1. From Mr. Ashutosh G Joshi Knowledge Resource Centre, joshi.ashutosh@mahindra.com, Mapping a Knowledge Resource Centre’s services beyond it’s direct deliverables

2. Objectives Customer Satisfaction User’s Friend Customer’s delight Budget Monitoring Efficiency Improvement Mapping a Knowledge Resource Centre’s services beyond it’s direct deliverables

3. Yes End Summary {YES}Report KRC- A Profile Hypothesis Methodology Data Collection Techniques Outcome Analysis Mapping a Knowledge Resource Centre’s services beyond it’s direct deliverables

4. YES as a tool for Performance Audit Data analysis Over all assessment Customer focus Budget Implication Mapping a Knowledge Resource Centre’s services beyond it’s direct deliverables

5. 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

6. Budget Utilization: Mapping a Knowledge Resource Centre’s services beyond it’s direct deliverables

7. Budget Utilization: Mapping a Knowledge Resource Centre’s services beyond it’s direct deliverables Graph 1 Graph 2 Budget proposed / Expenses Expenses per users

8. 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

9. Tacit benefit Mapping a Knowledge Resource Centre’s services beyond it’s direct deliverables

10. 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

11. Turnover Rate Mapping a Knowledge Resource Centre’s services beyond it’s direct deliverables

12. Areas to address Work Practices & policy Work flow and work areas Loan periods & policies Reminder and follow up Mapping a Knowledge Resource Centre’s services beyond it’s direct deliverables

13. Recommendations Collaborate & grow Turn over rate Tangible benefits Communicate Impact on end user Setting targets Review policies Mapping a Knowledge Resource Centre’s services beyond it’s direct deliverables

14. Conclusion Knowledge of Y ES YES data analysis Growing organism Performance over reporting Mapping a Knowledge Resource Centre’s services beyond it’s direct deliverables