Infosys Technologies Limited: Unleashing CIMBA

Unleashing CIMBA

EXECUTIVE SUMMARY Infosys Technologies Ltd., one of the world’s most profitable IT services company, implemented a customer relationship management (CRM) system called CIMBA — Customer Information Management By All. This customer-focused system was conceived and designed to improve communication and collaboration between the company and its customers. By seamlessly integrating the front-end sal...

Special Issue: Organizational Design: Emergent by Design: Performance and Transformation at Infosys Technologies

We explore how organizations may be designed to transform themselves even as they continue to perform seamlessly on a day-to-day basis. Our inquiry frame recognizes that organizational designs comprise several elements—people, technologies, processes, and governance. Our study of an exemplary organization, Infosys Technologies, yields two insights. At Infosys, each design element is seeded with...

Teaching case Infosys Technologies: improving organizational knowledge flows

Knowledge is being discussed as one of the most important organizational resources. But these resources exist in specialized pockets dispersed across the organization, and dedicated knowledge management (KM) programs are required to improve their flow. However, high failure rates of such programs raise serious doubts about their ability to improve knowledge flows. This case traces the KM progra...

Infosys Technologies: Improving Organizational Knowledge Flow

Using Web-based Technologies to Support Learning Needs in a High-growth, Knowledge-based Industry

Vivekanand P Kochikar, Principal Knowledge Manager, Infosys Technologies Ltd., Electronics City, Bangalore, India 561 229, [email protected] Sivaraman Yegneshwar , Head – Education & Research, Infosys Technologies Ltd., Electronics City, Bangalore, India 561 229, [email protected] Abstract  A landmark development of the late 20 century has been the increasing realization on the part of knowledge...