Knowledge Management

Nafees KhanBatch 2015-17

A-56PRN 15020441147

• Known for creating “products that stimulate the senses and refresh the spirit”

• Effectively managing a combination of its resources, capabilities and core competencies, has allowed Sony to create a strong sustainable competitive advantage

• During the video product development of the 1970s, Sony created three core competences: a knowledge-sharing culture, a knowledge management system for tuning technology, and a "waterfall" strategy, which increased market value and maximized opportunities for Sony and its partners

•Knowledge for management•Knowledge for employees•Knowledge for dealers•Knowledge for customers•Knowledge for government•Knowledge for shareholders

OBJECTIVES

Sony Group Code of Conduct

• Adopted in 2003• Basic internal standards to be observed by all directors, officers and employees

of the Sony Group• Contains legal and compliance standards and Sony's policies for ethical

business practices and activities• Serves as the subject for frequent “tone from top” in messages• To date, the document has been translated into 26 languages

Sony Group compliance hotline system

• a resource for employees to report concerns or seek guidance about possible violations of internal policies

• allow the Sony Group to respond swiftly to risks of such violations

Data collection- personal data and preferences from customers

• Through SONY portals, from dealers, websites, surveys, chat rooms, cookies, web beacons etc

• Fulfill its obligations under any sale and purchase contract• provide customer care, • Ask opinions on Sony products and services• Conduct product surveys• Facilitate searches and requests for information on products and services• Provide the latest products and services information, including upgrades and

special offers• Improve Sony products and services• Conduct prize draws, contests and other promotional offers

Website Address for Dealers

Sony uses HRB portal for HR Management

•Enables employees to independently carry out limited actions•In line with preconfigured access rights•Freeing HR professionals from mundane tasks•Allowing them to focus resources on more critical issues

Why HRB?

•Functional possibilities of HRB Portal allowing all Sony employees to participate in e-business processes• Significantly reducing paperwork for staff of hr and financial services•Considerably lowering the human impact on the work results• Enabling to tighten control over business processes

REMOTE ASSESSIBILITY + 24X7 AVAILABILITY

Quality hotlineGathers product quality-related information from Sony Group employees

Includes reports as well as problems

• Employees send messages regarding such matters that are too difficult to handle at their workplace and problems concerning the quality of Sony products and/or customer services from the customer's perspective, to the Quality Hotline's in-house website.

• After investigation, the Quality Hotline introduces measures to prevent previous problems from recurring and precluding potential new problems.

Sony’ s quality hotline in house website

Quality improvement

Establishment of human resource development committees for each specialist field

• Operates across organizational and business boundaries

• Gather experts in each field from across the Sony Group

• Experts discuss medium- to long-term measures and programs appropriate to the field's particular characteristics based on debate on what experience is necessary for early acquisition of expertise

• Helps employees to acquire a diverse array of knowledge

• The active cross-pollination of such knowledge generates new value and innovation

ExpertsFromVariousfields

Human recourse development committee

DiscussionsAnd debates Spreading

of knowledge

Data protection and Accessibility

Secure Sockets Layer (SSL) encryption is used when collecting or transferring sensitive data to make the data unreadable by anyone but SONY

• Allows customer and employee account data to be password protected• - physical, electronic, and procedural safeguards that comply with regulations

to protect Data• limit access to Personal Data of customers. Only those employees who need to

come into contact with that data, will do so

Both technical andorganizational measures

• Opinions, reports of malfunctions after purchase, questions regarding use and other feedback received through Customer Information,

• Centers are evaluated and given to the planning and design groups to make improvements in product quality and product power.

Customer Care Website : Sony India

THANK YOU