1. Principles of Strategy and Design for Effective Implementation of KM Dr. J.K. Suresh Associate Vice-President and Principal Knowledge Manager, Infosys Technologies, INDIA [email_address] EG2KM, Kuala Lumpur, Sep. 12, 2006

6. The Field of Knowledge Management Theory of value Exchange

9. When is KM Needed? Why, when I only wanted to hire a pair of hands, do I get a whole person? - Henry Ford

10. The KM Journey

12. E.g.: Evolution of KM at Infosys 1992: Body of Knowledge 1995: Technical bulletin, online learning 1996: Corporate Intranet (Sparsh) 1997: Marketing system, process assets, ... 1998: Project leaders’ toolkit 1999: People Knowledge Map, corporate KM initiative 2000: Integrated KPortal , Satellite servers 2001: Customization, Subscription, Process level changes 2002: Process level changes, Skills Central, Integrated Search 2003: Implicit knowledge sharing, KM in Projects, Benefit Measurements, KMail … 2004: KPortal on Extranet, quantification of KM benefits, KM for Client Facing Infoscions, KDesktop Geographic fragmentation Attrition Market Share Technology Flux New Markets New Services Profitability Size High Growth Time Variability Complexity 2005… : KM and Business Value…

13. KM @ Infosys: Architecture

18. Users Create, validate and consume knowledge Enablers Hold full-time or part-time responsibility for implementing the program Owners Own the initiative within each org. unit – SPOCs for IBUs/ECUs Sponsors Fund and sustain the program KM People Architecture: To promote knowledge sharing

19. KM Maturity  Draw in using Curiosity factor, Build awareness, Generate trial Incentives Promotional tools … KM People Architecture: WIIFM? – the key to KM success K-Sharing  Incentives cannot be removed altogether. Different flavors of incentives at various stages are needed to promote KM Increase trials. Hold existing users Incentives, Visibility / recognition Increase usage / involvement Demonstrate benefits Visibility / Recognition Nurture Demonstrate benefits Visibility / Recognition Make Testimonials mandatory

21. KM: Benefits Realized "Not everything that can be counted counts and not everything that counts can be counted" - Albert Einstein

24. Data Analysis: Health, Performance and Conformance Knowledge Assets across Domains Asset Supply 0 500 1000 1500 2000 2500 Qtr 1 Qtr2 Qtr3 Qtr4 No. of Assets or Times Accessed Technology Industry Segment Service Offering Project Mgt. Asset Demand Knowledge Assets Captured Number of Users over Time Successful Queries Failed Queries Availability of Assets Demanded ( PM: Project Management, IS: Industry Segment, SO: Service Offering, Tec: Technology )

27. KM and productivity: Statistical Correlations Fig. 11.11. Effect of Knowledge Re-Use on Productivity

28. Business Unit-wise KM Metrics 0 5.9 0.011 2.77 257 23.3 23.9 10 0 NA 0.006 0.95 153 23.6 9.4 9 12 9.1 0.006 2.29 391 30.9 12.8 8 0 5.3 0.008 1.26 164 27.6 10.5 7 2 3.2 0.01 1.34 140 31.1 13.7 6 1 8.8 0.009 2.62 295 28.9 15.8 5 39 4.8 0.022 2.78 128 26.8 13.8 4 2 8.5 0.008 2.1 249 26.3 15.0 3 9 7.5 0.015 2.09 137 26.7 11.9 2 0 19.7 0.003 1.87 600 24.1 12.9 1 Person days Saved through Reuse % of KMail users ** Per Person Contribution Per Person Usage Leverage % of Experts Content Relevance Index (%) Biz Units

29. Business Unit-wise KM Metrics (continued) Number of person days saved as reported Person days saved # of actual KMail users/ # of eligible KMail users in the unit Percentage of KMail users # K-Assets submitted during the month / # employees in the unit Content contribution Index # K-Assets accessed during the month / # employees in the unit Content usage Index Percentage of employees registered as experts Expertise percentage #K-Assets accessed during the month / Total # K-Assets contributed during the month

30. KM @ Infosys: Thought Leadership

32. KMail : An Automatic e-mail Based System for Real-time Collaboration User A Sends a query 1 Results found 2 Responses are sent with zipped results attached 3 Satisfied 4 Repository A Repository B Repository C

33. KMail (Continued) User A Expert List A Reduction in the number of mails sent to the experts lists: 45% Forward to Experts 4 Query is forwarded 5 Experts respond 6 Add responses to repository 7 Responses are forwarded 8 Earlier Sends a query Responses are sent with zipped results attached Results found 1 2 3 Repository A Repository B Repository C

38. KM@Infosys: Publications Book: “ Ten Steps to Maturity in Knowledge Management: Lessons in Economy,” Suresh J.K. and Mahesh Kavi, © 2006, Chandos Publishing, Oxford, UK Book Chapters: " Knowledge and Business Process Management" (ISBN 1-59140-036-8), Mahesh Kavi, Mahind CS and Kochikar VP, Ed. Vlatka Hlupic, © 2002, Idea Group publishing, Hershey, PA, USA " Leading with Knowledge“ (ISBN 0-07-049960-8), J.K. Suresh, © 2003, McGraw-Hill publications Case: “ Towards a Knowledge-Sharing Organization: Some Challenges Faced on the Infosys Journey ” (ISBN 1-59140-259-X), Annals of Cases on Information Technology (ACIT), Suresh J.K. and Kochikar V.P., © 2003 , Idea Pub., Hershey, Pa, USA Invited Entry: in “ Encyclopedia of Information Science and Technology, Vol. 1-V,” titled, “ Experiential Perspective on Knowledge Management ,” Suresh J.K. and Kochikar V.P., © 2004, Idea Pub., Hershey, Pa, USA

39. KM@Infosys: Publications Journals “ Emergent by Design: Performance and Transformation at Infosys Technologies,” Raghu Garud, Arun Kumaraswamy, and V. Sambamurthy, OrganizationScience, Vol. 17, No. 2, March–April 2006, pp. 277–286, issn 1047-7039 eissn 1526-5455 06 1702 0277 “ Vicious and Virtuous Circles in the Management of Knowledge: The Case of Infosys Technologies ”, Raghu Garud and Arun Kumaraswamy, MIS Quarterly Vol. 29 No. 1, pp. 9-33/March 2005 “ What is the K in KM Technology ,” Suresh J.K. and Mahesh Kavi, Electronic Journal of Knowledge Management Volume 2 Issue 2 2004(11-22). www.ejkm.com ISSN 1479-4411. 17. Conferences/ Invited Talks “ Knowledge Management: A Practitioner’s Account, ” Suresh J.K., in the Taiwan Knowledge Management Conference, Taipei, Oct 2005 “ Linking different taxonomies into one central taxonomy ”, Mahind C.S., “Creating a workable knowledge classification system”, Arkgroup Asia, Singapore in April 2004 “ Measuring the value of KM Implementation ”, Suresh J.K., KM Asia 2003, Nov 2003, Singapore “ Knowledge Management at Infosys ”, Suresh J.K., Global Knowledge Management Forum (GKMF), Aug 2003, Kuala Lumpur, Malaysia

41. Thank You

42. A Walk through the KM portal of Infosys..

43. KShop Homepage KShop Home page

44. Search for Knowledge Assets KShop Search Interface - Shows the information architecture

45. Search Results Search results – Rated according to KCU* A typical Document KCU is knowledge currency unit – The instrument for document rating and personal rewards

46. Document Rating and Reward/Recognition Scheme Rating interface Includes quality and usefulness of the document The KCU scoreboard – Recognizes the most active knowledge sharers and contributors

47. Project Snapshot Search Project Snapshots – Gives a brief overview of each project including the key people involved, technologies used etc

48. Experts Search Expert search interface A typical expert details - Includes the knowledge areas proficient in

49. Communities – Discussion Forum The discussion forum interface view - This is integrated with MS Outlook A typical discussion thread

50. “ KM in Projects” Process Kit The KM Kit – KM Practitioner’s and adopter’s training & compliance kit

51. 1 st screen of the Submission Interface

70. From knowledge are all beings born, With knowledge they live, And into knowledge they merge in the end. Taittiriyopanishad (9-5-1) All great enterprise is characterized by an optimism of the spirit, and the pessimism of the intellect - Anon

71. Questions? Thank You