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Knowledge Knowledge ManagementManagement

New York City SPINNew York City SPIN

5 March 2002

© Wipro Technologies Wipro Confidential

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Agenda

What is KM ? A simple game for the participants The KM Framework KM Initiative at Wipro Some tips

Key Areas Covered

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LaborHands

KnowledgeHeads

Capital: Money & Machines

Land & Resources

Economy ofScarcity

Economy ofAbundance

Intellectual Capital - Asset Base in the Knowledge Era

Source: The Fifth Generation- Dr. Charles Savage

Sources of Wealth

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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)

Competitive Advantage - Managing our Intellectual Capital

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A Simple Game

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A Simple Game.

Using your Right forefinger point :• Up• Down• Forward• Backward• Left• Right

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A Simple Game..

For the set of directions you saw in the previous slide a corresponding set will appear to its right (which you have to remember as it will appear for 10 seconds only)

Every time I call any direction from the original set, you have to respond by pointing your forefinger in the corresponding direction (if you remember) from the second set.

You will sit down if you are wrong and the game will continue. The last one who remains standing is the Winner.

Winner will get a surprise gift All of you will stand for this game

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A Simple Game...

• Forward Left

• Right Up

• Up Forward

• Left Backward

• Backward Down

• Down Right

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A Simple Game….

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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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Comm

unity

Business Processes

& Information

Systems

Conte

nt T

ools

/

Tech

nolo

gy

Culture

Dimensions ofDimensions ofthe KMthe KM

FrameworkFramework

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

xYellow PagesSales Support

Reward Program

Enterprise-wide Guidelines

& Norms forRewards

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

KM

Tea

m

Organizational Values & Culture

KM Vision & Strategy

Infr

astr

uctu

re

Bus

. Pro

cess

es

Explicit Knowledge- Doc Repositories- Reusable Comp.

Explicit Knowledge- Doc Repositories- Reusable Comp.

Tacit Knowledge- Discussion Groups-Yellow Pages-Chat Rooms

Tacit Knowledge- Discussion Groups-Yellow Pages-Chat Rooms

KMMeasure-ments

Capture

Knowledge

Create

Organize

Access

Use

KeyBusinessDrivers

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Tips …

Tips

KM is a Strategic Initiative and needs Top Management Support KM Should address Critical Business Drivers Set you KM Initiative objectives based on the Business Drivers Focus on addressing a few critical areas – take one step at a time instead of a

giant leap Choose the technology that fits well with the legacy systems in your

organization Establish team objectives to encourage collaboration and institute

reward/recognition for collaboration The role of the KM Team is critical – support them

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Open house

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Manimaran RHead - KM Initiative53/1, Hosur Road, Bangalore 560 068, IndiaPhone : +91-80-550 2152Fax : +91-80-550 2160Mobile: +91-98450 27267E-mail: manimaran.rajakannu@wipro.com