KNOWLEDGE MANAGEMENT & COLLABORATION

AT TATA CONSULTING

SERVICESPrepared by:

Ismail Bin Mahedin (P13D122P)

Samat Haron Bin Joll (P13D123P)

Hjh Sulzarina Bt Hj. Mohamed (P13D119P)

Dayang Suhana Bt Awang Bujang (P13D152P)

INTRODUCTION Is an IT-services, business-solutions and out-sourcing

organization that offers a portfolio of IT and IT-enabled services to clients all over the world.

Has over 108,000 IT consultants in 47 countries.

Corporate groupware was formed in 1998, and launched the KM-piloting in mid 1999.

Headquarters located in India and connected to all overseas office through Net and Lotus Notes Domino servers.

Q1: Analyze the knowledge management effort at TCS using the knowledge management value chain model.

Knowledge Acquisition

Over years TCS acquired a various body of knowledge and experience in several fields through on-shore and off-shore projects for its clients around the world for example Standard Chartered Bank, Hewlett Packard, GE health and etc.

To gains industry experiences TCS employees regularly rotate across various functions or different branches.

Employees encouraged to be certified by outside bodies for example IEEE.

Knowledge Storage

Develop various repository and database for knowledge storage such as Kbases, Process Libraries, KnowMax and Ultimatix.

Knowledge Dissemination

Using variety of techniques for example:

Ultimatix: a web based electronic knowledge management portal

“Tips of the day” email which comprise of technical, conceptual or human skills tips were shared within the organizations

Knowledge Application

Employees easily can access the knowledge repository at the corporate and other branch servers through the net

Which tools or activities were used for managing tacit knowledge and which ones are used for explicit knowledge? Explicit knowledge:

Kbases;

KnowwMax;

Ultimax;

Process Assets Libraries;

Tacit knowledge:

Redesign of development centers;

Propel sessions;

Knowledge Transition Sessions

Communities practice

Q2: Describe the growth of knowledge management systems at TCS. KM concept was introduced in TCS in 1995 and the team called

Corporate Groupware which forms in 1998.

This group launched KM-piloting in mid 1999 where KM in TCS covered nearly every function from Quality assurance to HR management.

Employees could access knowledge repository from branch and corporate servers through internet, with a browser front-end or a notes clients.

Knowledge repository also call Kbases which contained of various information about processes, business lines, line of technology and projects.

Then creates Process Asset Libraries (PALs) which contained information related to technology, processes, case studies as a project leaders references.

The PALs library and Kbases which were hosted on the net were merged with ultimatix which had sub-portals for quality management system, software productivity improvement, training materials and information tools.

TCs also develop KnowMax, which is a KMS using Microsoft share point portal that gave TCS consultants access to nearly 40 years of experiences and best practices arranged by type of engagement, the technology in use and customer requirements.

Supported more than 60 knowledge assets and was accessible via Ultimatix to all TCS associates. Any associate can contribute to the K-Bank and knowledge officers in order to maintain the quality of content.

How have these systems helped TCS in its business?

TCs can save time, costs and be more effective

Provide new or innovative solution for the customer

Can bid for higher level of projects

KM repository can capture best practices for projects and make the company act more efficient to serve their customers

Q3: Describe the collaboration tools used at TCS? What benefits did TCS reap from these tools? Tools used:

Infinity which includes instant messaging, IP telephony and video conferencing

Blogs & wikis

IdeaStorm, TIP

Mysite

Benefits:

Collaboration overseas and local offices improved as IM influence the cultural and pronunciation differences can be avoided which always occur on phone

Corporate communications was able to run 24 hours internal news broadcast to all TCS office around the world

Reduce travel and communication costs that is 40% and 6% respectively

Improved collaboration, communication and knowledge sharing among employees.

Q4: How did the web 2.0 tools help TCS to manage knowledge & collaboration among its employees?

Wikis

Collaboration on materials related to project

Support brainstorming sessions

Developing presentations

Blogs

To gather inputs on problems that they faced on a project

Just Ask system

Encourage Q&A among employees

The idea storm

Used by management help in generate idea on topic posts by corporate team

TIP

as a portal for product innovation and new ideas, and also help in solving problems

Social Networking-Mysite

Better communication among employees

Q5: How do you think KM tools have changed some key operational processes at TCS, such as bidding for few projects, project development & implementation, customer service and so on?

Timely, effective and cost efficient system development and implementation.

Improve customer services in term of knowing their requirement

Get ideas from other industries which are stored in KM databases

Provide new ideas and innovative solutions to resolve customer queries

Help management to bid higher level projects

Built capabilities to understand how to service clients through consultation

KM repositories can capture best practices in the projects that help to serve clients more efficient

THANK YOU