Student Dissertation

Agency : CEG; Offshore and Onshore team; Gap Analysis

Objective : To identify gaps and to record changes that have been done in the regular client materials To identify and integrate the best practices

Background : The project was the creation of onboarding material for a ‘Client Expert Guide’ of a recent new client for ZS associates and analyzing the evolvement of other existing knowledge guides to unify the best practices for CEG. A CEG was a team within the knowledge management team for a particular client which carries almost all information on the client starting from the basic such as a company overview to the high level such as that of defining the competitive landscape of the company, their profiles. The main role of a CEG was to provide a comprehensive knowledge to a new member who joins in the client team. In the current digital based economy, a large amount of information was available in the form of textual data which can often be used more easily if it was categorized or classified into some predefined classes. In any business or industrial environment corporate information may be available in multiple different formats about 80% of which was in text documents. Thus, it becomes an important step to analyze if these were working right or was there anything that can be done to make the process better. This can be done in two ways: By identifying any gaps present in the current and desired and by identifying the best practices that were actually occurring and spreading it

Methodology : The study was undertaken at the knowledge management department which had the client expert guides tailored for the global client teams. Study Type- Descriptive, cross sectional. The duration of the study was one month. Data Collection tools – IDIs checklist Technique - The data was collected through personal interviews with the help of checklist of Leading questions and supplementary questions. The following indicators were chosen for analysis: The maturity model of the client expert guide, Frequency of meetings, Key challenges- which were also identified as the gaps, unique practices followed by a CEG and Involvement of the global teams.

Findings : The client maturity model considers the size of the client, which was measured in terms of the revenues it brings when engaged with ZS. The duration of time from the inception of the CEG till date was the main thing considered. Also, the CEG which were more than 1 year old get more requests compared to the ones which were less than 1 year old. The frequency of the meetings was an indicator of how involved the global team members were with the CEG’s. Mostly monthly meetings were done. The gaps identified were considered as the challenges faced by the CEG’s. These were: 1. The adhocs consume large amount of time 2. The staffing was to be at the right time 3. The timeline to be reached was difficult sometimes 4. The global team members which were leading the team must be engaged in a well manner which determines the reach of a CEG 5. Time/ work stretch 6. Risk of monotonous work

Recommendations : The major challenge found was of communication gap between the offshore team and onshore team. Thus, the CEG was not able to get desired amount of work. In the absence of adequate human resource the offshore team was not able to accomplish the task in the stipulated time. There has to be appropriate and adequate human resource so that the work should be carried out efficiently. The identified best practices should be integrated into functioning of different CEGs to enhance the overall efficiency.