knowledge management@suntec

Knowledge Management @ SunTec

Jack Eapen CKnowledge Management and Competency Development TeamSunTec Business SolutionsAugust 2014

www.suntecgroup.com 2www.suntecgroup.com 2

Agenda

• About SunTec• Our challenges• Our initiatives• Lessons Learned


About SunTec

• Kerala-based software product development company

• Leading provider of revenue management and business assurance solutions to financial services and digital and communications services industries

• Clients include world’s leading banks


Our Challenges

• Knowledge-based organization– Need domain knowledge– Need product knowledge– Need technical knowledge

• Rapid growth• Rapid changes in business and technology


Knowledge Path for a SunTecian


“In the end, learning faster than our competitors is the only sustainable competitive advantage”

-Arie de Geus – Shell

KM Thoughts


Knowledge Management & Competency Development Team

Actively involved in• Conducting internal training programs• Conducting client/partner training programs• Facilitate knowledge sharing sessions• Create self learning contents

Our Mandate:

To grow and maintain SunTec as a learning organization, where knowledge is identified, transformed and shared in a seamless way

Our Moto:Delivering knowledge at your finger tips


Our Guiding Principle

“If Hewlett Packard knew what Hewlett Packard knows, we would be three times more profitable.”

-Lew Platt, CEO of HP


Our Initiatives- SunGuru

• e- learning portal powered by Moodle• Hosts self learning videos• Structured learning environment


I would rather entertain and hope that people learned something, than educate people and hope they were entertained

- Walt Disney

KM Thoughts


Our Initiatives- SunWiki

• Wikipedia-like knowledge sharing portal• Hosts knowledge bites shared by user community• Uses semantic web technologies (Semantic MediaWiki) to harness

knowledge from content


“Too often, people think of knowledge management as a noun. They’re mistaken: KM is a verb, a way of getting work done. You can’t get it done without a lot of nouns, such as “people,” “processes,” “procedures” or “products.”

–Jeff Angus, KM Magazine

KM Thoughts


Our Initiatives- Learning Credits

• A reward program for promoting learning and knowledge sharing culture

• Every learning, knowledge creation and sharing activity is recognized with points

• Linked to the employee KRA and performance appraisal system


Our approach to KM is far more than stick or carrot. We say, "Knowledge Sharing is your job. Do it! As a reward you may keep your job”

-Bob Buckman

KM Thoughts


Our Initiatives- Knowledge Sharing Sessions

• Occasion for experts to share their knowledge• Occasion for learners to hear from the experts• Can be within a small team or organization-wide• Special purpose sessions

– Product Watch– Project Watch– Solution Club– Tuesdays with Technology

• Knowledge shared is captured in structured documents, or video recorded for future reference


Sharing knowledge occurs when people are genuinely interested in helping one another develop new capacities for action; it is about creating learning processes

- Peter Senge

KM Thoughts


Our Initiatives- Knowledge Olympiad

• Organization-wide competition to identify and promote innovations• Many innovations hidden within small teams came into limelight• Rich knowledge externalized and documented


Imagination is more important

than knowledge

KM Thoughts


Overall Lessons Learned

• Think big, but start small• Effective communication• Support of senior management is essential, but buy-in from middle and

lower levels is crucial• Align KM programs with organization goals• Technology is important, but the user experience is more important• Challenges for a global organization• Importance of evaluation• Always collect feedback, and reinvent yourself


“You can’t manage knowledge – nobody can. What you can do is to manage the environment in which knowledge can be created, discovered, captured, shared, distilled, validated, transferred, adopted, adapted and applied.”

Chris Collison and Geoff Parcell, Learning to Fly: Practical Knowledge Management from Leading and Learning Organizations

KM Thoughts

Thank You

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knowledge management@suntec

Leadership & Management