Infosys: Meeting the Knowledge Management Challenge

Abstract

Dr. J. K. Suresh, Vice President and Principal Knowledge Manager at Infosys Limited (Infosys), pondered a question that continually needed to be addressed, but never could be truly answered. For a number of years, he had been responsible for overseeing the internal knowledge management (KM) activities of the large, global IT-services company, headquartered in Bangalore, India. The existing system was widely recognized—in case studies, articles and books—for its excellence. But the company, whose revenues for FY 2013 were in excess of $7 billion, was evolving rapidly in its business model. What changes to the KM system, if any, would improve the company’s ability to move its services to the next level?