WIPRO - Knowledge Management


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WIPRO - Knowledge Management

  1. 1. 1 Knowledge Management MOHAMMED ASRAR © Wipro Technologies
  2. 2. 2 Agenda  What is KM ?  A simple game for the participants  The KM Framework  KM Initiative at Wipro Key Areas Covered
  3. 3. 3 Knowledge Management  What is KM ? • A business process for managing our intellectual capital • An integrated and collaborative approach to the Creation, Capture, Organization, Access and Use of Information Assets (Gartner) • Knowledge Management (KM) involves aligning processes, people, and information technology to continuously capture, maintain, and reuse the key information and judgements that improve business performance. Competitive Advantage - Managing our Intellectual Capital
  4. 4. Wipro’s KM Vision  To be an organization where knowledge capture and sharing is the way we work, offering customers speed-to- deploy as well as innovative products and services focused on their needs, and offering employees an environment of continuous learning and productivity improvement 4
  5. 5. 5 Identify your Key Business Drivers KM Should address the Company’s key business drivers  KM Initiative- Addressing the Key Business Drivers • Competitive Responsiveness - ability to access existing information in time • Collaborative Work Culture - working as a collaborative team, sharing best practices, successes and failures, avoid reinvention and repeating mistakes • Shorter time-to-market - Shortened product and project life-cycles • Capture Tacit Knowledge - minimize loss due to attrition and mobility
  6. 6. 6 Culture Dimensions of the KM Framework All the dimensions of the Framework are equally Critical Dimensions of the KM Framework
  7. 7. 7 Connecting People to Content  Content • Providing Access to Business Critical Knowledge • Processes for creation, distribution and use of explicit knowledge – Marketing & Sales Support System – Reusable Components Repository – E-Learning System – Projects KM System
  8. 8. 8 Connecting People to Content
  9. 9. 9 Connecting People to Content
  10. 10. 10 Connecting People to People  Communities • Connecting people in need of Knowledge to people with Knowledge • Flow of tacit knowledge – Yellow Pages – Special Interest Groups
  11. 11. 11 Connecting People to People
  12. 12. 12 Collaborative Culture  Culture • Nurturing a culture of Innovation and Collaboration • Organizational Support for a change from an Individualistic to a Collaborative, Knowledge Sharing Culture. – Endorsed by appropriate Rewarding / Recognition for such behavior – Performance Management / Appraisal System to identify these behaviors as a key objective with appropriate measurement criteria.
  13. 13. 13 A Reward Recognition Framework x KM Applications x Yellow Pages Sales Support Reward Program Enterprise-wide Guidelines & Norms for Rewards Enterprise Level Account Level Business Unit Level Database (KCU) Application Specific Guidelines
  14. 14. 14 Tools/Technology and Business Processes Free flow of knowledge  Tools / Technology • Enabling free flow of knowledge and across business processes and systems  Business Processes • Flow of knowledge from various Business processes to form a common Knowledge Base – SAP, CRM etc.
  15. 15. 15 KM Measurement Measuring KM – on Engagement and Effectiveness  KM Engagement and Effectiveness Index • Engagement Parameters – Usage of KM Applications – Contributions to KM Application – KM Awareness Activities • Effectiveness Parameters – KM Six Sigma Project Initiatives – Productivity Improvement – KM Application User Satisfaction Servers
  16. 16. 16 A KM Framework KMTeam Organizational Values & Culture KM Vision & Strategy Infrastructure Bus.Processes Explicit Knowledge - Doc Repositories - Reusable Comp. Tacit Knowledge - Discussion Groups -Yellow Pages -Chat Rooms KM Measure -ments Capture Knowledge Create Organize Access Use Key Business Drivers
  17. 17. Key KNET applications  DocKNet – The repository of documents. Place to go to for anything ranging from technical documents, proposals to training material on various subjects  War Rooms – It is a virtual workspace for time -bound and task oriented jobs.  KoNnEcT – The Yellow pages with an associated database of experts, queries, responses and ratings. Popular and very useful!  Repository component- The repository of software reusable components and tools developed in-house 17
  18. 18. DOCUMENT TYPE  Analyst Reports  Approach Papers  Best Practices & Learning  Brochures-Product Brief  Case Studies  Competition  Customer Presentations  Customer-Industry Overviews  Data Sheet  Expertise notes  Facts aboutt Wipro  Marketscapes  Methodologies & Model 18 • New Wins • Newsletters • Proposal-related Documents • Proposals • Sales Support Templates • Technical Documents • Templates • Tips & Guidelines • Tool Comparison and Evaluation • Training Component • Value Proposition • White Papers • Wipro common
  19. 19. Employee Speak on KM/KNet:  “…I strongly believe that KNet is my productivity tool...”  “… With KNet things have changed, you now easily get the information orat least find a starting point. ….!”  “KNet is the first place that i would search for any information that is required for responding to bids….”  “Knet is my Wipro ‘Google’ for re-usable information” Customer Speak on Wipro’s KM:  “It was staggering [the amount of information and the variety of applications] 19
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