Advanced Operating Models
Oct 21, 2015

Building talent in the age of increasing automation

Knowledge is the biggest strategic asset for enterprises today. Globally, enterprises spend billions of dollars on the development of strategies for identifying, developing, and applying knowledge assets to drive success within the company and for their customers. Identifying internal and external knowledge needs and solving them yields obvious and immediate results for organizations: reduced costs, elevated profitability, increased customer and employee satisfaction, and enhanced ability for organizations to scale up. Much of the interest in knowledge management comes from the problem of diffusing innovative practices within an organization.

Information technology, while critical for enabling the spread of information, cannot capture and store knowledge. Only people can do that. One of the key challenges of the knowledge-based economy is to foster innovation. The way to accomplish that goal is to build an infrastructure that is not dependent upon traditional hierarchies because they do not encourage the dissemination of knowledge.

Genpact's vast experience with customer operations around the globe has enabled us to combine our experience with Data-to-Action AnalyticsSM and robust reporting to create a best-in-class knowledge management framework based on our Knowledge Centered Support (KCS) model, which focuses on knowledge as a key asset of the support organization, driven by four basic concepts:

  1. Create content as a by-product of solving issues
  2. Evolve content based on demand and usage
  3. Develop a knowledge base of our collective experience to date
  4. Reward learning, collaboration, sharing, and improving

In the course of our engagements, enabling this knowledge management framework with clients has delivered the following:

  • Improved support staff performance, which directly impacts customer experience and support staff productivity.
  • Corrected trouble ticket documentation to minimize ticket misroutes and ticket rejects
  • Just-in-time availability of solution artifacts in the form of standard operating procedures (SOPs) to drive lower mean time for resolution and ticket handling.

Genpact's knowledge management model can be deployed across varied businesses with large knowledge bases to retain tacit knowledge of SMEs and hence make an attrition-agnostic business delivery model. It is this unique framework-driven model that has been recognized by the Brandon Hall Group* and presented with the Gold award for Best Advance in Performance Management in 2015.

Our KCS-driven knowledge management practice is innovative because it reduces the need for SMEs in maintaining the knowledge base, which could be a challenge in industries with high levels of attrition. This is also enhanced by the asset usage, which is more user- and usage-driven in our framework than traditional client- or customer-driven guidelines. This promotes a culture of collaboration within teams, enhances existing organizational business processes, and removes redundant processes. Moreover, our knowledge management process is completely aligned to business outcomes from the get-go, which positively impacted businesses across the board.

Our strong governance model has helped clients maintain high standards of knowledge-base health, reinforced effective usage, and generated millions of dollars in business impact. It has done so by reducing people dependency, providing higher resolution rates, and reducing interaction times, thus directly reducing costs as well as improving net promoter score (NPS).

*Genpact has won 11 Brandon Hall Group awards under various categories in 2015. To know more about these awards, please visit Building Talent in the Age of Increasing Automation: Genpact Wins 11 Brandon Hall Group Excellence Awards.

Author: Leela K Tiku - AVP, L&D leader - IT Managed Services and Enterprise Application Support