Guideline For Knowledge Management in BPO: Controlled

Controlled Copy
Guideline for Knowledge Management in BPO
Name Role
Prepared By / Last Updated By Pradeepan Venukanthan BPO PO
Reviewed By Sainath BPO PDT (LeaderProcess and Quality)
Approved By VijayaKumar G S BPO Manager
Signature Date 11-Jan-08 14-Jan-08 22-Jan-08
Release ID: QGBP-KM.doc / 1.1 / 28.02.2008
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Knowledge Management Guidelines
Table of Contents
1.0 Introduction 3
3 3 4 4 5 1.1 Abstract 1.2 Introduction 1.3 Knowledge Management 1.4 Knowledge Management Strategy 1.5 Sharepoint Portal
2.0 3.0
Definitions and Acronyms Tasks
6 7
7 8 8 10 11 11 11 12 14 16 17 17 17 18 18
3.1 Establishment of KM Portal 3.1.1 Input, Tools & Techniques and Output 3.1.2 Activities 3.1.3 Verification 3.1.4 Measurements Applicable 3.2 Maintain Knowledge Assets 3.2.1 Input, Tools & Techniques and Output 3.2.2 Activities 3.2.3 Verification 3.2.4 Measurements Applicable 3.3 Reuse of process assets 3.3.1 3.3.2 3.3.3 3.3.4 Input, Tools & Techniques and Output Activities Verification Measurements Applicable
4.0 5.0 6.0
Tailoring Matrix Templates References
19 21 21
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1.0 Introduction
1.1 Abstract
The knowledge management goal for organizations must lead to leveraging the organizational knowledge for benefits in business. The generic organizational knowledge management provides a basic understanding of the knowledge management philosophy. The scope of implementing this philosophy involves a complete change in the way people, process and technology interact with each other and is influenced by the uniform corporate culture. Leveraging everyones knowledge both in BPO service arms is a key objective for Cognizant. This document will define the applicable procedure for Knowledge sharing, dissemination and consumption.
1.2 Introduction
The path to reach the skies in business benefits in a business organizational structure that has its roots in organizational knowledge is to manage mindsets. At the first instance, it is the technology-companies which could find this philosophy of management most relevant. Effective product innovation is imperative for the survival, growth and profitability of an organization which associates itself to the core knowledge industry. Speaking of current statistics in the industry, a company utilizes only twenty percent of its available knowledge asset. This number shows the average production capacity which is being pooled. This fact brings to light the untapped potential that can fuel the production and drive the profitability in an organization. The current trends in knowledge industry show that over seventy percent dependency is on floating knowledge (knowledge workers) and a small part of production depends on static knowledge (documented information). It is essential that we manage the floating knowledge into repositories which over a period of time grows to become a substantial source of relevant information and expertise. Modern enterprises must adopt a deliberate and systematic approach to managing the drivers of innovation and expertise in order to create and deliver effective services and thus maintain competitive advantage
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1.3 Knowledge Management

Knowledge management starts from the level of individuals involved in an innovation, if practiced widely, can improve organizations ability to achieve development results. Knowledge management is all about converting the available raw data into understandable information which forms a reusable repository for any future service being offered which anticipates similar kind of experiences. Knowledge management tools only work when individuals see the direct benefits in linking their personal knowledge management systems with organizational knowledge management systems. The knowledge workers must believe that the chores of contributing to an organizational knowledge management program benefits themselves and the communities with which they work. At the individual level, knowledge management involves a range of relatively simple and inexpensive techniques and tools that anyone can use to acquire, create and share knowledge, extend personal networks and collaborate with colleagues without having to rely on the technical or financial resources of the organization. Implemented from the bottom up by one development worker at a time, these techniques can increase productivity and enthusiasm and help to build momentum that can overcome the technological and social barriers to top-down, organizationwide knowledge management initiatives
1.4 Knowledge Management Strategy

For an organizational structure like Cognizant BPO where the verticals that handle projects in different domains it would be a valued experiment to maintain Vertical Specific Knowledge Centers. In Cognizant BPO these Vertical specific knowledge centers are called as sharepoint portal or KM portal. These centers would be headed by a knowledge coordinator or a champion. He would be responsible for synchronizing the information across the entire vertical into a generic vertical specific repository. It would be the responsibility of team leads and Operations managers to ensure every member of their process not only contributes but also practices using this repository to drive performance at work. The Knowledge Management would be done under seven layers - The Seven Layer Structure: Customer Knowledge - The most vital knowledge for delivering performance. All the customer specific details including the contact person, contact details, address, and phone numbers would be captured as part of the BPO PMO. All the details can be imported from BPO PMO and archived in the KM tool. Knowledge in Processes - Applying the best know-how while performing core tasks. All the details with respect to specific processes would be captured in this module those would be addressed as process assets. Knowledge in Services The type of service that the process provides. All the information with respect to services that the process provides would get covered here.
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Knowledge in People The most precious asset of all. All the details with respect to people will be stored. Organizational Memory - Drawing on lessons from the past. Lessons learnt, best practices etc will be stored. Knowledge in Relationships - Deep knowledge that underpins successful collaboration. Here all details with respect to SOW/SLA/MSA and other contractual, feedbacks will be stored here. Knowledge Assets - Measuring and managing individuals intellectual capital. All details with respect to innovations, improvements, ideas etc will be stored here.
All the Knowledge Management is being done through Sharepoint portal which is created for each of the Engagement.
1.5 Sharepoint Portal

SharePoint Portal Server SharePoint Portal Server is a tool for knowledge workers, offering them a powerful new way to organize, find, and share information. Central point of access SharePoint Portal Server is a central point of access to business critical information and applications through a customized web-based portal interface combined with powerful enterprise search technology. Document collaboration Sharepoint Portal Server provides a document collaboration and management solution that is especially intuitive for users of Office, the Windows operating system, and Internet Explorer. Content SharePoint Portal Server typically is used to store business information contained in documents such as Word documents, spreadsheets, and PDF files. SharePoint Portal Server provides workgroup management of this type of content and enables its availability to enterprise search and
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its publication on intranet portals. Features Publishing to an intranet portal site: An intranet portal makes it possible for users inside or outside your organization to search for and gain access to critical business information regardless of format. Searching across multiple locations: Enable users to easily search a variety of sources, including SharePoint Portal Server workspaces, web sites, file systems, Microsoft Exchange Server folders, and Lotus Notes databases. Document access based on user roles: Role-based security helps you control access to documents and other types of content. Review and approval: Document routing enables you to control when a document is ready to be published to an intranet portal site. Advantages Industry leading search Mainstream document management Customizable portal Deep integration with Office
2.0 Definitions and Acronyms

Abbreviations Used
BPO
Expansion
Business process outsourcing
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SLS KM EPP SOP MOM FMEA SOW MSA CARES CAPA
Seven layer Structure Knowledge Management Engagement project plan Standard operating procedure Minutes of Meeting Failure mode, effect analysis Statement of work Master service agreement Connect, Assess, Re-design, Execute, Stabilize Corrective Action, Preventive action
3.0 Tasks
3.1 Establishment of KM Portal
Following are the activities are carried out: All the portals will be created at an Engagement Level The Engagement portal will be created by the transformation team All the portal will take the naming convention Engagement Name Portal. Ex: Ingenix Portal The Administrator of the portal would be the respective Operations Manager(s) of the engagement Each of the projects under the Engagement would create a separate folder with the naming convention Project Name KM Ex: Credentialing- KM Each of the processes under the projects will have a separate folder with the naming convention Process Name KM Ex: CAQH Data KM All the documents will be maintained at the Process level under the SLS approach. Brief description about the Engagement would be available at the home page
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All the news, announcements and happenings would be maintained at the home page KM portal will also serve as a forum for discussions KM portal can also be used for Issue management, Query management and update management
3.1.1
New Engagement
Input, Tools & Techniques and Output

Inputs Tools and techniques KM Portal Outputs KM Portal created
Existing Engagement which doesnt have KM portal
3.1.2
Tasks
Activities
Work Prod ucts NA NA NA NA NA NA NA Role(s) Responsibilities
Creation of KM Portal Add and customize pages Apply all design elements as required Manage portal site/audiences/user profiles Providing Access rights Upload of all documents and process assets into KM portal Creation of query, issue and update mechanism in KM portal through tasks, discussion forums, surveys and announcements
Content Manager Designer Content Manager Designer Content Manager Designer Content Manager Designer Administrator Administrator Administrator
and Web and Web and Web and Web
Transformation Team Member Transformation Team Member Transformation Team Member Transformation Team Member Operations Manager Operations Manager Operations Manager
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Monitor, Control Usage of Documents Manage KM Portal Additional access rights, ensure folder structure is maintained as per master list of documents and records, remove obsolete documents Add, modify alerts, discussion forums Prepare KM plan for the list of documents and process assets in KM portal in accordance with business and organizational objectives Review the documents as per the defined frequency and modify the same Analyze the documents, engagement knowledge and process assets for reuse, for making process improvements and sharing of best practices
NA NA
Administrator Administrator
Operations Manager Operations Manager
NA NA
Administrator Administrator
Operations Manager Operations Manager
NA
Administrator
Operations Manager
NA
Administrator
Operations Manager
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3.1.3
Verification
Tasks Work Products NA NA Role(s) Content Manager Designer Administrator and Web Responsibilities Transformation Manager Business Leader
Verifying that the creation of KM Portal is as per guidelines laid out Ensuring that the access rights provided are as per access control document Ensuring all the process assets, documents are uploaded into the KM portal. Ensure the folder structure is maintained Ensure that the customer sensitive documents are stored in separate document library with restricted access control Ensure that the documents are uploaded only after it is reviewed and approved by the operations manager. Monitor, Control Usage of Documents Manage KM Portal Add, modify alerts, discussion forums Ensure that the KM plan prepared is aligned with the business objectives Approve the modified documents
NA
Administrator
Business Leader
NA
Administrator
Business Leader
NA
Administrator
Business Leader
NA NA NA
Administrator Administrator Administrator
Business Leader Business Leader Business Leader
NA
Administrator
Business Leader
NA
Administrator
Business Leader
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3.1.4
NA
Measurements Applicable
3.2 Maintain Knowledge Assets

3.2.1 Input, Tools & Techniques and Output
Inputs KM Portal Created Tools and techniques KM Portal Outputs Knowledge and Process assets maintained
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3.2.2
EPP SOP
Activities
Work Products
EPP SOP Team Information Team Information Performance Dashboard Risk Management
Tasks
Role(s)
Transition Manager/ Team Lead Team Lead/Training Lead Operations Manager Operations Manager Operations Manager/Team lead Transition Manager/Operations Manager/Team lead Team lead Team Lead/Training Lead Team Lead/Training Lead Team Lead/Training Lead Team Lead/Training Lead Team Lead/Training Lead Team Lead/Training Lead Team Lead/Training Lead Business Leader/Operations Manager Business Leader/Operations Manager
Responsibilities
Transition Manager/ Team Lead Team Lead/Training Lead Operations Manager Operations Manager Operations Manager/Team lead Transition Manager/Operations Manager/Team lead Team lead Team Lead/Training Lead Team Lead/Training Lead Team Lead/Training Lead Team Lead/Training Lead Team Lead/Training Lead Team Lead/Training Lead Team Lead/Training Lead Business Leader/Operations Manager Business Leader/Operations Manager
Roles and Responsibilities Organization Chart Operations review and MOMs FMEA
Process Documents Training Documents Training plan Attendance sheets Test Scores Refresher plan Feedback Sheets Skill/Competency matrix SOW
SOP Training and Development Training and Development Training and Development Training and Development Training and Development Training and Development Training and Development Transition Documents
MSA
Transition Documents
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Transition documents CARES
Transition Manager/Operations Manager Operations Manager/Team Lead Team Lead Team Lead/Quality Lead Team Lead/Quality Lead Operations Manager/Team Lead Team Lead Team Lead Team Lead Operations Manager/Team Lead Operations Manager/Team Lead Team Lead Operations Manager/Team Lead Operations Manager/Team Lead Operations Manager/Team Lead Operations Manager/Team Lead Team Lead Team Lead Team Lead Operations Manager/Team Lead Team Lead
Transition Manager/Operations Manager Operations Manager/Team Lead Team Lead Team Lead/Quality Lead Team Lead/Quality Lead Operations Manager/Team Lead Team Lead Team Lead Team Lead Operations Manager/Team Lead Operations Manager/Team Lead Team Lead Operations Manager/Team Lead Operations Manager/Team Lead Operations Manager/Team Lead Operations Manager/Team Lead Team Lead Team Lead Team Lead Operations Manager/Team Lead Team Lead
Feedbacks from customer Customer complaint log Quality Checking Process and plan CAPA Continual improvement plan Issue log/Query Log Attendance record Process control document Billing documents Best practices/Initiatives/Lessons Learnt All Procedure documents Access control document Customer communication mails Dashboards Rewards and Recognition Inventory Report Production Report Quality Report Attrition Report Change Management log
Customer Communication Quality Control & Improvement Quality Control & Improvement Quality Control & Improvement Quality Control & Improvement Issue log Team Information SOP Team Information Performance Dashboard SOP Access Records Customer Communication Performance Dashboard Team Information Team Performance Team Performance Quality Control & Improvement Team Information SOP
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Team Details Handover/Takeover document Resource Request document Customer information repository
Team Information Team Information Team Information Customer Communication
Operations Manager/Team Lead Operations Manager/Team Lead Operations Manager Operations Manager/Team Lead
Operations Manager/Team Lead Operations Manager/Team Lead Operations Manager Operations Manager/Team Lead
Note 1. Tasks refer to the documents to be maintained 2. Operations Manager has administrator access to all documents. Operations manager may decide to delegate his responsibility of being an administrator to any associate belonging to that project. 3. Associates not belonging to that engagement will have No Access to the KM portal. 4. Any other process assets other than those mentioned in the list above can be stored in others folder 5. The folders that are being maintained in the process( Document library) shall be access controlled as per the access control document 6. Any information for which an associate doesnt have access to or additional information is needed he/she can contact the administrator of the KM portal through mails or by raising a query in the KM portal for obtaining the same.
3.2.3
Verification
Tasks
EPP SOP Roles and Responsibilities Organization Chart Operations review and EPP SOP Team Information Team Information Performance Dashboard
Work Products
Role(s)
Operations Manager Operations Manager Business Leader Business Leader Business Leader
Responsibilities
Operations Manager Operations Manager Business Leader Business Leader Business Leader
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MOMs FMEA Process Documents Training Documents Training plan Attendance sheets Test Scores Refresher plan Feedback Sheets Skill/Competency matrix SOW Risk Management SOP Training and Development Training and Development Training and Development Training and Development Training and Development Training and Development Training and Development Transition Documents Business Leader Operations Manager Operations Manager Operations Manager Operations Manager Operations Manager Operations Manager Operations Manager Operations Manager Business Leader/Operations Manager Business Leader/Operations Manager Business Leader Business Leader Operations Manager Operations Manager Operations Manager Business Leader Operations Manager Operations Manager Operations Manager Business Leader Business Leader
Business Leader Operations Manager Operations Manager Operations Manager Operations Manager Operations Manager Operations Manager Operations Manager Operations Manager Business Leader/Operations Manager Business Leader/Operations Manager Business Leader Business Leader Operations Manager Operations Manager Operations Manager Business Leader Operations Manager Operations Manager Operations Manager Business Leader Business Leader
MSA
Transition documents CARES Feedbacks from customer Customer complaint log Quality Checking Process and plan CAPA Continual improvement plan Issue log/Query Log Attendance record Process control document Billing documents Best practices/Initiatives/Lessons Learnt
Transition Documents Customer Communication Quality Control & Improvement Quality Control & Improvement Quality Control & Improvement Quality Control & Improvement Issue log Team Information SOP Team Information Performance Dashboard
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All Procedure documents Access control document Customer communication mails Dashboards Rewards and Recognition Inventory Report Production Report Quality Report Attrition Report Change Management log Team Details Handover/Takeover document Resource Request document Customer information repository
SOP Access Records Customer Communication Performance Dashboard Team Information Team Performance Team Performance Quality Control & Improvement Team Information SOP Team Information Team Information Team Information Customer Communication
Operations Manager Business Leader Business Leader Business Leader Business Leader Operations Manager Operations Manager Operations Manager Business Leader Operations Manager Business Leader Business Leader Operations Manager Operations Manager/Team Lead
Operations Manager Business Leader Business Leader Business Leader Business Leader Operations Manager Operations Manager Operations Manager Business Leader Operations Manager Business Leader Business Leader Operations Manager Operations Manager/Team Lead
3.2.4
NA
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3.3 Reuse of process assets

3.3.1 Input, Tools & Techniques and Output
Inputs Maintenance of process assets in KM portal Tools and techniques KM Portal Outputs Use of process assets for reuse, process improvements and best practice sharing
3.3.2
Activities
Work Products
Process assets in KM portal
Tasks
Identify process assets and work products and best practices that can be made available for reuse Modify the process assets to comply with IPR before making it available Provide the assets for reuse to the quality team Check for correctness and clarity and upload the same in BPO level KM portal Reuse the process assets as per engagement requirements, make modifications as appropriate Document the list of process assets reused in EPP
Role(s)
Team Lead/Team Manager Team Lead/Team Manager Team Lead/Team Manager Quality Team
Responsibilities
Team Lead/Team Manager
Process assets in KM portal Process assets
Team Lead/Team Manager Team Lead/Team Manager
Process assets
Quality Team
Process assets
Team lead/Team Manager and Operations Manager of all engagements Team lead
Team lead/Team Manager and Operations Manager of all engagements Team lead
EPP
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3.3.3
Verification
Tasks Work Products
Process assets in KM portal
Role(s)
Operations Manager
Responsibilities
Operations Manager
Verify that the identified process assets for reuse doesnt violate Intellectual property rights of the client, doesnt contain any client sensitive information Review the usage of process assets Approve the documents to be reused by the engagements manager that is reusing the process asset
Process assets Process asset
Quality Team Operations
Quality Team Operations Manager Manager of the engagement that is reusing the process asset
3.3.4
NA
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4.0 Tailoring Matrix

S.No
1 2 EPH SOP
Task
Scenario
All projects All projects
Applicability & Tailorablity

M M SOP template is tailorable
Roles and Responsibilities Organization Chart
All projects
M R&R template is tailorable
All projects
M Org Chart template is tailorable
5 6 7
Operations review and MOMs FMEA Process Documents
All projects All projects All projects
M M O If the process has SOPs/ PCD and it covers all aspects of the process then it need not have separate process documents
Training Documents
All projects
M The template is tailorable
9 10
Training plan Attendance sheets
All projects All projects
M M The template is tailorable
11
Test Scores
All projects
M The template is tailorable
12 13 14 15 16 17
Refresher plan Feedback Sheets Skill/Competency matrix SOW MSA Transition documents CARES
All projects All projects All projects All projects All projects All projects
M M M Template is tailorable M M M Refer to QGBP-Tailor for CARES related tailorability
18
Feedbacks from customer
All projects
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19 20 21 22 23 24 25 26 27 Customer complaint log Quality Checking Process and plan CAPA Continual improvement plan Issue log/Query Log Attendance record Process control document Billing documents Best practices/Initiatives/Les sons Learnt All Procedure documents Access control document Customer communication mails Dashboards Rewards and Recognition Inventory Report Production Report Quality Report Attrition Report Change Management log Team Details Handover/Takeover document Resource Request document Customer information repository

All projects All projects All projects All projects All projects All projects All projects All projects All projects M M Template is tailorable M M M O M O M Template is tailorable All projects All projects All projects All projects All projects All projects All projects All projects All projects All projects All projects All projects All projects All projects M M O M Template is tailorable O M Template is tailorable M Template is tailorable M Template is tailorable O M O M M O
28 29 30 31 32 33 34 35 36 37 38 39 40 41
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Legend: Use M for Mandatory, Ofor Optional and NA for Not applicable Tailoring can be done at the task/activity levels. When a task is not applicable, activities under that need not be listed in the second column.
Tailoring
Framework: All Optional tasks/Activities should include a tailoring rule under which it can become optional Project level: Stages/Tasks/Activities that are not applicable should be marked as NA with appropriate remarks.
5.0
Templates
NA
6.0
Right View Area
References
Description View an area and its contents. Site groups assigned right by default Reader Contributor
Content Manager
Web Designer
Administrator
View Pages
View pages in an area.
Reader Contributor
Content Manager
Web Designer
Administrator
Add Items
Add items to lists.
Contributor
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Add documents to SharePoint document libraries.
Content Manager
Add Web Discussion comments.
Web Designer
Administrator
Edit Items
Edit items in lists. Edit documents in SharePoint document libraries.
Contributor Web Designer
Customize Web Part Pages in SharePoint document libraries.
Administrator
Delete items from a list, documents from a document library, Web discussion comments in documents.
Manage Personal Views
Create, change, and delete personal views of lists.
Contributor Content Manager
Web Designer
Add/Remove Personal Web Parts
Add or remove Web Parts on a personalized Web Part Page
Web Designer
Update Personal Web Parts
Update Web Parts to display personalized information
Web Designer
Cancel Check-Out
Check in a document without saving the current changes.
Web Designer
Administrator
Add and Customize Pages
Add, change, or delete HTML pages or Web Part Pages.
Content Manager
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Edit the portal site by using a Windows SharePoint Services-compatible editor.
Web Designer
Administrator
Create Area
Create an area on the portal site.
Content Manager Web Designer
Administrator
Manage Area
Delete or edit the properties for an area on the portal site.
Content Manager Administrator
Manage Area Rights Apply Style Sheets
Add, remove, or change user rights for an area. Apply a style sheet (.CSS file) to an area or the portal site.
Administrator Web Designer Administrator
Browse Directories
Browse directories in an area.
Create Personal Site
Create a personal SharePoint site.
Use Personal Features Manage Alerts
Use alerts and personal sites.
Contributor
Change alert settings for the portal site. Manage alerts for users.
Administrator
Manage User Profiles Manage Audiences Manage Portal Site
Add, change, or delete user profile information and properties. Add, change, or delete audiences. Specify portal site properties and manage site settings.
Administrator Administrator Web Designer Administrator
Manage Search Search
Add, change, or delete index and search settings in the portal site. Search the portal site and all related content.
Administrator Reader Contributor
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Web Designer
Content Manager
Administrator
Add and Customize Pages
Create ASP.NET, ASP, and HTML pages for a Web site.
Web Designer Administrator
Add Items
Add items to lists or documents to document libraries.
Administrator
Add/Remove Personal Web Parts
Add and remove Web Parts to personalize Web Part Pages.
Administrator
Apply Style Sheets
Apply a style sheet to the entire Web site.
Apply Themes and Borders
Apply a theme or border to an entire Web site.
Browse Directories
Browse the directory structure of a Web site.
Administrator
Cancel Check-out
Cancel the check-out action performed by another user
Create Cross-Site Groups
Create or delete cross-site groups, or to change membership of a cross-site group.
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Administrator
Create Sites and Workspaces
Create a new subsite or workspace, such as a Document Workspace or Meeting Workspace.
Reader Contributor
Web Designer
Administrator
Delete Items
Delete list items and documents from the Web site.
Administrator
Edit Items
Edit existing list items and documents in the Web site.
Administrator
Manage Lists
Create, edit, or delete lists and change their settings.
Manage List Rights Manage Personal Views
Change rights for a list or document library. Create, edit, or delete personal views on lists.
Administrator Contributor Web Designer
Administrator
Manage Site Groups
Create, delete, and edit site groups, both by changing the rights assigned to the site group and by changing which users are members of the site group. Perform administration tasks for a particular site or subsite. Update Web Parts to display personalized information.
Administrator
Manage Web Site Update Personal Web Parts
Administrator Contributor Web Designer
Administrator
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Self-Service Site Creation

Use the Self-Service Site Creation tool to create a top-level Web site. Reader Contributor
Web Designer
Administrator
View Items
View items in lists, documents in document libraries, and Web discussion comments.
Reader Contributor
Web Designer
Administrator
View Pages
Browse pages in the Web site.
Reader Contributor
Web Designer
Administrator
View Usage Data
View reports on Web site usage.
Administrator
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Guideline for Knowledge Management in BPO

Prepared By / Last Updated By Pradeepan Venukanthan BPO PO

Reviewed By Sainath BPO PDT (LeaderProcess and Quality)

Approved By VijayaKumar G S BPO Manager

Signature Date 11-Jan-08 14-Jan-08 22-Jan-08

Release ID: QGBP-KM.doc / 1.1 / 28.02.2008

Knowledge Management Guidelines

Definitions and Acronyms Tasks

4.0 5.0 6.0

Tailoring Matrix Templates References

Release ID: QGBP-KM.doc / 1.1 / 28.02.2008

Knowledge Management Guidelines

Release ID: QGBP-KM.doc / 1.1 / 28.02.2008

Knowledge Management Guidelines

1.3 Knowledge Management

1.4 Knowledge Management Strategy

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Knowledge Management Guidelines

1.5 Sharepoint Portal

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Knowledge Management Guidelines

2.0 Definitions and Acronyms

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Knowledge Management Guidelines

SLS KM EPP SOP MOM FMEA SOW MSA CARES CAPA

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Knowledge Management Guidelines

Input, Tools & Techniques and Output

Existing Engagement which doesnt have KM portal

and Web and Web and Web and Web

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Knowledge Management Guidelines

Operations Manager Operations Manager

Operations Manager Operations Manager

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Knowledge Management Guidelines

Administrator Administrator Administrator

Business Leader Business Leader Business Leader

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Knowledge Management Guidelines

3.2 Maintain Knowledge Assets

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Knowledge Management Guidelines

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Knowledge Management Guidelines

Transition documents CARES

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Knowledge Management Guidelines

Team Information Team Information Team Information Customer Communication

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Knowledge Management Guidelines

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Knowledge Management Guidelines

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Knowledge Management Guidelines

3.3 Reuse of process assets

Process assets in KM portal Process assets

Team Lead/Team Manager Team Lead/Team Manager

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Knowledge Management Guidelines

Process assets Process asset