INTRODUCTION TO

KNOWLEDGE MANAGEMENT
 Knowledge
Knowledge
It involves creating, management is the
management is the
sharing, using, and process by which an
process of capturing,
managing knowledge enterprise gathers,
organizing, and
and information to organizes, shares and
applying an
enhance the analyzes its knowledge
organization's
organization's in a way that is easily
collective knowledge
competitiveness accessible to
to achieve its goals
employees

Knowledge
management Knowledge
It helps in maintaining
involves data management is crucial
transparency,
mining and some for promoting ethical
accountability, and
method of operation to behavior and instilling
ethical decision-
push information to human values within
making processes
users to make it easily an organization
accessible
 Significance
01 02 03 04 05 06
Knowledge It helps in capturing sharing
management maintaining and knowled improvin promoti
is crucial for transparency, organizin g
promoting accountability
ge with ng the
g others processe generati
ethical , and ethical knowledg s and
behavior decision- e in who can on of
technolo
and instilling making system to benefit new
human processes. gy to
address from it provide
knowled
values specific like new ge for
within an easy
business recruits, continua
organization tasks and access to
inventin knowled l
projects learning
g ge; and
business
models
Infosys Knowledge Management System
● Example: Infosys has long been a pioneer in knowledge management (KM) in India. The
company implemented a comprehensive knowledge management system called K-Shop
in 2002, which was developed as an intranet-based platform for sharing knowledge across
teams.
● Caselet:
Infosys, being one of the largest IT service companies in India, recognized that knowledge
is one of its most valuable assets. K-Shop was designed to enable the company’s
employees to share insights, best practices, and experiences across departments. This
platform also included discussion forums, a knowledge repository, and wikis where
employees could collaboratively solve complex problems. For example, when working on
projects for international clients, Infosys employees could use K-Shop to share reusable
code, methodologies, and strategies across its global network. This saved time and
resources, improved innovation, and ensured quality service delivery.
Key Takeaway: Infosys’ effective KMS allowed it to cut down duplication of work and
facilitated knowledge sharing in real-time across geographical boundaries, improving the
company’s performance.
ICICI Bank implemented a KM initiative to improve knowledge sharing across its extensive network of
employees in different branches and regions.
ICICI Bank, one of India's largest private sector banks, recognized the need to share knowledge and expertise
more efficiently across its many departments, such as retail banking, corporate finance, and insurance. The
bank built a system that allowed front-line staff in branches to access case studies, policy updates, and training
modules. For instance, during the rollout of new financial products, employees could quickly access FAQs and
training materials, enabling them to better serve customers. The system also enabled knowledge sharing
between various departments, allowing corporate teams to collaborate with retail branches in real-time. ICICI
Bank's knowledge-sharing initiative helped employees stay updated with policy changes and product launches,
improving customer service and operational efficiency.

DRDO’s Knowledge Management System -The Defence Research and Development Organisation (DRDO)
implemented a robust KM system to manage its large body of knowledge across its various research and
development centers. DRDO, India’s premier defense research institution, operates across numerous
laboratories and centers involved in advanced research. To manage and share critical knowledge, DRDO set
up an internal knowledge management system that houses reports, patents, technical documents, and project
details. This KM system allows scientists and engineers working in different parts of India to collaborate on
high-end projects, like missile systems or indigenous defense technologies. For example, during the
development of the Agni missile program, the knowledge base allowed engineers working across different
locations to access shared insights and historical data, speeding up the development timeline. DRDO’s
knowledge management system fosters collaboration and accelerates innovation in critical national defense
projects.
National Innovation Foundation (NIF) – Knowledge Sharing of Grassroots
Innovations

The National Innovation Foundation (NIF) promotes grassroots innovations in India,

providing a platform for knowledge sharing and dissemination of traditional knowledge.
NIF focuses on identifying, supporting, and scaling grassroots innovations in rural India.
The foundation built a comprehensive knowledge-sharing platform where innovators,
mostly from rural and semi-urban areas, can share their inventions and ideas with a larger
audience, including government bodies, research institutions, and private enterprises. One
notable example is the documentation and sharing of traditional farming techniques and
low-cost technology innovations. These shared practices and innovations have been
disseminated across other rural communities, improving productivity and sustainability.
Through the knowledge-sharing portal, NIF helped farmers access useful knowledge on
organic farming techniques, water conservation methods, and low-cost agricultural tools.

Key Takeaway: NIF’s efforts in promoting knowledge sharing have led to the widespread
adoption of innovative practices, helping marginalized communities improve their
livelihoods.
Indian Railways - Knowledge Management for Infrastructure Projects
● Example: Indian Railways implemented KM practices to manage large
infrastructure projects and share engineering knowledge across divisions.
● Caselet:
Indian Railways, one of the world’s largest railway networks, deals with
numerous infrastructure projects, including electrification, track laying, and
station modernization. The organization developed a KM system that enabled
project managers and engineers across different regions to share best
practices, technical documentation, and project timelines. For example, during
the construction of the Dedicated Freight Corridor (DFC), the knowledge
sharing between divisions ensured the adoption of innovative construction
techniques, reducing costs and timelines.
● Key Takeaway: Indian Railways' KM system promotes collaboration across
projects, ensuring the effective implementation of large-scale infrastructure
improvements.
Types of knowledge
Explicit
knowledge

Tacit knowledge

Embedded
knowledge
 FAQs

Examples of
knowledge webinars

manageme
training programs
nt systems
in case studies
Organizatio
ns forums or community
features
The Knowledge Management Process

Knowledge gathering

Knowledge storage and

organization

Knowledge distribution

Knowledge use
 Benefits of knowledge management
Improve
Increases Less time
Information at Customer
Productivity recreating
users' Experiences
and existing
fingertips and
Performance knowledge
Engagements

Enhance the Increase

Fewer Standardized
customer Innovation and
mistakes processes
experience Growth

Increased
Motivation
collaboration
 Keeping up with
technology
Challenges
of
Security
knowledge
manageme
Keeping
nt information up to
date
 Assess organizational culture

Carefully plan a rollout

Knowledge
Motivate and reward
Manageme employees

nt Best Implement knowledge

Practices ownership

Create a formal knowledge

exchange policy
 II.
KNOWLEDGE
MANAGEMENT
FRAMEWORK
 Discuss the SECI model -
Socialization, Externalization,
Combination, and
Internalization developed
by Nonaka and Takeuchi
A.
Knowledg Emphasize the
importance of fostering a
culture of knowledge
e Creation creation within
organizations to enhance
ethical values
 Explain the process of
capturing knowledge
through various means,
such as documentation,
interviews, and
B. experiential learning
Knowledg Highlight the significance
of capturing tacit
e Capture knowledge, especially in
the context of ethical
decision-making
 Discuss the importance of
sharing knowledge within
an organization, including
the use of technology and
C. collaboration tools

Knowledg Relate knowledge sharing

e Sharing to ethical values like
transparency and open
communication
 Explore how
organizations apply
D. knowledge to make
ethical decisions and
Knowledg solve problems
e Discuss the role of
knowledge management
Applicatio in promoting ethical
n decision-making
processes
 1. People and Culture: Your organization's people are the source of
its embedded knowledge. They possess the knowledge, skills, and
abilities needed to perform their assigned duties, which, in turn,
enables your company to operate as it does. A well-implemented
knowledge management strategy aims to harness this expertise to
optimize team performance fully.

Core
Component It also requires a strong team culture — one that is heavily focused
s of on bringing team knowledge to the forefront of all company
initiatives. By strengthening your team culture, you'll continually

Knowledge develop the “certain something” that makes your company unique
and that sets you apart from your competitors.

Managemen
t It must encourage a knowledge-sharing mindset among employees
is essential. By promoting a free exchange of ideas and continuous
learning through open communication, collaboration, and active
participation in KM initiatives, you'll enhance employee
engagement and satisfaction.
 2. Structures and Processes: A robust
knowledge management system is essential for your
KM efforts. Your team's collective knowledge must

Core
be organized for the sake of accessibility and
usability. Building content hierarchies and structures
from the get-go will ensure your knowledge assets
Component are always available to your team when they need
them.
s of
Knowledge
Manageme A well-designed process also involves building
knowledge management systems for capturing,
preserving, and transferring knowledge from
nt employees who leave the organization or change
roles. This process, known as knowledge retention,
helps prevent valuable expertise from being lost.
 3. Tools and Technology -A central repository
that acts as a single source of truth such as
a knowledge base, corporate wiki, or company
intranet

Document management systems to store,

Core organize, and manage your organization's
documents and records effectively

Component
s of Learning management systems for employee
training and development

Knowledge
Manageme
Enterprise search tools to improve the
discoverability of knowledge assets

nt Expertise location tools that help identify

subject matter experts within the organization
 Project management and collaboration tools for
tracking tasks, progress, and knowledge
generated in the course of work

Analytics tools to monitor and analyze

Core knowledge usage and user behavior to identify
areas for improvement
Component
s of Tools for communication and collaboration

Knowledge
Manageme Customer service and support software

nt
Data collection and aggregation tools
 Address the ethical
concerns related to the
privacy and security of
III. Ethical knowledge and
Consideration information
s in Discuss the responsibility
Knowledge of organizations to
protect sensitive data
Management
and uphold ethical
standards
 Explain how knowledge
management can promote
transparency in
B. organizational operations

Transparenc
y and Discuss the role of
knowledge management in
Accountabili holding individuals and the
organization accountable
ty for their actions
 Highlight the ethical issues
C. related to intellectual
property and plagiarism in
Intellectu knowledge management
al
Property Discuss how organizations
should ensure that
and knowledge is used
Plagiaris ethically and without
violating copyrights
m
 Wisdom is the ability to make sound judgments and
decisions that benefit individuals, organizations, and
Characteristi society as a whole. It involves a deep understanding
cs of Wisdom of human values, ethics, and the interconnectedness
of decisions. Wisdom transcends mere knowledge. It
Management involves the application of knowledge in ethical and
meaningful ways.

Wise individuals and organizations consider the

consequences of their actions on multiple
stakeholders. Wisdom management integrates
ethical, long-term, and holistic thinking into
organizational decision-making. It leads to enhanced
decision-making, positive reputations, and
sustainable success.
 Wisdom
Managemen
t
 Ethical Decision-Making: Wisdom management
prioritizes ethical decision-making

Long-Term Perspective: Wisdom management

Characteristi emphasizes the long-term consequences of
decisions
cs of
Wisdom Holistic Approach: Wisdom management takes
a holistic view, considering the
Managemen interdependence of various aspects of business
and society
t Open Communication: Organizations practicing wisdom
management foster open communication. Employees are
encouraged to express their views, question assumptions,
and provide feedback.
 Practices for Wisdom Management
Leadership by Example: Wise leaders set an example by making ethical decisions and demonstrating a
commitment to long-term sustainability. They create a culture that values wisdom.

Ethical Frameworks: Organizations establish ethical frameworks, codes of conduct, and decision-making
guidelines. These frameworks guide employees in making wise and ethical choices.

Ethical Training: Provide ongoing ethics training that focuses on wisdom and ethical decision-making Encourage
employees to develop their moral reasoning.

Stakeholder Engagement: Engage with a diverse range of stakeholders, including employees, customers,
suppliers, and the community. Consider their perspectives in decision-making.

Sustainability Practices: Implement sustainable business practices that consider the environmental and social
impacts of operations. Aim for responsible resource management.

Mentoring and Wisdom Circles: Establish mentoring programs and wisdom circles where experienced
individuals share their insights with younger generations. Encourage the transfer of wisdom within the
organization.
 Enhanced Decision-Making: Wisdom
management leads to more informed,
ethical, and balanced decision-making

Positive Reputation: Wise organizations are

Benefits more likely to have a positive reputation and

strong stakeholder relationships

of Wisdom Employee Well-Being: Wisdom management

Managem contributes to a positive work environment
where employees are engaged and satisfied

ent Sustainability and Resilience: Wise organizations are

better equipped to navigate challenges and adapt to
changing circumstances. They are more resilient in the
face of adversity.
 I. Enron •MOST
INTRODUCE THE ENRON SCANDAL, WHICH WAS ONE OF THE
SIGNIFICANT CORPORATE FRAUD CASES IN HISTORY
Scandal: •EXPLAIN THAT ENRON, ONCE CONSIDERED A REPUTABLE
Analyzing the INCLUDING ACCOUNTING FRAUD AND A LACK OF TRANSPARENCY
ENERGY COMPANY, COLLAPSED DUE TO UNETHICAL PRACTICES,

Consequence LACK OF ETHICAL KNOWLEDGE MANAGEMENT

•DISCUSS HOW THE ENRON SCANDAL WAS PARTLY A RESULT OF A

s of Unethical •OVER
EXPLAIN THAT THE COMPANY'S CULTURE EMPHASIZED PROFITS
ETHICS, LEADING TO UNETHICAL DECISION-MAKING AND

Knowledge
PRACTICES

Management
 •Analyze the consequences of the Enron scandal,

C. including the loss of jobs, investments, and the

erosion of public trust

Catastrophic •Discuss how a company's failure to manage

knowledge ethically can lead to catastrophic
financial and reputational damage
Consequenc
es
 II. Toyota's
Knowledge
•INTRODUCE TOYOTA, A RENOWNED AUTOMOTIVE
COMPANY, AND ITS KNOWLEDGE MANAGEMENT
PRACTICES

Manageme •EXPLAIN HOW TOYOTA'S PRACTICES ARE FOUNDED ON

PRINCIPLES SUCH AS CONTINUOUS IMPROVEMENT ,
EMPLOYEE EMPOWERMENT, AND A FOCUS ON QUALITY
nt: Aligning AND SAFETY

with Ethical
Values
 Discuss how Toyota's knowledge management aligns with
ethical values, emphasizing the company's commitment
to quality and safety

Highlight Toyota's proactive approach to recalls and

safety concerns, emphasizing their ethical responsibility
to protect customers

B.
Commitme
nt to
Quality and
Safety