Tata Consulting Services (TCS) uses knowledge management to acquire, store, disseminate, and apply knowledge across its global operations. It captures both explicit knowledge using tools like databases and tacit knowledge through collaboration tools and communities. These knowledge management efforts allow TCS to improve client services, increase efficiency, and enhance collaboration between its 108,000 employees in 47 countries.

1. KNOWLEDGE
MANAGEMENT AND
COLLABORATION AT
TATA CONSULTING
SERVICES

2. COMPANY BACKGROUND
Tata Consultancy Services (TCS)
 Founded in 1968 in India
 AN IT-services, business solution and outsourcing
organization.
 Offers a portfolio of IT enabled services to clients all
over the globe in horizontal, vertical, and geographical
domains.
 Has over 108,000 IT consultants in 47 countries.
 The largest Indian company by market capitalization and
is the largest India based IT services company by 2013
revenues.

3. Q1. ANALYZE THE KNOWLEDGE MANAGEMENT EFFORTS
AT TATA CONSULTING SERVICES (TCS) USING THE
KNOWLEDGE MANAGEMENT VALUE CHAIN MODEL
The knowledge management efforts at TCS can be divided into the
following activities:
1. Knowledge Acquisition:
 TCS had acquired a vast body of knowledge and experience in
several fields through on projects for its clients across the globe
including insurance, Standard Chartered Bank etc.
 TCS regularly rotated people across various function and within other
Tata Group Companies to gain cross industry experience.

4. CONT’S
2. Knowledge Storage:
 TCS had developed various databases for knowledge storage such as
Process Asset Libraries, KnowMax,
3. Knowledge Dissemination:
 Knowledge was disseminated using a variety of techniques such as:
- KnowMax a web based electronic knowledge management portal;
- Brought together employees with similar interest;
- Live Meeting and Knowledge Transition sessions at the project level;
-Tip of the Day” email comprising technical, conceptual or human
skills tips were shared within the organization daily.

5. CONT’S
4. Knowledge Application:
 Employees could access the knowledge that raised on the corporate
and branch servers through the internet.
 Students or anybody should visit the TCS website to explore the new
capabilities developed by TCS and how it relates to the knowledge
they have accumulated over the years about the customers, markets,
systems development, and technologies.

6. WHICH TOOLS OR ACTIVITIES WERE USED FOR MANAGING
TACIT KNOWLEDGE AND WHICH ONES ARE USED FOR
EXPLICIT KNOWLEDGE
• Process Asset Libraries
• KnowMax
Tools/activities
to manage
explicit
knowledge
• Redesign of development
centers,
• Proper sessions,
• Knowledge Transition Sessions
• Communities of practice
Tools/activities
to manage tacit
knowledge

7. Q3. DECRIBE THE CALLABORATION TOOLS USED AT TCS?
WHAT BENEFITS DID TCS REAP FROMTHESE TOOLS?
 TCS used a variety of collaboration tools:
- Infinity that includes instant messaging, IP telephony, and video
conferencing
The benefit:
 Collaboration overseas and local offices improved as instant
messaging (IM) got rid of cultural differences that could occur on the
phone.
 Corporate communications was able to run a 24 hour internal news
broadcast to all TCS offices in the world
 Travel and telecommunications costs were reduced by 40 percent
and 6 percent respectively.
 The other tools improved collaboration, communication, and
knowledge sharing among the employees.

8. TCS AIMS
 By accumulating knowledge, it has built capabilities to
understand how to service clients through consulting
and in other strategic areas. So KM has enabled TCS to
continue to move higher up and to bid for more
strategic projects.
 KM repositories that capture best practices in the
projects it has undertaken make the company more
efficient in servicing clients. This means it can execute
better.

9. CONCLUSION
 Overall, KM tools have become a key strategic resource
at the company and all hires are required to learn them
as a part of their orientation.
 These tools are also the first go to before starting any
project or approaching a client.
 Knowledge in these database allows TCS consultants to
quickly gather intelligence about the client or similar
projects and thus align themselves better with what the
client might want.
 This has led to higher success rate in bidding and
project execution.