1. Analysis of the knowledge management at TCS using the knowledge management value chain model. *Knowledge acquire
-TCS has created communities of practices (CoPs) with an animator expert in an area of knowledge to gather best practice on different area of expertise using business case documenting problem and solution. -Then TCS tried to capture technology, processes and case studies called Process Asset Libraries. So their intent was more on capturing structure data in the first wave. -In the implementation of Ultimatix, TCS tried to use captures of intelligent technics or knowledge work system meaning knowledge tools like wizard, templates for software productivity improvement, knowledge training modules and information on tools. * Knowledge storage
-Business cases with solutions. For example on mainframe around 1500 business cases. -Process Asset library permit exchanges of around 10000 documents on industry practices and 21000 services practices in six month during 2003. -Line of businesses, line of technology, and projects
TCS has disseminated knowledge by:
-Customizing for each are of practice/technology, customer and industries. -Creating an initial training program and a continuous learning program for experience employees based on role and competence definition. -Encouraging people to move and go outside TCS to learn and bring back knowledge. -Using information letter per expert area and tip of day are used. *Marketing knowledge
-To create business related document. It can be retrieved by searching similar business case. -To innovate and decide with a tool called TIP and IdeaStorm. The IdeaStorm process is in three steps one idea / question are submitted, people can brain storm on it and after vote. -Just ask process to get direct access to experts
TCS has various Portals which permit a uniform access to knowledge. It can be accessed through queries or using taxonomies created by CoPs. Tools and activities were used for managing tacit knowledge:...
...Higher School of Economics
National Research University, Perm
KnowledgeChain in Rosatom Corporation: strengths and weaknesses (on the base of the book «Rosatom is Sharing Knowledge»)
Executed by the students:
KnowledgeChain in Rosatom Corporation: strengths and weaknesses…………...4
For the past several decades knowledge has become extremely important asset of a company. Nowadays large organizations and even small companies have to address the issues of KnowledgeManagement in order to increase flexibility and efficiency, reduce lead time and involve people as much as possible. As it was mentioned in 1996 by McKern [1; 13-18], the major forces of change are the following: globalization, higher degrees of complexity, new technologies, increased competition, changing client demands, and changing economic and political structures. So companies are starting to understand that the core and sustainable resource of competitive...
...This is a summary of Knowledgemanagement and organizational culture: a theoretical integrative journal by Rajnish Kumar Rai, a police officer who at the time was based at the Indian Institute of Management, Ahmedabad India. For this research, he used a conceptual method by comparing previous findings and thoughts.
At first, the author underlines the importance of knowledge in today’s rapid changing world and how most of the experts agree on the continuous improvement of knowledge as one of the most critical factor for an organization to survive, and knowledgemanagement takes a large part in it. Furthermore, recognizing and understanding the linkage between the knowledge creation and the organization values are what the organizations should be doing first before applying the knowledgemanagement in the organization. A mismanagement of knowledge creation will lead the organization not into an innovation but confusion. Unfortunately, this important part, the knowledge creation, does not have a framework for an effective and systematical approach to be used in different type of organizations. There are a lot of theories that support this idea but they do not have a practical approach of how to be implemented.
Subsequently, the author acknowledges that many researches supported...
...IS STRASSMANN’S ‘KNOWLEDGEMANAGEMENT’ AN IMPORTANT METRIC
By: Masoud. Noordeh (DBA student)
In today’s dynamic business environment, Knowledgemanagement systems facilitate organizational learning and knowledge creation. They are designed to provide rapid feedback to knowledge workers and significantly improve business performance. This paper examines the concept of knowledgemanagement metric from the view point of Paul Strassmann.
Keywords: Knowledge, Performance Management Metric, KnowledgeManagement.
Knowledgemanagement has become one of the major performance management and companies have embraced the concept and invested in systems, people, and information technologies to this purpose. On the other hand, there has been the pressure to move away from the traditional performance management metrics which are considered to be ‘backward looking accounting based performance measurement systems’ that only focuses on traditional cost accounting (Bourne et al. 2000).
Knowledgemanagement has been introduced by Strassmann (1999), Drucker (1995), and others as an important metric for measuring performance. According to Knapp (1998), Knowledgemanagement transfers...
Sent: Wednesday, October 13, 2009
Subject: IT Components of KnowledgeManagement
As you are aware, Accenture KnowledgeManagement team is getting ready to launch the new Knowledge exchange. Due to the increase in demand for KM, our team is emphasizing on improving our current knowledgemanagement system. But in the past few years, with tough economy, KM is seen as low priority. With pressures to move the KM to offshore, there is 30% decrease in KM workforce. In these economic conditions, it’s my responsibility as KM manager to demonstrate the value for investments made on KM initiatives.
The existing KM system with multiple web portals leads to duplication of documents. The whole process is inconsistent, manual and costly to maintain. Now, Accenture made a long-term shift to Microsoft technology and IT tools like emails and internet. The New KM Exchange developed based on Microsoft’s SharePoint Technology, eliminated the decentralized Lotus Notes environment. The below mentioned reasons will positively impact the employees and in turn impacting the organization as a whole.
Increase in Employee satisfaction: The New KM system was designed with a centralized web portal called “Accenture portal”, with a single point of entry. The easy to use interface helps the employees to easily communicate and update the...
Sins of KnowledgeManagement
core tenet of any organizational learning project is that without
detecting and correcting errors in "what we know" and "how we
learn," an organization's knowledge deteriorates, becomes obsolete,
and can result in "bad" decisions. Because systematic attention to
knowledgemanagement is relatively recent, it is particularly important to detect
these errors so that knowledgemanagement does not become yet another management fad that promised much but delivered little. If we do not identify and
try to resolve these errors, "what we know" about knowledgemanagement may
become little else but mythology. As a consequence, we will be faced with the
ultimate knowledge irony: efforts to manage knowledge are themselves based
upon faulty knowledge principles.
The purpose of this article is to draw attention to a set of pervasive
knowledgemanagement errors. These reflections are based on the authors'
observing or partaking in over one hundred knowledge projects over the past
five years or so. The focus is on fundamental errors, that is, errors that if left
uneorreeted inhibit genuine knowledge from being developed and leveraged.
These are errors associated...
for Social CRM Systems
Adam Czyszczoń and Aleksander Zgrzywa
Politechnika Wrocławska, Faculty of Computer Science and Management,
Institute of Informatics,
Wybrzeże Wyspiańskiego 27, 50370 Wrocław, Poland
Abstract. This paper attempts to address the problem of the automatic customer segmentation by processing data collected in Social Customer RelationshipManagement (Social CRM) systems using Kohonen
networks. Presented segmentation approach comprises classic loyaltyproﬁtability link model that is explicit for CRM, and new social media
components direct to Social CRM. The result of presented approach is an
analysis tool with data visualization for managers which signiﬁcantly improves the process of customer segmentation. Presented research is supported by implementation of proposed approach by which experiments
were conducted. Additionally, the experimental results showed that proposed method performed very close to k-means algorithm which indicate
the correctness of the proposed approach.
Keywords: customer segmentation, CRM, Social CRM, clusterization,
SOM, unsupervised learning, ANN, data mining.
To acquire competitive advantage many companies use the strategy of Customer
Relationship Management (CRM) what can be observed in growing...
...1. Company Overview
1.1. Business Overview
Mystique is currently involved in fashion clothing business. Unlike other clothing companies, Mystique owns all of its retailing, designing and manufacturing operations. It sells a range of women’s and men’s clothing which aims to give a personalised and satisfaction experience to its customers. The business’s headquarters is located in India but the entire Sri Lankan management is handled in Sri Lankan and currently it has 4 outlets in Colombo and Kandy.
1.1.1. Product Overview
Figure : Mystique’s Product
Currently Mystique is targeting mainly on causal and party ware for both customer segment. It provides a right quality product for an affable cost which can be effort by working class to upper uppers. Based on the design and material quality the price of the product varies.
1.1.2. Service Overview
Figure : Mystique's Services
All our products will be serving the current client’s requirements. In order to serve our customer better, we provide other services which are mentioned in the above figure. Exchange and return, reservation and customer services are provided by our retailer outlet team and the promotion are decided by our marketing team (refer organisational structure).
1.2. Vision and Mission
Vision – To make consistent design improvements based on the emerging trends that will enhance customer satisfaction.
Mission – “Build a unique portfolio of branded, trendy and...
...Lotus and IBM KnowledgeManagement Strategy
A Lotus Development Corporation White Paper
Copyright 2000 Lotus Development Corporation. All rights reserved. Not for reproduction or other use without express written consent of Lotus Development Corporation
Table of Contents
The Dynamics of KnowledgeManagement People, Places & Things The Raven Development Project Implementation Scenario Conclusion
White Paper Description This overview describes the Lotus and IBM strategy for KnowledgeManagement. It highlights the key elements of KnowledgeManagement and the benefits that it brings to organizations. This clear, high level vision of KnowledgeManagement serves as a solid introduction to KnowledgeManagement and the Lotus and IBM products, services and solutions that enable it.
The Dynamics of KnowledgeManagementKnowledgeManagement will soon pervade business practices in the same way that eBusiness pervades commerce. Similar to eBusiness, this trend started out on the fringe of computing and gained incremental credibility from the successes of early adopters. But what is KnowledgeManagement and why is its arrival imminent? Today a company’s value centers on its...