Videocon is a large Indian company that uses knowledge management to capture customer information and add low-cost features to its consumer electronics products. It has the following knowledge management process: 1. Knowledge is acquired through existing data, customer feedback, alliances and regular audits. 2. Knowledge is organized and assessed using focus groups, social network analysis and job assessments to categorize knowledge. 3. Knowledge is disseminated through push and pull strategies using content management systems, informal networks and discussion forums. 4. Feedback is obtained from consumer ratings and used to update product information.

1. Knowledge Management in Videocon
Presented By :- Ahona De (E – 04)

2. About Videocon
• Large diversified Indian Company, headquartered in Mumbai
• Core areas of business are consumer electronics and home appliances
• The Company uses knowledge management to capture clients and to add
features to products with low cost effects
• Has outsourced development offices which continuously work on projects,
keeping them cost effective and efficient

3. KM Process in Videocon
• Acquisition : Videocon generates knowledge through:
• Existing data and knowledge repositories
• Data mining and text mining
• Knowledge surveys, questionnaires, individual interviews, group interviews, focus
groups, network analysis and observation
• Through alliances, suppliers and customers
• Captures information through various regular audits, surveys done by dedicated team
like product Development
• Organization and Assessment : Involves activities that "classify, map, index, and categorize
knowledge for navigation, storage, and retrieval”
• Use of focus groups expertise guides, social network analysis, and knowledge
coordinators
• Job/workplace design, workflow analyses and performance measures are used to
organize and assess embedded knowledge

4. • Dissemination:
• Sharing is done through either push or pull strategies:
• In pull the knowledge worker actively seeks out knowledge sources like library search,
seeking out an expert, collaborating with a co worker etc.
• Push is when knowledge is pushed into the user through newsletters, unsolicited
publications etc.
• Content management systems are used to update, distribute, tag and otherwise manage
content
• Sharing is also done through informal networks which involve day to day interaction
between people
• Videocon has created talk rooms where employees can engage in unstructured,
unmonitored discussions.
• Several tools like scenario planning, after action reviews and management training have
been implemented to help management understand the effects of embedded
knowledge.

5. • Storage and Retrieval:
• They have software systems like ERP, SAP to capture Online Process Execution
Monitoring taken from Input to Output
• The data received is stored in the company databases for all purposes
• This database is them used time and again to share knowledge with the end users
through the various mediums
• Feedback:
• Consumer ratings are taken for the products
• Many a times based on user feedback, the information is updated regarding
changed contact details etc.
• The customer ratings also help in sorting of the listing order in categories like
‘most viewed’, ‘Highly rated’ etc.

6. Knowledge Management Cycle
Identify
Knowledge
Plan
Knowledge
Acquire
Knowledge
Foster
Knowledge
Maintain
Knowledge
Feedback

7. Knowledge Management Process
Acquisition
Identifying
Locating
Capturing
Organisation
Codification
Cataloguing
Indexing etc
Dissemination
Listing
Sharing the
database
Storage and Retrieval
Storing
Accessing
Retrieving
Feedback
User’s Perception
Satisfaction
Dissatisfaction

8. Standard Industrial Process
• BEE (Bureau of Energy Efficiency) Standards : Videocon has standardized its processes in R&D
product upgradation by implying new & innovative energy saving practices for energy
conservation
• NAAQS 2010 – Regulate Air & water monitoring
• ISO9001, ISO14001 and OHSAS18001 – For quality control in design & manufacturing of
refrigerants, air conditioning & warm air heating, commercial and industrial refrigeration
equipment, household audio & video equipment, special dyes & tools, die sets, jigs, fixtures
& industrial moulds, colour televisions & sub-assemblies

9. Improvements in Current Process
• As per the auditing reports of 2015, it was found that proper books of account
as required by law should have been kept by the company for examination
purpose. Proper returns adequate for the purpose of audit were not available
with the company.
• Adequate internal control systems that commensurate with the size of the
company and the nature of its business with regard to purchases of inventory
and fixed assets and for the sales of goods and services should be in place.
During the course of audit, failure to correct the major weakness in the internal
controls systems had been observed.