The document discusses Knowledge Management (KM) and Wipro's KM framework and initiatives. [1] KM involves managing an organization's intellectual capital through processes that capture, maintain, and reuse key information and expertise to improve business performance. [2] Wipro's KM framework aims to connect people to content and people through various applications and communities, foster a collaborative culture through rewards and guidelines, and leverage tools, technology and business processes to enable knowledge sharing. [3] Key KM applications at Wipro include document repositories, reusable component databases, discussion groups and expertise directories that help employees and customers access the knowledge needed.

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Knowledge
Management
MOHAMMED ASRAR
© Wipro Technologies

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Agenda
 What is KM ?
 A simple game for the participants
 The KM Framework
 KM Initiative at Wipro
Key Areas Covered

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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. 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
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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

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Culture
Dimensions of
the KM
Framework
All the dimensions of the Framework are equally Critical
Dimensions of the KM Framework

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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

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Connecting People to Content

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Connecting People to Content

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Connecting People to People
 Communities
• Connecting people in need of Knowledge to
people with Knowledge
• Flow of tacit knowledge
– Yellow Pages
– Special Interest Groups

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Connecting People to People

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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.

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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

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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.

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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

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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. 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
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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. 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]
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