This seminar discusses knowledge management strategies at Infosys. It addresses three main topics: 1) Critically discussing Infosys' current and future strategy, and advising its CEO on overreliance on technology and moving cautiously given global economic uncertainty. 2) Suggesting operational measures like communities of practice and just-in-time knowledge systems to overcome information overload among staff resulting from KShop. 3) Recommending cultural changes like greater local presence and staff with local cultural sensitivities if Infosys wants to provide strategic consulting services internationally.

1. Seminar: Intellectual Capital
Topic Number:3
Analysis 1: Evidence and the Nature of Knowledge
in the Digital Age

2. 2
• Advising on Intellectual Capital initiates
• Considering solutions to overcome
‘information overload’
• Understanding how culture can influence
knowledge management
Learning outcomes
of this Seminar

3. 3
Reading & Activity
Need to read:
Infosys (India) Case Study
Pages 83 to 85 in Jashapara (2011)
Get into groups and discuss the following
questions ready to present to the class

4. Questions
1) Discuss critically Infosys’ current and future strategy. What
advice would you give Kris Gopalakrishnan?
2) KShop has resulted in information overload among staff.
What operational measures would you suggest to
overcome such challenges?
3) If Infosys is committed to providing strategic consulting
services internationally, what cultural changes would you
recommend over and above those currently instigated?

5. Tutor’s Input
1) Discuss critically Infosys’ current and future strategy. What
advice would you give Kris Gopalakrishnan?
• Current strategy is towards low-cost back office functions to support ERP systems
such as SAP KM strategy is towards a codification strategy
• Over-reliance on technology
• Global downturn is unpredictable; recommend to move cautiously
• Competitive pressures to increase as rivals move to low-cost centres in India
• Focus on learning and knowledge creation to provide innovative services for Clients

6. Tutor’s Input
2) KShop has resulted in information overload among staff. What
operational measures would you suggest to overcome such
challenges?
• Encourage KM steering group to explore development of CoP
• Promote champions and coordinators of CoP to develop ‘just-in-time knowledge’
• Develop systems that allow employees to ask questions and receive prompt replies
from around the world
• Devise reward and recognition schemes to engage employees in dialogue with one
another to resolve problems and issues
• Promote greater mobility of staff between and across projects

7. Tutor’s Input
3) If Infosys is committed to providing strategic consulting
services internationally, what cultural changes would you
recommend over and above those currently instigated?
• Much greater local presence in international markets with local staff
• Local staff with local cultural sensitivities and training of Indian staff on
cultural issues
• Ability to adapt culturally in local contexts, e.g. shifts from family to
individual orientations
• Focus on novel solutions aligned to Client problems rather than servicing
SAP or other system solutions
• Excellent understanding of Client industry, business and problems

8. Questions

9. End of Seminar
Note: This recording is for your
personal use only and not for further
distribution or wider review.
© Pearson College 2013