Case Study 3 Meeting 5

1. GROUP MEMBERS
1. Arni B. Hj. Morshidi P14D461P
2. Anisah Bt Ismail P14D389P
3. Syarifah Rohaya Bt Wan Idris P14D397P
4. Dayang Adelina Bt Hj Abang Muan P14D394P
5. Norhana Aini Bt Saini P14D398P

2. CASE STUDY MEETING 5

3. • Analyze the knowledge management efforts atTCS
using the knowledge management value chain model.
Which tools or activities were used for managing tacit
knowledge and which ones are used for explicit
knowledge?
Question 1
• Describe the growth of knowledge
management systems atTCS. How have
these systems helpedTCS in its business?
Question 2
• Describe the collaboration tools used
atTCS? What benefits didTCS reap
from these tools?
Question 3

4. • How didWeb 2.0 tools help
TCS to manage knowledge
and collaboration among
its employees?
Question 4
• How do you think KM tools have
changed some key operational
processes atTCS, such as bidding for
new projects, project development and
implementation, customer service, and
so on?
Question 5

5. Question 1
Analyze the knowledge management efforts atTCS using
the knowledge management value chain model. Which tools
or activities were used for managing tacit knowledge and
which ones are used for explicit knowledge?
Knowledge Storage
Developed various repositories and
databases for knowledge storage
E.g.: KBases, ProcessAsset Libraries,
KnowMax, and Ultimatix
Knowledge Acquisition
Acquired a vast body of knowledge and
experience in several fields through on-shore
and off-shore projects for its clients across the
globe e.g.: GE Insurance, GE Health, Hewlett
Packard, Prudential, Standard Chartered Bank
etc
Regularly rotated people across
various functions and within other
Tata Group companies to gain cross-
industry experience.
Employees were also
encouraged to be part of
outside bodies like the IEEE,
and go in for certifications

6. Question 1
Analyze the knowledge management efforts atTCS using
the knowledge management value chain model. Which tools
or activities were used for managing tacit knowledge and
which ones are used for explicit knowledge?
Knowledge Application
Visit theTCS website to explore the
new capabilities developed byTCS
How it relates to the knowledge they have
accumulated over the years about the
customers, markets, systems
development, and technologies.
Knowledge Dissemination
Using a variety of techniques such asUltimatix – a web
based electronic knowledge management portal; propel
sessions that brought together employees with similar
interests; Live Meeting and KnowledgeTransition
sessions at the project level
“Tip of the Day” email comprising
technical, conceptual or human skills tips
were shared within the organization daily

7. Question 1
Analyze the knowledge management efforts atTCS using
the knowledge management value chain model. Which tools
or activities were used for managing tacit knowledge and
which ones are used for explicit knowledge?
Tacit Knowledge
Managed through redesign of development centers, Propel
sessions, KnowledgeTransition Sessions, and communities of
practice
Explicit Knowledge
Used KBases, Process Asset Libraries, KnowMax, and
Ultimatix

8. Question 2
Describe the growth of knowledge
management systems atTCS. How have
these systems helpedTCS in its business?
• Introduced inTCS in 1995 and a dedicated KM team called
“Corporate Groupware” was formed in 1998
• Covered nearly every function, from quality assurance to HR
management
• The employees could access the knowledge repository that
resided on the corporate and branch servers through the
intranet, with a browser front-end or a Notes client
• The knowledge repository, also called KBases, contained a wide
range of information about processes, line of business, line of
technology, and projects
Knowledge
Management
(KM)
• Contained information related to technology, processes, case
studies for project leaders which were made available to all
development centers through the intranet
• The same thing was done through the web-based electronic
knowledge management portal called Ultimatix, of which PAL
was the precursor
• The PAL library and KBases, which were hosted on the intranet,
were merged with Ultimatix, which had sub-portals for quality
management system, software productivity improvement,
training materials, and tools information
Process Asset
Libraries
(PALs)

9. Question 2
Describe the growth of knowledge
management systems atTCS. How have
these systems helpedTCS in its business?
• A knowledge management system
• Using Microsoft sharepoint portal server
that gaveTCS consultants access to nearly
40 years of experience and best practices
arranged by type of engagement, the
technology in use, and customer
requirements
• Supported more than 60 knowledge assets
and was accessible via Ultimatix to allTCS
associates
• Any associate could contribute to the K-
Bank and Knowledge officers were made
responsible for maintaining the quality of
content
Knowmax

10. Question 3
Describe the collaboration tools
used atTCS? What benefits did
TCS reap from these tools?
Infinity
• Instant messaging, IP telephony, and video conferencing; blogs and wikis;
IdeaStorm,TIP, and Mysite
• Results:
• collaboration of overseas and local offices improved as instant
messaging (IM) got rid of cultural and pronunciation differences that
could occur on the phone
• able to run a 24-hour internal news broadcast to allTCS offices in the
world
• travel and telecommunications costs were reduced by 40 percent and 6
percent respectively
• Improved collaboration, communication, and knowledge sharing among
the employees

11. Question 4
How didWeb 2.0 tools helpTCS to manage
knowledge and collaboration among its
employees?
Wikipedia
• Used for collaborating on materials related to project,
supporting brainstorming sessions, and developing
presentations
Blog
• To gather inputs on problems that they faced on a
project
JuskAsk System
• Allowed employees to pose a question and in turn get answers from other colleagues,
sometimes leading to a detailed discussion
• If someone often answered questions on a particular domain, the relevant specialist
group invited that person into the domain group and thus gave the visibility to talent
within the company

12. Question 4
How didWeb 2.0 tools helpTCS to
manage knowledge and collaboration
among its employees?
IdeaStorm
• Used by the management
• Helped in generation of ideas on topics posted by
the corporate team
TIP
• Used as a portal for product innovation and new ideas
• It helped the management to garner ideas related to
product/service innovation and helped in solving problems
MySite
• To help employees communicate better
with each other

13. Question 5
How do you think KM tools have changed some key
operational processes atTCS, such as bidding for new projects,
project development and implementation, customer service,
and so on?
• Built capabilities to understand how to service clients through
consulting and in other strategic areas
• EnabledTCS to continue to move higher-up and to bid for more
strategic projects
• Capture best practices in the projects it has undertaken make the
company more efficient in servicing clients
• Systems development and implementation activities are more
likely to be done byTCS in a manner that is timely, effective, and
cost efficient
• By knowing customer requirements and also taking ideas from
other industries that are stored in the KM databases, the company
can provide new and innovative solutions to resolve customer
queries
Knowledge Management (KM)