You are on page 1of 20

KNOWLEDGE MANAGEMENT @ TCS

ADITYA R

16102

FERZAAD

16117

RASHMICA

16134

SINDHOORA 16146
SRUTHI

16150

OBJECTIVES

What is knowledge management (KM)?

Vale of KM in Business

KM value chain

KM @ TCS

Enterprise Content Management Systems

5iKM3 Maturity Model

KM Tools @ TCS

Impact of KM Tools @ TCS

Benefits and Challenges.

KNOWLEDGE

Data - Flow of events

Information - Organize data into categories

Knowledge - Tacit and explicit

Dimensions of knowledge

Knowledge is

Sticky
Situational
Not universally applicable

Knowledge management-Create, Store, transfer, and apply knowledge.

VALUE FOR BUSINESS

Ability to create and manage value

Incorporate environment knowledge into business process.

Three types

KNOWLEDGE MANAGEMENT VALUE CHAIN

KNOWLEDGE MANAGEMENT @ TCS

Won Indian MAKE (Most Admired Knowledge Enterprises ) Award for 2013 for a second
consecutive year

Organizations against the MAKE framework of eight key knowledge performance


dimensions.
- creating an enterprise knowledge-driven culture
- developing knowledge workers through senior management leadership
- innovation
- maximizing enterprise intellectual capital
- creating an enterprise collaborative knowledge sharing environment
- creating a learning organization
- delivering value based on customer/stakeholder knowledge
- transforming enterprise knowledge into shareholder/stakeholder value

CUSTOMER EXPERIENCE MANAGEMENT


Efforts

Pinpoint the sources of customer dissatisfaction (and satisfaction) with the


experience gained.

Create predictive scenarios to anticipate customer needs.

Strategically integrate back-office operations to deliver a cohesive customer


experience through front-end tools and technology.

Benefits

Be agile, allowing them to quickly adjust to business demands.

Gain customer insight for better business decisions, which drive business results.

Build customer loyalty and move toward customer advocacy.

Differentiate their customer experience from key competitors.

AN ENTERPRISE
CONTENT MANAGEMENT SYSTEM

An enterprise content management system has


capabilities for classifying, organizing, and
managing structured and semi structured
knowledge and making it available throughout the
enterprise.
SOURCE: KENNETH C. LAUDON & JANE P. LAUDON (2012), MANAGEMENT I NFORMATION SYSTEMS: MANAGING THE DIGITAL FIRM,
TWELFTH EDITION, PEARSON.

ENTERPRISE CONTENT MANAGEMENT


COMPONENT IN TCS

KM MATURITY MODEL 5iKM3


3 PILLARS OF THE MODEL

People- includes culture

Process- includes policy and strategy

Technology- includes infrastructure

PURPOSE OF ASSESSMENT MODEL

Identify current state of organization

Statement of current process

Benchmarking with 5iKM3

Identify suitable interventions

Plan the next course of action

10

KM MATURITY MODEL 5IKM3

1st- No formal process to put

knowledge in use

2nd- Realization of benefits by


applying knowledge

3rd- Impact and benefits were seen

4th- Collection and collaboration


of intelligence

5th- Leading to process optimization

11

WEB 2.0 TOOLS

Employees has using blogs, wikis, and other tools were used to boost communication and
productivity.

Wikis were used for collaborating on materials related to project, supporting brainstorming
sessions, and developing presentations.

JustAsk System allowed employees to pose a question and in turn get answers from other
colleagues

The IdeaStorm, used by the management, helped in generation of ideas on topics posted
by the corporate team

TCS also used social networking like MySite to help employees communicate better with
each other

12

TCS - Knowledge Management Tools


Enterprise Content Management (ECM) aims at managing all of the unstructured
information or content in an enterprise.

The TCS MasterCraft Knowledge Manager enables stakeholders in an organization to capture,


consume and manage all the three types of critical knowledge (tacit, explicit and embedded),
constantly improve it and collaboratively share it with other users to reap significant benefits.
Explicit K-platforms KBase process asset libraries, Knowmax, Ultimatix
Tacit K-platforms Development centers, Propel sessions, KT sessions and communities of
practice*

*Source : Knowledge Management using Enterprise Content Management


www.tcs.com

by Anand Rao,

TCS - Knowledge Management Tools

Enterprise ProcessWeb

Enterprise Search

Ultimatix Recommends

Factsheet

Iqms wiki

IdeaMax

KNOWMAX

Mindworks

NewsDesk

TCS Top10

Name 4 tools used by TCS in


Knowledge Management

proactively obtaining
feedback

IMPACT OF KM TOOLS
Timely

Efficient

Effective

17

IMPACT OF KM TOOLS

TCS looking to move up the value chain-above and beyond maintenance & development

Has accumulated knowledge and built capabilities to service customers through


consulting and other strategic areas

KM repositories have enabled TCS to implement best practices in projects-more efficient


service for clients

Increased efficiency leads to better execution

Same can be applied for customer service

Ideas from various industries stored in KM database can provide innovative solutions to
problems

18

CHALLENGES & BENEFITS

Challenges:
Extensive implementation would lead to a decrease in ones creativity
Dependence on the documents rather than being able to think independently

Benefits
Reduced employee attrition rate
Timely availability of solutions/responses online
Larger pool of knowledge resources available as no: of contributors increase

19

THANK YOU !

20