SUBMITTED TO:

Dr. Vijay Rao

SUBMITTED BY: Abhishek Singh Esha Joshi Hemant Kumar Meenakshi Sharma

Priyanka Sharma

ACKNOWLEDGEMENT

We would like to extend our sincere gratitude to DR. Vijay Rao for providing us with the opportunity to explore the intricacies involved in the making of the project and for his support. It was a wonderful experience for us to work as a team. We have put in our best efforts and tried to make the project as informative and understandable as possible.

Flextronics Software Systems (FSS) is an end to end communication solutions provider, with more than 200 customers all over the world, in the Telecom infrastructure, Service Provider, and Business Process Outsourcing sectors.

TABLE OF CONTENTS

WHAT IS MIS? WHAT IS BPO? FLEXTRONICS SOFTWARE SYSTEMS FLOW OF INFORMATION IN FLEXTRONICS TECHNOLOGY INFRASTRUCTURE ORDERING OF THE PRODUCT MIS FOR CUSTOMERS CUSTOMER INTERACTION SERVICES IS USED HRM / IS USED FOR DEALERS ERP SOFTWARE CRM SOFTWARE IMPLEMENTATION OF CRM NETWORKING SECURITY SYSTEM REQUIREMENTS

WHAT IS MIS?

Short for management information system or management information services, and pronounced as separate letters, MIS refers broadly to a computer-based system that provides managers with the tools for organizing, evaluating and efficiently running their departments. In order to provide past, present and prediction information, an MIS can include software that helps in decision making, data resources such as databases, the hardware resources of a system, decision support systems, people management and project management applications, and any computerized processes that enable the department to run efficiently.

Within companies and large organizations, the department responsible for computer systems is sometimes called the MIS department.

WHAT Is Business Process Outsourcing (Or BPO)?

Business Process Outsourcing (or BPO) refers to a decision to sub-contract some or all non-core processes. The main motive for Business Process Outsourcing is to allow the company to invest more time, money and human resources into core activities and building strategies, which fuel company growth. Managers, in fact, don’t need to justify outsourcing. They might even have to justify work done internally, that could easily be outsourced.

The global market today is highly competitive and ever-changing. A company must focus on improving productivity and yet, cut down costs.

Therefore, a lot of tasks that use up precious time, resources and energy, are being outsourced. BPOs, or the units to which work is being outsourced, are flexible, quicker, cheaper and very efficient. Business Process Outsourcing helps free up a firm’s capital and reduce costs. The functions or processes being outsourced range from manufacturing to customer service to software development and much more. Many of the companies that seek to outsource are in the western hemisphere and most of the BPO units are in the east, like India, China, Malaysia and even Russia.

Some of the advantages of Outsourcing are:

Improves Productivity and operational efficiencies

Reduces Costs

Allows organizations to focus on their core business

Ensures best practices, skills and technology

Provides access to scalable operations and on demand resources

Strengthens client’s competitive position

The Indian BPO industry is growing rapidly. But as the outsourcing movement grows, there is also a backlash against BPOs, as white-collar jobs move from USA and UK to offshore locations like India. With multi-lingual skill-sets developing, the European market too is likely to open up to BPOs, in the near future.

Types of BPO’s in India

Low End Services BPO: Average revenue generated/agent/hr in these BPO’s is approximately equal to $ 4-10 as lesser skilled manpower is required.

Higher End services BPO: Average revenue generated/agent/hr in these BPO’s is approximately equal to $12-20 as skilled manpower and professionals are required for executing the processes.

Contact center service1.Inbound customer service2.Voice mail call back service3.Outbound customer service4.Collection service

Back Office Service1.Banking & insurance service2.Insurance service3.Telecom service4.Hr service5.Sales & mktg service

Remittance processing service1.Data entry of paid service2.Deposit of associated

Print/Stuff/Mail Service1.Bill and invoices2.Statements3.Surveys4marketing material

High end service low end service

Outsourcing in India: Advantages

Labor pool : India has many prestigious technical universities ,but the India institute of technology stands apart as one of the world’s best . India produces 75,000 IT graduates and 2 million English speaking graduates annually

Costs: Labor costs have crept upward over the years but have been offset by falling telecom rates. Typical salaries range from $1000 to $12000 for technical staff, while back-office salaries range from $3500 to $7500.

Government: Outsourcing is so ingrained in the fabric here that the Indian government has a national minister specifically for IT. The government favors IT foreign ownership and imposes no export taxes.

Infrastructure: With redundant telecom and utility infrastructure, there is very good reliability within India’s special IT parks. Reliability can be spotty outside the parks or in more remote areas.

Expertise: Application development, maintenance, call centers, financial processing. Experts see India becoming a hotbed for more critical analytical jobs. Major U.S. Customers: Citigroup, GE Capital and American Express

have a very large presence and have set up their own centers here.

FLEXTRONICS SOFTWARE SYSTEMS

AN INTRODUCTION

You’re rushing through an airport transit lounge and suddenly realize you forgot to dial home and tell them where you parked your car before catching the plane. Worse, the flight is delayed and you won’t make it to your business meeting on time! Using your pre-paid calling card, you first dial home. The system greets you in your preferred language; to call home and then takes you through your business calls – without having hang up even once. Best of all, you don’t need to bother

about getting change and feeding it into the slot.

This is just one of the new services possible through the solutions developed By FSS and this just one of the ways, FSS is enabling the Next Generation of Communication. Since its commencement almost all its revenues were derived from its parent company. But since 1995 onwards, HSS started developing its own clientele other than HNS. Its number of clients has also increased substantially. Its clients include some of the worlds reputed corporate like Alcatel Bell N V, Lucent, NEC, Telspec, Dialogic and Tektronix. Has two Software Development Centers in India one at Gurgoan, New Delhi, and the other one in Bangalore.

With sales and support offices in UK and US it is represented throughout Europe, South

America and Asia to support its global customer base. HSS has been assessed at SEI-CMM level 4 for all its development centers and all projects. The company has manpower strength of around 889, at its development centers in India.The company undertakes full life cycle customized software development consisting for system design, detailed engineering, implementation, testing and host delivery support.Flextronics has its headquarters at United States. It has 7 branches outside US in Canada, Finland, UK and INDIA. In India it has three branches namely in Gurgoan. Delhi, Bangalore. Basically all the customers of Flextronics are telecom majors in different countries due to which its software are used mostly in telecom business. It also makes software for its parent company Flextronics network Systems.

FLOW OF INFORMATIONIN FLEXTRONICS

STEP WISE FLOW :- The information flows step wise from each level to the next level. Every employee reports through network to his next superior. The information does not jump from top level to the bottom level or vice-versa. Only in the case of emergencies is the information directly transferred to the top most level. E.g. Manager transfers information to senior manager and he in turn to AVP & so on.

PROCESSING OF INFORMATION :- The junior manager and field manager regarding their work area collect the data at the operational level. This data is processed at levels to make its compact and convert it into information. This information is then sent to managerial level that analyzes and takes some meaning out of it. Then with the help of this analysis the strategic or the top-level makes the long- term decision.

FULLY COMPUTERIZED:- The transfer is fully computerized. All the transfers are done through network. Flextronics has made its office a paperless one. Availability of information online helps in easy and cost effectiveness access to all employees. Documents are kept only for legal purposes and proper backup is taken for all the information.

TECHNOLOGY INFRASTRUCTURE

Flextronics BPO has best of breed technology equipment and software for its offshore call centre and back office operations. Sourced from world class vendors like Cisco, Avaya, Lucent and Dell, this infrastructure has been designed to deliver maximum uptime with a focus on creating a suitable work environment for call centre and BPO service delivery. Are infrastructure incorporated high speed, redundant, reliable voice and data networks to suit call centre requirement, best in class technologies and support from a highly skilled technology support team experienced in call centre.

Our infrastructure is capable of handling multi-channel mail, chat, and voice traffic (inbound and outbound). Flextronics BPO has diversely routed international private leased circuit (IPLC’s).Capable of hauling megabits of simultaneously data and voice traffic, these circuits have been routed through the Atlantic and pacific routes.

Its IT and Telecom Infrastructure is fully redundant and easy to upgrade. This ensures that services are consistently available for diverse operations and can be scaled as per the customer’s requirements within expected timelines. Additionally, a suite of off the shelf software and systems insure integrated customer view, call recording, workforce management. Flextronics BPO has developed in-house applications for knowledge management, key metrics, data mining and business intelligence.

Salient features of our technology infrastructure:

RedundancyRedundancy in IPLC ConnectivityRedundancy in Voice TI’sRedundancy Modules in Key SystemsRedundancy Core SwitchesRedundancy in Last Mile

ScalabilityScalable Network ArchitectureScalable systemsScalable cabling Design

SecurityPIX FirewallRealSecure IDSTrend Micro Anti-Virus ProductsWebSense URL FilteringVLANS

ORDERING OF THE PRODUCTS

The company is collecting orders from its customers through phones and e-mails only. First the client will contact the company through the e-mail or phone services, if the company feels the customer is trustworthy they will arrange for a meeting with the customer where they discuss about the product specification that the client wants. Finally, when an agreement is reached about the financial viability of the product, the development of the product starts.

Customer based - the company is developing all its software’s according to the needs and requirements of its customers. They are following a completely customized process.

Product testing - One’s the software is developed it is tested. The testing is done in their test area. Here the software is implemented in the computers present in the test area under the presence of the software engineers and the top-level executive of the company. The product is tested with all the types of input data’s for finding out any error output. One’s the product gives the most accurate and user friendly out any unparallel advantage by cutting their own product development time and ensuring superior quality of product by virtue of the experience-

testing group, state-of the –art testing labs, wide repository of Test Plans and Automated Test Suites made available in HSS. So the company makes sure that whatever software they develop, the software is highly reliable and of premium quality.

The company is using information at all the three ways i.e. for automating for doing things better and faster., organizational learning for doing the things in a perfect manner and supporting strategy for doing things better.

Employee Award System (IS) - for improving the motivation level of the employees the company has implemented many award systems. The award system followed is different for the employees and groups. The company has set a target for each individual and team differently. Through MIS the company keeps a track of the performance of each individual and group in the company. Then based on their performance efficiency and effectiveness they are given the incentives. Since the company is concentrating on skilled workers, the working efficiency is

being tracked with the help of Information System.

MIS FOR CUSTOMERS

In the company Management Information System is used mostly for customer dealings. The aim of the customer Relationship management is to produce high customer equity. Customer’s equity is the total of the discounted lifetime values of all the customers. The more performance, the more was customer equity

PROSPECTS

FIRST TIME CUSTOMERS

REPEAT CUSTOMERS INACTIVE OR EX-CUSTOMERS

CLIENTS

MEMBERS

ADVOCATES

PARTNERS

CUSTOMER INTER ACTION SERVICES

Flextronics BPO provides offshore call center services for the Business –to-Business (B2B) and Business-to-Consumer (B2C) Markets on o 24X7 basis.

Flextronics BPO provides the following offshore call center services:

Inbound call center Outbound call center Inbound sales Enquiry Handling Customer Complaints

Handling Third party verification

services Up-Sell/Cross-Sell services Collection Order processing Billing & Payment Support

To provide channel flexibility to the customer, our offshore call center supports a multitude of touch points. For this, it has state of the art technology infrastructure and employee talent to support the following channels:

Phone E-mail Web Chat Self-help tools

IS USED FOR HRM

The company is also using its information system for its Human Resource Management (HRM), which is mainly used for two purposes:-

1) FOR RECRUTING

The company is recruiting personnel after a very full proof observation. First of all, it is setting standard for performance, efficiency and capability needed at each level. Then the resumes send by the persons through the e-mail systems are observed. Thereafter for recruiting a person, it measures the person’s capability and work experience (if any).And finally the resumes are scrutinized and the most efficient person is being asked to attend the interview.

2) TRAINING EMPLOYEES

There are specialized software’s used by HSS for training their employees. These software’s are simulation software’s which helps the employees get a three dimensional view about the product and hence the personnel employed in doing the project will be able to do the work without any confusion in their mind.

IS USED FOR DEALERS

DEALERWEB is the dealer integration and automation system. This is a connectivity framework which results in

improved communication and reduced information time lag.

The core processes supported by this product

are:

a) Order Management: The software keeps a track of the order received and process the orders based on first come first served basis.

b) Order Fulfillment: The software will verify whether the customer has completely paid for the software developed. If the requirements are fulfilled the final bill is send.

c) Customer Service: For solving the complaints registered by the clients the software records the complaints in its separate database.

d) Customer Performance Tracking: The software also

keeps a track about the customer’s feedback and hence will evaluate the performance of the software.

ERP SOFTWARE

Currently FSS has implemented an in-build ERP package called the iEXPENSE, iExpense is a comprehensive automated end to end expense processing system that leads to greater employee productively while reducing company’s expenditure. iExpense helps the streamline administration for every facet of expense processing. It provides more accurate management information which forms an effective tool for managing and controlling. Built using powerful

distribution and internet technology, iExpense takes the company a step closer to the new generation web-based enterprise, the new competitive edge for its business.

The various advantages provided iExpense software

are:-

Faster processing and reimbursement:- iExpense eliminates the hassles of handling piles of paperwork and increasing productivity of administration and accounting deptt’s. It significantly reduces the expenses reimbursement cycle and administrative cost involved in reconciliation. iExpense integrates with the financial system for maximizing efficiency.It can be integrated with payroll systems also for reimbursement through payroll.

Process stream lining:- iExpense carries the company’s knowledge and gets appropriate approvals thereby graunteening process stream lining and compliance. iExpense works as the administration to root the expense report to the right approval authorities and uses the company’s business rules the reliably.

Reminders and escalations provides alerts for process bottlenecks:-iExpense helps in automatic reminders for the schedule dates for the meetings arrange for the management with the most prompt way possible and hence avoid the bottleneck of all the reminding processes.

CRM- SOFTWARE

The five different levels of investment practiced in an organization for customer-relationship building are:-

Basic marketing

Reactive Marketing

Accountable Marketing

Proactive Marketing

Partnership marketing

High level of customer service has to be provided in order to surpass the competitors. The Flextronics software system uses the TALISMA CRM service for providing a powerful solution to the problems of customers. TALISMA E-CRM software supports the web self help. Web self help is a web based customer service tool that empowers site visitors to answer their own questions by querying a knowledge base. The benefits of this CRM are that each customer gets an accurate, timely and a personal response regardless of their chosen board of interaction.

DATABASE USED

Like all best organizations FSS use the most highly reliable database i.e. the ORACLE 9i. This is the most reliable with the best security features available. The database contains all the information about the employees in different branches, their designation as well as their expertise areas. So the management can always get the personal information with simple query. Oracle real application clusters and self-tuning and self- management capabilities help improve DBA productivity and efficiency.

IMPLEMENTATION OF CRM

The Company has implemented customer relationship management (CRM).It has also implemented Talisma software for CRM. In bound e-mail management-marketing campaigns and robust reporting has enabled the company to increase productivity, to improve the employee performance and to decrease the cost. It is

making available its information for all its customer employees, suppliers and other branches.FEEDBACK MECHANISM: The Company is collecting feedbacks from customers, employees, suppliers etc. and helping them for managing the information system in a very fluent way.

Feedback collection is from the following:

Customers: The Company collects information from the customers through e-mail and phone. It is collecting information from about how much the product or software developed by them is preferred by the customers. They also collect information about how efficiently are the current market needs, demand requirements, what are

the offers the customers are getting from its competitors, information about its competitor’s products, prices, services, strategies etc.

Employees: The company is collecting feedback from its employees working at each level very frequently i.e. on weekly basis or sometimes at any specific time.Their respective departmental heads and so on collect all the

information from employees. The information is collected about how much the employees prefer their working environment.

What new technologies or equipment do they need for improving their efficiency? What are the problems they are facing in their work and so on?

Let see how the company provides the feedback to the inquiries:-

Customers: The Company is providing feedback or information to all its potential customers on regular basis through its website. The company is providing information about the new software’s developed and the supporting utilities through their question and answer section in their website.

Employees: Through Management Information System the company is providing

information about the new products, their working simulation model through the use of the advanced CAD software for making the employees feel about the working of their new product developed.

NETWORKING

HOW CALLS ARE ROUTED IN FLEXTRONICS

As customer calls on a toll free number (the number is a 10 digit number and it goes like 1-800-xyz) from his place, this call goes to a PSTN (Public Service Telephone Network), from this PSTN the call is routed through T1 lines. In case of Flextronics use 10T1 lines through which the voice transmission takes place. Each T1line is of 1.54mbps, which has 24 channels each of 64k, one channel receive one call. In this way at one point of time 240 calls can be received. From these T1 line the voice packet is passed through a multilayered switch called Cisco MGX8850 which contains CODEC G729A which in turn converts the large voice packets into small compressed packet and the compression in of 8k i.e. the 64k data in converted in to 8k data. Up till now the call is in US,

from now the call is routed through IPLC and is then decompressed through MGX8850.Now it is again passed through T1line to Avaya G3R, which is an EPBX, through this Avaya G3R the call is transferred to the representatives according to the time for which they have not received a call. This also contains CMS (Call Management System), which helps in tracking the performance of the employees and report formation. This also has a skill group which categories each employee according to his or her skills and then transfer the call. This is how a call is received when a customer calls at their BPO.

SECURITY

PIX FIREWALLThe Cisco Secure PIX Firewall is the dedicated firewall appliance in Cisco’s firewall family and holds the top ranking in both market share and performance. The Cisco PIX Firewall delivers strong security and, with market –leading performance, creates little to no network performance impact.

VLAN’s A VLAN is a virtual

LAN. It divides a switch

into segments that don’t see each.

Servers and printers can be isolated.

They can share a server on a shared port, but nothing else.

Why to use VLAN’s They make one switch many

switches They divide up network

traffic.

They provide security. They can have different

network numbers.

Interconnecting VLAN’s Routers connect VLAN’s by

protocol. Servers can share a port. Cisco combines routing and

switching.

Trend Micro™ PC-Cillin™ Internet Security 2004

Keeps you “simply secure” from viruses, hackers, privacy threats and spam email.

Trend Micro™ PC-Cillin™ Internet Security Provides:

Comprehensive and easy to use protection from viruses, hackers, and other Internet-based threats. Its new

advanced features go far beyond standard antivirus and firewall protection, helping to safeguard your PC from new emerging threats like network viruses, spam e-mail, inappropriate web content, and spy ware programs that can compromise your privacy.

SYSTEM REQUIREMENT

OPERATING SYSTEMS:Microsoft™ Windows™ XP SP1, Windows 98 or 98 SE, Windows Me, Windows 2000 Professional SP3 or above.

BROWSER:Microsoft™ Internet Explorer 5.5 SP2 or aboveInternet Explorer 6.0 SP1 or aboveNetscape™ Communicator 7.0 or above

CPU:Intel Pentium ™(TM) 233MHz or equivalent processor for Windows 98, 98SE, MeIntel Pentium 300MHz or equivalent processor for Windows 2000, XP Intel Hyper-Threading supported.

MEMORY:64MB of RAM for Windows 98, 98SE, ME, 2000128MB of RAM for Windows XP100MB of available hard disk space for installation