Knowledge Management at Infosys

Submitted by Abhilash.R.Krishna & Sajish V.S MBA (IB) SMS, CUSAT Email:abhilashrkrishna@gmail.com sajish999@gmailcom

namely. The department began gathering content and knowledge that was available within the organization and the scope of the department grew with the launch of intranet Scenarios such as this are common across software companies worldwide. Gopalakrishnan. there is a greater percentage of knowledge workers than so-called hand workers. In the same year Infosys received ISO 9001 IT certification. Infosys gave importance to learning in the organization. and so forth). D. Infosys was inducted into the Global Most Admired Knowledge Enterprises (MAKE) Hall of Fame in the year 2005 due to its innovative KM initiatives.Introduction The case presents the knowledge management (KM) practices of Infosys Technologies. Narayan Murthy borrowed Rs. Narayan Murthy and six of his colleagues. Its efforts to assimilate and distribute knowledge within the company began with the establishment of Education and Research Department in the year 1991. In 1999. Infosys serves the client globally and as one of the pioneers in strategic offshore outsourcing of software services. we review KM practices at Infosys. Raghavan. it has leveraged the global trend of offshore outsourcing. K. Infosys became a public limited company and successfully completed IPO in India. discussing how to implement KM and revealing some of its potential benefits. S.R. Shibulal. Knowledge workers spend some time doing hand work (typing. but this is just to properly format the knowledge. writing email. Knowledge workers alone can’t sufficiently gather and distribute knowledge. Infosys helps large global corporations and new generation technology companies in building new products or services and in implementing prudent business and technology strategies in the contemporary dynamic digital environment. one of the leading software companies based in India. History Of Infosys Infosys Technologies is a leading Information Technology (IT) company which provides end-toend business solutions that leverage technology. In 1987 Infosys got its first foreign client. Infosys was founded on July 2. Organizations require an infrastructure to support such workers and an information flow that enables knowledge dissemination. Since its inception. Hence. S. If you look at typical software scenarios. knowledge management assumes enormous significance. Infosys set up its first office in Europe in Milton Keynes.000 from his wife Sudha Murthy as seed capital for the company. Data Basics Corporation from the United States and opened its first office in the USA.10. S. 1981 by N. N. In 1993. UK in 1996. Here. Dinesh and Ashok Arora. Nandan Nilekani. Infosys crossed $100 Million in annual revenue and was listed .

domain. It executes nearly 1. the software project bears the cost— typically 2 to 3 percent of the total cost . Users can search the documents based . Knowledge at Organization level Infosys provides consultancy and software services worldwide to Fortune 500 companies. A central pool created for this purpose funds the majority of the KM costs. and People Knowledge Map. Infosys crossed US $1 Billion in annual revenue. there are approximately eight full-time people designated as brand managers who help build and maintain the KM infrastructure. In addition. Then. Infosys restricted KM to certain pockets within the company.Infosys manages organization-wide knowledge using three centrally operated knowledge repositories: the Knowledge Shop (K Shop).on NASDAQ. In 2004. managing knowledge at Infosys is a huge challenge. project experiences. and so forth. the K-Shop has an excellent search facility that offers search through multiple parameters. In 2000. trends. In the same year Infosys opened offices in Germany. and so forth. internal or external literature.000 software projects at any given point in time in diverse areas such as telecom. In 2006. for project-level KM. HTML or Word). design documents. and Australia. Its corporate headquarters is in Bangalore. Infosys crossed $200 Million in annual revenue. Today Infosys has more than 50.000 employees and has presence in more than 20 countries across the world. First rank in the Business World's survey of "India's Most Respected Company" in 2002. They can submit the articles in any format that the Web supports (for example. Rated Best Employer of India in a study by Business Today-Hewitt Associates in 2001. Needless to say.Infosys completed 25 years of its existence and its revenues crossed $ 2 billion. Process Asset Database. it began a KM initiative with a steering committee that had presentation from the Board of Directors and senior management. However. It was Indian company to be listed on NASDAQ. and Company designed templates for various content types to ensure uniformity. Infosys built the K-Shop architecture on Microsoft site server technology. finance. and test plans. Until late 2000. Belgium. Sweden. The company encourages people to submit papers related to technology. a LAN system called the Process Asset Database captures the “as is” project deliverables. manufacturing. Currently. and all employees can access it through a Web interface. Because only a few employees write their experiences in the form of a paper. K-Shop documents are available to all Infosys employees and are segregated based on the user’s selected keywords and content type. This contains project artifacts such as project plans. culture. insurance. Major Achievements of Infosys     First Indian company to be listed on NASDAQ First company to be awarded the "National Award for Excellence in Corporate Governance" conferred by the Government of India in 2000.

on domain. The project manager defines the KM activities in the project plan. which then serves as a guide. project code. When an employee reads or uses a document from the K-Shop. In addition. Each project also maintains a project-specific knowledge repository and a detailed training plan with material to tackle project attritions. This helps provide new projects with information on similar. Infosys’s intranet portal Sparsh serves as the window for all systems and acts as the central tool. project type. The reviewer and author are rewarded with knowledge currency units. and templates. so projects reuse knowledge effectively and can reduce effort and cost. previously executed projects and helps set quantitative goals. As mentioned earlier Infosys need more than one system or mechanism for KM. KM at the Project level KM is even more important for a particular software project than it is for an entire organization. customer name. The company’s Quality System Documentation is a repository of all process-related guidelines. In addition. about 2 to 3 percent of project effort is spent in KM activities. The People Knowledge Map is a directory of experts in various fields. Infosys also has electronic bulletin boards for discussing technical and domain-related topics. Typically. he or she is encouraged to give KCUs for that document based on the benefits gained from reading it. Authors can accumulate KCUs for their documents and redeem them for cash or other gifts. Thus. The directory’s usability is enormous because it provides multiple nodes or topics. It serves as the bridge between two knowledge workers: the user and the provider. checklists. the K-Shop publishes it. KCUs serve twin objectives: they act as a mechanism both for rewarding knowledge sharing and .KM in projects is everybody’s responsibility. Many Infosys projects have Web sites to manage knowledge content. If found acceptable. there are news groups and newsletters from various departments that discuss the latest technology and business trends. technology. It is an intranet-based system where employees can search and locate experts. projects also hold weekly knowledge sharing sessions where team members discuss and document past learning. These serve to standardize the process followed in a project and hence the project’s outputs. Benefits for the Employees When a person submits a document to the K-Shop. experts chosen from the People Knowledge Map review the document in detail. and so forth. The benefits of effectively managing and sharing knowledge in a project team include the ability to    Easily react to customer requests Improve productivity through fewer defects and rework Improve teamwork Dynamic KM is essential in a software project because in many cases the project depends on the availability of the latest knowledge.

All the centers could access real time data. Each time another employee uses the document. the author could earn between 0 and 10 KCUs. For example. 10 KCUs translate to around 0. depending on the document type. An external literature would get three points and an internal white paper would fetch 10. suppose an author submits a document. In cash terms.50 percent of the author’s salary.infosys.htm http://portal.org/citation. A rough estimate shows that Infosys reduced its defect levels by as much as 40 percent. Also. 3.org/wiki/Infosys http://www. He or she can get anywhere between three and 10 KCUs. This significantly reduces the associated rework and thus the cost of detecting and preventing defects.rating the quality of assets in the repository.icmrindia. By 2005. Infosys had highly sophisticated KM systems in place. from any of its DCs.com . During K-Shop’s first year. http://en. Uniformity of data was maintained across the DCs of Infosys worldwide. effective reuse has increased productivity by 3 percent. KM has helped Infosys increase its productivity and reduce defect levels.600 documents. the author’s cumulative earning will increase each time the document is used. The centralized KM system in Infosys was accessible to all Infosys employees.acm. Hence. employees submitted over 7. 4. References 1. 2. All of this has been possible due to faster access to accurate information and reuse of knowledge.cfm?id=626404 www.org/casestudies/catalogue/IT%20and%20Systems/ITSY055.wikipedia.

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