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Journal of Information Technology

Document Type

Case

Abstract

Knowledge is being discussed as one of the most important organizational resources. But these resources exist in specialized pockets dispersed across the organization, and dedicated knowledge management (KM) programs are required to improve their flow. However, high failure rates of such programs raise serious doubts about their ability to improve knowledge flows. This case traces the KM program of Infosys Technologies, Ltd – a Global Most Admired Knowledge Enterprise. The case describes how, in 1999, Infosys’ top management detected a severe lack of organizational knowledge flows while implementing a program aimed at continuously improving their core business processes. A more detailed examination exposed that the lack of knowledge flows stifled the effectiveness of their organizational structure and their business model. Alarmed by these critical findings, Infosys initiated their KM program. A five-stage knowledge maturity model (KMM) was conceptualized to aid KM implementation. With people, processes, and technology as the three pillars of Infosys’ KM program, KMM identified specific capabilities Infosys needed to develop in each of the five levels. Things worked fine till 2004 when Infosys began moving towards KMM Level 4, which required developing clear metrics to measure KM effectiveness, that is, improvements in knowledge flow. In the absence of such metrics, Infosys’ Board of Directors started questioning company's financial investment in the KM program. The CEO, who championed the KM program, knew that he faced two key challenges – to convince the Board of future revenue prospects of the KM program, and to identify metrics for assessing improvements in organizational knowledge flows.

DOI

10.1057/palgrave.jit.2000115

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