Infosys BPO, a business process outsourcing subsidiary of Infosys, has established a knowledge management framework to reduce costs and improve processes. The framework focuses on organizational culture and leadership, infrastructure and technology, and measuring outcomes. Infosys BPO employs over 33,000 people across multiple countries and encourages knowledge sharing through communities, training, and linking performance to participation in the knowledge management program. The framework utilizes knowledge objects like spreadsheets and customer recordings stored in repositories to document resolutions and improve future customer service.

1. KNOWLEDGE MANAGEMENT
FRAMEWORK IN ITES/BPO
INDUSTRY (Infosys BPO)
VISHAL SINGH
B56
15020441313

2. KM Framework:
Human values &
Culture
Management
and
organization
Infrastructure
Technology
(IT)
VALUE

3. KM Management in a BPO

4. Infosys BPO, the business process outsourcing subsidiary of Infosys, was set up in
April 2002. Infosys BPO focuses on integrated end-to-end outsourcing and
delivers transformational benefits to its clients through reduced costs, ongoing
productivity improvements, and process reengineering.
Infosys BPO operates in India, Poland, the Czech Republic, the Netherlands,
Ireland, South Africa, Brazil, Mexico, Costa Rica, the United States, Puerto Rico,
China, the Philippines, Singapore, and Australia, and as of September, 2015
employed 33,391 people
Background Study of in Technology

5. KM Overview
Journals Knowledge
manager/
Knowledge
distributor
Knowledge Repository
Authors
Experts
Communities/
Forums
User
Training(Offline or
online)

6. Organizational Factors
• Leadership Team strategy
• Culture where the
organization works
• Technology Infrastructure
KM Initiative Factors
• Measuring the implemented
process
• Rewards and Incentives
• Training and Education
( Offline or Online)
-Compulsory for all its employees
to participate actively in its KM
program
-Innovations/New ideas are
encouraged
-Viewed KM as a cultural
transformation at work
-Employees performance is
indirectly linked to KM
-Recognition of successful KM
efforts -Organizing
seminars/Discussions on KM
KM Strategy and Evaluation

7. Knowledge Objects
Spreadsheets(Excel)-Comprising database of all sales agents, resolution
provided, Duration of a call, number of sales, call to sale, customer
information, repeat customer data and type of products sold
Customer recording for information storage( To be monitored by the experts
to judge the quality of a call)
Remote login sessions of overseas customers( To solve an issue) also to be
recorded

8. KM Process
 The customer calls in and the data gets displayed on a tool. The call recording
immediately starts by default.
 According to the requirement of the customer either only telephonic support or
video call is provided, i.e. verbally the customer is told what has to be done, or the
agent takes over the customers PC via remote desktop/Connect.
 Once the remote control is activated, the agent takes over the servicing of the PC,
giving the customer luxury of not having to attend to their PC.
 Payment is done via 3rd
party merchant and received via Visa/Master/American
Express/Diners Club.
 Other than the payment transaction, even the remote desktop connection is
recorded for security and training purposes.
 Once the call is cut the customer data is filled for the future use and reference in
the CRM (Customer Relationship Management) database and also updated in the
individuals' database.

9. Thank You

10. Thank You