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					Managing Knowledge:
The Infosys Experience

Dr. V P Kochikar
Principal Knowledge Manager Infosys Technologies Ltd. kochikvp@inf.com

Agenda
• The imperatives driving organizations to implement KM • The Infosys KM effort – genesis, current status, benefits • Issues and challenges faced in building the knowledge infrastructure • Vision and plans for the future • Some possible lessons from the Infosys KM effort

Knowledge@Infosys

Knowledge Management Defined
People, process and technology directed towards the harvest and reuse of organizational knowledge.

“How can the organization update and use its knowledge more effectively?”
Knowledge@Infosys

Why all the Buzz Now?
• Enabling technologies in place • Physical resource saturation * • Increasing knowledge content of products and services • Pace of change
– Shorter response times – Constant learning

• • • •

Globalization Virtual work Rising stakeholder expectations Growth
Knowledge@Infosys

Infosys Today
• Partners in building Information Infrastructure for the New Economy • Among highest market capitalization among IT services companies on the NASDAQ • Forbes’ list of “20 for 2000” • SEI-CMM level 5 and ISO-9001 • Global presence • Over 8000 people strong, and growing • 220+ clients including 32 new clients in Q1 FY 2001
Knowledge@Infosys

KM: The Infosys Perspective
• All organizational learning is leveraged in delivering business advantage to the customer • Every Infoscion must have the full backing of the organization’s learning behind him/her
– customer fronting – planning and decision-making – internal customer service

“Learn Once, Use Anywhere”
Knowledge@Infosys

The KM Vision
To be an organization.. where every action is fully enabled by the power of knowledge; which truly believes in leveraging knowledge for innovation; where every employee is empowered by the knowledge of every other employee; which is a globally respected knowledge leader.
Knowledge@Infosys

KM Drivers
• Better Quality • Better Revenue Productivity (reuse, cycle time reduction, virtual teamwork) • Reduced Risk (diversify into new technologies, domains, geographical areas, services, resource interchangeability) • Greater Market Awareness • Higher Revenue Growth • Increased Customer Satisfaction

Knowledge@Infosys

KM: Challenges in Infosys
• Promote a sharing culture
– Evangelize the movement

• Build and sustain momentum • Deploy IT infrastructure • Ensure quality and currency of content
KM is a change process

Knowledge@Infosys

Evolution of KM at Infosys
1992: Body of Knowledge 1993-1994 1995: Technical bulletin, online learning 1996: Companywide Intranet (Sparsh) 1997: Marketing system, process assets, ... 1998: Project leaders’ toolkit 1999: People Knowledge Map, orgwide KM initiative 2000: Integrated Kshop portal
Knowledge@Infosys

Evolution of KM at Infosys
• Seminars and best practice sessions • Marketing systems • Process Assets & Capability Baselines • Body of Knowledge • On-line learning mechanisms • Odyssey • Project Leader’s tool-kit • Sparsh: the companywide intranet • Personal pages • Technical Bulletin Board • People-Knowledge Map

Knowledge@Infosys

Evolution of KM at Infosys
• Body of Knowledge
– Repository of experiential knowledge • > 400 entries; 10-12 additions / month, 300-400 accesses / month • Review process to ensure Quality / Usability, IPR issues etc. • Promotion – Incentives – Publicity – “Best BoK” award
Knowledge@Infosys

Evolution of KM at Infosys
• The People-Knowledge Map
– Expert locator - an organizational “Yellow pages” – 367 registrants – 411 mapped topics – 200 - 300 accesses / month

Knowledge@Infosys

Evolution of KM at Infosys
• Marketing systems
– Market intelligence, collateral, proposals, presentations, industry information, news clippings
q q

Intranet-based 400 accesses / month

• Odyssey
– a system that enables location-transparent access to web pages maintained by individual projects – user can search across entire repository

Knowledge@Infosys

An Integrated KM Strategy
• Staged conceptual framework for implementing KM defined
– The KMM Model

• An org-wide initiative • Steering committee to give direction • The KM deployment architecture defined

Knowledge@Infosys

KM Deployment Architecture
Content Architecture
• Internal, External • Knowledge-node hierarchy

Technology Architecture
• Knowledge Shop - the Knowledge Portal

People Architecture
• Facilitated Decentralized Approach • Knowledge Currency Units(KCUs)

Process Architecture
• Facilitation process • Content Management Process

Knowledge@Infosys

The KM Deployment Architecture :
The Content Architecture Each knowledge asset is characterized by: – a content type
• internal and external content types, 15 in all

– one or more knowledge areas (nodes)
• over 1100 knowledge nodes organized into a 4-level knowledge hierarchy

– target audience
• e.g., Business Managers or Project Leaders

– access level (security)
• by department, grade, role, or individuals.
Knowledge@Infosys

KM Deployment Architecture:
Content Types

Internal K-Assets
• Industry specific Knowledge Assets • Body of Knowledge (BoK) • Project Snapshot Documents • Internal White Papers & Reports • Reusable Artifacts • Discussion Groups, Chat Sessions • Internal FAQs • etc...

External K- Assets
• Glossary of business and Technical Terms • Technology Summaries • Online Journals & books • External White Papers and Reports • Technology and Business News • External FAQs • etc

Knowledge@Infosys

The KM Deployment Architecture :
The Content Architecture The Content Management Process
Maintenance Internal Knowledge Content
Author KMG

External Knowledge Content

Editing, Review
KMG

Publication

KM Database

External Knowledge Content
Automated

Reuse
Users

Knowledge@Infosys

The KM Deployment Architecture
- The Technology Architecture
Intranet Users

Satellite Repository

Intranet Users
Technical User

Intranet Users

Central KM Repository

KM Portal
Sales User

Satellite Repository

• Chat Forums • News Group Subscriptions • personal sites • Dept Sites • Expert finder • on-line learning and references • BI • ...

Firewall Security

Extranet

Customers Users

Knowledge@Infosys

Knowledge@Infosys

Knowledge@Infosys

Knowledge@Infosys

Knowledge@Infosys

The KM Deployment Architecture
- The People Architecture
Roles KM Roles Strategy
Process

Technology

Content

Central KM Group

Users

Knowledge @ Infosys

Roles KM Strategy
Process

Content

Practice Champions

Reviewers and Gurus

Roles KM Strategy
Content Knowledge@Infosys

Mechanisms for Promotion
• KCU (Knowledge Currency Unit) Scheme
• Branding • Knowledge summits • Publicity video • Mementos (Mugs, T-shirts) • Create a Customer Pull • Process and template redesign • Weekly Activity Report (WAR) code • Performance Indicators • Status updates at various fora • ‘Sabbaticals’

Knowledge@Infosys

The KM Deployment Architecture:
The Process Architecture • Processes to facilitate knowledge sharing and reuse
– process redesign

• Process to ensure content quality and currency
– reviewers and gurus – the composite KCU rating

• Process for KM effectiveness measures
– KM PIs – KM surveys

• Process for KM benefits measurement
Knowledge@Infosys

Making it Happen: A Sharing Culture
• Business Advantage
• Metrics, models and methodology to measure benefits of KM

• Personal Advantage
• Mechanisms that satisfy physical and psychological needs •KCU scheme, awards, visibility, recognition.

• System Demand • Process pull
• Performance Indicators
Knowledge@Infosys

Critical Success Factors A Few Lessons We Have Learnt
• Separate the hype from the reality quickly • Get commitment and support from top management resource, moral • Strike the right balance between people oriented and repository oriented approaches
– How much context can we capture? – How amenable are we to technology-based approaches? – What investment are we looking at?
Knowledge@Infosys

Critical Success Factors A Few Lessons We Have Learnt
• Strike the right balance between centralization and decentralization
– Can we justify dedicated resources? – What guarantees are expected? – Accommodate all positions!

• Get buy-in across, but focus on high-payoff areas • Get and celebrate small victories • “Walk the Talk” soon - Pilot • Be hard-nosed about “KM” products and services
Knowledge@Infosys

Critical Success Factors A Few Lessons We Have Learnt
• The implementation life cycle
– – – – – – Infrastructure Basic content Awareness Usage Growth “Take-off”

• Manage expectations well
– “KM agglomeration”

• Understand and manage KM as a change process
Knowledge@Infosys

Thank You


				
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posted:9/28/2009
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