Knowledge Management in Infosys Technologies

This report discusses the concept of knowledge management and its implementation in Infosys Technologies. It explores the challenges and opportunities faced by the company and the implications of implementing the new knowledge management system. The report also assesses the success of the knowledge management initiative in Infosys.

Running Head: KNOWLEDGE MANAGEMENT 0
Infosys Technologies
Knowledge management
Student Details

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Introduction
 Knowledge management
Knowledge management is the concept of sharing and managing the flow of knowledge and
information amongst the workforce (Gourlay, 2010). The basic purpose of implementing the best
knowledge management process is providing knowledge about the organizational strategies such
as initiatives, process, technologies, a system that helps in sustainability and creation of
knowledge in the organization.
 Infosys technologies
Infosys technologies are one of the Indian multinational corporations, which provide information
technology services and other outsourcing services (Infosys, 2019). This company was
incorporated in 1981. The company is also listed in the NYSE. It employs more than 228000
people around the world and managing effective knowledge management program amongst its
companies across the world. Its total revenue is around 11.8 $ for the year of 2019. The company
operates its business in 45 countries (Infosys , 2019). The company is the 2nd largest company of
India and 596th largest company across the world. This company is good at the time of the
knowledge interaction and hence the company maintains a wide body of knowledge as it
introduces the “Process Assets System”.
The implementation of the “Process Assets System” can be done with the help of policies that
are developed by the company such as “E-Mail Usage Policy”, “IT Infrastructure Acceptable

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Usage Policy”, “Information Security Policy”, “Infosys Wireless Communication Policy”,
“Internet Access Policy”, and “User Password Policy” (Infosys, 2019).
This report will assess the nature of the knowledge management initiative and its implementation
in the company. In addition, it will also assess the implication of implementing the new process
(Infosys, 2019).
Challenges and opportunities for Knowledge management in Infosys technologies
Infosys is one of the largest organizations based in India. It is global technology services firms,
which delivers technology services across the world and provide a business solution to the
clients. Infosys provides end-to-end technology solutions including technical consulting, design
development product, engineering maintenance systems, integration, package-enabled,
consulting and implementation, and infrastructure management services. In addition, the
company also provides software products to the banking industry. They have developed
“Finacle” a universal banking solution to the large and medium-sized banks across India and
overseas. Infosys BPO is a majority-owned subsidiary (Infosys Blogs, 2019).
The company effectively introduces and implements knowledge management process that
supports to increase the productivity of the employee and the organization as well. Knowledge
management is the process of sharing knowledge among staff members. It is also a technique to
maximize the flow of information and creating coordination amongst the staff (Bahal, 2019). It
has developed as a practice to capture and reuse organizational knowledge. Knowledge cannot
always readily be transmitted in its entirety in codified form. Knowledge is understanding and
experiential learning, know-how that can be acted upon, and includes accrued information that

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can be employed and interpreted in one context specific way and then reused in a different
context drawing on other relational material. Poor knowledge management leads to
unproductivity and also creates several conflicts amongst employees. And it is important for the
organization to empower and motivates employees to share knowledge and also has to develop
techniques which can support the process and can increase productivity. As there are several
principles of knowledge management such as knowledge is messy as it is connected to
everything and it cannot be isolated or earn from just one situation or an employee every staff
member has to be motivated to share knowledge. One more principle of knowledge management
is that it is retained according to company’s policies (Mangement Study Guide , 2019). Also, it
requires knowledge managers as it cannot be well managed unless the company takes action to
provide responsibility to do it. It can be beneficial more from markets than hierarchies. It helps to
increase the workforce’s knowledge and that helps to increase productivity. Therefore, every
organization has to sustain the flow of information and empower their workforce to share
knowledge.
Infosys also faced many challenges, according to a recent report while evaluating the staff
member’s performance and their contribution to the organization. The company found many
difficulties, issues as most of the employees were not sharing the knowledge, and skills with the
other staff members and an only small group of employee take the initiatives and generally distil
writes on their experience (Sharp, 2013).
The company wanted to empower employees and motivate them to share knowledge with the
juniors and contribute to effective knowledge management. In addition, they wanted to capture

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the deliverables of the employees. In order to develop the company introduce and implement the
process called “Process assets” (Infosys , 2019).
Knowledge Management initiative and its Implementation
A knowledge management initiative by Infosys
It is essential for any organization to assess the contribution of other experienced employees that
how they help other teammates and contribute to better communication amongst the company.
Knowledge management is the concept of distribution of the company’s collective perception so
that the right information reaches to the right peoples at the right time. Every organization
utilizes different procedure in order to create an effective flow of information but it is more
important than how it should be implemented and is right information reaching to the employees
with appropriate procedures or not (Kaur, 2016).
With Infosys technology, the company also runs many processes for effective knowledge
management and this helps the organization in running effectively with better productivity.
Knowledge management is imperative in outsourcing and served as a predominant element to
define expertise at any level of operations of the company. Knowledge management has a unique
identity in the Infosys as it helps to enable stability, reliability, predictability in the company’s
operations. Today Infosys ensure better performance as it’s all backed by effective knowledge
management framework. For better knowledge management process the company introduces the
Km institute, which includes Km certification program and other technology solutions (Mehta et

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al., 2007). These programs training sessions address every employee and staff members through
the technology conundrum, and these help Infosys in seamless placement into the organization.
Although in recent times an evaluation program of the company determines that some of the
employees were not contributing and sharing the experience and write on it, and a very small
amount of people were sharing the experience with other employees. Hence, Infosys introduces
the new process called “process assets”. With this system, it can be analysed that how senior
employees are working also there deliverables will be captured. This process is based on the
intranet. The company has an intranet, which is called Sparsh that is utilized as a central
information portal. This system is consists around 5000 nodes and works in its Indian centres.
This system also works effectively in its US-based marketing offices and centres.
Through utilizing this process, the company made a proprietary Knowledge management
maturity model. The company has made knowledge management currency, which can employee
earn by giving their effort and contribution towards knowledge and experience sharing. The
entire staffs get some rewards and cash benefit by sharing knowledge and experience to another
employee of the organization.
By implementing the new knowledge management program, the company encourages its
employees to share information. Now every employee is knowledge and creating better
communication amongst other staff members. This leads to creating effective Km process and
effective knowledge management improved the company’s agility and increased rate of
innovation. Better communication and flow of information helps its employee’s growth also
increases the productivity of the organization. Infosys fulfilled its aim of building skills of its

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employees and increase efficiency in its operations. This also improves business profitability and
market reputation in such a competitive environment.
Implications of implementing the system
While implementing the new system of knowledge management, it is essential for the company
to determine the principle and concept of them in the field where the system is implemented
(Infosys , 2019). Often KM tools and techniques utilized to increase productivity, reduce
expenses, and benefit’s organizations with a higher return on investment (ROI) and increasingly
fulfilled workers. It is a central reason that organizations must consider a few KM thoughts to
make and keep up a practical upper hand. Counting the idea that extra accentuation is required in
getting, sharing, and holding the fundamentally significant inferred and unequivocal information
base that the organization has obtained. This information establishment contains significant ideas
inside the association and remotely in the company's associations with different organizations.
Likewise, associations today needs to have a persistently focus on their consideration on
advancement and the procedures, they are as of now have or can be created to change over
development to new items and administrations. This is the place vital and operational KM
procedure arranging and execution assume an indispensable job.
Infosys also found some challenges in implementing the system, as it was very complex and
lengthy to implement. The company has to cover most of the area where it operates and as well
the US.

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Analysis of implementing the Process Assets System
While implementing this new system, Infosys might face some difficulties, so to analysis these
difficulties, different Knowledge management approaches can be used which are as follows:
 Capturing or Acquisition Approach
Capturing the Knowledge of the Process Assets System might have to deal with the problems
regarding the origin of the raw material. These difficulties are related to the scope, depth,
credibility, breadth, timeliness, cost, control, accuracy, relevance and exclusivity (Ganesh, 2019).
The guiding principle used while capturing the knowledge of the new system for implementation
should be the acquisition of quality source data. Hence, if the data acquired while implementing
this system not contain the quality work, later on, it will become the difficulty for Infosys.
 Conversion or Refining Approach
The conversion approach is also defined as changing, cleaning, or standardizing the system.
When the company is implementing the ‘Process Assets System’, the company has to covert and
refines the data as per the standards of Infosys (Infosys consulting insights, 2019). It can only be
done with the proper knowledge and appointment of the Expertise. If the refining process is not
done with the proper knowledge, then it will become difficult for the company to have
appropriate use of the ‘Process Assets System’.
 Storage Approach
Storage approach helps in forming the bridge in between the upstream insertion and stages of
refinement that helps in feeding the repository and product generation downstream stages.
Storage can be physical as well as digital (Infosys , 2019). In the case of implementation of the

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new system, it is necessary for the company to have the proper storage of the data acquired and
refined as in future this will helps this storage might help the company. If the company faced
digital issues, while storing the data for the new system, then it might arise the difficulties in
implementation of the Process Assets System.
 Practical Application Approach
It is the most important approach for the implementation of Process Assets System in Infosys. As
in this, the company will practically implement the new system (Infosys, 2019). In this, if the
company is performing each of the preceding it will lead to the value-added steps with the proper
evaluation. However, if the company is failed to deliver the value of the new system
implementation then the company will face the difficulties, which includes huge capital loss.
Assessment of Knowledge Management initiative
The assessment of how the Knowledge management initiative successfully implemented in the
organization can be done with the help of six dimensions based on the framework of
“Stakeholder Approach” (Mbassegue, 2017). It has been explained in the following paragraphs.
 What: It includes the assessment of all the methods and tool that Infosys used while
implementing the process for Knowledge Management Initiative.
 How: It includes the assessment of the process adopted by the Infosys at the time of
implementation of the new system in the organization.
 Where: It includes the assessment corresponds to all the level, where the
implementations are conducted.

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 When: It includes the assessment which had concerned with the period of the
implementation of the “Knowledge Management Initiative” should be conducted
 Who: It includes the assessment of the person or the group, who were considered for
Implementation of personal knowledge for this initiative.
 Result: It includes the assessment of business performance improvement after the
implementation of the “Knowledge Management Initiative”.
The entire above dimension will help the company in providing the assessment of how
successful “Knowledge management Initiative” is for Infosys.
Successful Matric adopted by Infosys
In 2001, the metrics adopted by Infosys was named as “Enterprise Capability Unit”. The
company to energize the expansion of service line adopted this new matrix. In addition, adopting
a new matrix structure is also done for giving the reorganization to the company with the help of
Knowledge Management. Infosys established the appropriate Knowledge Management team,
who takes the initiative to secure success after the adoption of this new matrix in the company
(Infosys, 2007).
Indian business units were continued to be managed as per the relationships with their client and
they deliver the most appropriate projects. However, Infosys had added a new matrix with it.
Enterprise Capability Units referred to the building of deep expertise with the capabilities that
include across many industries. This unit is one part of the reorganization, which includes the
existing competence area. It is associated with the implementation of the “shelf software

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packages” (Sood, 2015). This matrix not only becomes successful but it also helps the industry
in many ways.
Conclusion
From the above discussion, it can be concluded that Knowledge management is the most
important concept of the organizations and “Infosys Technologies” has been chosen as a
company to explain this concept. In the first part of the report, there is the detailed explanation of
the challenges and the opportunities that the company faced at the time of ‘Knowledge
Management’.
The second part of this report covered the discussion on the process taken as the Knowledge
Management Initiative and its implementation. In this part of the report, there is the explanation
of the process adopted by Infosys named as “Process Assets” as the ‘Knowledge Management
Initiative’. In addition, this paragraph contains an explanation of the implementation of this new
system in Infosys.
The third part of the assignment covers the analysis of the “Process Asset System”
implementation with the help of the approaches of the ‘Knowledge Management’. These
approaches help in finding the difficulties faced by the company at the time of implementation of
the new system.
The Forth part of this report will cover the assessment of how the Knowledge management
initiative successfully implemented in Infosys. This is done with the help of the six dimensions
through which Infosys can do the assessment easily for ‘Knowledge Management Initiative’.

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At the end of the report, there is a detailed explanation of the successful matrix adopted by the
Infosys named “Enterprise Capability Unit”. This matrix is successful as it is implemented as
with the help of Knowledge management. Overall, it had been observed, that all the
organisations that have established the effective “Knowledge Management”, will secure a good
position in the market.

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