Abstract

The case presents the knowledge manage-ment (KM) practices of Infosys Technologies, one of the leading software companies based in India. Infosys was inducted into the Global Most Admired Knowledge Enterprises (MAKE) Hall of Fame in the year 2005 due to its innovative KM initiatives. Since its inception, Infosys gave importance to learning in the organization. Its efforts to assimilate and distribute knowledge within the company began with the establishment of Education and Research Department in the year 1991. The department began gathering content and knowledge that was available within the organization and the scope of the department grew with the launch of intranet. A full fledged KM program began in 1999 with the launch of Kshop. Through Kshop, knowledge generated in each project across the global operations of Infosys was captured. The case also highlights the benefits reaped by Infosys using KM in its day to day operations.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Study the implementation of KM initiatives in a large IT organization
• Examine the importance of organizational culture in successful implementation of KM initiatives
• Evaluate different service and industry practices in software industry
• Understand the role played by top management in the KM efforts of a company
• and Appreciate the need for developing intellectual capital for an organization.

Keywords

Infosys Technologies, Knowledge Management, Most Admired Knowledge Enterprise, Organizational Learning, Knowledge-driven Culture, Knowledge Workers, Intellectual Capital, Collaborative Knowledge Sharing, Body of Knowledge, Education and Research Department, Intranet Based Learning, Process Assets, People Knowledge Map, Kshop Repository, Knowledge Currency Units, Knowledge Creation, KM Maturity Model