Knowledge Management @ Wipro European Microsoft SharePoint Conference 2007

Wipro Technologies February 12th to 14th, 2007 Convention Center Hotel Estrel, Berlin, Germany

What is Knowledge Management?

Knowledge :
The fact or condition of knowing something with familiarity gained through experience or association Acquaintance with or understanding of a science, art, or technique The fact or condition of being aware of something The range of one's information or understanding <answered to the best of my knowledge> The circumstance or condition of apprehending truth or fact through reasoning

Knowledge Management (KM) involves aligning processes, people, and information technology to continuously capture, maintain, and reuse the key information and judgements that improve business performance

Concept of Knowledge Management

Leveraging In-tangible Assets Cultural concepts:
Knowledge sharing, Win-Win attitude Collaboration & Networking Listening skills/External outlook

Procedural concepts:
Knowledge capture Knowledge dissemination

Technical concepts:
Knowledge storage Knowledge access Group-work, work-flow, collaborative tools

Need for Knowledge Management

Productivity Efficiency Quality Innovation
KM enables an organization to capitalize on lessons learned by helping it gain insight and understanding from its own experience. Objective is to improve competitive advantage, aid employee development and innovation and enhance workforce productivity leading to revenue growth and profit.

Have a KM Vision?
Wipros KM Vision To be an organization where knowledge capture and sharing is the way we work, offering customers speed-to-deploy as well as innovative products and services focused on their needs, and offering employees an environment of continuous learning and productivity improvements

Business Drivers Customer responsiveness Collaborative work culture Shorter time to market Competitive advantage Learning Organization Innovation

The KM Brand

Wipros KNet Framework

Explicit Knowledge - Doc Repositories - Reusable Comp.

Knowledge Life Cycle

Bus. Processes Infrastructure

Tacit Knowledge - Discussion Groups - Yellow Pages - Chat Rooms

KM Team

KM Measurement

Key Business Drivers

KM Vision & Strategy Organizational Values & Culture

Wipros KM Journey
Pre-implementation Phase Implementation Phase Post-implementation Phase

Culture Readiness Assessment

Awareness Creation & Brand Building

Sustaining the Initiative

Knowledge Audits Identified areas for collaboration

Knowledge Architecture Quantifying Benefits Defining & establishing processes for KM

Analyzed existing Infrastructure Evaluated various technologies

Designing & setting up the KM Portal

Centralized Knowledge Store-house

Knet Knowledge Components

Document Management

Expert Finder

Queries Database (Q&As)

Reuse Repository

Special Interest Groups

Restricted spaces for collaboration on condential tasks

Knowledge Blogs / Wikis

Applying KM

Key KNET applications

DocKNet The repository of documents. Place to go to for anything ranging from technical documents, proposals to training material on various subjects KoNnEcT The Yellow pages with an associated database of experts, queries, responses and ratings. Popular and very useful!

War Rooms It is a virtual workspace for time -bound and taskoriented jobs.

The repository of software reusable components and tools developed in-house.

DocKNet
Comprehensive repository of all document categories to assist you in various business, client scenarios and other activities It contains a host of documents that includes proposals, whitepapers, presentations etc. with subscriptions and discussion forums Repository aiming to provide single access to all the information, previously available on Sales Support & TeckNet Contributions to DocKNet could come from Verticals and Horizontals
Different verticals deal with different industries Different horizontals deal with different technologies

Document Types
Analyst Reports Approach Papers Best Practices & Learning Brochures-Product Brief Case Studies Competition Customer Presentations Customer-Industry Overviews Data Sheet Expertise notes Facts aboutt Wipro Marketscapes Methodologies & Models New Wins Newsletters Proposal-related Documents Proposals Sales Support Templates Technical Documents Templates Tips & Guidelines Tool Comparison and Evaluation Training Component Value Proposition White Papers Wipro common

Konnect
Platform for collaboration, connecting people (seeking help) to people (with experience and expertise) Share the tacit knowledge within the organization, above and beyond the explicit knowledge captured in the KNet Repositories Members listed under Konnect are volunteers; membership open to all. The role of members is provide help when contacted by Konnect users Confidentiality is provided to users & experts The deliverables include
Answering queries posted by the user(s) Ensuring that the right profile is provided in Konnect, making it easier for the user to connect to the right consultant

War Rooms
Virtual space for dispersed team members to collaborate Facilitates document sharing, exchange of information, real-time online discussions, sharing work plans and online updates, monitoring the progress of activities. Access privileges and restrictions exist Only accessible through VPN and Intranet

Wipros KNET Home Page

Whats in it for the People?

Employee Speak on KM/KNet:
I strongly believe that KNet is my productivity tool... With KNet things have changed, you now easily get the information or at least find a starting point. .! KNet is the first place that i would search for any information that is requiredfor responding to bids. Knet is my Wipro Google for re-usable information

Customer Speak on Wipros KM:

It was staggering [the amount of information and the variety of applications]!

Wipros KM Portal Components

Copyright 2006 Wipro Ltd

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Wipros KM Process Model

Identify Business Challenges Review Portal Vision Define KM strategy Technology Roadmap Roll-Out Plan

Implement KM Plan

Monitor Performance Embed Enhancements

Wipros KM Value Proposition on MOSS

Wipros KM Services Offerings
Wipro KM Consultancy
Based on Knowledge Audits, Knowledge Mapping, Taxonomy Generation Services, Knowledge Readiness, KM Process Methodology, Six Sigma Methodology

KM Service Applications
Knowledge Portals KM Communities Expert Location Best Practices Sharing

Provider of End-To-End KM Services Design of KM Framework, Design of Infrastructure

Integration Services
Integrate with existing Business applications Integrate disparate Information Systems

Value Added Services

Enterprise Information portals, Competitive and Business Intelligence Services, Content and Document Management, Security

IT Infrastructure Services
Complete Design and Management of required to implement, deploy and maintain a comprehensive KM Solution

Wipros Solution Overview

Technical Capabilities
Strong relationships with Microsoft. Strong team. Proven expertise
ITIL, ISO, SEI CMM, Six Sigma processes that ensure highest quality of service Secured, dedicated infrastructure, well-set processes, knowledgeable teams and management commitment Technology Stack New Portal Product Data OS Hardware Services Stack Customer Contact Center Application Customization and Management Infrastructure Management Hosting

World Class Processes, Methodologies and Tools

Existing relationship

End to End System Integration

Cost Effective Operating Models

Proven, cost effective, 24x 7, global operating models such as factory model, SLA based, global delivery model to suite different service and project needs
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Thank You