Knowledge Management at Infosys Technologies Case Assignment

Knowledge Management at Infosys Technologies Case Assignment

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Knowledge Management at Infosys Technologies Case Assignment

In a paragraph, relate B2B to the four P’s of marketing (product, price, placement, promotion). Then, describe a B2B exchange and identify how it demonstrates the four P’s. Prepare your response in 200 words and respond to two other learners.

BtoB Magazine
http://www.btobonline.com/
Knowledge Management

Read Case 6.1, EC Application – Knowledge Management at Infosys Technologies. Identify the knowledge management cycle, found in exhibit 6.6, in this case, applying each entity such as create, capture, refine, etc. to the case and briefly explaining each one. Then, explore the broader question of how knowledge management is related to e-commerce. Prepare your response in 200 words and respond to two other learners.

 

Case Study:

 

CASE 6.1 EC Application: KNOWLEDGE MANAGEMENT AT INFOSYS TECHNOLOGIES

The Problem

Infosys Technologies, a global software services company based in India, is a worldwide leader in outsourcing. With over 23,000 employees and globally distributed operations, Infosys develops IT solutions for some of the largest corporations in the world. During the past 10 years, Infosys has experienced annual growth of 30 percent.

Infosys faced a challenge of keeping its large employee base up-to-date, staying ahead of both its competitors and clients, and ensuring that the lessons learned in one part of the organization were available to its consultants so they could reuse the knowledge accumulated in the company. The company’s motto is “Learn once, use

anywhere.” The company’s vision is that every instance of learning within Infosys should be available to every employee. But how does an organization turn such a vision into a reality?

The Solution

Infosys Technologies’ effort to convert each employee’s knowledge into an organizational asset started in the early 1990s and extended well into the first decade of the 2000s.

In the early 1990s, Infosys launched its bodies of knowledge (BOK) initiative, which involved encouraging employees to provide written accounts of their experiences across various topics, such as technologies, software development, and living abroad. These experiences were then shared in hard-copy form with all other employees. This

early effort ballooned into a full-fledged KM effort supported by e-mail, bulletin boards, and various knowledge repositories. In 1996, a corporate intranet was developed to make BOKs, in HTML format, easily accessible to all. In 1999, Infosys began an organization-wide program to integrate the various knowledge initiatives. A

central knowledge portal was created, called KShop, and although the KM group developed the technology infrastructure, local groups were encouraged to maintain their own content on KShop.

The content of KShop consisted of different content types—BOKs, case studies, reusable artifacts, and downloadable software—each with its own homepage. Content was carefully categorized by the KM group to ensure that as the amount of content increased, it would still be possible for people to quickly find what they needed.

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In early 2000, Infosys appeared to have a very functional KM system, and yet patronage by employees remained low. The KM group therefore initiated a reward scheme to increase both use and contribution. The scheme gave employees who contributed to KShop knowledge currency units (KCUs) that could be accumulated and

exchanged for monetary rewards or prizes.

As you can see, KM initiatives are much more than the implementation of technology tools to allow employees to create or document knowledge. Infosys’s KM initiatives involved processes to organize knowledge, to categorize knowledge, and to rate knowledge usefulness, as well as strategies to encourage knowledge sharing and reuse.

The Results

Within a year of the introduction of the incentive KCU scheme, 2,400 new knowledge assets had been contributed to KShop by some 20 percent of Infosys’s employees. However, as the volume of content increased, so, too, did problems relating to finding the needed information. Moreover, the heavy growth in contributions taxed the

limited number of volunteer reviewers, who served an important quality-control function. The KM group therefore modified the KCU incentive scheme. It developed a new KCU scheme that rated the usefulness of knowledge from the perspective of the users of the knowledge, rather than the reviewers. And, to increase accountability, the

KM group requested tangible proof to justify any high ratings. Finally, the KM group raised the bar for cashing in KCU points for monetary awards.

Questions

1. Why are consulting organizations interested in KM?
2. Identify the KM cycle in this case.
3. Why is a reward system beneficial? Compare the old and new reward systems.
4. Why was using a single portal beneficial?

Knowledge Management at Infosys Technologies Case Assignment

RUBRIC QUALITY OF RESPONSE NO RESPONSE POOR / UNSATISFACTORY SATISFACTORY GOOD EXCELLENT Content (worth a maximum of 50% of the total points) Zero points:  Student failed to submit the final paper. 20 points out of 50:  The essay illustrates poor understanding of the relevant material by failing to address or incorrectly addressing the relevant content; failing to identify or inaccurately explaining/defining key concepts/ideas; ignoring or incorrectly explaining key points/claims and the reasoning behind them; and/or incorrectly or inappropriately using terminology; and elements of the response are lacking. 30 points out of 50:  The essay illustrates a rudimentary understanding of the relevant material by mentioning but not full explaining the relevant content; identifying some of the key concepts/ideas though failing to fully or accurately explain many of them; using terminology, though sometimes inaccurately or inappropriately; and/or incorporating some key claims/points but failing to explain the reasoning behind them or doing so inaccurately.  Elements of the required response may also be lacking. 40 points out of 50:  The essay illustrates solid understanding of the relevant material by correctly addressing most of the relevant content; identifying and explaining most of the key concepts/ideas; using correct terminology; explaining the reasoning behind most of the key points/claims; and/or where necessary or useful, substantiating some points with accurate examples.  The answer is complete. 50 points:  The essay illustrates exemplary understanding of the relevant material by thoroughly and correctly addressing the relevant content; identifying and explaining all of the key concepts/ideas; using correct terminology explaining the reasoning behind key points/claims and substantiating, as necessary/useful, points with several accurate and illuminating examples.  No aspects of the required answer are missing. 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And/or there is a significant use of highly questionable sources. 15 out 20 points:  Credible Scholarly sources are used effectively support claims and are, for the most part, clear and fairly represented.  APA 6th Edition is used with only a few minor errors.  There are minor errors in reference and/or citations. And/or there is some use of questionable sources. 20 points:  Credible scholarly sources are used to give compelling evidence to support claims and are clearly and fairly represented.  APA 6th Edition format is used accurately and consistently. The student uses above the maximum required references in the development of the assignment. Grammar (worth maximum of 20% of total points) Zero points:  Student failed to submit the final paper. 5 points out of 20:  The paper does not communicate ideas/points clearly due to inappropriate use of terminology and vague language; thoughts and sentences are disjointed or incomprehensible; organization lacking; and/or numerous grammatical, spelling/punctuation errors  10 points out 20:  The paper is often unclear and difficult to follow due to some inappropriate terminology and/or vague language; ideas may be fragmented, wandering and/or repetitive; poor organization; and/or some grammatical, spelling, punctuation errors 15 points out of 20:  The paper is mostly clear as a result of appropriate use of terminology and minimal vagueness; no tangents and no repetition; fairly good organization; almost perfect grammar, spelling, punctuation, and word usage. 20 points:  The paper is clear, concise, and a pleasure to read as a result of appropriate and precise use of terminology; total coherence of thoughts and presentation and logical organization; and the essay is error free. Structure of the Paper (worth 10% of total points) Zero points:  Student failed to submit the final paper. 3 points out of 10: Student needs to develop better formatting skills. The paper omits significant structural elements required for and APA 6th edition paper. Formatting of the paper has major flaws. The paper does not conform to APA 6th edition requirements whatsoever. 5 points out of 10: Appearance of final paper demonstrates the student’s limited ability to format the paper. There are significant errors in formatting and/or the total omission of major components of an APA 6th edition paper. They can include the omission of the cover page, abstract, and page numbers. Additionally the page has major formatting issues with spacing or paragraph formation. Font size might not conform to size requirements.  The student also significantly writes too large or too short of and paper 7 points out of 10: Research paper presents an above-average use of formatting skills. The paper has slight errors within the paper. This can include small errors or omissions with the cover page, abstract, page number, and headers. There could be also slight formatting issues with the document spacing or the font Additionally the paper might slightly exceed or undershoot the specific number of required written pages for the assignment. 10 points: Student provides a high-caliber, formatted paper. This includes an APA 6th edition cover page, abstract, page number, headers and is double spaced in 12’ Times Roman Font. Additionally, the paper conforms to the specific number of required written pages and neither goes over or under the specified length of the paper.
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