Knowledge Management as a support to enterprise solution

Presented by:Neha Kumar (A029)Rashi Kapur (A039)Sonal Rajadhyax (A050)Tarannoom Rehmani (A053)Yuvraj Tandon (A059)

Types of KnowledgeTacit Knowledge – Knowledge

that is available with people. It is not recorded or available as a hard copy. It is developed out of personal and professional experience.

Explicit Knowledge – Knowledge that is available in a recorded format. Egs.) Company guidebooks, policy documentations etc.

What is KMS?It is an ERP system that helps to

collect, collate and present knowledge in an appropriate manner

It is an ERP2 implementationKMS assists organizations to

intelligibly management knowledge that is generated, using the right technology

Why KMS?Provides strategic advantageHelps to reduce investment in

time and money to find solutionsProvides a value addition for

customer by delivering faster and better outcomes in same price

Ensures higher efficiency, better insights and improvement in products and services

Company ProfileMNC providing information

technology, consulting and BPO services

Customers include banking, insurance, healthcare, education, product engineering services, energy and utilities and independent software vendors.

Need for KMS in CompanyCompany is an IT service based

companySuccess of organization depends upon

effective and efficient delivery of customer expectations

Different technologies used in different projects should be leveraged across the organization

Best practices and management techniques used across projects should be leveraged

Requirement Analysis

AS IS Scenario:Basic Structure in the

organization –

Organization -> Business Unit ->Accounts ->Individual project(s)

Current information flow is only limited to within Accounts (SILOS effect)

Technologies, best practices and knowledge used in other projects was not available throughout the organization

Requirement Analysis

TO BE Scenario:Removal of SILOS effectFree flow of knowledge within the

organization

Business SolutionsInternally developed software to

support KMSTeams were associated with

development and maintenance of KMS database, user interface and to manage scalability and flexibility.

Implementation and Feasibility StrategyUnderstanding the company’s

structure i.e. Organization -> Business Unit ->Accounts -

>Individual project(s)

Understanding potential knowledge from each link in the structure

Determining the required resources to be applied in the KMS implementation

Change Management

Planning for ImplementationAdopted Parallel and Big Bang

approachChange Management to be

achieved through heavy branding and advertising of new look and feel

Implementation to be released through Big Bang

Parallel Approach adopted for easier transition of employees to use new KMS

Roles and Responsibilities of StakeholdersMajor stakeholders in

organization KMS – EmployeesEmployees responsible to create

CoP (Communities of Practice)Different Roles and

Responsibilities in CoP: Owner – Identification of team members, SPOC for CoP, Drives CoP’s activity plan

Sponsor – Member of Senior Leadership, Forms vision of CoP, taps into knowledge pool of CoP for wealth creation

Web Researchers – Search for relevant criteria, Create knowledge repositories for CoP

Content Creators – Create and Synthesize content for CoP to be shared with organization

Members – Participants in all CoP activities, Active contributors

Management ChallengesManagement wished to

implement a KMSChallenges faced by

Management:Convincing BU heads to share

knowledgeConvince clients of their data

integrity

Technical ChallengesAuthorization and Authentication

to use KMSData and Knowledge access

controlsHardware requirements – number

of dedicated servers, network considerations, scalability etc

Constant changes to support new features and maintenance activities

People ChallengesAcceptance of new culture of

knowledge sharingChanging outlook of employees

to understand benefits of sharing knowledge across the whole organization

IT InfrastructureDedicated KMS ServersKMS data entry serversAuthentication and Authorization

ControlsAccess Level controls within the

CoP

SWOT Analysis

STRENGTHS- Builds Talent

- Essential Business Asset

- Combining of Tacit and Explicit knowledge

THREATS- Creation of shield to

protect knowledge database

- Improvisation on techniques to share

information- Knowledge Security

OPPORTUNITIES- Quality

Maximization and Cost Minimization

- Application of unique knowledge to

obtain market advantage

WEAKNESS- Knowledge is

abstract- Knowledge cannot

be measured- Difficult to assess

PEST Analysis

POLITICAL- Customer

Legalities, Rules and Regulations w.r.t

knowledge sharing

TECHNICAL- Sustenance of knowledge in

different formats- Scalability- Real time

knowledge sharing - Usability should be

easy

ECONOMIC- Monetary value

attached to knowledge by

customer- Knowledge is a

valued asset

SOCIAL- Co-operation of

management, customers and

employees- Change in outlook

to use KMS

Future ScopeAccess through different mediums like

mobile phonesStringent and effective checks so

irrelevant data is not uploadedStreamlined and Easier process to

upload knowledgeComplete removal of BU and Account

SILOSRemoval of Data RedundancyImplementation of interesting ways to

keep employees enthused to use KMS

ConclusionKMS implementation bridged

gaps of knowledge in organization at BU, account and individual project level

Information about new technologies and techniques now shared more effectively

Not full blown implementation, but current KMS implementation is already successful

Referenceshttp://www.unc.edu/~sunnyliu/inl

s258/Introduction_to_Knowledge_Management.html

http://www.knowledgeonecorp.com/news/pdfs/A%20Knowledge%20Management%20System%20-%20A%20Discourse.pdf

Organization’s intranet: http://ispace.igate.com