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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 ired 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, ing 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 s 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
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 one’s 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
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 ired 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, ing 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 s 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
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 one’s 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
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