In 1999, Infosys achieved Capability Maturity
Model level 5 certification

KM- INFOSYS






Its efforts to distribute knowledge within the
company began with the establishment of
Education and Research Department in the year
1991 and the scope of the department grew with the
launch of intranet.
A fully fledged KM program began in 1999 with the
launch of K-shop. Through K-shop, knowledge
generated in each project across the global
operations of Infosys was captured.
A P2P Knowledge Management System (P2PKMS) taps into the knowledge existing on a user’s
machine.
“At Infosys, Knowledge
Management is central to
our core strategy of
providing differentiated
value to customers and
enabling their business
growth. KM has helped us
develop a pervasive
culture of beneficent
knowledge exchange
across geographies.”
- Nandan M Nilekani
Description in brief of KM in
Infosys

Aim- To move towards a "Learn Once, Use
Anywhere" paradigm.
 Objectivesa)To minimise the efforts scattered in redoing
learning that has already happened
elsewhere.
b) Ensuring that Infosys employees
(Infoscions) in contact with the customer
have the collective and organized knowledge
of the Infosys with them.
 Goal- Delivering all organisational learning to
benefit the customer.

Strategy- Knowledge Management Maturity
Model.
 Vision - globally respected knowledge leader
 Mission- To ensure that all the organisational
learning is leveraged in delivering business
advantage to the customer.
 Challengea. External Customer benefited through KM.
b. Empowerment through knowledge.

Infosys is essentially in knowledge intensive
business. Up gradation of knowledge and
history of evolution of further versions has its
own importance.
 Key determinants of Success are ability to
leverage know how, innovation and
reputation of the organisation as well as the
employees.
 'Balance Score Card' approach has gained
importance.

At Infosys
knowledge
management
has helped us
connect
people, bring
together
geographically
dispersed
workgroup and
create an
enduring
Initiation process


External structure initiatives from customers,
competitors, suppliers.
 Internal structure initiatives: Depends on the
leadership qualities of CKO and KM Mentor,
 Competence
initiatives: Individual Tacit
knowledge must be stimulated and tapped
KM Strategy



a)

b)
c)
d)

Key constituents of KM Strategy:
a. People,
b. Process, and
c. Technology.
An integrated KM strategies are used in
Quality Department
Information System (IS) Group
Marketing Group
Education and Research (E & R). These people
lead KM strategy with the motto of "We help
Infoscions make learning a way of life".
P2P-KMS Strategy
It taps into the knowledge existing on a user’s
machine. Each machine is considered a peer.
It participates in a decentralized knowledge
network.
 Multiple ad-hoc knowledge communities are
created without any central control or
administration.

Knowledge Management Maturity
Model (KMM)
To achieve KM success significant changes
are needed:
a. In the working culture,
b. In the Processes of the organisation, and
c. System in the organisation.
 The purpose of this model is to act as a
mechanism to focus, and help prioritize,
efforts to raise the level of KM maturity

This model Consists of 5 maturity levels:
 Initial
 Repeatable
 Defined
 Managed
 Optimized
Sparsh- The Intranet – (CIP) The
Central Information Portal










Home page consists of Official policies, and
documentation, Press Releases and Articles, Web
Based In house information system.
Email: Every Infoscions has access to support,
bulletin boards for official announcements as well as
technical and personal queries.
Virtual Classroom:
It is developed and deployed (installed) on the
intranet.
It has access to various courses (programs) whose
contents have also been developed by the Infoscions.
Discussion Forum: For Questions and Answers
related to various courses.
Several tutorials are there online, purchased legally.
Benefits of KM in INFOSYS
Profit improvement and making money through
information.
 Increase in share value in India and abroad.
 Asset and infrastructure enhancement.
 Knowledgeable and Wise Infoscions are long
term asset for Infosys.
 Improved Infosys brand name, as it provides
end-to-end solutions to its clients.
 Employee involvement and organisation
belongingness among them, talent retentions
through employee job satisfaction.

Continuous improvement in the customer
satisfaction.
 Infosys is able to beat the competitors with
riding high on the KM instead of business
intelligence.
 Increase in customer loyalty through
knowledge sharing.
 Faster Innovation is made possible.
 KM has provided seamless information flow
among all the stake holders increasing the
productivity.

Future needs and
challenges
Knowledge Preservation in the fast
technology obsolescence era has
become a major challenge.
 Up gradation of knowledge as well as its
storage devices and technologies has to
be up dated from time to time.

Conclusion


In the knowledge explosion era, Infosys has
achieved excellence in all the fields only
through continuous learning and knowledge
management. It must think beyond competition
and accept the multiple challenges in the world
through wise and knowledgeable Infoscions
thereby bringing complete paradigm shift in the
world through Knowledge Management motto of
Infosys 'learn once and use anywhere'.
Knowledge management at infosys

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Knowledge management at infosys

  • 2. Introduction Infosys Limited (formerly Infosys Technologies Limited) is an Indian multinational provider of business consulting, technology, engineering, and outsourcing services.  It is headquartered in Bangalore, Karnataka. Infosys is the third-largest India-based IT services company by 2012 revenues. Of this revenue, the majority comes from international business.  In 2009, Infosys collected 1.2% of its income from the domestic Indian market. 
  • 3. Infosys was co-founded in 1981 by N. R. Narayana Murthy, Nandan Nilekani, N. S. Raghavan, S. Gopalakrishnan, S. D. Shibulal, K. Dinesh and Ashok Arora.  The company was incorporated as "Infosys Consultants Pvt Ltd.“  Infosys has 67 offices between the US, India, China, Australia, Japan, Middle East, UK, Germany, France, Switzerland, Netherlands, Poland, Canada.  In 1999, Infosys achieved Capability Maturity Model level 5 certification 
  • 4. KM- INFOSYS    Its efforts to distribute knowledge within the company began with the establishment of Education and Research Department in the year 1991 and the scope of the department grew with the launch of intranet. A fully fledged KM program began in 1999 with the launch of K-shop. Through K-shop, knowledge generated in each project across the global operations of Infosys was captured. A P2P Knowledge Management System (P2PKMS) taps into the knowledge existing on a user’s machine.
  • 5. “At Infosys, Knowledge Management is central to our core strategy of providing differentiated value to customers and enabling their business growth. KM has helped us develop a pervasive culture of beneficent knowledge exchange across geographies.” - Nandan M Nilekani
  • 6. Description in brief of KM in Infosys Aim- To move towards a "Learn Once, Use Anywhere" paradigm.  Objectivesa)To minimise the efforts scattered in redoing learning that has already happened elsewhere. b) Ensuring that Infosys employees (Infoscions) in contact with the customer have the collective and organized knowledge of the Infosys with them.  Goal- Delivering all organisational learning to benefit the customer. 
  • 7. Strategy- Knowledge Management Maturity Model.  Vision - globally respected knowledge leader  Mission- To ensure that all the organisational learning is leveraged in delivering business advantage to the customer.  Challengea. External Customer benefited through KM. b. Empowerment through knowledge. 
  • 8. Infosys is essentially in knowledge intensive business. Up gradation of knowledge and history of evolution of further versions has its own importance.  Key determinants of Success are ability to leverage know how, innovation and reputation of the organisation as well as the employees.  'Balance Score Card' approach has gained importance. 
  • 9. At Infosys knowledge management has helped us connect people, bring together geographically dispersed workgroup and create an enduring
  • 10. Initiation process  External structure initiatives from customers, competitors, suppliers.  Internal structure initiatives: Depends on the leadership qualities of CKO and KM Mentor,  Competence initiatives: Individual Tacit knowledge must be stimulated and tapped
  • 11. KM Strategy   a) b) c) d) Key constituents of KM Strategy: a. People, b. Process, and c. Technology. An integrated KM strategies are used in Quality Department Information System (IS) Group Marketing Group Education and Research (E & R). These people lead KM strategy with the motto of "We help Infoscions make learning a way of life".
  • 12. P2P-KMS Strategy It taps into the knowledge existing on a user’s machine. Each machine is considered a peer. It participates in a decentralized knowledge network.  Multiple ad-hoc knowledge communities are created without any central control or administration. 
  • 13.
  • 14. Knowledge Management Maturity Model (KMM) To achieve KM success significant changes are needed: a. In the working culture, b. In the Processes of the organisation, and c. System in the organisation.  The purpose of this model is to act as a mechanism to focus, and help prioritize, efforts to raise the level of KM maturity 
  • 15. This model Consists of 5 maturity levels:  Initial  Repeatable  Defined  Managed  Optimized
  • 16. Sparsh- The Intranet – (CIP) The Central Information Portal        Home page consists of Official policies, and documentation, Press Releases and Articles, Web Based In house information system. Email: Every Infoscions has access to support, bulletin boards for official announcements as well as technical and personal queries. Virtual Classroom: It is developed and deployed (installed) on the intranet. It has access to various courses (programs) whose contents have also been developed by the Infoscions. Discussion Forum: For Questions and Answers related to various courses. Several tutorials are there online, purchased legally.
  • 17.
  • 18. Benefits of KM in INFOSYS Profit improvement and making money through information.  Increase in share value in India and abroad.  Asset and infrastructure enhancement.  Knowledgeable and Wise Infoscions are long term asset for Infosys.  Improved Infosys brand name, as it provides end-to-end solutions to its clients.  Employee involvement and organisation belongingness among them, talent retentions through employee job satisfaction. 
  • 19. Continuous improvement in the customer satisfaction.  Infosys is able to beat the competitors with riding high on the KM instead of business intelligence.  Increase in customer loyalty through knowledge sharing.  Faster Innovation is made possible.  KM has provided seamless information flow among all the stake holders increasing the productivity. 
  • 20.
  • 21. Future needs and challenges Knowledge Preservation in the fast technology obsolescence era has become a major challenge.  Up gradation of knowledge as well as its storage devices and technologies has to be up dated from time to time. 
  • 22. Conclusion  In the knowledge explosion era, Infosys has achieved excellence in all the fields only through continuous learning and knowledge management. It must think beyond competition and accept the multiple challenges in the world through wise and knowledgeable Infoscions thereby bringing complete paradigm shift in the world through Knowledge Management motto of Infosys 'learn once and use anywhere'.