DHR 503 Assignment Mombasa

8/20/2019 DHR 503 Assignment Mombasa

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UNIVERSITY OF NAIROBI

SCHOOL OF BUSINESS

DEPARTMENT OF BUSINESS ADMINISTRATION

DHR 503: HUMAN RESOURCES DEVELOPMENT

CASE STUDY ASSIGNEMENT

GROUP WORK

1. Summ!" #$ %&' ()'

This case study is a review of knowledge management practices at Tata Consultancy Services –

an increasingly global IT consulting firm headquartered in Mumbai – which has enabled it to

meet ambitious growth targets over the past years. The case also narrates some of the continuing

challenges that confront TCS and the potential risks pertaining to leveraging knowledge capital.

The authors collaborated on this case in order to develop learning insights on knowledge

management in practice at global leaders across industries. hile open!ended in its conclusions"

this case does reveal some of the dilemmas faced by strategic management in adopting a suitable

#M strategy for sustainable growth.

Tata Consultancy Services is a provider of information technology $IT% services. The company

provides a wide range of services including business consulting" information technology"

business process outsourcing $&'(%" infrastructure" and engineering. The company operates in



)mericas" *urope" Middle *ast" and )sia 'acific. The company is headquartered in Mumbai"

India.

TCS developed #nowma+" a knowledge management system" using Microsoft share point portal

server that gave TCS consultants access to nearly ,- years of e+perience and best practices

arranged by type of engagement" the technology in use" and customer requirements. It supported

more than - knowledge assets and was accessible via /ltimati+ to all TCS associates. )ny

associate could contribute to the #!&ank and #nowledge officers were made responsible for

maintaining the quality of content.

*. W&% HRD P!(%+(') !' ,,!'))', -" %&+) ()' , &#/

R'(!u+%m'% , )''(%+#

The focus in the case has been to create an environment where performance is rewarded"

individuals are respected and associates get opportunities to reali0e their potential. )ccording to

the case the number of associates has more than tripled from 12--- in 1--1 ti over 3,"--- in

1--4.

T!++2 , ,''#4m'%

5resh recruits are put through ,4 day initial learning programme where they learnt a mi+ of

technical and soft skills. The associate also embarked on continuous learning program put

together by company champions. orkplace learning has also been implemented in the company

through electronic library of e!learning courses and online courses.

M'%#!)&+4 , (#(&+2

The company assigns mentors to associates. Those who demonstrate leadership were place in the

company6s leadership development programme which was designed to cultivate leadership

qualities and skills. Tsc also had a foreign language initiative that encourage all its employees to

pick up one or more foreign languages.



C!''! D''#4m'%

TCS caters to the employee6s aspirations" motivating employees to reali0e their potential and

providing them with a predictable roadmap and necessary tools for personal growth to retain

employees. TCS keeps employees engaged and motivated by providing opportunities for

continuously upgrading competencies by rotation across roles" technologies" customer and

industries and geographies.

R+) M2'm'%

The Company has put in place an *nterprise!wide 7isk Management $*7M% programme based

on the Committee of Sponsoring (rganisations of the Treadway Commission$C(S(%

framework. The risk categories covered under the *7M programme includes strategic"

operational and financial as well as compliance!related risks. This includes risk assessment and

mitigation at the company level" business 8 functional unit level" relationship level and pro9ect

level.

3. A" #%&'! +))u') -'+2 !+)', -" %&' ()'

Implementation of #nowledge management has led to positivity in the firm such that" systems

development and implementation activities are more likely to be done by TCS in a manner that is

timely" effective" and cost efficient.

The same for customer service – by knowing customer requirements and also taking ideas from

other industries that are stored in the #M databases" the company can provide new and

innovative solutions to resolve customer queries.



&y accumulating knowledge" it has built capabilities to understand how to service clients through

consulting and in other strategic areas. So #M has enabled TCS to continue to move higher up

and to bid for more strategic pro9ects.

#M repositories that capture best practices in the pro9ects it has undertaken make the company

more efficient in servicing clients. This means it can e+ecute better.

6. hat are the lessons learned – any best practice in :7; practices

5. <our comments

DHR 503 Assignment Mombasa

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