Knowledge Management Strategy and Structure in Service Sector

Abstract

A dominant, fast growing chunk of global GDP, the service sector is unique marked by intangibility, simultaneous production and consumption of the "product" and reliance on employee skills. Talent and skills are the base for this sector and the challenge lies in knowledge retention and management. particularly, IT services. Four types of IT employees are identified -- knowledge absorbers, knowledge retainers, knowledge sharers and knowledge gurus. Attrition of knowledge sharers and gurus means extensive knowledge loss. Knowledge management strategy and structure are critical. The paper presents the evolution of collaborative KM hinging on change management processes, in a large Indian IT multinational. The paper also recommends implementation of a "Data Index" to facilitate easy and efficient information management and retrieval.