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

Query
1

Query forward

KMail
Responses forwarded
6 5

3 4

COMMUNITY

KAgent
KSummarizer

Response Repositorize responses

2 No result In repository

Repository
KPortal PIS

Broadcast and Delivery of knowledge available in the intranet universe K-Feed based on user profile and work context

KSpeak
Speech interface To K-Portal

KPortal

KSummarizer
Automatic Summarization (prescribed compression)

Infosys is constantly developing solutions to enhance knowledge exchange & collaboration

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

Sends a query
1 3

Responses are sent with zipped results attached

4

User A

Satisfied
2

Results found

Repository A Repository C

Repository B

Kmail (Continued)
Forward to Experts
4

Query is forwarded
5

User A

Responses are forwarded

7

Experts respond Add responses to repository

Expert List A

Earlier
Sends a query
1 3 Responses are sent with zipped results attached 2

Results found

Repository
A

Repository Repository C
B

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

The KCU scoreboard Recognizes the most active knowledge sharers and contributors

Rating interface Includes quality and usefulness of the document

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