Professional Documents
Culture Documents
Effective Implementation of KM
Theory of value
Exchange
To be an organization..
Technology
KPortal
Processes •Multiple
•Multipleintegrated
integrated
repositories
repositories
•Discussion
•Discussionforums
• •Facilitated
Facilitateddecentralized
decentralizedarchitecture
architecture People forums
• •Awareness, Facilitation, Motivation •Advanced Search
•Advanced Search
Awareness, Facilitation, Motivation •Technology-assisted reward
•Technology-assisted rewardand
and •Advanced KM
• •Roles:
Roles:Users,
Users,Experts,
Experts,reviewers,
reviewers, recognition mechanisms
recognition mechanisms -•-Advanced
prototypes KMTools
Tools
Authors, Champions •Explicit prototypes
Authors, Champions •Explicit&&Tacit
Tacitknowledge
knowledge
• •Building leverage
Buildingaasharing
sharingculture
culture leverage
• •Self
SelfOrganizing
Organizingcommunities
communities
Search
Knowledge Assets contributed by projects
Query with matching project profiles
Project Mgt
Satellite Tools Doc upload
repositories Process Assets
& KPortal Data
System
Intranet Websites Skills Database
Knowledge Taxonomy:
The organizational information Backbone
Sponsors
Recognition
Different
flavors of
Incentives, incentives at
Incentives Visibility / various
Promotional tools recognition
stages are
needed to
promote KM
KM Maturity
7000 6000
6000 5000
No., Authors
5000 4000
4000
3000
3000
2000
1000
2000
0
1000
T im e
0
Time
Doc access
250000
1. Threads in discussion forums
2. Knowledge artifacts derived
200000
600
IS
IS
IS
IS
TEC
TEC
TEC
TEC
SO
SO
SO
SO
PM
PM
PM
PM
400
Jan-Mar Apr-Jun Jul-Sep Oct-Dec
Jan - Mar Apr - Jun Jul - Sep Oct - Dec
Analytical Studies
Influence of Skills (Supply/Demand) and Knowledge Reuse on Project Performance
(Productivity, COQ, Defect Density)
•Study shows expected correlations with Productivity & COQ respectively
Credentials
“A prospect wanted a case on Call Center Support for a Product. I was
aware that BM was providing the same - but what I was looking for was
details.
I tried sending several mails out to PL's … got a few lines… … turned to
KPortal… found an extremely detailed Infosys & BM Engagement write up.
… I got all the info I needed and more”
© J K Suresh, Infosys Technologies Ltd., India, 2006
Perceived benefits from KM
» Results of an annual KM Survey (sample size: 400) …
» 79% said the knowledge-sharing environment in the company
encouraged the documentation of knowledge for future use
» 87% asserted that whenever possible, they tried to reuse existing
organizational knowledge rather than start from scratch
» More than 80% believe that their team’s quality of work and
productivity have improved
» 70% said good knowledge-sharing practices had helped in delivering
tangible benefit to customers
» 73% felt they saved more than 1 person-day in the last six months
by using the existing knowledge architecture, with 14% saying they
saved more than 8 person-days
» Three-quarters said that when needed, they were easily able to tap
organizational knowledge in doing their work
100
Productivity
50
0
0.0 0.5 1.0 1.5
Know le dge Acce ss Inde x
Biz Units Content % of Leverage Per Person Per Person % of KMail Person days
Relevance Experts Usage Contributio users ** Saved through
Index (%) n Reuse
forwarded 5
Repositorize
No result 2 responses • Broadcast and Delivery of
In repository knowledge available in the
intranet universe
Repository • K-Feed based on user
KPortal PIS profile and work context
KSpeak
Speech interface
To K-Portal
Infosys is constantly
developing solutions to
enhance knowledge
KPortal
exchange & collaboration
KSummarizer
Automatic Summarization
(prescribed compression)
Repository A Repository B
Repository C
8 6
Responses Experts Expert List A
User A are forwarded respond
7 Add responses to
Earlier repository
Sends a query
1
3
Responses are
sent with zipped
results attached
2 Results found
Repository A Repository B
Repository C
KSummarizer
KPortal • Focused summaries of business
and technical information
KSummarizer • Condensed text for mobile users
Automatic • Internally developed extraction-
Summarization type summarization algorithm
(prescribed • word-frequencies, sentence-
compression) of length, sentence-position…
documents • Java
KAgent: Semi-intrusive,
Proactive, Intelligent Agent
KSummarizer
KAgent
KShop Search
Interface
- Shows the
information
architecture
Search results –
Rated according
to KCU*
KCU is knowledge currency unit – The instrument for document rating and personal rewards
© J K Suresh, Infosys Technologies Ltd., India, 2006
Document Rating and Reward/Recognition Scheme
The KCU
scoreboard –
Recognizes the
most active
knowledge sharers
and contributors
Rating interface
Includes quality
and usefulness
of the document
Expert search
interface
A typical expert
details
- Includes the
knowledge areas
proficient in
A typical discussion
thread
Important distinctions in KM
» Direct vs. indirect knowledge transfer
» Formal vs. informal KM
» Knowledge-level vs. information-level meta-data
» etc.
Economy in KM
» To reduce expectations
» Avoid disruptions
» Anticipate changes
» Self-assessing communities
» With formal review processes
» Switch to recognition
» Recruitment
» R&D
» From KM to Knowledge Resource Planning
» Everybody uses it
» No promotion
» Well-integrated
» Standard products
» Why have a literacy program if everyone is
literate?
© J K Suresh, Infosys Technologies Ltd., India, 2006
From knowledge are all beings born,
With knowledge they live,
And into knowledge they merge in the end.
Taittiriyopanishad (9-5-1)
Thank You