knowldege management

HAPPINESS INSURANCE COMPANY

BYNATASHA GANDHIJYOTI SINGHBHAKTI THAKKAREKTA THAKKAR

CONTENTS• INTRODUCTION & HISTORY• OBJECTIVES • MISSION• VISION• KNOWLEDGE MANAGEMENT

INTRODUCTION & HISTORY• The Happiness Insurance Company was an endeavor started to

help people invest their money safely to get greater benefits.• The Company was started in 1987, with its first branch in

Mumbai.• It later expanded to include 56 branches all over India• With the expansion of the company, in became difficult to

coordinate the details and information flow.• There was sometimes overlap of work leading to problems.

• To tackle these problems it was decided to set up a central knowledge repository, where all details of the work and customers would be kept.

• This would make it easier for the management as well as the staff to access the information they require to make management decisions and provide better services to the customers.

INTRODUCTION & HISTORY

OBJECTIVES• To create knowledge repository • To improve knowledge assets • To enhance the knowledge environment in the company• To manage knowledge as an asset • To provide data and information of the various products and

services of the organization.

MISSION

• To transform knowledge to add value to the processes and operations of the business.

• Use knowledge to provide a competitive advantage for the business.

• To provide relevant data and information to those searching for it.

VISION

• To disseminate new and existing knowledge about the various insurance policies and data about the various processes to the staff and the population.

KNOWLEDGE MANAGEMENT• Knowledge management (KM) comprises a range of strategies

and practices used in an organization to identify, create, represent, distribute, and enable adoption of insights and experiences.

• Such insights and experiences comprise knowledge, either embodied in individuals or embedded in organizations as processes or practices.

• Knowledge management strategies include storytelling, cross-project learning, knowledge mapping, knowledge repositories, social software.

• This company uses the knowledge management architecture.

Knowledge management

People Architecture

Technology Architecture

Content Architecture

Process Architecture

KNOWLEDGE MANAGEMENT ARCHITECTURE diagram

CONTENT ARCHITECTURE

• Content Architecture deals with the content that is supposed to be created, organized, stored and retrieved in the knowledge management model.

• This contains information about types of policies provided, competitors in the market and current market trends.

• The information is gathered throughMarketing dataHuman resource dataPolicies DiscussionResearch documents

CONTENT ARCHITECTURE

CONTENT ARCHITECTURE• The Knowledge is disseminated throughMeetings, seminars, reports, conferences, discussionsArticlesQueries by CustomersFAQ

External Knowledge

Internal Knowledge

EditingCollection Organizing Maintaining Insurance Database

Users

CONTENT ARCHITECTURE

TECHNOLOGY ARCHITECTURE• To provide a common platform from which knowledge could

be disseminated, a PORTAL was created.• The portal was developed by Valve Corporation. • The PORTAL ‘HAPPY’ can be accessed by the internal staff as

well as the customers and lay persons.• The portal provides links to the relevant documents about the

policies, internal groups, current and retrospective news updates, discussion forum, intranet facilities, and personal websites of employees.

• Knowledge can be generated through articles submitted by the staff.

• A database called INSURANCE database was created using the Ms SQL database creator for storing, organizing and retrieving the data.

• The Propriety software was used to create the search engine for the database.

• Firewall security has been provided.• It can be assessed from the site www.happy.co.in• Limited access is provided to the external users.• Internal users can have full access. This is provided by having

individual user name and password for each employee.

TECHNOLOGY ARCHITECTURE

Central Repository

Offices

HAPPY Portal

Firewall Security

Management and Staff

Customers and layman

INSURANCE DATABASE

TECHNOLOGY ARCHITECTURE

PEOPLE ARCHITECTURE• To manage the website and knowledge inflow, a core team of 5

individuals, headed by a Knowledge manager was formed.• The offices in India are divided into 4 blocs: East Bloc, West Bloc, North

Bloc and South Bloc.• Each bloc is under one of 4 the core team officers.• Each of the 4 core team members have a team of 4 individuals under them

who look after the different aspects of customers, finance, marketing and policies.

• Certificates are awarded for best review input and active participation.

KNOWLEDGE MANAGER

North Bloc Officer

South Bloc Officer

East Bloc Officer

West Bloc Officer

Finance Marketing PoliciesCustomer

PROCESS ARCHITECTURE• Circulars were put up and mails sent to inform the staff about

the website created for knowledge management.• The staff was asked to upload documents and information

about their experiences, decisions passed, FAQs and other information.

• These documents can be uploaded on the website using the portal.

• The documents submitted are peer reviewed and rated.

• After the review, the documents are uploaded on the site.• These documents can then be accessed and read by others,

who can also rate them.• Periodic conferences are held for the staff to update them

about the developments and upgrades in the website and how to use the portal.

PROCESS ARCHITECTURE