With most nations striving hard towards globalization, quality education has become a compulsion for all, in order to survive. One such mode of quality education is the distance mode. Education through the distance mode is a boon to the several underprivileged and illiterates who are in need of jobs, yet simultaneously seek to continue further education. Considering such a high significance of the distance mode of education, handling knowledge becomes important. In this paper, process mapping is recognized as a technique to identify the grey areas of the distance education system, and how ultimately it provides a platform to enhance knowledge.

India, through the years, has been an agrarian land. With the passage of time, India has focused on developing its infrastructure. It started expanding in the pre-independence era through development in the manufacturing sectors, and has traveled from the manufacturing to the services sector in the post-independence era. The service sector has become an integral part of life, be it investing money or dialing for a plumber. With the population getting increasingly engaged, people have lesser time to think about their homes. Now is the epoch of the service sector boom in countries like India, which is still in a developing mode. Growing number of institutions in India are now focusing on providing knowledge with service management approaches.

Knowledge is important for every individual. It is the foundation for the growth and development of the country. Rise in educational institutions is a way to building a `Literate India'. Education has been a growing sector; a number of educational institutions are found anywhere. Educational institutions are performing a significant role in spreading knowledge to one and all. Providing education is no longer a mere noble cause, but a systematic form of service to the citizens and the nation.

globalization, quality education, manufacturing sectors, infrastructure, pre-independence, post-independence, Literate India, Educational institutions, customer-centric focus, students, customers, scenario, knowledge workers, organizations, Knowledge Management , KM, manufacturing units, manufacturing organizations, Distance Education (DE).