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