1.0 Title The working title of this research is: KNOWLEDGE MANAGEMENT IN INFOSYS TECHNOLOGIES LIMITED 2.0 Background of the Study Dynamic changing markets and technological advancement, by and large, are what characterises the global business community of today. As such, organisations must become more flexible in this environment in order to be competitive so as to adapt with the changes and sustain their business operations. Strengthening the capability to learn as an organisation is crucial. Realising the matter, the management of knowledge of organisations should involve harnessing the intellectual capacity of employees by building appropriate business processes and supporting information systems. The failure to such effort may jeopardise the status of the organisation especially in aspects of resources, technologies and other important key points in their business. Defined as the process of creating, capturing and using knowledge to enhance organizational performance, knowledge management (KM) concerns the exploitation and development of the knowledge (both tacit and explicit) assets of an organization. Embracing the idea generally points to furthering the organization's objectives, with the need of systems for the creation and maintenance of knowledge repositories, and to cultivate and facilitate the sharing of knowledge and organizational learning. As knowledge becomes important, its management becomes equally important as well especially for companies that operate in a global scale. One good example is the Infosys Technologies Limited. As one of the Top 10 leading BPO companies in 3.0 Statement of the Problem The problem that the research will address is the means to which Infosys implements its knowledge management strategies and their strategies in measuring its outcomes. As well, the study will explore how Infosys utilise knowledge as a strategic tool in achieving the competitive advantage. The following research questions will be answered. 1) To what extent does knowledge management help in improving the competitiveness of Infosys? 2) What are the knowledge management strategies in place? What are its limitations? 3) How important is knowledge management to Infosys? 4) What area of business knowledge and knowledge management is considered more important? 5) How does knowledge and knowledge management specifically help Infosys in the conduct of its business? 4.0 Objectives of the Study The main aim of the study is to investigate Infosys and determine its knowledge management strategies and how these strategies contribute in achieving the corporate objectives. The objectives of the study are the following. 1) To distinguish knowledge management strategies within Infosys and the role that knowledge and knowledge management plays in achieving goals and competitiveness 2) To evaluate the degree of importance of knowledge management for Infosys and the BPO industry in general 3) To contribute to knowledge management research and to develop theories that may help companies to effectively implement knowledge management 5.0 Research Methodology This study will adapt an interpretivist approach in research. Interpretivism is the necessary research philosophy for this study because it allows the search, of the 'details of the situation, to understand the reality or perhaps a reality working behind them. From the interpretivist perception, it is necessary to explore the subjective meanings motivating people's actions in order to understand their actions. The research strategy to be used is the descriptive approach in research since the aim of the study is to collate first hand information from the employees and managers of Infosys. A descriptive research intends to present facts concerning the nature and status of a situation, as it exists at the time of the study. It is also concerned with the relationships and practices that exist, beliefs and processes that are ongoing, effects that are being felt, or trends that are developing. In addition, such approach tries to describe present conditions, events or systems based on the impressions or reactions of the respondents of the research. The samples of the study will be managers and employees of Infosys. They should be officially working in Infosys for 6 months onwards. Samples will be interviewed and surveyed with the use of semi-structured questionnaires. Both open and closed questions will be used in the questionnaire. A ranking approach will also be used to measure the degree of agreement of the respondents on several statements. A five-point Likert Scale will be used in this measure. In the Likert technique, the degree of agreement or disagreement is given a numerical value ranging from one to five, thus a total numerical value can be calculated from all the responses. |
Introduction Today's market is characterised by highly competitive organisations which are all vying for consumer's loyalty. Firms are faced with the challenge to maintain their own competitive edge to be able to survive and be successful. Strategies are carefully planned and executed to gain the ultimate goal of all: company growth. However, external factors are not the only elements which influence growth. There are also internal factors, components working within the organisation which shape the direction of the company. Along with the changing business world, customers change as well, becoming more demanding and knowledgeable than before. In turn, company management had shifted their focus on their clients or customers so as to stay successfully in business. This transition meant that organisations have to completely reformulate their conventional business aims and purposes from being process-focused to customer-centred. Hence, in order to bring out exceptional custome
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