Knowledge Management framework in ITES/BPO Industry
- 1. KNOWLEDGE MANAGEMENT FRAMEWORK IN ITES/BPO INDUSTRY (Infosys BPO) VISHAL SINGH B56 15020441313
- 2. KM Framework: Human values & Culture Management and organization Infrastructure Technology (IT) VALUE
- 3. KM Management in a BPO
- 4. Infosys BPO, the business process outsourcing subsidiary of Infosys, was set up in April 2002. Infosys BPO focuses on integrated end-to-end outsourcing and delivers transformational benefits to its clients through reduced costs, ongoing productivity improvements, and process reengineering. Infosys BPO operates in India, Poland, the Czech Republic, the Netherlands, Ireland, South Africa, Brazil, Mexico, Costa Rica, the United States, Puerto Rico, China, the Philippines, Singapore, and Australia, and as of September, 2015 employed 33,391 people Background Study of in Technology
- 5. KM Overview Journals Knowledge manager/ Knowledge distributor Knowledge Repository Authors Experts Communities/ Forums User Training(Offline or online)
- 6. Organizational Factors • Leadership Team strategy • Culture where the organization works • Technology Infrastructure KM Initiative Factors • Measuring the implemented process • Rewards and Incentives • Training and Education ( Offline or Online) -Compulsory for all its employees to participate actively in its KM program -Innovations/New ideas are encouraged -Viewed KM as a cultural transformation at work -Employees performance is indirectly linked to KM -Recognition of successful KM efforts -Organizing seminars/Discussions on KM KM Strategy and Evaluation
- 7. Knowledge Objects Spreadsheets(Excel)-Comprising database of all sales agents, resolution provided, Duration of a call, number of sales, call to sale, customer information, repeat customer data and type of products sold Customer recording for information storage( To be monitored by the experts to judge the quality of a call) Remote login sessions of overseas customers( To solve an issue) also to be recorded
- 8. KM Process The customer calls in and the data gets displayed on a tool. The call recording immediately starts by default. According to the requirement of the customer either only telephonic support or video call is provided, i.e. verbally the customer is told what has to be done, or the agent takes over the customers PC via remote desktop/Connect. Once the remote control is activated, the agent takes over the servicing of the PC, giving the customer luxury of not having to attend to their PC. Payment is done via 3rd party merchant and received via Visa/Master/American Express/Diners Club. Other than the payment transaction, even the remote desktop connection is recorded for security and training purposes. Once the call is cut the customer data is filled for the future use and reference in the CRM (Customer Relationship Management) database and also updated in the individuals' database.
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