Case Study - KM at Infosys

Vision of the Infosys KM Program

• To be an organization– where every employee is empowered by the

knowledge of every other employee– which believes in leveraging knowledge for

innovation– which is a globally respected knowledge leader– which believes in knowledge-partnering with

customers for mutual benefit

KM at Infosys

• First Indian Company to win the Global MAKE Award. Hat-trick in 2005

• The only Indian Company in the MAKE HALL of FAME

• Only Indian Company to win the MAKE Asia Award every year since inception in 2002

Key Objectives and Drivers for KM at Infosys

• Better Quality• Better Revenue Productivity• Reduced Risk• Greater Market Awareness• Higher Revenue Growth• Higher Customer Satisfaction

Evolution of KM at Infosys• 1992: Body of Knowledge• 1995: Technical bulletin, online learning• 1996: Corporate Intranet (Sparsh)• 1997: Marketing system, process assets• 1998: Project leaders’ toolkit• 1999: People Knowledge Map, corporate KM initiative• 2000: Integrated KPortal, Satellite servers• 2001: Customization, Subscription, Process level changes• 2002: Process level changes, Skills Central, Integrated Search• 2003: Implicit knowledge sharing, KM in Projects, Benefit Measurements,

KMail• 2004: KPortal on Extranet, quantification of KM benefits, KM for Client

KM tools

• KAgent• KClassify• KMark• KSpeak• KSubscribe• KSummarize• KMail• KShop

KMail

Repository

QueryQuery forward

ResponseResponses forwarded

Repositorize responsesNo result

In repository

1

2

3

4

5

6

KPortal

KSpeakSpeech interface

To K-Portal

KPortal PIS

KAgentKSummarizer

• Broadcast and Delivery of knowledge available in the intranet universe

• K-Feed based on user profile and work context

COMMUNITY

KSummarizerAutomatic Summarization (prescribed compression)

Infosys is constantly developing solutions to enhance knowledge exchange & collaboration

KMail: An Automatic e-mail Based System for Real-time Collaboration

• User A

• Sends a query• 1

• Results found• 2

• Responses are sent with zipped results attached

• 3

• Satisfied• 4

• Repository A

• Repository B

• Repository C

Kmail (Continued)

User A

Forward to Experts4

Query is forwarded

5

Experts respond

6

Add responses to repository

7

Responses are forwarded

8Expert List A

Earlier

Sends a query

Responses are sent with zipped results attached

Results found

1

2

3

Repository A

Repository B

Repository C

A Walk through the KM portal of Infosys..

KShop Homepage

KShop Home page

Search for Knowledge Assets

KShop Search Interface

- Shows the information architecture

Search Results

Search results – Rated according to

KCU*A typical Document

Document Rating and Reward/Recognition Scheme

Rating interface

Includes quality and usefulness of

the document

The KCU scoreboard – Recognizes the most

active knowledge sharers and contributors

Project Snapshot Search

Project Snapshots – Gives a brief overview

of each project including the key people involved,

technologies used etc

Experts Search

Expert search interface

A typical expert details

- Includes the knowledge areas

proficient in

Communities – Discussion Forum

The discussion forum interface view

- This is integrated with MS Outlook

A typical discussion thread

“KM in Projects” Process Kit

The KM Kit – KM Practitioner’s and

adopter’s training & compliance kit