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The Role of Organizational Culture 241

Table 7.5
The Infosys KM maturity model

Level Organizational capability Characteristics/key result areas
Default Complete dependence on Unstructured on-the-job learning,
individual skills and abilities accidental knowledge reuse, informal
knowledge sharing, teamwork virtually
nonexistent
Reactive Ability to perform tasks People are aware of knowledge as an
constituting the basic business of asset through formal training and
the organization repeatedly mentoring, some pockets of
knowledge sharing, sporadic
knowledge reuse, and some teamwork
Process focus is on basic content
capture
Technology is information
management
Aware Restricted ability for data-driven People are educated on KM, some
decision making environmental scanning and
Restricted ability to leverage knowledge dissemination
internal expertise Process of content structure
Ability to manage virtual teams management, taxonomy of knowledge
well Knowledge technology infrastructure,
for example, portal
Dedicated KM group
Convinced Quantitative decision making for Customized enabling
strategic and operational Value-added content
applications is widespread
Quantitative KM processes, for
High ability to leverage internal example, KM metrics such as
and external sources of expertise percentage of content used, quality
Organization realizes measurable ratings
productivity benefi ts through Knowledge infrastructure management
knowledge sharing for sustainable KM
Ability to sense and respond
proactively to changes in
technology and business
environment
Sharing Ability to manage organizational Expertise integration (content and
competence quantitatively expertise available organization-wide)
Strong ROI-driven decision Knowledge leverage through
making frictionless knowledge fl ows
Streamlined process for leveraging Innovation management and cohesive
new ideas for business advantage teamwork
Ability to shape change in
technology and business
environment