From Mr. Ashutosh G Joshi Knowledge Resource Centre, joshi.ashutosh@mahindra ,

From Mr. Ashutosh G Joshi

Knowledge Resource Centre, joshi.ashutosh@mahindra.com,

Mapping a Knowledge Resource Centre’s services

beyond it’s direct deliverables

ObjectivesCustomer Satisfaction

User’s Friend

Customer’s delight

Budget Monitoring

Efficiency Improvement

Mapping a Knowledge Resource Centre’s services beyond it’s direct deliverables

Yes End Summary {YES}ReportKRC- A Profile

Hypothesis

Methodology

Data Collection Techniques

Outcome

Analysis

Mapping a Knowledge Resource Centre’s services beyond it’s direct deliverables

YES as a tool for Performance AuditData analysis

Over all assessment

Customer focus

Budget Implication

Mapping a Knowledge Resource Centre’s services beyond it’s direct deliverables

Determining Right Things to do

Current Topics and titles

General information

Conduct customer survey frequently

Mapping a Knowledge Resource Centre’s services beyond it’s direct deliverables

Budget Utilization:

0

10

20

30

40

50

60

70

80

90

100

F05 F06 F07 F08 F09

Series3

Mapping a Knowledge Resource Centre’s services beyond it’s direct deliverables

Budget Utilization:

Mapping a Knowledge Resource Centre’s services beyond it’s direct deliverables

F05 F06 F07 F08 F09

Budget proposed

Total Expenses

Chart Title

F05 F06 F07 F08 F09Ex

pens

es /

Use

r

Graph 1 Graph 2Budget proposed / Expenses Expenses per users

Indirect benefits IASLIC- Ranganathan Award for best article

2005. 1st prize in of E-Forum Essay Competition

2005. 1st Prize Quiz competition at NIMA Index 2006. Technology Award to Project Granthagar in AS

Annual conference 2006. R&D Award for Multi-location KRC system in

AS Annual conference 2007. Mahindra Innovation Award 2008. Mahindra Excellerator award 2010.

Mapping a Knowledge Resource Centre’s services beyond it’s direct deliverables

Tacit benefit

Mapping a Knowledge Resource Centre’s services beyond it’s direct deliverables

Direct benefits Use of Technology - Project Granthagar . Higher Usage. Better Visibility. Communication. Change Management. Turn Over Rate

Mapping a Knowledge Resource Centre’s services beyond it’s direct deliverables

Mapping a Knowledge Resource Centre’s services beyond it’s direct deliverables

12

34

5

0.00

1.00

T/H

T/H

Areas to addressWork Practices & policyWork flow and work areasLoan periods & policiesReminder and follow up

Mapping a Knowledge Resource Centre’s services beyond it’s direct deliverables

RecommendationsCollaborate & growTurn over rateTangible benefitsCommunicateImpact on end userSetting targetsReview policies

Mapping a Knowledge Resource Centre’s services beyond it’s direct deliverables

Conclusion

Knowledge of Y ESYES data analysisGrowing organismPerformance over reporting

Mapping a Knowledge Resource Centre’s services beyond it’s direct deliverables