Knowledge Management - NOL

7/30/2019 Knowledge Management - NOL

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By- Ramneet Kaur Sahota

Ramin Behzad


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Definition Knowledge Management is the act of collecting

explicit and tacit knowledge through codification andpersonalization, and then making this knowledgeavailable to all requiring it when its needed.

by Martin W.(Swansea, IL)


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Knowledge transformation process

Source:- http://www.systems-thinking.org/kmgmt/kmlinking.pdf


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Neptune Orient Lines(NOL) Global leader in Shipping Containers service and logistics

Head quartersSingapore

Core Business- Supply Chain management, container transportation,

terminal operation Two Brands- APL and APL Logistics


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Conti. APL Container Transportation arm has been facilitating trade since 1848

It offers -Premium container shipping and land transportation ranging acrossthe Globe.

Ranks among the worlds leading container terminal operators with facilitieslocated in Asia and America.

It also offers one of the Worlds largest and most modern networks of storageand distribution facilities.


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NOL Business challenges NOL was moving their IT headquarters from the US to Singapore

This movement resulted in a high turnover of

experienced IT staff,

business staff

and subject matter Experts (SME).

This presented NOL with the challenge of retaining knowledge within their

organization. Capturing and store application knowledge in a central repository

Modernizing and the replacing many of its existing IT Application to fit their

growing business needs


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The Infosys approach

partner to NOL in long term application maintenance

Infosys create a knowledge taxonomy that was relevant for NOLS IT Portfolio.

Infosys carried out a pilot with one critical application and its objective was to find

out the

Infosys s approach.

validate the knowledge taxonomy

indentify key knowledge areas,

capture knowledge from multiple sources ,SME documentation, code

finally to make the content available in an easy to use knowledge portal


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Next step was to indentify the list of all critical IT application that urgently required

knowledge capture

Based on the priorities set for each of the applications the entire NOL IT application

was divided in to smaller sets to be delivered across multiple phases in the project


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The Infosys solutionManaged knowledge transfer : solution was applied to capture the application

knowledge organize and present it to the target audience

1. Discover- understand Business problem : Infosys conduced detaileddiscussions with key stakeholder to gain a deeper understanding of the scope of

the knowledge to be captured, identify knowledge gaps, expected end state and the

future use of the content .

Based on this understanding , a pilot was implemented to demonstrate the approach

to capture knowledge and present it through a knowledge portal

This helped in attaining a clear understanding of the challenges associated with the

approach and to define the knowledge capture and transfer process


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2. Capture Templates were created to define the application knowledge areas that would

be captured for each application

Based on these templates Infosys SME created the knowledge documents foreach application, leveraging their domain and application knowledge

The documents were shared with NOL SME for review to ensure correctness ofthe captured content. Feedback and suggestions were discussed with NOL SMEand the knowledge documents were accordingly updated


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Refinement and consolidation The knowledge documents were further refined to ensure language correctness

and aligning it to the target audience needs the documents were furtherconsolidated to ensure consistency across the suite of applications


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Synthesis The captured knowledge was further synthesized by Infosys to present it

through a knowledge portal hosted in the NOL intranet .

The knowledge portal offered a bird eye view of the overall NOL applicationlandscape covering the application portfolios


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Enabling knowledge transfer

Infosys conducted structural walkthrough sessions of the knowledge portal

for each NOL portfolio

The target audience included the IT and business staff at NOL along with

the SME Feedback was collected through surveys and questionnaires to gauge the

enduser experience and the utility of the captured knowledge


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knowledge taxonomy


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Knowledge Portal


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Sample Knowledge Portal

Source :- http://www.systems-thinking.org/kmgmt/kmlinking.pdf


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Benefits of KM to NOL One stop and up-to-date reference source

Reduced SME dependency- Application knowledge portal is a central repository of

all IT knowledge

Impact of SME turnover is minimal

Knowledge dissemination has become easy- knowledge portal is used for

conducting application training and knowledge transition activities

Easy decision making for REMODEL programme- knowledge portal captures,

highlights interfaces between IT applications , this has helped in analysing the

impact of replacing or decommissioning any application.


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Conclusion "Knowledge is the source of Wealth. Applied to tasks we

already know, it becomes Productivity. Applied to tasks that are

new, it becomes Innovation"...Peter Drucker


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Knowledge Management - NOL

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