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Wipro TechnologiesCorporate Overview
CONFIDENTIAL© Copyright 2005 Wipro Technologies 2
Leading provider of integrated business, technology and
process solutions on a global delivery platform
*Ranked leader by IDC, MetaGroup, Forrester IDC, MetaGroup, Forrester IDC, MetaGroup, Forrester IDC, MetaGroup, Forrester –––– 2004200420042004
Awarded the highest rating in Stakeholder Value Creation & CorpoAwarded the highest rating in Stakeholder Value Creation & CorpoAwarded the highest rating in Stakeholder Value Creation & CorpoAwarded the highest rating in Stakeholder Value Creation & Corporate Governance by ICRA, rate Governance by ICRA, rate Governance by ICRA, rate Governance by ICRA,
an Associate of Moodyan Associate of Moodyan Associate of Moodyan Associate of Moody’’’’s Investor Servicess Investor Servicess Investor Servicess Investor Services
Partner to industry leaders
and challengers
� 89 global 500 clients
� 151 clients among Forbes 2000
Global footprint
� 35 countries
� ~6000 employees onsite across geos
� 10 near shore development centers
Diverse talent pool
� 23 nationalities
� 2000 domain consultants
2226
2834
40
217226
288339
421
10 13 1929
42
(thousands)
Global
development
centers
Clients
Employees
Sustained growth
� Part of NYSE’s TMT (Technology-
Media-Telecom) Index, NSE Nifty
Index and BSE Sensex384 475625
9341354
Revenues
(USD mn)
All figures as on March 31, 2005
CONFIDENTIAL© Copyright 2005 Wipro Technologies 3
Key DriversKey DriversKey DriversKey Drivers
� � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � �Apply thought. Invest in building intellectual assets across service lines to emerge as a trusted advisor in select areas
Use quality & process leadership as a platform to deliver cost and productivity benefits to customers beyond labor arbitrage
Provide clients with a broader and deeper set of offerings on a remote delivery platform
“Innovation is necessary to satisfy new customer needs and create new revenue streams. ”Azim Premji, Chairman
CONFIDENTIAL© Copyright 2005 Wipro Technologies 4
Key drivers Key drivers Key drivers Key drivers ---- Innovation Innovation Innovation Innovation (creating higher value for(creating higher value for(creating higher value for(creating higher value for
customers)customers)customers)customers)
Components, frameworks and solutionsComponents, frameworks and solutionsComponents, frameworks and solutionsComponents, frameworks and solutions
Domain focused CoEDomain focused CoEDomain focused CoEDomain focused CoE’’’’s/ s/ s/ s/
point solutionspoint solutionspoint solutionspoint solutions
Technology focus COETechnology focus COETechnology focus COETechnology focus COE’’’’ssss
� Web servicesWeb servicesWeb servicesWeb services
� LinuxLinuxLinuxLinux
� MobileMobileMobileMobile
� BroadbandBroadbandBroadbandBroadband
� MultimediaMultimediaMultimediaMultimedia
� SystemSystemSystemSystem----onononon----chipchipchipchip
� BroadbandBroadbandBroadbandBroadband
� OpticalOpticalOpticalOptical
� Storage area networksStorage area networksStorage area networksStorage area networks
� FlowFlowFlowFlow----briXbriXbriXbriX
� SetSetSetSet----top box solutionstop box solutionstop box solutionstop box solutions
� iiii----Desk, eDesk, eDesk, eDesk, e----HRHRHRHR
� Semiconductor IPSemiconductor IPSemiconductor IPSemiconductor IP’’’’ssss
� IPIPIPIP’’’’s for home networkings for home networkings for home networkings for home networking
� Multimedia codecsMultimedia codecsMultimedia codecsMultimedia codecs
� WebsecureWebsecureWebsecureWebsecure
� RFIDRFIDRFIDRFID
� Reverse logisticsReverse logisticsReverse logisticsReverse logistics
� Clinical formClinical formClinical formClinical form
� Customer information Customer information Customer information Customer information
systemsystemsystemsystem
� ReReReRe----underwritingunderwritingunderwritingunderwriting
� Global data Global data Global data Global data
SynchronizationSynchronizationSynchronizationSynchronization� � � �� � � �� � � �� � � �� � � � � � � � � �� � � � � � � � � �� � � � � � � � � �� � � � � � � � � �� � � � � � � � � � � � � � � � � � � � � � � � � � � � � � ! � " � � � " "� � � � � � ! � " � � � " "� � � � � � ! � " � � � " "� � � � � � ! � " � � � " "# � �# � �# � �# � �$ % � � & � &$ % � � & � &$ % � � & � &$ % � � & � &� � � � � # �� � � � � # �� � � � � # �� � � � � # �
' � " � � � " "' � " � � � " "' � " � � � " "' � " � � � " "# � �# � �# � �# � � ' � � �' � � �' � � �' � � �� � � � � % (� � � � � % (� � � � � % (� � � � � % ( ) � � � � * +) � � � � * +) � � � � * +) � � � � * +� � � � � % (� � � � � % (� � � � � % (� � � � � % (1
2
3
4
5
6
7
Innovation processInnovation processInnovation processInnovation process
Innovation Council has contributed YTD revenues of $36.29 M. Innovation Council has contributed YTD revenues of $36.29 M. Innovation Council has contributed YTD revenues of $36.29 M. Innovation Council has contributed YTD revenues of $36.29 M.
CONFIDENTIAL© Copyright 2005 Wipro Technologies 5
Key drivers Key drivers Key drivers Key drivers ---- The Wipro WayThe Wipro WayThe Wipro WayThe Wipro Way
� Developing a unified approach to end-to-end service delivery
Process
Excellence
People
Management
Customer
Centricity
Personal
ChangeCustomer
•Delivery engine•Experimentation culture•KM•Lean•6σ•PCMM
•Unified solutions•Relationship mgmt•After sales support
•Customer focus•Experimentation•Skill upgrade
•Right skill mix•High retention•High morale•PCMM
CONFIDENTIAL© Copyright 2005 Wipro Technologies 6
Quality leadership by being first every timeQuality leadership by being first every timeQuality leadership by being first every timeQuality leadership by being first every time
“Wipro was selected for establishing a broad improvement program that concerns people and product, rather than just process issues”
Stephen L DiamondPresident, IEEE Computer Society
In 2003 Wipro became the first company outside the US to be conferred the IEEE
(USA) Software Process Achievement Award
Our Quality Firsts
World’s first company
World’s first IT services company
1998 1999 2001
First Co. outside USA
2003
World’s first software services
company
In 2005, becomes the first Services company to adopt lean manufacturing techniques
CONFIDENTIAL© Copyright 2005 Wipro Technologies 7
Uniform processes across all global locations Uniform processes across all global locations Uniform processes across all global locations Uniform processes across all global locations for defor defor defor de----risked, predictable outcomesrisked, predictable outcomesrisked, predictable outcomesrisked, predictable outcomes
CMMi Level 5 certification
40 development centers conform to standards
Veloci Q
Global quality system forseamless integration of offshore-onsite teams
Project data bank
Information repository of all projects executed
People allocation system
Project resource management across Wipro
Channel W
Information exchange platform for all Wipro employees
KNet
Wipro’s knowledge repository portal
7
iPAT
Painfree project management
6 3
2
1
45
Uniformity across
locations
CONFIDENTIAL© Copyright 2005 Wipro Technologies 8
US-based technology leader in enterprise databases needed to (for a feature of its RDBMS)
� Reduce test execution time from 48 hours to less than 4 hours
� Optimize number of test cases from 117 to less than 50
� Across multiple platforms of different configurations
92575925759257592575166579166579166579166579Source lines Source lines Source lines Source lines coveredcoveredcoveredcovered
25 minutes25 minutes25 minutes25 minutes8 hours8 hours8 hours8 hoursExecution timeExecution timeExecution timeExecution time
136713671367136728122281222812228122LOC for test LOC for test LOC for test LOC for test casescasescasescases
38383838117117117117# test cases# test cases# test cases# test cases
OAExistingBenefits
� Execution time is reduced by 90%
� Result analysis time reduced by 80%
� 95% code coverage
� 40% increase in overall productivity
Wipro’s role
� Responsible for entire test cycle: System test strategy, test case optimization & implementation
� Re-writing test cases using Orthogonal Arrays (OA) - Identified 13 parameters and 36 test cases
� Used Design of Experiments (DOE) - search strategy to determine source of defect
Reducing test execution time through Six Reducing test execution time through Six Reducing test execution time through Six Reducing test execution time through Six SigmaSigmaSigmaSigma
CONFIDENTIAL© Copyright 2005 Wipro Technologies 9
Tracking critical parameters for consistently Tracking critical parameters for consistently Tracking critical parameters for consistently Tracking critical parameters for consistently high performance across service lineshigh performance across service lineshigh performance across service lineshigh performance across service lines
Field error rate *
Improved productivity *
Schedule adherence *
0.37
0.150.12
0.12
0
0.2
0.4
00-01 '01-02 '02-03 '03-04
Not on time index *
Rejection index *
1
0.50.1 0.24
0
2
4
6
8
10
00-01 '01-02 '02-03 '03-04
Client satisfaction index *
App development App maintenance BPO TIS
9080
74
59
25
50
75
100
00-01 '01-02 '02-03 '03-04
defe
cts
/kl
oc
%L
oc
/da
y
* Metrics at WT level
1.5
0.824
0.36
0.71
0
0.5
1
1.5
00-01 '01-02 '02-03 '03-04
21.5
0.821.50
2
4
6
8
10
00-01 '01-02 '02-03 '03-04
919291
83
50
75
100
00-01 '01-02 '02-03 '03-04
Scale
of
100
%%
End-user satisfaction index *
81.16
84.00
87.42 87.67
75
80
85
90
00-01 '01-02 '02-03 '03-04
Servers availability ***
99.9699.93
99.5
100
100.5
'2003 '2004
Scale
of
100
%
(SLA adherence)
Surpassing SLA for FP in
transaction processing
Accuracy - 15 months trend – SUW **
85%
95%
105%
Apr'03 Nov'03 Apr'04
* * * Case in example** SUW – Senior Underwriter
Network availability ***
99.9999.99
98
99
100
101
102
'2003 '2004
%
(SLA adherence)
CONFIDENTIAL© Copyright 2005 Wipro Technologies 10
Wipro ‘s strengths lie in it being one of the largest players in the offshore market to offer a full breadth of services including application development, reengineering, package implementation, IT infrastructure and support, product design and development, and BPO.
Worldwide Services 2004 Vendor Analysis: IDC, Aug 2004
360360360360ºººº service portfolioservice portfolioservice portfolioservice portfolio
Integrating technology and process expertise to provide business impact
Consult
Develop & deploy
Manage & evolve
Businessprocess
Businessapplication
Custom applications
ITinfrastructure
CONFIDENTIAL© Copyright 2005 Wipro Technologies 11
Enterprise applications
Businessprocess outsourcing
Technology infrastructure
services
� Application development
& maintenance
� Package
implementation
� Application
integration
� eBusiness
applications
� Business
intelligence
� Security
� Testing and
validation
Web infrastructure
Desktops/servers/databases
IT infrastructure security
Application security
Network operations center
Mainframes
IT helpdesk
Airline services
Financial applications
Supply chain services
Transaction processing
Healthcare support
Customer interaction
Product support
Industry
focus
Full service integrated portfolioFull service integrated portfolioFull service integrated portfolioFull service integrated portfolioBanking&Finance Government Insurance Manufacturing Media & Publishing Travel Retail Utilities
CONFIDENTIAL© Copyright 2005 Wipro Technologies 12
Industry focus
Product Engg. Services
Businessprocess
outsourcing
Technology infrastructure
services
� Product design
� ASIC & Board design
� Product sustenance
�Product Strategy
� PLM
� Testing
� Intellectual Property
� DSP & Multimedia
Web infrastructure
Desktops/servers/databases
IT infrastructure security
Application security
Network operations center
Mainframes
IT helpdesk
Technical help desk
Customer interaction
Product support
Full service integrated portfolioFull service integrated portfolioFull service integrated portfolioFull service integrated portfolio
CONFIDENTIAL© Copyright 2005 Wipro Technologies 13
More than 2 decades of experience
The Wipro difference
� 22 years’ experience in providing technology support services
� 80+ multi-location clients
� ISO 9002 certified IT Infrastructure management services
� Proven process framework for reliable and predictable service
delivery
� Strong, long-standing partnerships with technology vendors
� Driving IT infrastructure productivity and performance
efficiency
Technology infrastructure servicesTechnology infrastructure servicesTechnology infrastructure servicesTechnology infrastructure services
Data centers
Networks
Web infrastructure
Desktops/servers/databases
IT infrastructure security
Application security
Network operations center
Storage systems
Messaging systems
Mainframes
IT helpdesk
Plan
Architect
Deploy Consult
Manage
Enhance
CONFIDENTIAL© Copyright 2005 Wipro Technologies 14
The Global Command Center deploys latest management software and hardware from leading vendors for providing Monitoring and Management of Networks, Systems, Applications, Security and Web supported by strong service management and Help Desk platform
Remote Management Service Offering Remote Management Service Offering Remote Management Service Offering Remote Management Service Offering –––– Global Global Global Global Command CenterCommand CenterCommand CenterCommand Center
CONFIDENTIAL© Copyright 2005 Wipro Technologies 15
The Wipro difference
� Wipro Spectramind awarded Customer Performance
Center (COPC) certification
� Wipro Spectramind awarded the "top call centre company"
award at the Voice & Data Awards 2002
� Wipro Spectramind was voted as one of the most
employer friendly organizations by Hewitt
� Over 9500 associates who have been put through rigorous
training and cultural awareness programs
India’s largest 3rd party BPO services provider
Business process outsourcingBusiness process outsourcingBusiness process outsourcingBusiness process outsourcing
Transaction processing
Supply chain services
Insurance/Mortgage Claim/
Sales Order Processing
Direct/indirect
procurement
Logistics & dispatch,
transport administration
Customer interaction services
Airlines services
Claims processing
Healthcare services
Baggage tracking, frequent
flier miles updating,
reservation handling
Account payable / receivable
Balance sheet reconciliation
Finance / Accounting services
CONFIDENTIAL© Copyright 2005 Wipro Technologies 16
The Wipro difference
� Business focused consulting with the acquisition of AMS
energy division and Nervewire to provide domain expertise
� 100 member Enterprise Architecture Consulting group to help
align IT needs with business
� Process consulting group that helps in business process
improvement
Acquisitions have provided in-depth domain expertise
Consulting servicesConsulting servicesConsulting servicesConsulting services
Business processconsulting
� Business Transformation� Business Process
Improvement� Business Case
Development
IT Consulting
� Package/Technology Analysis
� Enterprise Architecture Consulting
� IT Process Improvement� System Integration
Quality consulting
� Six Sigma Consulting� CMM/CMMI Gap Analysis
CONFIDENTIAL© Copyright 2005 Wipro Technologies 17
Attracting and retaining the bestAttracting and retaining the bestAttracting and retaining the bestAttracting and retaining the best
Integrating with client cultureIntegrating with client cultureIntegrating with client cultureIntegrating with client culture
� Culture and language specific training for every
person who works with client team
� 400+ certified in French and 300+ certified in German
and Japanese languages
Best inBest inBest inBest in----class talentclass talentclass talentclass talent
� Rigorous selection process – offer rate of
0.8% of number of applicants
� World class education and training programs
– 12 days/employee/year of mandatory training
� Meritocratic retention policy
Understanding client businessUnderstanding client businessUnderstanding client businessUnderstanding client business
� 2000+ domain consultants
� 500+ technology consultants – e-business, package
applications
Retaining the best talentRetaining the best talentRetaining the best talentRetaining the best talent
� Meritocratic culture
� Development opportunities
� Engaging work environment
CONFIDENTIAL© Copyright 2005 Wipro Technologies 18
Talent transformation: Training across all aspects
Business skill transformationBusiness skill transformationBusiness skill transformationBusiness skill transformation
�
, - . / 01 2 3 4 - 5 6 0 -1 3 7 8 , 9 : ; < 8 , 9 : = > ? 2 > . @ A
�
B / ? @ . 01 C1 ? D 6 - / 2 - 5 ? E > A - A
Technology transformationTechnology transformationTechnology transformationTechnology transformation
�
F 3 - 5 41 ? 6 ? 2 G A 3 > - . @ A 5 ? H - > 01 2 B I 5 ? E > A - A�
< E 3 ? @ . 3 - / . A A - A A @ -1 3 5 -1 3 - > 5 . 3 - > 01 2 3 ?J K L 3 - 5 41 ? 6 ? 2 0 - A
�
: > ? M - 5 3 > - . / 01 - A A .1 / . > 5 4 0 3 - 5 3 > - . / 01 - A A= > ? 2 > . @
Culture transformationCulture transformationCulture transformationCulture transformation
�
8 > ? A A 5 E 6 3 E > . 6 3 > . 01 01 2 = > ? 2 > . @ A N ? >O P Q O R Q S . = .1 Q 91 / 0 . Q - 3 5 T�
U @ ?1 3 4 S . = .1 - A - 5 - > 3 0 N 0 5 . 3 0 ?1 = > ? 2 > . @7 P 4 0 @ = ?�
V W K X 4 ? E > 5 - > 3 0 N 0 5 . 3 0 ?1 = > ? 2 > . @ Y > -1 5 4 Z < 6 6 0 .1 5 -Y > .1 [ ? 0 A - \ Q ] - > @ .1 Z . _ E - 6 6 - > \
Behavioral skill transformationBehavioral skill transformationBehavioral skill transformationBehavioral skill transformation
�
- 4 . H 0 ? > . 6 6 . / / - > 3 > . 01 01 27 Y : X a ] : X a b :
�
8 ? @ @ E1 0 5 . 3 0 ?1 A C 0 6 6 Q 91 3 - > = - > A ?1 . 6 A C 0 6 6 A Q> - 6 . 3 0 ?1 A 4 0 = @ .1 . 2 - @ -1 3 3 > . 01 01 2
Training infrastructureTraining infrastructureTraining infrastructureTraining infrastructure
�
: 0 ?1 - - > A ? N 3 4 - D - c c . A - / d e ? > 6 / 8 . @ = E A f 01 0 3 0 . 3 0 H - = > ? H 0 / 01 2 5 ? E > A - A 3 ? g K K K - @ = 6 ? G - - A D ? > 6 / ? H - > . 3 . A 01 2 6 - 3 0 @ -
�
< c 0 6 0 3 G 3 ? 5 ?1 / E 5 3 3 > . 01 01 2 N ? > V g W K = - > A ?1 A . 3 ?1 - 3 0 @ -�
F V A 3 . 3 - X ? N X 3 4 - X . > 3 3 > . 01 01 2 > ? ? @ A�
g Q F K Q K K K @ .1 / . G A ? N 3 > . 01 01 2 .1 1 E . 6 6 G Q B K N E 6 6 3 0 @ - 01 A 3 > E 5 3 ? > A
BPO Services BPO Services BPO Services BPO Services
CONFIDENTIAL© Copyright 2005 Wipro Technologies 20
The BPO Market Size The BPO Market Size The BPO Market Size The BPO Market Size
•If Indian BPOs can meet the customer expectations for an onsite outsourced market then we can go after a bigger pie•Indian BPO growing slower than other offshore countries•By 2012 anticipated that offshore BPO will be larger than offshore IT
2004 2006 2008
$114B
$137B
$1.96B
$1B
$7.4B
$5.15B
$19.3B
$15.79B
Next 5 Year CAGR 35 – 40 %
Indian BPO
Next 5 Year CAGR 40 – 45 %
Offshore BPO
Global BPONext 5 Year
CAGR 9.30 %
$111.7 B $124.76 B $130.62 B
Next 5 Year CAGR 7 – 8 %
Onsite BPO
All values in Bn USD
$165.71B
CONFIDENTIAL© Copyright 2005 Wipro Technologies 21
And the Changing Phases of Customer ExpectationsAnd the Changing Phases of Customer ExpectationsAnd the Changing Phases of Customer ExpectationsAnd the Changing Phases of Customer Expectations
Business Process
Lifecycle
Management
(BPLM)
Business Value
Productivity
Improvement &
Transformational
services
Labor
arbitrage
1998-2002 2002 - 2007 2007-2010
Phase 1
Phase 3
Phase 2
Moving up the value chain
Moving up needs robust enablers - security, compliance, quality, training and Governance
CONFIDENTIAL© Copyright 2005 Wipro Technologies 22
ProcessProcess + Applications
Process + Applications + Infrastructure
Savings/Customer Value
Cost Savings & Process Standardization
ProcessOptimization
ProcessRe- engineering
Tra
ns
itio
n
Wave 1 Wave 2 Wave 3
IncreasingCustomer
Value
Operations
Applications
Infrastructure
Operations
Applications
• Initial Processes or applications with Ramp Up if successful
• Maintain Quality• Initial Cost Saving• Focus on
controllership when processes are transitioned
• Process Improvement using Six Sigma and tech deployment Knowledge Management
• Evaluate technology, automation & consolidation options
• Continuous monitoring of controls
• Best in Class – Process and Technology Optimization
• Consolidation across operations / processes• Maximize savings through better turn-around
and reduced defect rates
Operations
40%
50%
60%+
Integrated services delivery Integrated services delivery Integrated services delivery Integrated services delivery –––– BPO+IT+InfrastructureBPO+IT+InfrastructureBPO+IT+InfrastructureBPO+IT+Infrastructure
CONFIDENTIAL© Copyright 2005 Wipro Technologies 23
Banking & Financial Services
TelecomTravel &
Hospitality
Finance & Accounting
Ord
er
to P
rovis
ion
ing
Bu
reau
billin
gIn
ven
tory
Man
ag
em
en
t
Lo
yalt
y P
rog
ram
&
Ad
min
istr
ati
on
.T
icketi
ng
& R
eserv
ati
on
sIn
terl
ine A
cco
un
tin
g
Cla
ims P
rocessin
gL
oan
s P
rocessin
gC
red
it C
ard
Pro
cessin
g
Human Resources
Customer Care & Technical Help Desk Services
Ho
rizo
nta
l O
fferi
ng
s
Supply Chain
Enterprise
Ma
nu
fac
turi
ng
, M
ed
ia,
E&
U,
Re
tail
Vertical Offerings
Wipro BPO OfferingsWipro BPO OfferingsWipro BPO OfferingsWipro BPO Offerings
CONFIDENTIAL© Copyright 2005 Wipro Technologies 24
WiproWiproWiproWipro’’’’s integrated delivery model yields benefits along multiple s integrated delivery model yields benefits along multiple s integrated delivery model yields benefits along multiple s integrated delivery model yields benefits along multiple dimensionsdimensionsdimensionsdimensions
� Greater cost-effectiveness
� Enhanced productivity
� Better risk mitigation
ApplicationApplicationApplicationApplication
BPOBPOBPOBPOISISISIS
SupportSupportSupportSupport
• Leverage knowledge of processes & technology in analysis & training
• Leverage ODC staff for training
• Coordinated architecture & implementation planning
• Proven ability to implement offshore infrastructure
• Apply consulting capabilities for quick wins
• Coordinated crisis management / troubleshooting; fewer vendors
• More robust Business Continuity Planning, encompassing processes & technology
• Integrated performance monitoring & control mechanisms
• Joint BPO/ODC business improvement initiatives
• Rapid deployment of enhancements through internal coordination of training and knowledge transfer
• Conduct regular cross-functional transformation assessments
• Single point of accountability
• Consolidated performance reporting
• Opportunity for streamlined SLAs
• Opportunity for account-wide financial arrangements
TransitionTransitionTransitionTransition
TransformationTransformationTransformationTransformation GovernanceGovernanceGovernanceGovernance
OperationsOperationsOperationsOperations
CONFIDENTIAL© Copyright 2005 Wipro Technologies 25
Advanced technical skill and some
judgment required
Extensive
judgment and analytical skill required
Fortune 100 healthcare company
� Insurance claims pre-processing
� Inbound customer care (physicians)
Leading US airline
� Inbound customer reservations
� Baggage support services
Large life insurer (UK)
� Case handling & initial underwriting
� Senior underwriting with acceptance limit of 500k GBP
� Healthcare claims adjudication
E loan (consumer direct lender)
� Providing underwriting recommendation on home loans
Large Fortune 10 financial institution (US)
� Back office processing for mortgage
Large charge card company (US, UK, Australia, Canada)
� Inbound customer service center
� Cross selling
Mobile communications company (UK)
� Finance and accounting
� Financial reporting
� Management reporting
� Payroll processing
Leading global ISP (US)
� Billing support
Large oil retailer (UK)
� Inventory management, logistics
Examples of sector-specific (“vertical”) processes
Examples of horizontal processes
Value delivery across the value chainValue delivery across the value chainValue delivery across the value chainValue delivery across the value chain
Leading computer manufacturer
� Technical writing
Simple, standardized activities
Source: Mckinsey analysis of Offshore BPO Industry, Wipro customer examples
CONFIDENTIAL© Copyright 2005 Wipro Technologies 26
Key DifferentiatorsKey DifferentiatorsKey DifferentiatorsKey Differentiators
Delivering business value rather Delivering business value rather Delivering business value rather Delivering business value rather
than meeting SLAs and metricsthan meeting SLAs and metricsthan meeting SLAs and metricsthan meeting SLAs and metrics
In depth technology In depth technology In depth technology In depth technology
platform + domain + platform + domain + platform + domain + platform + domain +
process knowledgeprocess knowledgeprocess knowledgeprocess knowledge
Security and complianceSecurity and complianceSecurity and complianceSecurity and compliance
Global Delivery Global Delivery Global Delivery Global Delivery
Centres Centres Centres Centres –––– Multiple Language Multiple Language Multiple Language Multiple Language
SupportSupportSupportSupport
Six Sigma, Lean and Six Sigma, Lean and Six Sigma, Lean and Six Sigma, Lean and
InnovationInnovationInnovationInnovation
New Business ModelsNew Business ModelsNew Business ModelsNew Business Models
�
h i j k l j m n o p k q j l r s t i o m o k uh i j k l j m n o p k q j l r s t i o m o k uh i j k l j m n o p k q j l r s t i o m o k uh i j k l j m n o p k q j l r s t i o m o k u
�
v w j n x p i y q j l r s l r i z o m r lv w j n x p i y q j l r s l r i z o m r lv w j n x p i y q j l r s l r i z o m r lv w j n x p i y q j l r s l r i z o m r l 7777
Integrated view Integrated view Integrated view Integrated view
and Program and Program and Program and Program
management management management management
capability across capability across capability across capability across
IT and BPOIT and BPOIT and BPOIT and BPO
6666 3333
2222
1111
44445555
Leadership Leadership Leadership Leadership
in in in in
Business operations Business operations Business operations Business operations
servicesservicesservicesservices
Telecom Service Providers Telecom Service Providers Telecom Service Providers Telecom Service Providers
CONFIDENTIAL© Copyright 2005 Wipro Technologies 28
Positioning in Telecom Service Provider SpacePositioning in Telecom Service Provider SpacePositioning in Telecom Service Provider SpacePositioning in Telecom Service Provider Space
• Service footprint spanning North America,
Europe, Japan, Australia, India, APAC & Middle East
•Frameworks for Inventory Management, Order Management & Service Assurance
• Service Delivery Platform development, implementation & service building expertise.
• Leveraged Telecom equipment R&D expertise into Service provider market:
• Accelerated service rollout offerings • Test automation
• Leveraged BPO expertise into the Service Provider market:
• Voice services including Customer care service, L1/L2 technical support etc.• Back office Operations including Order management, Service provisioning, Billing services, technical support etc.
• Leveraged EV relationships to include sell thru services to their Professional Services arm- Ericsson, Alcatel, Nokia, Nortel etc.
Areas of Strength in Service Provider
MarketProcesses Solutions
Corporate Administration
Executive &
Planning
Legal & Regulator
yRisk Mgmt
Finance & Accounting
HR & Payroll
Business Support Systems
Billing & Records
Sales & marketing
Fraud Mgmt
Directory & Publication
Customer Care &
Assistance
Operation Support Systems
Inventory Mgmt
Mediation
Provisioning
Planning & Engineering
Network Mgmt
Workforce Mgmt
Other/Intelligent Network
R&D
Others
Broadband System
Signaling System 7
Enhanced Service Platform
Product & Services Trial
Expertise
Network Equipment Providers
CONFIDENTIAL© Copyright 2005 Wipro Technologies 29
Range of Offerings for Telecom Service ProvidersRange of Offerings for Telecom Service ProvidersRange of Offerings for Telecom Service ProvidersRange of Offerings for Telecom Service Providers
Infrastructure & Testing
OSS/BSSPackaged
Applications
Integration Solutions
� Portfolio rationalization strategy
� Application development and maintenance
– Legacy, client-server and web
� Packaged Application implementation,
integration, rollout and support
� Call Center services
� Business Process Outsourcing – Bill
processing, AR/ AP, HR & Benefits
and Procurement
� Tier 1, Tier 2, Tier 3 services
� Remote management of IT Infrastructure
� Consulting Services – Server
consolidation, Exchange migration & more
� EAI and B2B Integration
� Integration factory for Information
Management and Data Warehousing
� Frameworks around Order Mgmt,
Inventory Mgmt and Revenue assurance
� Consulting Services
ADM
Operations
Niche
Solutions
Integrated service delivery
� COTS implementation –
example Kenan, Portal, ADC,
MetaSolv, Axiom etc.
� Integration with other
systems
� Maintenance and support
services
� Migration and consolidation
� Application testing� Network Testing� Automation
CONFIDENTIAL© Copyright 2005 Wipro Technologies 30
Network Layer Services: Accelerating VOIP Rollout, IPTV Network Layer Services: Accelerating VOIP Rollout, IPTV Network Layer Services: Accelerating VOIP Rollout, IPTV Network Layer Services: Accelerating VOIP Rollout, IPTV Rollout, 3G Services & DSL upgradesRollout, 3G Services & DSL upgradesRollout, 3G Services & DSL upgradesRollout, 3G Services & DSL upgrades
Voice & NGN
Wireless
Broadband
Service LineTe
ch
no
log
y L
ine Softswitch Testing
for a leading wholesale IP
Service Provider
3G Handset and Product Testing
for a leading European operator
DSL NE Testing for a US operator
Testing
Softswitch Test Automation
framework for a US operator
WIN Regression Testing
Automation for a leading US
operator
Test Automation
Set-top Box based application
development for a leading global
operator
In-house developed HLR sustaining for a
leading European operator
Voice Portal Development for a
leading US operator
Application
Dev & Mtc
SDHLR Certification testing
for a leading US Operator
DSL Modem Certification for a
US operator
IN NE Performance
Certification for a European Operator
CPE Certification
CONFIDENTIAL© Copyright 2005 Wipro Technologies 31
Service Enabling Layer ExpertiseService Enabling Layer ExpertiseService Enabling Layer ExpertiseService Enabling Layer Expertise
� Team of 150+ resources comprising
� Consultants
� Architects
� Designers
� Developers
� Volantis Multi channel content delivery solution, Distributed
Service Broker product (For assembling, managing and deploying
remote data services leveraging 3rd party content), Integrating
CMS with different Messaging system, Content Applications
design, development and deployment
� Interoperability Testing between network and service elements for
Call Signaling, PSTN Interconnect, Wireless Interconnect, Voice
Quality, E911 Services, Directory Assistance
� Service Enabling Focus Areas:
� Service Delivery Platforms (SDP)
� Intelligent Networks (IN) -Prepaid/VPN/Unified Communication/Toll Free/Premium Calling, Missed call alert, Number Portability etc.
� Messaging
� Location based Services
Service Enabling Practice
Partnerships
Product Expertise
CONFIDENTIAL© Copyright 2005 Wipro Technologies 32
Operations Support Services (OSS) OfferingsOperations Support Services (OSS) OfferingsOperations Support Services (OSS) OfferingsOperations Support Services (OSS) Offerings
� Team of 150+ expertscomprising of
� Consultants
� Architects
� Designers
� Developers
�Strategic Alliances with Product vendors
�SI implementation experience of 12+ projects
� In-house Provisioning & Inventory Reconciliation Framework
�Contributing Member of Telecom Thought Leadership forums –TM Forum
� OSS Focus Areas
� Inventory Management
� Provisioning & Activation
� Fault and Performance (SLA, QoS) Management
OSS Practice
CONFIDENTIAL© Copyright 2005 Wipro Technologies 33
Business Support Services (BSS) OfferingsBusiness Support Services (BSS) OfferingsBusiness Support Services (BSS) OfferingsBusiness Support Services (BSS) Offerings
� Team of 300+ resources comprising
� Consultants
� Architects
� Designers
� Developers
�Acquired BSS Competence of Ericsson by acquiring their Gurgaon Center
� In-house Order Management Framework
�Had a Billing Product (Tele-Prodigy) and Mediation, Provisioning and Fraud Management (OSS Smart )
� BSS Focus Areas
� Order Management
� Billing & Mediation
� Roaming, Interconnect Settlement, Automatic Reconciliation
� Revenue Assurance & Fraud Management
System
Integration
Consulting
Product
Development
Maintenance Support
Banking Solutions Banking Solutions Banking Solutions Banking Solutions
CONFIDENTIAL© Copyright 2005 Wipro Technologies 35
The Wipro Banking Solutions GroupThe Wipro Banking Solutions GroupThe Wipro Banking Solutions GroupThe Wipro Banking Solutions Group
Overview
� Dedicated Strategic Business Unit for Banking
� 17+ customers across the globe
� 1000+ consultants with a core team of domain consultants
� Executing 360º service portfolio of higher end business transformation work across the banking value chain
�CONSULTING engagement to optimize application portfolio focusing on identifying cost saving opportunities for an US Financial Services major
�DEVELOPMENT of online banking application for a leading Retail Banking organization in the US
�BUSINESS PROCESS OUTSOURCING for underwriting & funding review operations for a consumer direct lender in the US
� 24X7 INFRASTRUCTURE SUPPORT for a wide range of online applications on disparate servers
DEDICATED PRACTICE GROUPS
What sets us apart
� Integrated portfolio of services covering:
�Applications� Application Development & Maintenance
� Point Services to address specific business pain
areas of the banking industry
� Package Implementation
� Vertical product services
�Operations� Business Process Outsourcing
� Infrastructure
� Technology Infrastructure Services
� Dedicated Practice Groups with focus onproject engagements, thought leadership and training
Payments Wholesale banking
Consumer Credit
Deposits
SecuritiesAsset
Management
CONFIDENTIAL© Copyright 2005 Wipro Technologies 36
Domain focus Domain focus Domain focus Domain focus –––– The complete FrameworkThe complete FrameworkThe complete FrameworkThe complete Framework
Channel Management
Customer Relationship Management
Core Solution
Enterprise Management
Operational Management
Multi Channel Integration
Deposit Lending
Payment Cards
Extended functionalities – Treasury, Cash Management, ForEX
Management Information System
Risk Management Human Resource
Infrastructure Security
Document Management
External Interfaces
Regulatory Reporting Master/Visa
Customer Information Sales Management Campaign Management
Management Reporting
CONFIDENTIAL© Copyright 2005 Wipro Technologies 37
Deposits Consumer
Credit
Payments Wholesale
Banking
Transaction
Processing
Transaction
Processing
Product
Differentiation
Product
Differentiation
Relationship
Management
Relationship
Management
Risk
Management
Risk
Management
Savings & Time, DDA, Safe Deposit
Multi-channel
Internet services
Cross-selling
On-us fraud
Credit Card, Mortgage
servicing, Auto-leasing & loan
Comprehensive Loan Origination
Manage-your-card online
Merchant Acquiring
Portfolio Exit
ACH payment
Swiss payment
Zengin payment
Cash Management
EBPP
AMLBasel II
Global GL
Commercial Lending
Treasury Self Service
Online Syndication
Debenture linked investments
Institutional Trading
Domain focus Domain focus Domain focus Domain focus –––– Across Value Chain of Across Value Chain of Across Value Chain of Across Value Chain of Financial ServicesFinancial ServicesFinancial ServicesFinancial Services
CONFIDENTIAL© Copyright 2005 Wipro Technologies 38
Dedicated Practice GroupDedicated Practice GroupDedicated Practice GroupDedicated Practice Group
Dedicated Practices
Domain Consultants
Roles
Practice building
�Industry scan & research�Thought Leadership�Point Solutions
Solutions
�Assessments�Execution �Process redesign�Offshore transition
Training
�Formulating programs�Project specific boot camps
�Knowledge dissemination
DepositsConsumer Credit Payments Wholesale bankingSecurities &Capital Market
AssetManagement
CONFIDENTIAL© Copyright 2005 Wipro Technologies 39
Thank You
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