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Infosys Knowledge Management Solution

Infosys' solution aims at providing a knowledge repository creation (collating "structured" and "unstructured" information) and making it accessible both for internal customers (CSRs - through access to an updated knowledge portal) and external customers (maintaining the e-catalogue and providing a self-service portal which is enriched by the experiential knowledge of all the CSRs across the organization).

 

The knowledge repository will enable aerospace aftermarket supply chain organizations to:
  1. Increase self-service (and hence reduce reliability on individuals)
  2. Train fresh CSRs (and hence reduce the impact of the "Ageing Workforce Problem")
  3. Leverage Global Delivery Model due to de-skilling of the process (and reduce cost of operations, while making the request-to-response process highly scalable)
  4. Increase geographical market capitalization (Standardizing the process to drive the adaptability to change)

Features
  1. Creation of the Knowledge Repository
    • Structured Information Assets
    1. Structured and usable - e.g. ERP (Lawson/Oracle), SCM Applications, CRM, e-Catalogue
    2. Structured and not usable - e.g. Excel, Word, PDF, E-mails in desktops, laptops, local servers
    3. Physical data - e.g. Technical drawings, Technical documents, Catalogues, Brochures, Backup Tapes
    4. Supplier information - Mergers, acquisitions, portfolio enhancements, new products added, new clients
    5. Competitive information

      6. Strategy for structured information assets:
      1. Creating knowledge repository by collating enterprise-wide information resources


      This solution is being implemented for a Global Aerospace and Defence OEM
      1. Catalog Updating and Management
      2. Web Research
    • Unstructured Information Assets
    1. Domain Knowledge of CSRs
    2. Experiential Knowledge of CSRs on problems and possible solutions
    • Strategy for Unstructured Information Assets



  2. Leverage the investment in building the knowledge repository to generate avenues for savings through offshoring the deskilled aspects of end-to-end order management process.
  3. Leverage the additional time with existing resources (CSRs) to enhance existing relationships and explore new market opportunities to increase top-line growth.

 

Related Information

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