Case Study 14: Designing Drugs Virtually

Sample of Drugs Molecule

INTRODUCTION

In this case, the experience of the medical research engaged in drug discovery by showing how technology can benefit the business performance through the acquisition and application of knowledge. In order to success and survive in all areas of business including medical research, it is vital to facilitate access to knowledge, improving the quality and currency of knowledge as well as using that knowledge to improve the business processes. It is challenging to develop new drugs because drug discovery process is so painstaking and complicated. Traditional method was not very accurate or effective and depended too much on trial-and-error. However, the processes of drug discovery have been changed by the development of new processes for visualizing and design new drugs as well as the use of powerful computers and information technology.

CASE STUDY QUESTION.

Question 1:

Why are computers so important in drug discovery?

Answer

Previously, traditional methods of drug discovery rely on trial-and-error testing of chemical substances on cultured cells or animals, and matching the apparent effects to treatments.
The traditional drug discovery processes are painstaking and complicated. It is take a lot of time and a lot of process and too much trial-and-error.
Drug discovery and development is an intense, lengthy and an interdisciplinary endeavour. Drug development companies tried to speed up the process by creating huge libraries of potential compounds and using robots to quickly review hundreds of thousands of sample to see if any worked. For the pharmaceutical industry, the number of years to bring a drug from discovery to market is approximately 12-14 years and costing up to $ 1.2 - $ 1.4 billion dollars.

The use of complementary experimental and informatics techniques increases the chance of success in many stages of the discovery process, from the identification of novel targets and elucidation of their functions to the discovery and development of lead compounds with desired properties.

The researchers had no idea and not understand the “key” or the “lock”. Scientists were used the powerful computers to analyze thousands of interference patterns.
Next, researchers must find a custom molecule to fit that particular “lock”.
The molecule must be able to bind to target, be synthesized and manufactured in large quantities, and be metabolized by body at just the right rate.
High attrition rate of failure – traditional development process has resulted in high attrition rates with failures attributed to poor pharmacokinetics (39%), lack of efficacy (30%), animal toxicity (11%), adverse effects in humans (10%) and various commercial and miscellaneous factors.

Computation tools offer the advantage of delivering new drug candidates more quickly and at a lower cost to discover of drug for rate and unusual disease treatment.
Accurate and efficient process for developing effective medications and for understanding how drugs actually work.

Subsequently, researchers must find a custom molecule to fit that particular “lock”.
This is because the molecule must be able to bind to the target synthesized and manufacture in large quantity metabolized by the body at just the right rate· That is why computers are so important in the drug discovery process.
Eventually, the high-powered computers help evaluate the structures and properties of molecules that are most likely to bind to that target and rapidly search database libraries of chemical structures in order to identify the most promising candidates.

Question 2:

What roles played by computers in the drug discovery process?

Answer

Generally, in the field of medicine, drug discovery is the process by which new candidate medications are discovered. The objective of drug design is to find a chemical compound that can fit to a specific cavity on a protein target both geometrically and chemically. It is generally recognized that drug discovery and development are very time and resources consuming processes. There is an ever growing effort to apply computational power to the combined chemical and biological space in order to streamline drug discovery, design, development and optimization.

In bio-medical arena, computer-aided is being utilized to expedite and facilitate hit identification, hit-to-lead selection, optimize the absorption, distribution, metabolism, excretion and toxicity profile and avoid safety issues. The development of any potential drug begins with years of scientific study to determine the biochemistry behind a disease, for which pharmaceutical intervention is possible. The result is the determination of specific receptors (target). 

In the modern era, computer-aided drug design (CADD) has considerably extended its range of applications, spanning almost all stages in the drug discovery pipeline, from target identification to lead discovery, from lead optimization to preclinical or clinical trials. Drug researchers using structure-based design benefit from a new process of visualizing and modeling promising compounds at the molecular level. Facilitate the acquisition and application of knowledge.

Improving the quality and currency of knowledge. Improve business processes in all areas of business as well as in medical research. Assist in building hypotheses about desirable chemical properties when designing the drugs, to refine and modify drugs candidates.
Compound databases provide the physico-chemical structural data for computational drug discovery method used in component screening and profiling.


Briefly, the IT plays an important role in drug discovery process by: Computer – analyzing molecular structure Databases – organizing data about specific molecules and compounds. Software’s – visualizing and modeling molecules Designing potential new drugs using computational approaches and chemical/ biological experiments:

Case Study 12: Summit Electric Lights Up with a New ERP System


Question 1:

Which business processes are the most important at Summit Electric Supply? Why?

Answer

There are several numbers of business processes that were used by the Summit Electric Supply, which the most important ones are ERP (Enterprise Resource Planning) system software from SAP. This is because scalability and inventory visibility were the top requirements needed by Summit’s company which from this system they will keep updated the level of stock and inventory left in the store from time to time. This system must work and align together with the SAP software because it’s functionality in sales and distribution, materials management, and financials, and its knowledge of the distribution benefited the company to increase their distribution capacity.

“The Batch Management Process”, in Summit wires and cable are the most important and most popular product.

 It buys these product in reels of length 5000 feet and then cuts them into various lengths and sells to the customers which make it difficult to maintain the inventory and difficult for them to determine how much of this type of inventory has been sold and when it is time to replenish. The batch management process eliminates the problem by maintaining the inventory of such product.

SAP’s Net Weaver BW which function for Business Intelligence by reporting and analyzing the current and forecast for their upcoming sales. This was also helped the company to evaluate the profitability of its sales channels using the what-if approach.

Question 2:

What problems did Summit have with its old systems?
a) Delay with their supplies.
b) The system was a complicated system because it would separate different categories.

What was the business impact of those problems?
a) Not able to keep up with the business.
b) Handle a few ranges of numbers and location.
c) Caused delays and time consuming task that was not needed to take as much time as it did.

Question 3:

How did Summit’s ERP System improve operational efficiency and decision making? Give several examples.

Answer

ERP System improved Summit’s Operational Efficiency and Decision Making:
1) Faster distribution
2) Simplify the works/tasks
3) Time efficiency
4) Able to view stocks more often
5) Able to evaluate profitability
6) Easier and more simple

Question 4:

Describe two ways in which Summit’s customers benefit  from the new ERP system.

Answer

They can rely on the company for their needs and products which will give them customization services for customers and know when to restock the inventory. The construction of temporary on-site Summit’s warehouse will save time for both sides to build Parent-child warehouse relationship.

Question 5:

Diagram Summit’s old and new process for handling chargebacks.

Answer






Case Study 11: Customer Relationship Management Heads To the Cloud


Question 1:

What types of companies are most likely to adopt cloud-based CRM software services? Why? What companies might not be well-suited for this type of software? 

Answer

Types of companies that may want to adopt cloud may be any company wanting to consolidate multiple services or applications into one, mainly to reduce electricity, personal or operating costs. Companies that need a Service level agreement or sense of data security would not want to invest into a cloud system. Companies who struggling with a lot of data to be store also prefer to use this. Cutting cost companies are also recommended to use this system.

Cloud-based CRM would help these companies to achieve operational excellent and customer intimacy and released from fixed and operational cost. Not only that, it also allow them to subscribe and cancel without losing large up-front software license and hardware investment.

Some companies are not suit with this software services. Those companies made large investment on solutions that already work, concern about security issues and control of their data are the examples not encourage to use such software. Companies which might independent on their provider also not prefer to do so.  

Question 2:

What are the advantages and disadvantages of using cloud-based enterprise applications?

Answer

Advantages:
  • Easy Implementation Cloud hosting allows businesses to retain the same applications and business processes without having to deal with the back-end technicalities. Readily manageable by the Internet, a cloud infrastructure can be accessed by enterprises easily and quickly. Another advantage is a lesser cost for in-house IT infrastructure maintenance. While some providers may say cloud hosting allows companies to save money by taking away the need for an IT support and management team, the opposite is true. We at Stratosphere Networks believe redundancy is key. While a backup can be an extra cost, it can be worth it in the event of a technical failure within the cloud.
  •  Accessibility Access your data anywhere, anytime. An internet cloud infrastructure maximizes enterprise productivity and efficiency by ensuring your application is accessible from any place anytime, allowing collaboration and sharing among users in multiple locations.
  • No Hardware Required A physical storage center is no longer needed as it is hosted in the cloud. Again, a backup could be worth looking into in the event of a disaster that could leave your company's productivity stagnant.
  • Cost per Head Overhead technology costs are kept at a minimum with cloud hosting services, enabling businesses to use the extra time and resources for improving the company infrastructure.
  • Troubleshooting, installation and configuring Cloud hosting provides easy, optimal utilization and management. In addition to 24x7x365 monitoring, Stratosphere Networks will install, troubleshoot and configure your cloud software and handle any customization and upgrades your enterprise may need.
  • Flexibility for Growth Easily scalable so companies can add or subtract resources based on their own needs. As companies grow, the need to expand their cloud infrastructure will also grow.
  • Efficient Recovery Cloud computing delivers faster and more accurate retrieval of applications and data. With less downtime, it is the most efficient recovery plan.


Disadvantages;
  • Less control
    • When moving services to the cloud, you are handing over your data and information. For companies who have an in-house IT staff, they are unable to handle issues on their own by logging onto a server. Instead they have to open a ticket like any end user. This may be hard for clients to understand, especially an IT staff that is used to handling tickets and internal technical issues internally. Stratosphere Networks guarantees our 24/7 live help desk will rectify any problems immediately - we are just one phone call away.


  • Less availability all the features 
    • Not all cloud services are the same. Your cloud provider may not provide every feature or customization you want as some tend to offer limited versions and enable the most popular features. Before installation, make sure you know what your cloud service provider offers before signing up.
    • Just because clouds require no hardwired, doesn't mean you should do away with your servers 
    • Yes, you may have fewer servers to handle which means less for your IT staff to handle, but in no way does that mean you can let go of all your servers and your staff. While it may seem costly to have data-centers and a cloud infrastructure, redundancy is key for backup and recovery. 
    • No redundancy A cloud server is essentially not redundant nor is it backed up. As technology may fail here and there, avoid getting burned by purchasing a redundancy plan. Although it is an extra cost, in most cases it is well worth it. 
    • Bandwidth issues For ideal performance, clients have to plan accordingly and do not pack large amounts of servers and storage devices into a small set of data centers. 

Question 3:

What people, organization, technology issues should be addressed in deciding whether to use a conventional CRM system versus a cloud-based version?

Answer


Difficult to understand for ill-trained users, attempting to contain a large and complex group of data.  Poor usability and low usage rates lead many companies to indicate that it was difficult to justify investment in the software without the potential for more tangible gains. Large investment to build and maintain a customer database which requires computer hardware, database software, analytical programme, communication links and skill personnel. There was a risk assessment to the users because the using of this cloud-based software server is not the owner of infrastructure privacy. Dependability should be considered during the decision due to the issues of storing data, difficult to export data, and dependent of provider.

Case Study 19: Austin Energy's Billing System Can't Light Up

Austin's Energy's Billing System Can't Light Up


Question 1:

Is Austin Business Project is a failure?

Answer

Yes, the Austin Business Project is failure because:

Modernization billing project delays
  • Austin and IBM project late completion, delay schedule, software bugs
  • Complexity new billing system with 73 different interfaces

Software bugs
  • Error of thousands of bills
  • 65000 never received bills
  • 35000 in accurate bills, overcharging


Instability issues
  • Seriously impact business and customer
  • Persistent system error from billing department
  • Revenue loses


Customer services employee
  • Employee response one to one assistant for account accessing and correcting error.
  • Called themselves as alpha tester


Customer
  • Unable to access system online portal
  • System causes a lot of problem, not friendly and hard time for customer.


IBM failure
  • Billing software system failure


Question 2:

Describe the business impact of the faltering Austin Energy project.

Answer


Operation
  • Mostly affected is billing department.
  • Difficulties of issuing bills because of billing software failure.
  • Common error of customer not received bills, customer receive in accurate bills, account automatically cancelled.
  • Incurred more cots in utilities and operation. Since business function is interconnected, one function failure gives impact of another function such as production.
  • Business service is inaccurate, it give impact in revenue and profit even though they don’t have pressure of competitor.


Customer service
  • The department mostly affected.
  • Employee work in high level of stress.
  • Extra effort need to solve customer problem. They still need to serve customer better even though customer angry to show their disappointment towards the company.
  • Employee also treated in the same way as usual, do not receive any appreciation from the company.
  • Give impact of public relationship disaster.


Sales and marketing
  • Company also faced difficulties in determining the actual sales since the system leads more error.
  • Sales and profit decreasing.
  • Company might face law suit for this issues. If it is happening, more cost to handle legal costs. It is bad for company since give negative impact in their legacy.
  • Company also incurred more cost in advertising to give explanation to the public about what happen.


Finance and accounting
  • Inaccurate financial report since the actual value of revenue and profit inaccurate recorded.
  • Give impact of financial planning and investment.
  • The project is delayed, suppose fully operational in early 2011 but it still not fully operational and incurred more cost.
  • Management
  • Wrong decision making of having IBM to develop the software as the bad experience IBM performance in inventory management.
  • The service given by IBM is bad and disappointment.
  • Need to train all employees with new technology.


Customer
  • Mostly affected. 
  • System also not user friendly, Austin portal also always have problem, customer cant access account information.
  • Company also doesn’t think of their preference such as ability to choose time of the month that customer prefers to pay bills.


Question 3:

To what degree was IBM responsible for the problem countered by the Austin Energy billing project?

  • IBM not really responsive to the problems.
  • It made Austin Energy appealed so many times to IBM officials ranging from the managers of billing system project up to IBM CEO.
  • IBM responsible in find the roof of problem, make system correction, test the latest system version and implement the system.


Was Austin Energy at a fault for the problems? Explain your answer
  • Yes, Austin Energy is at fault for the problem. It is because:
  • Austin Energy as a user had to be committed to the system.
  • Probably, Austin Energy did not plan very properly in the project to develop the billing system.
  • They must have clear and proper project management objective which should deal with five major variables: scope, time, cost, quality and risk.
  • The agreement should clearly define the roles and responsibilities of both parties.


Question 4:

What were the specific organizational or technical factors as well as management factors involve in this project failure?

Answer

Organizational
  • Employee could not be committed enough and described as if they are alpha tester when they encountered bugs and issues that never have made it to a live version.
  • Unable to meet customer satisfaction.
  • No realignment internally and externally.
  • Caused vastly on costs that exceed budgets.
  • Fail to meet customer expectation.
  • Lost trust draws customer away.


Technical
  • No specific infrastructure.
  • Unreliable system caused money loss.
  • Did not work closely with third party vendors like oracle.
  • Customers unable to access the system’s online portal.


Management
  • No strategy which cause time slippage.
  • No business solutions.
  • Interrelated with manpower.
  • Repeating mistakes and delays.
  • Improper project management objective.


Question 5:

Describe the steps Austin Energy and IBM should have taken to better manage this project.

Answer

Austin Energy and IBM need to develop an information system plan which indicates:

The direction of system development
  • Overview of plant contents
  • Current and future business organization
  • Key biz process
  • Management strategy


The rationale
  • Current situation and current business organization
  • Changing environment
  • Major goals of the biz plan
  • Firm’s strategic plan


The current systems / situation
  • Major system supporting biz function and process
  • Current infrastructure capabilities
  • Difficulties meeting business requirement
  • Anticipated future demand


New developments to consider
  • New system project
  • New infrastructure capabilities required


The management strategy
  • Acquisition plan
  • Milestone and timing
  • Organizational realignment
  • Management control


The implementation plan
  • Anticipated difficulties in implementation
  • Progress report
  • Budget requirement
  • Requirement
  • Potential saving
  • Financing
  • Acquisition cycle

Case Study 4: Modernization of NTUC Income

Modernization of NTUC Income


Question 1:

What were the problems faced by Income in this case? How were the problems resolved by the new digital system?

 Answer:

Income had problems with how they process their insurance because it is very tedious and paper-based. The way they do business costs them time, because it takes them more days to finish a certain request for insurance; money, because they need to upgrade HP3000 mainframe that frequently breaks; space, because it is paper-based, all forms were put into cartons and resulted to occupying 3 warehouses. Income’s problems were resolved in June 2003 when they switched to Java based eBao LifeSystem from eBao Technology. Because of eBao’s hi-tech features, it covered Policy Administration, Sales Management, and Supplementary Resources. Tedious and paper-based insurance processes which causes delay and time consuming frequent systems breakdown and insufficient functional back-up systems.
  1. Slow transaction processing for policy underwriting where information is not available to agents and advisers in real time.
  2. Lack of advisers telecommuting as each department did not have up-to-date information and facing difficulty to pass to each other.
  3. Company existing system had been upgraded into a more sophisticated one known as (Java based eBao LifeSystem)
  4. It consists of customer-centric design, seamless integration with imaging and bar-code technology.
  5. New system operates on high availability platform where:
  6. All applications resided on 2 or more servers, each connected by 2 or more communication lines- (load balanced).
  7. Replace entire IT infrastructure with more robust & scalable architecture.
  8. Introduction of real-time hot backup disaster recovery center
  9. It consists of customer-centric design, seamless integration with imaging and bar-code technology.
  10. New system operates on high availability platform where:
  11. All applications resided on 2 or more servers, each connected by 2 or more communication lines- (load balanced).
  12. Replace entire IT infrastructure with more robust & scalable architecture.
  13. 13. Introduction of real-time hot backup disaster recovery center

Question 2:

What types of information systems and business processes were used by Income before migrating to the fully digital system?

 Answer

Income used HP3000 mainframe that hosted the core insurance applications as well as the accounting and management information systems. They also used COBOL programs that were developed in the early 1980s. With regards to their business processes, Income does all the work manually. From the agent submitting the forms to branches, office services would sort them for underwriting; storage is done by sorting all documents and is put in cartons, where all documents are stored in 3 warehouses. Policy writing is in batch process and information was not available to agents and advisors as a result they loss the opportunity to cross-sell.

Question 3:

Describe the Information systems and IT infrastructure at Income after migrating to the fully digital system?

Answer

In June 2003, when Income migrated their documents to eBao LifeSystems, everything was in order. According to James Kang, CIO of Income it has everything that they were looking for a customer-centric design.

Question 4:

What benefits did Income reap from new system?

 Answer

1. Providing easier & more convenient access for staff: for those staff members who telecommute, it enabled them to gain faster access to information, as fast as those staff that accessed information within the office. 
2. Enabled cross-selling of products & improvement of customer service: this new system has allowed income to gain a singular view of each of their customers across their products and channels, enabling an even better life and general insurance line. 
3. 50% savings on both time & cost needed to process policies: due to the straight through process workflow capabilities of the new system, it enabled reduction of 50% on time and cost needed to process policies. Time needed to design and launch new products was also reduced significantly. 
4. Provides greater support to intermediaries: Income is able to provide support to agents, brokers, and customers to do online services regularly.

Question 5:

How well is Income prepared for the future? Are the problems described in the case likely to be repeated? 
  • By comparing the past and the present state
  • Straight through processing workflow and high flexibility
  • Time saving. For instance, cutting product launch time from months to days
  • Support agents, brokers, and customers to do online service conveniently
  • Lower cost
  • Shorter implementation time


Are the problems described in the case likely to be repeated?


Performance (Unlikely) Ranked as the top 3 insurers in the life insurance industry (MAS Annual Statistics, 2008) Product innovation to meet customers’ needs (through new IT technology) Cutting Edge IT Development. For example, STEP technology eliminates the use of paper which promotes environmentally friendly as well. Partnership with Development Authority and Microsoft to launch the community web portal, Big Trumpet.

Case Study 6: Should Businesses Move to the Cloud

Should Businesses Move to the Cloud?


Introduction

Cloud computing is a general term for anything that involves delivering hosted services over the Internet. These services are broadly divided into three categories: Infrastructure-as-a-Service (IaaS), Platform-as-a-Service (PaaS) and Software-as-a-Service (SaaS). The name cloud computing was inspired by the cloud symbol that's often used to represent the Internet in flowcharts and diagrams.

A cloud service has three distinct characteristics that differentiate it from traditional hosting. It is sold on demand, typically by the minute or the hour; it is elastic -- which means that a user can have as much or as little of a service as they want at any given time; and the service is fully managed by the provider (the consumer needs nothing but a personal computer and Internet access). Significant innovations in virtualization and distributed computing, as well as improved access to high-speed Internet and a weak economy, have accelerated interest in cloud computing.

A cloud can be private or public. A public cloud sells services to anyone on the Internet. (Currently, Amazon Web Services is the largest public cloud provider.) A private cloud is a proprietary network or a data center that supplies hosted services to a limited number of people. When a service provider uses public cloud resources to create their private cloud, the result is called a virtual private cloud. Private or public, the goal of cloud computing is to provide easy, scalable access to computing resources and IT services.

Case Study Question

 Question 1:

What business benefits do cloud computing services provide? What problems do they solve?


Answer

The tiny internet start-up companies and smaller companies are benefited do cloud computing, due to tight budgets have prevented many enterprises from making IT investments, such as new hardware or the latest version of business-critical software. The cloud computing has become a way for enterprises to more cost-effectively upgrade their IT infrastructure, compared to the price tag of a forklift upgrade of in-house hardware and software. The process of enterprise harness simply and saving cost of no longer need to build a data center and handle all of the maintenance and upkeep of IT infrastructures by themselves. Another reason is utility pricing. By do cloud computing, enterprises can easily scale up or down to meet their changing needs. Cloud providers offer best-in-breed IT infrastructure. Because the underlying infrastructure is leveraged across many organizations, the cost per organization is a fraction of maintaining IT infrastructure in-house. The enterprise just pays for exactly what they use. 

Question 2:

What are the disadvantages of cloud computing?

Answer

Possible downtime
loud computing makes your small business dependent on the reliability of your Internet connection. When it's offline, you're offline. If your internet service suffers from frequent outages or slow speeds cloud computing may not be suitable for your business.

Security issues
How safe is your data? Cloud computing means Internet computing. So you should not be using cloud computing applications that involve using or storing data that you are not comfortable having on the Internet. Established cloud computing vendors have gone to great lengths to promote the idea that they have the latest, most sophisticated data security systems possible as they want your business and realize that data security is a big concern; however, their credibility in this regard has suffered greatly in the wake of the recent NSA snooping scandals.

Cost
At first glance, a cloud computing application may appear to be a lot cheaper than a particular software solution installed and run in-house, but you need to be sure you're comparing apples and apples.

Inflexibility
Be careful when you're choosing a cloud computing vendor that you're not locking your business into using their proprietary applications or formats.

Lack of support.
In These Issues Need to be Resolved before Cloud Computing Becomes Ubiquitous, (OPEN Forum) Anita Campbell writes, "Customer service for Web apps leaves a lot to be desired -- All too many cloud-based apps make it difficult to get customer service promptly – or at all. Sending an email and hoping for a response within 48 hours is not an acceptable way for most of us to run a business".

Question 3:
How do the concepts of capacity planning, scalability, and TCO apply to this case? Apply these concepts both to Amazon and to subscribers of its services.

Answer
Capacity planning is defined as the process of predicting when a computer hardware system becomes saturated to ensure that adequate computing resources are available for work of different priorities and that the firm has enough computing power for its current and future needs. Indeed, Amazon must plan its future needs to be capable of providing sufficient computing power for both AWS and Amazon retail services, a lack of which will result in the aforementioned rejection by subscribers. Related to capacity planning is scalability, which is defined as the ability of a computer, product, or system to expand to serve a large number of users without breaking down. Scalability relates to both Amazon and AWS subscribers. Amazon must be able to provide its customers with services that are scalable, as it claims to do on its website: “Take advantage of our massive compute capacity and storage to build whatever kinds of applications your business demands, no matter how fast it grows or how big it gets”.

Question 4:

What kinds of businesses are most likely to benefit from using cloud Computing? Why?

Answer

1. Data Loss Prevention
Loss of data in an information economy can be one of the most devastating things that can happen to a business. A company that previously had a great reputation could quickly lose its popularity if it loses a significant portion of its data. This is especially true if data about customers and business partners is lost, which can bring the daily grind of commerce to a halt. Since backing up data using cloud computer is incredibly easy, and requires fewer upfront costs, it will be the better choice for many companies.

2. Applications
It is becoming more common for businesses to choose the "software as a service" model rather than the in house model. While common business sense might suggest that it makes more sense to pay for a product once and move on, rather than paying a monthly fee, this is not necessarily the case with software, especially in rapidly changing fields such as customer relationship management. These tools are constantly being improved upon, and choosing the pay as you go model allows a business to use the latest software at all times.

3. Tracking Employee Performance
Global companies hoping to monitor the performance of employees, sales force, and various locations throughout the globe can highly benefit from cloud computing. The bird's eye view provided by this kind of network software was very difficult to implement before the existence of cloud computing. Today, it is surprisingly simple to implement, regardless of the size of a business.

4. Online Business
It shouldn't be surprising to say that online businesses will use cloud computing. The primary benefit is web server space. The costs of purchasing a sever and getting a website up and running are high, especially if a significant level of traffic is expected. Using cloud computer for hosting is the ideal solution, especially for smaller businesses.

5. Collaborative Businesses

In order for large scale projects to be completed, it is often necessary for people who are geographically separated from one another to collaborate. Bigger businesses have the option of flying everybody into the same room, and there will probably always be cases where this will be necessary, but there are many cases when it isn't. Applications running on cloud based software make this process very convenient. With the ability to communicate and share files over the network, it is sometimes possible to avoid the costs of face to face communication.

Case Study 16: Knowledge Management and Collaboration at Tata Consulting Services


INTRODUCTION

Tata Consultancy Services (TCS)

  • Founded in 1968 in India
  • AN IT-service, business solution and outsourcing organization.
  • Offers a portfolio of IT enabled services to clients all over the globe in horizontal, vertical, and geographical domains.
  • Have over 108,000 IT consultants in 47 countries.
  • The largest Indian company by market capitalization and is the largest India based IT Services Company by 2013 revenues.

CASE STUDY QUESTION

Question 1:

Analyze the knowledge management efforts at Tata Consulting Services (TCS) using the knowledge management value chain model.

The knowledge management efforts at TCS can be divided into the following activities:

1. Knowledge Acquisition:
  • Over the years, TCS had acquired a vast body of knowledge and experience in several fields through on shore projects for its clients across the globe including GE insurance, GE Health, Hewlett Packard, Prudential, Standard Chartered Bank etc.
  • TCS regularly rotated people across various function and within other Tata Group Companies to gain cross industry experience.
  • Employees were also encouraged to be part of outside bodies like the IEEE, and go in for certifications.


2. Knowledge Storage:
  • TCS had developed various repositories and databases for knowledge storage such as Kbases, Process Asset Libraries, KnowMax, and Ultimatix.


3. Knowledge Dissemination:
  • Knowledge was disseminated using a variety of techniques such as:  
    • Ultimatix a web based electronic knowledge management portal;
    • Propel session: brought together employees with similar interest;
    • Live Meeting and Knowledge Transition sessions at the project level;
    • “Tip of the Day” email comprising technical, conceptual or human skills tips were shared within the organization daily.


4. Knowledge Application:
  • Employees could access the knowledge repository that raised on the corporate and branch servers through the intranet.
  • Students or anybody should visit the TCS website to explore the new capabilities developed by TCS and how it relates to the knowledge they have accumulated over the years about the customers, markets, systems development, and technologies.


Which tools or activities were used for managing tacit knowledge and which ones are used for explicit knowledge
  • Tools/activities to manage explicit knowledge
    • KBases
    • Process Asset Libraries
    • KnowMax
    • Ultimatix


  • Tools/activities to manage tacit knowledge
    • Redesign of development centers,
    • Propel sessions,
    • Knowledge Transition Sessions
    • Communities of practice


Question 2:

Describe the growth of knowledge management systems at TCS? How have these systems helped TCS in its business?

Answer

  • The concept of knowledge management (KM) was introduced in TCS in 1995 and dedicated KM team called “Corporate Groupware” was formed in 1998.
  • This group launched the KM-pilot in mid-1999. At that time, KM in TCS covered nearly every function, from quality assurance to HR management.
  • The employees could access the knowledge repository that resided on the corporate and branch servers through the intranet, with a browser front end or a Notes client.
  • The knowledge repository, also called Kbases, contained a wide range of information about processes, line of business, line of technology, and projects.
  • The next step was to create Process Asset Libraries (PALs) which contained information related to technology, processes, case studies for project leaders which were made available to all development centers through the intranet.
  • The same thing was done through the web-based electronic knowledge management portal library and Kbases, which were hosted on the intranet, were merged with Ultimatix, which had sub-portals for quality management system, software productivity improvement, training materials, and tools information.
  • TCS developed Knowmax, a knowledge management system, using Microsoft share point portal server that gave TCS consultants access to nearly 40 years of experience and best practices arranged by type of engagement, the technology in use, and customer requirements.
  • It supported more than 60 knowledge assets and was accessible via Ultimatix to all TCS associates. Any associate could contribute to the K-Bank and Knowledge officers were made responsible for maintaining the quality of content.
  • The benefits of these tools and systems to TCS are described in detail question 5.


Question 3:

Describe the collaboration tools used at TCS? What benefits did TCS reap from these tools?

Answer

TCS used a variety of collaboration tools:
Infinity that includes instant messaging, IP telephony, and video conferencing, blogs and wikis, IdeaStorm, TIP, and Mysite

The benefit:
  • Collaboration overseas and local offices improved as instant messaging (IM) got rid of cultural and pronunciation differences that could occur on the phone.
  • Corporate communications was able to run a 24 hour internal news broadcast to all TCS offices in the world
  • Travel and telecommunications costs were reduced by 40 percent and 6 percent respectively.
  • The other tools improved collaboration, communication, and knowledge sharing among the employees.


Question 4:

How did web 2.0 tools help TCS manage knowledge and collaboration among its employees?

Answer

Blogs, wikis, and other tools:
  • boosts communication and productivity among employees


Wikis
  • collaborating on materials related to project,
  • Supporting brainstorming sessions,
  • developing presentations.


Blogs
  • Used as a means to gather inputs on problems that they faced on a project.


JustAsk System
  • allowed employees to pose a question and in turn get answers from other colleagues, sometimes leading to a detailed discussion.
  • If someone often answered questions on a particular domain, the relevant specialist group invited that person into the domain group and thus gave the visibility to talent within the company.


The IdeaStorm
  • used by the management, helped in generation of ideas on topics posted by the corporate team.


TIP
  • used as a portal for product innovation and new ideas.
  • helped the management to gamer ideas related to product/
  • service innovation and helped in solving problems.


Social Net Working MySite
  • to help employees communicate better with each other


Question 5:

How do you think KM tools have changed some key operational processes at TCS, such as bidding for new projects, project development and implementation, customer service, and so on?

Answer

  • Systems development and implementation activities are more likely to be done by TCS in a manner that is timely, effective, and cost efficient.
  • The same for customer service – by knowing customer requirements and also taking ideas from other industries that are stored in the KM databases, the company can provide new and innovative solutions to resolve customer queries.
  • TCS aims to move up the value chain and to continue to bid for higher level projects, beyond those of maintenance and development.
  • By accumulating knowledge, it has built capabilities to understand how to service clients through consulting and in other strategic areas. So KM has enabled TCS to continue to move higher up and to bid for more strategic projects.
  • KM repositories that capture best practices in the projects it has undertaken make the company more efficient in servicing clients. This means it can execute better.

 

CONCLUSION

  • Overall, KM tools have become a key strategic resource at the company and all hires are required to learn them as a part of their orientation.
  • These tools are also the first go to before starting any project or approaching a client.
  • Knowledge in these databases allows TCS consultants to quickly gather intelligence about the client or similar projects and thus align themselves better with what the client might want.
  • This has led to higher success rate in bidding and project execution.