Implementing Knowledge Management solutions in Infosys: A Case Study

Knowledge Management approach is the incorporation of people, processes and technology involved for designing, capturing and executing the intelligent infrastructure of an organization. It permits the people within an organization to share, lead to improved services and results. KM plays an important role in the upgrading of organizational competitive advantage by sharing of best practices, accomplishing better decision making faster response to key institutional issues, better process handling and improved people skills. This article focuses on the history of KM, distinguishing data, information knowledge and Knowledge Management and strategy of Infosys for finding solutions to acquire, retain and build a satisfied customer base. The methodology of study is both primary and secondary from published articles and customer reviews. The study helps in reinvention of the wheel, relevant and focused policies in compliance with company's goals and objectives which will help in improving customer retention and their satisfaction by applying KM strategies as it is known that the apparent failure in KM initiatives is caused due to lack of sharing culture, awareness of the benefits of KM and a failure to assimilate KM into our working practices.