Knowledge management: Delivering excellence

Abstract

Wipro Technologies, a leading IT organization of India, is poised to take on the global majors to become a leading IT services provider in the world. Wipro has achieved its current leading position through relentless quest for quality of its services, processes, and people. To reach its goal of becoming a preferred vendor of IT solutions and services for Fortune 500 organizations, and to be one amongst the top ten IT organizations worldwide, it needs to continuously deliver excellence. This will happen only when it responds to the changing needs of its customers, market, technology, and, its employees quickly and effectively. Being a knowledge organization, the main thrust for achieving excellence will come from its deep, diverse, disciplined and differentiating competence. Only effective management of its knowledge resources and competence can ensure such a competitive advantage. In this report we investigate how Wipro can deliver excellence through knowledge management. The focus would be on discussing how knowledge drives the organizational competence, competitive strategy, and goals. A framework is developed to understand and analyze interactions between the environment and the organization that generates a response appropriate for the organization to remain competitive and continue to deliver excellence. This framework is compared with the current knowledge management initiative in Wipro to analyze and suggest practices and processes that enable Wipro to get the most out of its knowledge resources and deliver highest value to its customers.