Introducing offshore support: Establishing a knowledge management Centre of Excellence at KPMG

Abstract

KPMG introduced a new central knowledge function in late 2009. Delivering the ambitious knowledge programme required additional skilled resource. Leveraging KPMG firms’ existing offshore operations in New Delhi, an offshore Knowledge Centre of Excellence was established. Clear value drivers were identified at the outset of operations in order to provide direction as resources and services were built out. Operations have scaled to meet demand over the initial eighteen-month period and the team is now fifty members strong. The experience of the start-up phase has provided learning opportunities that help the operation to evolve and continuously improve, and underpin the ambition to provide high quality, cost-effective augmentation of KPMG’s knowledge initiatives.

Keywords

business alignment centre of excellence India knowledge management knowledge service knowledge strategy KPMG marketing mix offshoring outsourcing onboarding professional services firm recruitment staff development stakeholders team building value assessment value proposition

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