Project on Wipro Ltd

A Project Report ON

“SERVICES OFFERED BY WIPRO LTD.” SUBMITTED IN PARTIAL FULFILLMENT FOR THE AWARD OF THE DEGREE OF BACHELOR OF BUSINESS ADMINISTRATION UNDER THE GUIDANCE OF

Dr. Amit Gupta Project Co-ordinator SUBMITTED BY: VIPUL Batch BBA III (A) Enrollment No.

STUDENT UNDERTAKING This is to certify that I have completed the Project titled S e r v i c e s O f f e r e d B y W i p r o L t d . in Maharaja Agrasen Institute of Management Studies under the guidance of Dr. Amit Gupta in partial fulfillment of the requirement for the award of degree of Bachelor of Business Administration at Maharaja Agrasen Institute of Management Studies, Delhi. This is an original piece of work & I have not submitted it earlier elsewhere.

VIPUL BBA-3(A) Enrollment no.

CERTIFICATE This is to certify that the project titled S e r v i c e s O f f e r e d B y W i p r o L t d . is an academic work done by Vipul submitted in the partial fulfillment of the requirement for the award of the degree of Bachelor of Business Administration from Maharaja Agrasen Institute of Management Studies, Delhi, under my guidance & direction. To the best of my knowledge and belief the data & information presented by him in the project has not been submitted earlier.

Dr. Amit Gupta PROJECT CO-ORDINATOR

Acknowledgement I would like to thank my Project Guide Dr. Amit Gupta for his immense guidance, valuable help and the opportunity provided to me to complete the project under her guidance. I would like to thank all faculty members of Maharaja Agrasen Institute of Management Studies for guiding and supporting me in the completion of project from time to time. Last but not the least, my gratitude to great almighty and my parents without whose concerned and devoted support the project would not have been the way it is today.

Vipul BBA-3(A) Enrollment no.

Executive Summary Wipro is headquartered in Bangalore and has 28 development centres across India, Europe and USA and also has 21 offices in USA, Canada, Finland, Taiwan, France and United Kingdom. Wipro has set a vision for itself to become a US$ 5 bn company in the next couple of years. It aims to be top 10 IT companies in the world' top IT company in India, among top 10 most favored employers in the world and to be among the top 5 brands in India. Wipro is a global company with revenues of Rs 30922 mn for the year 2001. The revenues for the company have been growing at an annual average rate of 23% and PAT at an annual average rate of 50%. It employs total of 14000 employees out of which 11500 employees are in IT business. Wipro follows Six Sigma quality systems and is also a SEI-CMM level 5 company with principal lines of businesses being information technology (IT) and consumer products. It also has other businesses of fluid power, lighting, medical equipment products and financial services. IT, which includes software services as well as hardware products, makes up the largest chunk of business for Wipro. It accounts for 84%

of

total

contributes

revenues

57%

of

of

total

Wipro revenues

ltd.

the

Global

IT

services

whereas

Indian

IT

services

contribute 27% of total revenues. The IT business makes up 84% of the revenues of Wipro Limited and around 93% of its PBIDT.

Wipro

has

a

very

good

client

base

with

over

50

Fortune

500

companies and over 100 leading Indian corporates. In software Wipro

has emerged as the second largest player and is growing strongly and of toiletries has carved out a niche in the premium segment. Wipro also had an interest in the financial services industry through a subsidiary - Wipro Finance. This has proved to be a drain on the company for the last three years and this year the company has divested a significant portion of this company and it is no longer a subsidiary of Wipro.

Wipro has a number of alliances with global leaders like Vignette, ATG (Art Technology Group), Open Market, iPlanet for e-business; with Aether systems, Agea corporation for m-commerce; with Neon, STC, Vitria, Mercator, Seagull for Enterprise Application Integration; with SAP for ERP; with Siebel, Clarify, Pivotal for Customer Relationship Management; with Computer Associates, Cisco, Nortel, Sun for Technology Infrastructure Services etc.

TABLE OF CONTENT

PARTICULARS •

Self Declaration

i

•

Certificate

ii

•

Acknowledgment

iii

•

Executive summary

iv

•

Chapter 1-Introduction 1.1 Overview of Wipro Ltd 1.2 Research Objectives of the Study

•

3

Page NO.

Chapter 2- Company Profile 2.1

History of Wipro Ltd.

2.2

Executive Profile

2.3

Infrastructure

2.4

Vision Statement

2.5

Quality at Wipro

Chapter 3- Research Methodology 3.1

Meaning

3.2

Objectives

3.3

Significance

3.4

Research Methodology

3.5

Data Collection Resource

3.6

Limitations

•

5

Chapter 4- Services Offered by Wipro Ltd. 4.1

IT Services

4.2

Product Design Services

4.3

Business Process Organization

Chapter 5- Finding and Analysis

•

•

5.1

Wipro’s Role

5.2

Wipro’s Initiatives

5.3

Wipro’s Rating

5.4

Dividend Track Record

5.5

Wipro Value

Chapter 6- Conclusion & Suggestions 6.1

Conclusion

6.2

Suggestion

Bibliography

v

CHAPTER-1 INTRODUCTION OVERVIEW Wipro Technologies is the global technology services division o f W i p r o L t d . ( N Y S E : W I T ) . W i pr o o f f er s a f u l l p o r t f ol i o o f s e r v i c e s a c r o s s i n d u s t r i e s , d e l i v er i n g m e a s u r a b l e b u s i n e s s benefits for their customers with six sigma consistency. WHO IS WIPRO R a n k e d a s 7 t h b e s t s o f t w a r e s e r v i c e s c o m p a n y i n t h e w or l d b y Business Week (Infotech 100, November 2002), Wipro serves over 300 global leaders including Boeing, Nationwide, Ericsson, Toshiba, Cisco, Seagate, Putnam Investments, United Technologies, Best Buy, Digital, Friends Provident, IBM, Microsoft, NCR, Thames Water, Transco and Sony. From the first day in dealing with Wipro, there's been nothing b u t q u a l i t y , c h a r a c t e r , hi g h e s t i n t e g r i t y , h i g h e s t q u a l i t y w o r k . A s a j o i n t v e n t u r e , y o u w o u l d n ' t f i n d a b e t t e r p ar t n e r . A s a s u p p l i e r , y o u w o u l d n ' t f i n d a h i g h er q u a l i t y p a r t n e r . S o m e q u i c k f a c t s a b o u t Wi p r o : • I n d i a ' s m o s t v a l u a b l e c o m p a n y ( B u s i n e s s T o d a y , 2 0 0 1) .

• L i s t e d a t N Y S E ( WI T ) . P a r t of t h e T M T ( T e c h n o l o g y M e d i a - T e l e c o m ) I n d e x of t h e N e w Y or k S t o c k E x c h a n g e . • O v e r 2 0 y e a r s o f I T C o n s u l t i n g , S y s t e m s I n t e gr a t i o n a n d Engineering Services experience. • 3 0 o f f i c e s w o r l d w i d e , 1 8 , 0 0 0 I T p r a c t i t i o n er s a n d domain consultants. • M o r e t h a n 3 0 0 c u s t o m e r s a c r o s s U S A , E ur o p e a n d J a p a n (50 of these are Fortune 500 companies) . • U S D 7 3 6 M n r e v e n u e s ( Y e ar 2 0 0 1 - 2 0 0 2) , C u m u l a t i v e A n n u a l G r o w t h R a t e ( C A G R ) o f 4 5% o v e r t h e l a s t f i v e years . • Q u a l i t y l e a d e r s h i p : M o s t m a t u r e S i x S i g m a pr o g r a m i n the industry. World's first PCMM, CMMi and CMM level 5 company.

CHAPTER-2 COMPANY PROFILE

HISTORY F o u n d e d i n 1 9 4 5 , W i pr o h a s d i v e r s i f i e d i n t o I n f or m a t i o n T e c h n o l o g y , C o n s u m e r C a r e a n d L i g ht i n g , E n g i n e e r i n g a n d H e a l t h c a r e . W i p r o ’ s d i v e r s i f i c a t i o n i nt o I T h a p p e n e d i n 1 9 8 0 a n d s i n c e t h e n t h e r e h a s b e e n n o l o o ki n g b a c k . W i pr o h a d revenues of USD 736Mn in March 2002. Milestones 1 9 8 0 : D i v e r s i f i c a t i o n i n t o I nf o r m a t i o n T e c h n o l o g y 1 9 9 0 : I n c o r p o r a t i o n o f W i pr o - G E m e d i c a l s y s t e m s 1992: Going global with global IT services division Business innovation award f or offshore 1993: development Wipro gets ISO 9001 quality certification, re1995: c e r t i f i e d t w i c e f o r m a t u r e pr o c e s s e s Wipro gets SEI CMM level 3 certification, 1997: enterprise wide processes defined W i p r o f i r s t s o f t w a r e s e r v i c e s c o m p a n y i n t h e w or l d 1998: to get SEI CMM level 5 Wipro's market capitalization is the highest in 1999: India S t a r t o f t h e S i x S i g m a i n i t i a t i v e , d e f e c t s pr e v e n t i o n 2000: p r a c t i c e s i n i t i a t e d a t pr o j e c t l e v e l F i r s t I n d i a n c o m p a n y t o a c h i e v e t h e "T L 9 0 0 0 2001: certification" for industry specific quality standards 2001: World's first PCMM Level 5 company R a n k e d 8 7 a m o n g 1 0 0 b e s t p er f o r m i n g t e c h n o l o g y 2001: c o m p a n i e s g l o b a l l y ( B u s i n e s s W e e k , J u n e 2 0 0 1) 2002: World’s first CMMi ver 1.1 Level 5 company R a n k e d t h e 7 t h s o f t w ar e s e r v i c e s c o m p a n y i n t h e 2 0 0 2 : w o r l d b y B u s i n e s s W e e k ( I nf o t e c h 1 0 0 , N o v e m b e r 2002)

.

DISASTER RECOVERY PLANNING A n e s t i m a t e d 9 4 % o f c o m p a n i e s w i t h o u t a t e s t e d cr i s i s p l a n go out of business after a severe loss of service. W i t h i n c r e a s e d d e p e n d e n c y o n I T I nf r a s t r u c t u r e t o r u n business effectively and efficiently, organizations need to k n o w h o w t o p r o t e c t t h e b u s i n e s s i f t h e I T I nf r a s t r u c t u r e f a i l s . ' D i s a s t e r - R e c o v e r y P l a n s ' a r t i c u l a t e t h e m e a n s t o pr o t e c t organizations in case of such eventualities. Wipro offers a comprehensive solution that helps o r g a n i z a t i o n s f a c e a n y e v e n t u a l i t y o f t hi s k i n d a n d e n s u r e s that organizations recover smoothly from the disaster in the shortest possible time

The offering covers:

• S t u d y o f t h e e x i s t i n g I T I nf r a s t r u c t u r e s e t - u p a t v a r i o u s sites of the organization and of the existing disaster recovery practices. • Identification of threats to the services, arising out of the faults in IT products and services of the organization. • Conducting Risk Analysis and Business Impact Analysis ( B I A ) o f v a r i o u s t hr e a t s t o t h e r e s o u r c e s / f u n c t i o n s a n d categorizing the risks based on the impact. • Designing and recommending solutions to cover the resources from the threats (risks). • Implementation of the recommended solutions including hot sites, high availability solutions, networks and storage systems

EXECUTIVE PROFILE AZIM PREMJI

AZIM H PREMJI The Chairman of Wipro Corporation A n a l u m n u s o f S t a n f o r d U n i v er s i t y , U S A , M r . A z i m H P r e m j i joined Wipro in 1966 at the age of 21. Under his leadership, a Rs.70 million company in hydrogenated cooking fats has grown to a $500 million d i v e r s i f i e d , i n t e g r a t e d c o r p or a t i o n i n s e r v i c e s , t e c h n o l o g y products and consumer products with leadership positions in the businesses it is in. A role model for young entrepreneurs across the world, Mr. A z i m P r e m j i h a s i n t e gr a t e d t h e c o u n t r y ' s e n t r e p r e n e u r i a l tradition with professional management, based on sound values and uncompromising integrity.

M r . A z i m P r e m j i ' s s t r e n g t h l i e s i n b r i n gi n g t o g e t h e r a n d b u i l d i n g c h a r g e d t e a m s o f h i g h p o t e n t i a l , h i g h p er f o r m i n g p e o p l e . H i s v i s i o n a n d pr a g m a t i s m h a v e h e l p e d W i p r o Corporation become the 2nd most competitive and successful c o m p a n y i n I n d i a a s r at e d b y B u s i n e s s T o d a y , a l e a d i n g b u s i n e s s m a g a z i n e i n I n d i a . W i p r o i n t er m s of m a r k e t c a p i t a l i z a t i o n i s a m o n g t h e t o p 1 0 c o r p or a t i o n s i n I n d i a . Mr. Premji very strongly believes that the most important contributors to Wipro's success have been the articulations a n d f a i t h f u l a d h e r e n c e t o c o r e v a l u e s , a s h a r e d v i s i o n f or t h e f u t u r e , i d e n t i f i c a t i o n a n d d e v e l o p m e n t of W i pr o l e a d e r s t h r o u g h c l e a r l y d e f i n e d W i pr o l e a d e r s ' q u a l i t i e s . A hands-on business leader with standards of excellence in e v e r y t h i n g t h a t t h e c o r p or a t i o n d o e s , M r . P r e m j i i s a l m o s t fanatical about delivering value to customers and his w i l l i n g n e s s t o s a c r i f i c e b u s i n e s s a n d pr o f i t s t o h o l d o n t o "Our Promise". Mr. Premji was the prime mover behind Wipro's decision to achieve "Six Sigma" status. In his address to the top management of Wipro Corporation on May 2, 1997, he said, "The end objective of our 'customer-in' concept is that we w a n t t o b u i l d t h e v o i c e of t h e c u s t o m e r i n o u r p r o d u c t s a n d s e r v i c e s . T h i s i s o p p o s i t e t o t h e c o n c e p t of ' p r o d u c t - o u t ' , w h i c h i s t h e w a y t h e w or l d h a s b e e n o p e r a t i n g f or s o m e t i m e . " I n t h i s j o u r n e y o f a c h i e v i n g t h e n e a r d e f e c t - f r e e pr o d u c t s a n d services, Mr. Premji is very clear that as a world class organization, what Wipro needs to be concerned about is the process, not merely the results.

VIVEK PAUL

Vivek Paul is Vice Chairman of Wipro, Ltd. and the President of its Wipro Technologies Division, based in Mountain View, CA. W i p r o T e c h n o l o g i e s i s a g l o b a l i nf o r m a t i o n t e c h n o l o g y , product development/maintenance, and business process s o l u t i o n s p r o v i d e r w i t h o v er 1 8 , 0 0 0 e m p l o y e e s a n d o f f i c e s i n 3 0 l o c a t i o n s a r o u n d t h e w or l d . W i pr o T e c h n o l o g i e s c o n t r i b u t e s m o r e t h a n 9 0% of t h e p r o f i t a b i l i t y of W i p r o , L t d . , a $7b market cap corporation. Since assuming this role, revenues at Wipro Technologies h a v e g r o w n a t o v e r 4 5 % a y e a r a n d o p e r a t i n g pr o f i t s h a v e g r o w n a t o v e r 5 0 % a y e ar , c o m p o u n d e d , c a t a p u l t i n g i t i n t o t h e B u s i n e s s W e e k G l o b a l I n f ot e c h 1 0 0 , a n d a l l o w i n g a successful listing on the New York Stock Exchange. Mr. Paul brought a strong focus on values, building human capital and establishing leadership in quality processes. This focus transformed Wipro to become a leader in its field with the widest range of services, recognized quality leadership, a n d a t r a n s f o r m i n g w o r k f or c e t h a t w e n t f r o m c o d i n g t o

c o m p l e x p r o g r a m m a n a g e m e n t t o c o n s u l t i n g a n d ar c h i t e c t i n g . L e a d i n g a n a l y s t r e s e a r c h f i r m s G ar t n e r a n d M E T A r at e W i pr o a s t h e l e a d e r i n t h e o f f s h o r e a p p l i c a t i o n o u t s o u r c i n g m ar k e t a n d a h i g h q u a l i t y s o l u t i o n pr o v i d e r w h o h a s m o v e d u p t h e v a l u e c h a i n . R e c e n t l y B u t l e r Gr o u p , a r e s e a r c h f i r m f o c u s e d o n t h e I T m a r k e t , q u o t e d i n o n e of t h e i r r e p or t s t h a t - " W i p r o is well placed to compete with the largest players, having e s t a b l i s h e d a n e n v i a b l e r e p u t a t i o n f o r t h e q u a l i t y of i t s delivery and the value it brings to its business relationships". P r i o r t o t h i s r o l e , M r . P a u l w a s b a s e d i n M i l w a u k e e , WI , a n d r a n GE ' s G l o b a l C T ( C o m p u t e r i z e d T o m o g r a p h y) S c a n n e r business with nearly $1 billion in revenues, reporting directly t o t h e c u r r e n t C h a i r m a n of G E . M r . P a u l d r o v e p r o d u c t i v i t y through developing a design and build capability in China for t h e e c o n o m y r a n g e , dr o v e d e s i g n c o o p e r a t i o n a c r o s s development teams in France, Japan and the US to step up the pace of new product introductions, and launched breakthrough p r o d u c t s t h r o u g h t h e pi o n e e r i n g a p p l i c a t i o n o f S i x S i g m a techniques. This success was noted by the business bestseller book, Six Sigma. P r i o r t o t h i s r o l e , M r . P a u l w a s P r e s i d e n t a n d C E O o f GE ' s medical equipment joint venture with Wipro. Mr. Paul was part of the venture as a new start-up, to its becoming a global d e s i g n a n d m a n u f a c t u r i n g b a s e f or u l t r a s o u n d e q u i p m e n t , a s w e l l a s a l e a d e r i n t h e d i s t r i b u t i o n a n d s e r v i c e of m e d i c a l i m a g i n g e q u i p m e n t i n t h e S o u t h A s i a n m ar k e t s . H i s e f f o r t s i n a l l t h r e e r o l e s ( W i pr o , W i pr o G E a n d GE ) h a v e been noted in the business media (Business Week, Economist, Forbes, Fortune, NYT, WSJ, etc.) and have been used as case studies at leading business schools (Harvard, Wharton, Insead, etc.). A January 2003 segment in Business Week cited W i p r o a s " t h e l i v e w i r e i n I n d i a n h i g h t e c h " , a n d a F e br u a r y 2003 issue of Economist mentioned "Wipro aspires to be a g l o b a l f o r c e i n t h e I T i n d u s t r y " . F a s t C o m p a n y r e p or t e d a f t e r visiting Wipro in its February 2003 issue "there are certain m o m e n t s w h e n y o u c a n s e e t h e f u t ur e w i t h s u c h c l a r i t y t h a t i t nearly takes your breath away".

P r i o r t o w o r k i n g a t GE , M r . P a u l w o r k e d a t B a i n & C o . , Boston, a leading strategy consulting firm and at PepsiCo I n c . , P u r c h a s e , N Y i n t h e i r M & A ar e a . M r . P a u l r e c e i v e d a n MBA from University of Massachusetts at Amherst. He r e c e i v e d a B a c h e l o r of E n g i n e e r i n g d e g r e e f r o m B . I .T . S . , P i l a n i , I n d i a i n E l e c t r i c a l & E l e c t r o n i c s E n g i n e e r i n g , w h er e he was also Captain of the Swim and Waterpolo teams. Mr. Paul is a member of the Board of the California Chamber o f C o m m e r c e , a n d V i c e C h a i r m a n of i t s T e c h n o l o g y C o m m i t t e e . H e i s a m e m b e r o f t h e B . I .T . S S e n a t e , o n t h e advisory board of Stanford University's Radiology Department and a charter member of The Silicon Valley Indus Entrepreneurs Organization.

WIPRO INFRASTRUCTURE W i p r o i s g e a r e d f o r g l o b a l d e l i v er y w i t h o f f i c e s a n d development centers that span the globe.  Locations spanning the globe  27 offices worldwide  Over 1,450,000+ sq. ft. of development facilities  30 development centers worldwide  state-of-the-art communication facilities  Giga speed cabling - guaranteed 10MBPS to desktop

 30+ international links - data, voice and video  D a t a , v o i c e a n d vi d e o , I S D N b a c k - u p f o r f u l l redundancy. Wipro campuses are designed to provide c o m f o r t a b l e a n d pr o d u c t i v e w or k e n v i r o n m e n t s . I n addition to cutting-edge facilities, they feature workspaces that enable creative thinking and encourage p a r t i c i p a t o r y a n d pr o a c t i v e v a l u e s y s t e m s . W i p r o ’ s commitment to the environment and safety consciousness is reflected in their ISO 14001 certification. Business continuity Wipro provide multi-site services to global customers and have the relevant experience, processes and methodologies for a successful transition. Robust business continuity plans are in place for data, systems and people

WIPRO VISION IN 2008 Business Leadership A m o n g t h e t o p 1 0 I n f o r m a t i o n T e c h n o l o g y S er v i c e s companies globally and # 1 Information Technology company in India. Customer Leadership The #1 choice of the customer through innovative solutions and Six Sigma processes. People Leadership A m o n g t h e t o p 1 0 m o s t pr e f e r r e d e m p l o y e r s g l o b a l l y b y creating an environment of empowerment, intellectual challenge and wealth sharing. Brand Leadership Wipro Brand to be among the top 5 most admired brands in India

QUALITY AT WIPRO Quality consulting and software quality At Wipro, quality is like integrity - non-negotiable. Wipro pursue quality with a missionary zeal and have put in place robust processes to ensure that Wipro deliver quality with s i x - s i g m a c o n s i s t e n c y . V e l o c i - Q , o u r h o l i s t i c , e n t e r pr i s e w i d e q u a l i t y a p p r o a c h i n t e g r a t e s m ul t i p l e q u a l i t y p r o c e s s e s l i k e

Six Sigma, SEI CMM, PCMM and CMMi to deliver measurable business benefits with enhanced productivity upto 3 5 % , c o s t s a v i n g s u p t o 3 5 % a n d f a s t e r t i m e - t o - m ar k e t u p t o 75%.

Salient features of our quality program  M o s t m a t u r e S i x S i g m a pr o g r a m i n t h e i n d u s t r y- e n s u r e s that 91 % of our projects are completed schedule, much a b o v e t h e i n d u s t r y a v e r a g e of 5 5 %  Worlds first company to be awarded PCMM Level 5 and CMMI Level 5  World’s first SEI CMM ver 1.1 Level 5 software services company  Defect preventation-post release defect rates at less than 0.2 per KLOC, amongst the lowest in the industry  C y c l e t i m e r e d u c t i o n d u e t o l o w er r e w o r k r a t e  C o s t o f f a i l u r e a v o i d a n c e a n d h i g h pr o j e c t v i s i b i l i t y

What it means for customers The assurance that quality will never be compromised be it product, process or service quality. That's why Wipro is p r e f e r r e d p a r t n e r f o r g l o b a l l e a d e r s s u c h a s T h om a s C o o k , nPower, Home Depot, Seagate, Lucent, Nokia, Eastman C h e m i c a l s a n d 3 0 0 o t h er s

CHAPTER-3

RESEARCH METHODOLOGY

Meaning of Research Redman and Mory define research as a “systemized effort to gain new knowledge.”

Some

people

consider

research

movement from the known to the unknown.

as

a

movement,

a

Research is an academic activity and as such the term should be used in

a

technical

sense.

According

to

Clifford

Woody,

research

comprises defining and redefining problems, formulating hypothesis or suggested solutions; collecting, organizing and evaluating data; making deductions and reaching conclusions; and at last carefully testing the conclusions to determine whether they fit the formulating hypothesis.

Objectives of Research The purpose of research is to discover answers to questions through the application of scientific procedures. The main aim of research is to find out the truth which is hidden and which has not been discovered as yet. Though each research study has it’s own specific purpose but the research objectives can be listed into a number of broad categories, as following:-

1. To gain familiarity with a phenomenon or to achieve new insights into it. Studies with this object in view are termed as exploratory or formulative research studies. 2. To

portray

accurately

the

characteristics

of

a

particular

individual, situation or a group. Studies with this object in view are known as descriptive research studies. 3. To determine the frequency with which something occurs or with which it is associated with something else. Studies with this object in view are known as diagnostic research studies. 4. To test a hypothesis of a casual relationship between variables. Such studies are known as hypothesis-testing research studies.

Significance of Research “All

process

overconfidence,

is

born for

it

of

inquiry.

leads

to

Doubt

inquiry

is

often

and

better

inquiry

leads

than to

invention.” Is a famous Hudson Maxim in context of which the significance of research can well be understood. Increased amounts of research make progress possible. Research inculcates scientific and inductive thinking and it promotes the development of logical habits of thinking and organization. The role of research in several fields of applied economics, whether related to business or to the economy as a whole, has greatly increased in modern times. The increasing complex nature of business and government has focused attention on the use of research in solving operational problems. Research, as an aid to economic policy, has gained added importance, both for government and business.

Research Methodology Research methodology is a way to systematically solve the research problem. It may be understood as a science of studying how research is done scientifically. In it we study the various steps that are generally adopted by a researcher in studying his research problem along with the logic behind them. It is necessary for the researcher to know not only the research methods or techniques but also the methodology.

Data Collection Source Information

was

collected

through

both

primary

and

secondary

sources. Primary Data: In some cases the researchers may realize the need for collecting the first hand information. As in the case of everyday life, if we want to have first hand information or any happening or event, we either ask someone who knows about it or we observe it ourselves, we do the both. Thus, the two method by which primary data can be collected is observation and questionnaire. Secondary Data: Any data, which have been gathered earlier for some other purpose, are secondary data in the hands of researcher. Those data collected first hand, either by the researcher or by someone else, especially for the purpose of the study is known as primary data. The data collected for this project has been taken from the secondary source. Sources of secondary data are :•

Internet

•

Magazines

•

Publications

•

Newspapers

•

Brouchers

LIMITATIONS •

The data is collected from secondary source due to lack of time for preparing the project.

•

The data is not 100% accurate.

CHAPTER-4

SERVICES OFFERED BY WIPRO LTD.

IT services • • • • • • • • •

Application Development & Maintenance Architecture Consulting Business-t0-employee(B2E) solution Business intelligence &data warehousing Business Process Management (BPM) Content Management Customer relation ship management (CRM) E-Business Enterprise resource planning (ERP)

• • • • • • •

E-procurement & b2b Marketplaces Enterprise security Package selection and implementa tion System integration Supply chain management Enterprise application integration Technology infrastructure services

IT SERVICE OFFERING BY WIPRO  Application Development & Maintenance Designing and developing innovative solutions is Wipro’s forte. With 15 years of experience in application development, Wipro creative ideas, proven frameworks and experienced professionals deliver ground-up, but state of the art software solution s that address customer needs. Wipro combines best-of-breed

technologies with the still- valuable components of legacy systems to help its customers accomplish business goals. Wipro services in these areas are focussed on: Application development Migration and Customization Enterprise Application Integration Application maintenance Application development

this includes Turnkey web based, client server and wireless application development and enhancements to legacy applications M i g r a t i o n a n d Cu s t o m i z a t i o n .

This includes: • Version upgrade services, • Database migration, • Language migration, • Reengineering, • Functionality upgrades • Porting Enterprise Application Integration

Enterprise Application Integration (EAI) creates a unified electronic business environment across the extended enterprise, integrating existing applications with business processes, even as it enables seamless interaction between customers, partners and suppliers.

Wipro has developed powerful EAI systems integrate business strategy with technology

that

Application maintenance

Wipro offers its clients, 24x7 application sustenance and enhancements. They have over 10 years of experience in remote maintenance of IBM mainframe and Client/Server application s. Our 5000-person year’s expertise covers a wide range of applications, which are remotely maintained through Offshore Development Centers in India.  Architecture Consulting To deliver the expected returns to a business, IT initia tive s need to be in synergy with an organizations strategic objectives. Wipro's Enterprise Information Architecture services help clients assess different technology strategie s so that organizations are able to align their technology initia tives with their business strategy. These services support an organizations IT initia tive by providing strateg ic, architectural, operational and implementa tion planning. WeAVe Methodology

Wipro with its proven experience has developed WeAVe, a unique methodology that helps enterprises to align their IT objectives with business goals. Wipro's Evolve / Architect / Validate (WeAVe) process model represents the typical base methodology used in the consulting engagements with clients. This is a proven methodology that brings in the best practices in the

technology areas as well as optimizes the cost factors by its ability to offshore a lot of work in different phases

The Wipro Solution

 Business-t0-employee(B2E) solution

W i p r o ’ s B 2 E S e r v i c e s h e l p o r g a n i z at i o n s e s t a b l i s h a n a g i l e c o l l a b o r a t i v e w o r k f o r c e t o e n h an c e p r o d u c t i v i t y

Competing in a global knowledge economy, organizations t o d a y a r e l o o k i n g t o d e l i v e r e n a b l i n g s e r v i c e s f or a g i l e workforce management. Wipro, help you do just that with Self-Service, Collaboration and Knowledge Management. M a n y o r g a n i z a t i o n s a c r o s s g e o gr a p h i e s h a v e b e n ef i t e d f r o m t h e i r B 2 E S e r v i c e s w i t h r e d u c e d o p er a t i n g c o s t s , s t r e a m l i n e d p r o c e s s e s a n d e n h a n c e d e m p l o y e e p r o d u c t i v i t y . F or i n s t a n c e , W i p r o h e l p e d a l a r g e u t i l i t i e s or g a n i z a t i o n i n t h e U K w i t h a backend independent B2E solution to streamline and webenable their existing people processes to improve employee productivity.

Backend Independent B2E solution to streamline existing processes The Customer O n e o f t h e l a r g e s t u t i l i t i e s or g a n i z a t i o n i n t h e U K , t hi s o r g a n i z a t i o n , w i t h a b o u t 1 4 , 0 0 0 s t r o n g w or k f o r c e w or l d w i d e , w a s l o o k i n g t o a u t o m a t e t h e i r p e o p l e pr o c e s s e s t hr o u g h employee and manager self-service. They had not decided on w h e t h e r t o u p g r a d e e x i s t i n g P e o p l e S o f t i m p l e m e n t a t i o n or move to SAP ERP

The Challenge I n t h e o r g a n i z a t i o n , s o m e o f t h e p r o c e s s e s w er e p er f o r m e d m a n u a l l y w h i l e f e w o t h er s w e r e a u t o m a t e d t hr o u g h d i s p a r a t e systems in different departments. Understanding current business processes was difficult due to lack of documentation. T h e p r o p o s e d s o l u t i o n h a d t o s u p p o r t di f f er e n t o p e r a t i n g s y s t e m s e x i s t i n g . T h e r e w a s a t o t a l l a c k of o w n e r s h i p of d a t a d u e t o p o o r i n t e g r a t i o n a n d d i f f e r e n t v e n d or s s u p p o r t i n g different applications Moreover, managing a cultural change i n t h e w a y e m p l o y e e s w o r k e d – s o m e of t h e e m p l o y e e s h a d

b e e n u s i n g e x i s t i n g s y s t e m o r m a n u a l p r o c e s s e s f or m or e t h a n 15-20 years - was a challenge.

The Solution T h e I T a n d H R t e a m s f r om t h e c u s t o m e r or g a n i z a t i o n evaluated a number of best of breed solutions available in the m a r k e t a n d f i n a l l y s e l e c t e d i - D e s k f or e - E n a b l i n g t h e i r p e o p l e processes over others because of some apparent advantages iDesk would provide them. Organization could go for a phased deployment with i-Desk b a s e d o n o p e n s t a n d a r d s a n d p r o v e n s t a t e of t h e a r t t e c h n o l o g i e s (J2EE, XML, JMS, JCA) I-Desk provided independence from the backend ERP – integration was achieved using asynchronous batch updates giving the organization the flexibility to change backend ERP any time without affecting self-service applications. Customized user interface enabled the organization to retain its c o r p o r a t e i n t r a n e t l o o k a n d f e e l a n d e nf o r c e d c o r p or a t e branding. i - D e s k l e v e r a g e d e x i s t i n g i nf r a s t r u c t u r e s u c h a s L o t u s b a s e d m a i l i n g s y s t e m f o r n o t i f i c a t i o n s a n d L D AP f or u s e r authentication.

 Business intelligence &data warehousing W i p r o ’ s s u c c e s s s t o r i e s i n t h e ar e a of B u s i n e s s I n t e l l i g e n c e and Data Warehousing span a wide spectrum of solutions and o r g a n i z a t i o n s . T h e i r t e a m r e p r e s e n t s a p o o l of d i v er s e technology skill sets including Data Acquisition, Data Quality, Data Modeling, Meta Data Repository, Data Management, Data Mining and OLAP. W i p r o o f f e r o u r c u s t o m e r s t h e a d v a n t a g e of a r i c h p o r t f o l i o o f reusable frameworks, including e-business intelligence, CRM Data Warehouse,

Enterprise BI Consulting, ERP Analytics Managed Services, Re-engineering S u p p l y Ch a i n I n t e l l i g e n c e , Teradata

e-business intelligence cybermine C y b e r m i n e i s a c o m p r e h e n s i v e f r a m e w o r k t h a t e n a b l e s eb u s i n e s s i n t e l l i g e n c e f or or g a n i z a t i o n s . I t pr o v i d e s p o w e r f u l business insights and helps them build lasting relationships with customers. C y b e r m i n e o f f e r s a f r a m e w o r k a n d m e t h o d o l o g y f or · • Data Cleaning and ETL • Data Access, Analysis and Reporting • Integration with external data and business databases Cybermine's features include: e - c u s t o m e r A n a l y t i c s : Or g a n i z a t i o n s a r e p r o v i d e d w i t h a precise, 360 degree view of online customers. Customers are profiled based on their demographics, browsing behavior, p u r c h a s e h i s t o r y , e t c . T hi s h e l p s i n t h e m e a s u r e m e n t o f c u s t o m e r a t t r i t i o n r a t e , c u s t o m e r p r of i t a b i l i t y , e t c . e-marketing and e-sales: This feature allows organizations to develop focused marketing strategies to target customers effectively. Target marketing is enabled through analyses of market segmentation, cr o s s - s e l l / u p - s e l l o p p or t u n i t y identification, lead qualification, measurement of online campaign effectiveness, prediction of customer propensity to b u y , s h o p p i n g c a r t a n a l y s i s f o r pr o d u c t / c a t e g o r y m a n a g e m e n t a n d m e a s u r e m e n t o f s a l e s or g a n i z a t i o n p er f o r m a n c e .

e - s e r v i c e s : T h i s f e a t u r e a i m s a t pr o v i d i n g t h e a n s w e r t o t h a t vital question: How effective is my e-business? This is e f f e c t e d t h r o u g h a n a l y s e s o f t h e e f f e c t i v e n e s s o f o nl i n e s e r v i c e s , m e a s u r e m e n t of c u s t o m e r s a t i s f a c t i o n l e v e l s , analysis of customer complaints, etc. e - p e r s o n a l i z a t i o n : T h i s a l l o w s t h e d e f i ni t i o n o f i n t e l l i g e n t rules that are used to personalize content based on visitors' browsing behavior. S i t e M a n a g e m e n t : T h i s pr o v i d e s a s e t o f a n a l y s e s t h a t provide insights into web site activity. This in turn helps i m p r o v e w e b s i t e e f f e c t i v e n e s s a n d m a n a g e f u t ur e g r o w t h .

CRM datawarehouse A customer centric data warehouse that provides a unified view of customer data is the backbone of any successful CRM application T h e i r C R M D a t a W a r e h o u s e s o l u t i o n c o m b i n e s o ur e x p e r t i s e in CRM with extensive experience in Data Warehousing. Their analytical CRM Data Warehouse solution framework offers the following: • Integrated customer views across applications, channels, geographies • S o l u t i o n a r c h i t e c t ur e i n c l u d i n g O D S a n d c u s t o m e r centric data warehouses to handle synchronous and asynchronous touch points • Focus on Data Cleansing, Match & Merge and ETL to integrate customers • Customer centric data model to capture and track customer product holding, product usage, contact history and events

• A well defined process model for design, development and implementation • P h a s e d i t e r a t i v e i m pl e m e n t a t i o n m e t h o d o l o g y S o m e k e y a p p l i c a t i o n s s u p p o r t e d b y t h i s f r a m e w o r k ar e : • I n t e g r a t e d v i e w o f t h e c u s t o m e r ( i r r e s p e c t i v e of t h e d i f f e r e n t s o u r c e s o f i nf o r m a t i o n) • Campaign Performance Analysis • Customer Segmentation Analysis • Customer Churn Prediction • Customer Loyalty Analysis • Customer Profitability Analysis • Cross-selling and Up-selling

Enterprise BI Consulting

The ability to make fast, reliable decisions based on accurate and usable information is essential to most business e n t e r p r i s e s . W i p r o ’ s E n t e r pr i s e B I ( B u s i n e s s I nt e l l i g e n c e ) Consulting provides integrated solutions that empower k n o w l e d g e w o r k e r s t o a c c e s s d a t a f r om e x i s t i n g pr o d u c t i o n databases and applications across the enterprise using the p o w e r o f a d v a n c e d d a t a w ar e h o u s i n g a n d d e c i s i o n s u p p o r t solutions and services. Building an effective BI solution involves a considerable amount of effort to ensure usability and value to the business e n t e r p r i s e . A t W i p r o w e u n d e r s t a n d t h i s m or e t h a n a n y o n e e l s e a n d m a k e c e r t a i n t h a t o ur B I s o l u t i o n s ar e a l i g n e d w i t h t h e b u s i n e s s v i s i o n o f t h e e n t e r pr i s e . W e d o t h i s t hr o u g h t h e BI Consulting framework which provides a roadmap, wherein we Assess, Strategize and finally Architect solutions that m i n i m i z e p r o j e c t t i m e f r a m e s w h i l e a d d r e s s i n g cr i t i c a l b u s i n e s s n e e d s . W i p r o a l s o o f f e r s r e- e n g i n e e r i n g s e r v i c e s o f the BI architecture and optimization. Business Benefits: • Hard savings via Data Mart consolidation and using a c o m m o n E B I / E D W i n f r a s t r u c t ur e . • I m p r o v e d b u s i n e s s i n f or m a t i o n a c c e s s f o r d e c i s i o n m a k i n g b y p r o v i d i n g s t r e a m l i n e d i nf o r m a t i o n f l o w . • R e d u c e d T o t a l C o s t of O w n e r s h i p ( T C O ) , t h er e b y increasing the Return on Investment (ROI).

• P r o v i d e s a p l a t f o r m f or t h e C o r p o r a t e P er f or m a n c e Management (CPM) initiatives like Balanced Scorecard and Integrated Analytics. V a l u e D e l i v e r y f r o m W i pr o : • Full-time, dedicated consultants and architects s p e c i a l i z i n g i n E nt e r p r i s e B I C o n s u l t i n g & E BI / E D W Architecting. • Vast experience in consulting, ar c h i t e c t i n g , implementing and managing large BI/DW projects across industries. • Comprehensive Framework for Consulting and Architecting • Re-Usable Artifacts (guidelines, templates, questionnaire) • Architecture Best Practices • Seamless integration of Consulting & Integration Services • Rich Experience in • End-to-end implementation of E n t e r pr i s e Data Warehouse • Enterprise Data Modeling • Enterprise Metadata Management

ERP Analytics How do you maximize the ROI from your ERP system? The a n s w e r t o t h i s q u e s t i o n m i g h t j u s t l i e o u t s i d e y o u r E RP system. The answer lies in a system that provides faster and c o n s o l i d a t e d v i e w o f e n t e r pr i s e - w i d e I n f or m a t i o n a n d p a c k s in the ability to flexibly analyze it. Data Warehousing provides the answers with an application environment c o n s i s t i n g o f a d e d i c a t e d d a t a b a s e dr a w i n g o n d i v e r s e d a t a s o u r c e s , d e s i g n e d t o s u p p o r t a d v a n c e d q u er y a n d a n a l y s i s capabilities. Wipro offer the ERP Data Warehouse solution to integrate s t r a t e g i c i n f o r m a t i o n f r o m E RP , l e g a c y s y s t e m s , a n d e x t er n a l data sources into a robust decision support environment.

Wipro Offerings • Process model for building and implementing the ERP data warehouse solution • Customized solutions using leading data warehousing t o o l s a n d E R P pr o d u c t s u i t e s l i k e S A P B u s i n e s s Information Warehouse The Wipro Advantage • Flexible, cost-efficient and surefire ERP analytical s o l u t i o n b a s e d o n s t r o n g d a t a w a r e h o u s i n g a n d E RP fundamentals • High performance, scalable and extensible solution through best-of-breed technologies and robust architecture • F a s t e r d e v e l o p m e n t t hr o u g h a n e s t a b l i s h e d f r a m e w o r k f o r i m p l e m e n t a t i o n o f E R P d a t a w a r e h o u s e pr o j e c t s • Leveraging our technology relationships with leading p l a y e r s l i k e S AP , O r a c l e , I n f or m a t i c a , C o g n o s , e t c .

Managed services B I & D W M a n a g e d S e r v i c e s f r o m W i p r o: The need for Managed Services I n a s h o r t s p a c e o f t i m e , m a n y or g a n i z a t i o n s h a v e r e a l i z e d t h e s t r a t e g i c b u s i n e s s r e w a r d s o f p l a c i n g a l l o r p ar t o f t h e i r I T function and Business Processes into the hands of a specialist Managed Services supplier. This allows them to concentrate on what they know best - their core business and how to maximize performance while minimizing costs. Managed Services has become central to the business strategy of many o r g a n i z a t i o n s a n d a l l t o o of t e n d e f i n e s h o w w e l l a c o m p a n y can compete in the global market place. One of the key areas where many customers are looking for IT support is in the a r e a o f D a t a W a r e h o u s i n g & B u s i n e s s I n t e l l i g e n c e . W i t h o ur e x t e n s i v e e x p e r i e n c e i n d a t a w ar e h o u s i n g a p p l i c a t i o n s a n d infrastructure management, we have leveraged on the skill s e t s a c q u i r e d t o o f f e r c l i e n t s D W & B I M a n a g e d S e r vi c e s . Some of the highlights of these services are: • Wipro provides safe, reliable solutions that suit, transform and add value through efficient use of technology to deliver tangible business benefits to its customers • Service Level Agreement based contracts that share commercial risk as well as rewards • F o r m p a r t n e r s h i p s t h a t p r o vi d e a l o g i c a l w a y f or w a r d – working with customers towards a shared vision and objective • R e d u c t i o n o f t o t a l c o s t o f o w n er s h i p . • Flexible execution models – onsite, of f s i t e , onsite/offsite-offshore • Well-defined processes to manage transition and ongoing management Wipro’s delivery strength: • 325 consultants in the DW&BI space.

• Proven track record ( 50 + satisfied customers) combined w i t h a g l o b a l p r e s e n c e m a k e s u s a f a v o r e d p a r t n er i n p r o v i d i n g B I & D W M a n a g e d S er v i c e s • Reduction in total cost of ownership by consistently improving productivity. • S c a l a b l e s o l u t i o n t o m e e t t h e f u t ur e d e m a n d a n d c a p a c i t y • Strong relationships with hosting partners • Vast expertise in remote management of IT infrastructure along with application development makes us a one stop shop for many a customer. • Wipro’s large pool of talent helps in ensuring a quick ramp up for the customer. • Domain specific DW&BI teams. • Ready to use frameworks; this will help in bring down the cost, effort and timelines. • Wipro has tied-up major BI/DW tool vendors; this helps in bring down the cost of the tools and getting good quality technical support. • S o l i d S u p p o r t L e v e l A gr e e m e n t ( S L A ’ s ) t o pr o v i d e quality service

Re-engineering Organizations are increasingly feeling the need to make their Business Intelligence applications "current". This allows these applications to be used to analyze, manage, manipulate and effectively control how businesses disseminate and leverage information to competitive advantage. Wipro’s services for re-engineering of Data warehousing / Business Intelligence applications include: • Study of existing Data Warehouses / Data Marts • Gap Analysis • Technology / Tools evaluation and recommendation • R o a d m a p f o r r e - a r c h i t e c t u r e / r e- e n g i n e e r i n g s e r v i c e s • Architecture and implementation of the solution

T h e i r d e l i v e r a b l e s i n c l u d e t h e f o l l o w i n g: • Refining the Data Warehouse / Data Mart architecture and Data Model • Introducing data from new source systems to existing Data Warehouses / Data Marts • Building a systematic process for explicit capture and management of Metadata • Integrating geographically spread data warehouses on the s a m e o r d i v e r s e p l a t f o r m s i n t o a n E n t e r pr i s e D a t a Warehouse • I n t e g r a t i o n o f e x t e r n a l v e n d or s u p p l i e d d a t a w i t h t h e customer's Data Warehouse / Data Mart • Integration of various data (CRM, Web, ERP, Legacy data) into existing Data Warehouse / Data Mart • Migration and implementation services • Performance tuning and upgrades

Supply chain intelligence Application of BI to various Supply Chain Management (SCM) functions and product life cycles on a strategic scale t o o p t i m i z e t h e r e s u l t s of t h e s e f u n c t i o n s b y m e a n s o f e n h a n c i n g t h e a b i l i t y t o pr o d u c e c o s t e f f e c t i v e pr o d u c t s . Leading ERP and SCM systems have been proven useful in a u t o m a t i o n o f t r a n s a c t i o n r e l a t e d p r o c e s s e s of t h e s u p p l y chain, however these systems have not provided the ability to adequately analyze the operational effectiveness across the supply chain. Current day supply chains are extremely complex environments whose operating state can affect c o m p a n y ' s a b i l i t y t o o p e r a t e e f f e c t i v e l y a n d pr o f i t a b l y . It has become essential to closely examine and measure the effectiveness of supply chain processes in taking intelligent d e c i s i o n s . S u p p l y Ch a i n I n t e l l i g e n c e ( S C I ) o f f e r s t h e mechanisms that facilitate this view. SCI requires the ability to analyze products, processes, components, and materials. This demands a data integration infrastructure, which provides capability to extract, transform a n d l o a d d a t a a c q u i r e d f r o m m u l t i pl e e n t er p r i s e s o u r c e s l i k e : • ERP source data

• • • • • • • • • • •

SCM source data CRM source data Customer data Supplier data Product manufacturing / testing data Quality management data Shop floor manufacturing data sources Legacy system data sources Data from online industry trading exchanges Market places & auction D e m o g r a p h i c s a n d m a r k e t i n g d a t a p ur c h a s e d f r o m t h i r d party data suppliers. Wipro's consulting framework for SCI includes c o n c e p t u a l i z i n g , a r c h i t e c t i n g a n d i n t e gr a t i n g s o l u t i o n s . T h e service spectrum includes • Data Cleaning and ETL, Data Access, • Analysis and Reporting, • Integration with external data and business databases, • Determination of Key performance indicators. A p a r t f r o m t h e s e s e r v i c e o f f er i n g s W i pr o a l s o h e l p c u s t o m e r s in strategizing for real-time closed loop analytical i n f o r m a t i o n a i d i n g b u s i n e s s pr o c e s s o p t i m i z a t i o n a n d intelligent decision-making. TERADATA Teradata Solutions H o w d o y o u t r a d e o f f b e t w e e n s c a l a b i l i t y a n d p er f o r m a n c e issues as Data Warehouse size grows from Gigabytes to Terabytes? T h e a n s w e r l i e s i n W i p r o ' s s o l u t i o n of f er i n g i n T e r a d a t a D a t a W a r e h o u s i n g . I t i s a u n i q u e b l e n d o f W i pr o ' s e x p e r t i s e i n Business Intelligence solutions and the power of the Teradata D a t a b a s e , w h i c h o f f e r s a h i g h d e gr e e o f p a r a l l e l i s m , u s e s a standard access language for complex query performance and promises a simplified administration for all mission critical applications.

Services Wipro’s spectrum of Services in Teradata Data Warehousing i s a t e s t i m o n y t o t h e i r e x t e n s i v e e x p er t i s e i n a r c h i t e c t ur e , design and implementation of Data Warehousing solutions, using the Teradata platform. These Include: • Data Warehouse Planning Services • D a t a W a r e h o u s e D e s i g n a n d I m p l e m e n t a t i o n S er v i c e s • D a t a W a r e h o u s e U s a g e , S u p p or t a n d E n h a n c e m e n t Services • Tool evaluation & recommendation for Teradata Data Warehousing The Wipro Advantage: • Road map for Data Warehousing implementation using Teradata • Harnessing our technology relationships & alliances with l e a d i n g v e n d o r s l i k e Or a c l e , I n f o r m a t i c a , C o g n o s , Microstrategy etc. • V a l u e f o r m o n e y s o l u t i o n o f f e r i n g s b a s e d o n o ur extensive experience in Data Warehousing & Business Intelligence field • Migration services from other Databases to Teradata • A t e a m o f T e r a d a t a C e r t i f i e d P r of e s s i o n a l s

 B U S I N E S S P R O C E S S M A N A G E M E N T ( BP M ) Wipro's Business Process Management Framework A n or g a n i z a t i o n s a b i l i t y t o a d a p t t o f a s t c h a n g i n g b u s i n e s s requirements and its ability to optimize turnaround times defines its competitiveness. Increasingly Global operations m a k e b u s i n e s s p r o c e s s e s m or e c o m p l e x a n d or g a n i z a t i o n m a n a g e m e n t m o r e c h a l l e n g i n g . T r a d i t i o n a l b u s i n e s s pr a c t i c e s n e e d t o k e e p p a c e a n d u p gr a d e w i t h n e w l y e v o l v i n g b u s i n e s s models to meet time and logistic constraints such as reduced d e l i v e r y t i m e s a n d h i g h er c u s t o m e r s e r v i c e l e v e l s . Business process automation holds the key to lowering the cost

o f d o i n g b u s i n e s s , e n h a n c i n g pr o d u c t i v i t y a n d t o s e r v i n g a widely distributed and fragmented customer base. Two basic features of a Business Process Automation system are that it i n c r e a s e s c o n t r o l o v e r t h e b u s i n e s s f l o w a n d i n cr e a s e s t h e accountability of the system. A B u s i n e s s P r o c e s s A u t o m a t i o n / W o r kf l o w s o l u t i o n h ol d s t h e k e y t o s h a r i n g w o r k a n d i n f or m a t i o n s e a m l e s s l y w i t h p a r t n er s , vendors, external customers and internal customers alike. Global Operations and synchronization across geographies can be made faster by consistent and well managed processes. A comprehensive Business Process Automation and Management solution leverages the legacy systems, integrates with external a p p l i c a t i o n s a n d i n t e g r a t e s w i t h b e s t o f t h e b r e e d pr o d u c t s f or that Industry. Wipro's Flow-briX is a comprehensive Business Process Management and Analysis framework. Highly customizable and extendible, Flow-briX is a framework not just to enhance p r o c e s s e f f i c i e n c y i n y o ur o r g a n i z a t i o n b u t r e l a t e i t t o t h e larger goals of customer service, cost reduction and a d a p t a b i l i t y . F l o w- b r i X b e i n g a f r a m e w o r k c a n b e e m p l o y e d t o build customized solutions at the cost of buying one from the market.

 CONTENT MANAGEMENT W i t h t h e g l u t o f i n f o r m a t i o n e n t e r pr i s e s h a v e , ef f e c t i v e Content Management and the use of Portals have become very c r u c i a l i n m a i n t a i n i n g a u n i f or m f l o w of r e l e v a n t i n f or m a t i o n . K e e p i n g t h i s i n m i n d , W i pr o h a s e s t a b l i s h e d a C o m p e t e n c y C e n t e r t o o f f e r e - b u s i n e s s S ol u t i o n s f or E n t e r p r i s e P or t a l s , Content Management, Document management, Workflow and Knowledge Management. W i p r o h a s e x e c u t e d a n u m b e r o f pr o j e c t s a n d h a s p ar t n e r s h i p s with the portal and content mngt. Technology providers including Interwoven, Documentum, Vignette, Divine, F i l e N e t , P l u m t r e e , B r o a d V i s i o n , AT G D y n a m o , B E A W e b l o g i c , I B M W e b s p h e r e s u i t e , i P l a n e t P or t a l S er v e r a n d

B E A W e b l o g i c . T h e s e a l l i a n c e s c o m b i n e W i pr o ' s e - B u s i n e s s consulting and industry expertise with that of the partner's. W i t h t h e b u s i n e s s a n d t e c h n i c a l e x p er i e n c e g a i n e d , W i p r o ' s E P & C M g r o u p o f f e r s c o m p l e t e " e n d - t o- e n d " p o r t a l c o n s u l t i n g and CM services, including on-site business and technical n e e d s a s s e s s m e n t , d e v e l o p m e n t a n d i n t e gr a t i o n s e r v i c e s , a n d partial and total outsourcing of application implementation, maintenance and migration.

 Customer relationship management (CRM) W i p r o ’ s C R M s o l u t i o n s h e l p c u s t o m e r s a d d r e s s a v a r i e t y of CRM implementation issues in areas like customer retention, a c c o u n t m a n a g e m e n t , c a m p a i g n m a n a g e m e n t or c a l l c e n t e r interactions, and devise strategies to increase revenue, productivity and customer satisfaction. These strategies are then brought to life by carefully choosing the right package s o l u t i o n , o r c h e s t r a t i n g a p i n p oi n t e x e c u t i o n , a n d pr o v i d i n g post go-live support and end user training. Wipro’s technology practices focused on solutions like SAP, O r a c l e , S i e b e l a n d C l a r i f y e n a b l e t h e m t o p r o vi d e b e s t - o f breed application development services for rapid and precise C R M i m p l e m e n t a t i o n . C o m b i n e t h i s w i t h W i p r o’ s e x p e r i e n c e in understanding industry verticals and customer care p r o c e s s e s , a n d y o u h a v e t h e i d e a l p ar t n e r t o d e l i v e r t h e elusive ROI on your CRM investments.

 E-BUSINESS Wipro

e-Business: Connecting Business returns

IT

Investments

with

T o b e t t e r s e n s e a n d r e s p o n d t o t h e n e e d s o f y o ur c u s t o m e r s , o r t h r e a t s f r o m y o u r c o m p e t i t or s , y o u ' l l n e e d h e l p f r om partners who understand your business processes, your

i n d u s t r y , a n d t h e u n i q u e o p p or t u n i t i e s a n d c h a l l e n g e s y o ur business faces. The on demand environment requires simultaneous speed and power-on a limited budget. Wipro's e-Business solution suite have helped many fortune 1000 organizations realize their vision and at the same time optimize existing resources, reduce costs and maximize r e v e n u e . D i s c o v e r h o w L a t t i c e gr o u p s u b s i d i a r y 1 8 6 k b e c a m e t h e f i r s t t e l e c o m s e r v i c e pr o v i d e r i n U K t o d e l i v e r w e b enabled telecom services using Wipro's comprehensive eBusiness solution services.

ENTERPRISE RESOURCE PLANNING(ERP) W i p r o ' s s o l u t i o n s i n E n t e r pr i s e R e s o u r c e P l a n n i n g ( E R P ) h e l p you in automating the enterprise, and speeds up transactions across the organization. These solutions are typically i n t e g r a t e d w i t h S u p p l y C h a i n , H R a n d P a y r ol l s y s t e m s , E procurement, E-Commerce and CRM applications. We c o m b i n e a n i n t e g r a t e d s o l u t i o n s a p p r o a c h , e x p e r i e n c e d pr o j e c t teams, offshore delivery, and strong technology practices in s o l u t i o n s l i k e S A P , Or a c l e , P e o p l e s o f t a n d B a a n . Wipro's emphasis on best practices like ASAP for SAP R/3 Implementation and AIM for Oracle applications, business process expertise, and commitment to quality as testified by Wipro's SEI-CMM Level 5 status, have made them first choice for leading organizations around the globe.

 E-PROCUREMENT & B2B MARKETPLACES

Wipro's E-procurement and E-marketplaces group focuses on providing e-procurement services and e-marketplace solutions t h a t i m p r o v e t h e e f f i c i e n c y of I n d i r e c t G o o d s P r o c ur e m e n t o r MRO Procurement. It also enables Internet solutions for m a r k e t m a k e r s t o p r o v i d e a c o m m o n p l a t f or m f or b u y e r s a n d s e l l e r s t o r e d u c e p u r c h a s i n g c o s t s a n d s h a r e ot h e r v a l u e a d d e d offerings like payment services, logistics, and fulfillment. A s a C e r t i f i e d Ar i b a S y s t e m s I n t e g r a t or ( C A S I ) p a r t n e r of A r i b a , W i p r o h e l p s t h e i r c l i e n t s f or m u l a t e a n d i m p l e m e n t a s t r a t e g y t o a c h i e v e c o s t - s a v i n g s f or i n i t i a t i v e s i n t h i s a r e a . Wiprio provide them with a complete solution framework that p e r f e c t l y r e l a t e s t o t h e i r i n d i vi d u a l p a i n ar e a s . A l s o i n t r i n s i c i n t h e i r a p p r o a c h i n t h e pr e c i s e r o a d m a p t h a t s t a r t s f r o m c u s t o m i z e d p r o t o t y p e d e v e l o p m e n t a t W i p r o’ s of f s h o r e C o E , f o l l o w e d b y r i g o r o u s a s s e s s m e n t of c u r r e n t e n v i r o nm e n t , going right through to implementation and post implementation support.

 ENTERPRISE SECURITY WiproWebsecure™, a leading application security provider, is a n i d e n t i t y a n d p e r m i s s i o n i nf r a s t r u c t u r e p r o d u c t t h a t of f e r s a w h o l e r a n g e o f a p p l i c a t i o n s e c u r i t y f e a t ur e s a n d h e l p s o r g a n i z a t i o n s l e v e r a g e a s t r o n g r e t ur n o n t h e i r t e c h n o l o g y i n v e s t m e n t s . W i p r o W e b s e c u r e ™ a l s o e n a b l e s or g a n i z a t i o n s t o protect their web applications, services and online t r a n s a c t i o n s w i t h c u s t o m e r s , p a r t n e r s , v e n d or s a n d e m p l o y e e s . Reckoned as one of the most reliable, available and s e r v i c e a b l e s o l u t i o n a v a i l a b l e t o d a y , W i pr o W e b s e c u r e ™ h a s b e e n t h e c h o s e n s o l u t i o n of e n t e r pr i s e s a c r o s s t h e g l o b e i n a wide range of industries.

PACKAGE SELECTION AND IMPLEMENTATION Choosing the Right Package suited to your need can be a tough nut to crack. Equally vexing is package implementation t h a t c a n b e e x p e n s i v e a n d t i m e- c o n s u m i n g . W i p r o g ui d e s y o u

through effective decision- making through p a c k a g e evaluation and selection and then implement it seamlessly to achieve desired benefits. Wipro offers package selection and software implementation services across all technology domains like E-Business, ERP, SCM, CRM, Enterprise Application Integration, Data Warehousing, and Web Security.  SYSTEM INTEGRATION Its never been more challenging building solutions with myriad of technology choices supporting an ever-dynamic business environment T h e B r e a d t h a n d D e p t h of o u r S y s t e m I n t e gr a t i o n C a p a b i l i t i e s e n a b l e s u s t o l e v e r a g e y o ur I T i n v e s t m e n t s , m i n i m i z e y o u r risk and deliver complete system integration services and solutions addressed to your unique business needs. W e c o m b i n e c o m p l e x t e c h n o l o g i e s t o g e t h er w i t h o u r p r o v e n p r o c e s s e s t o m a x i m i z e c o m p a t i b i l i t y , i n t er o p e r a b i l i t y a n d enterprise wide information integration. S y s t e m I n t e g r a t i o n p o r t f o l i o of f e r s : • Architect, Integrate and Manage custom application and information infrastructures • I n t e g r a t i o n o f S o f t w a r e a n d H ar d w a r e c o m p o n e n t s • Network Integration • Enterprise Application Integration • Legacy to Web Migration

 SUPPLY CHAIN MANAGEMENT Wipro provides complete business consulting and technical integration services for supply chain management (SCM). Wipro’s years of experience in doing large-scale ERP implementations have contributed greatly to their efforts in this area. Their Supply Chain solutions are focused on helping clients a d d r e s s k e y i s s u e s l i k e P ur c h a s i n g , I n b o u n d L o g i s t i c s , Operations, Warehouse Management, Outbound Logistics, and

D e m a n d M a n a g e m e n t . O ur S C M t e c h n o l o g y pr a c t i c e p r o v i d e s e x p e r t i s e i n s o l u t i o n s l i k e i 2 , S A P a n d Or a c l e b a c k e d b y experienced technical and functional consultants as well as certified product experts.

 ENTERPRISE APPLICATION INTEGRATION D e l i v e r i n g t h e r i g h t p r od u c t , a t t h e r i g h t t i m e , at t h e r i g h t place Achieving seamless integration is not all that easy as it a p p e a r s , a s i t i n v o l v e s i n t e gr a t i o n o f i n t e r n a l , h o m e gr o w n applications, legacy systems with the external business processes and systems. W i p r o ' s e x p e r t i s e i n t h e E AI s p a c e i n c l u d e s s p e c i a l i z a t i o n o n middleware products like MQSeries, Seebeyond, webMethods, WebSphere, Tibco, Vitria and Mercator. Wipro has also d e v e l o p e d a n o p t i m i z e d E A I P r o j e c t m e t h o d o l o g y a n d pr o d u c t evaluation framework based on work experience with large Fortune 500 companies across industry domains and geographies. Wipro is one of the first IT consulting organizations to recognize and develop the expertise required to implement integration solutions using EAI technology. This has helped W i p r o i m p l e m e n t b u s i n e s s c r i t i c a l E AI s o l u t i o n s f or a n u m b e r of customers, develop methodology, standards and templates to speed up project implementations. Wipro's service offerings in EAI provides the following clear cut benefits to any business: Reduces systems/IT total cost of ownership Maximizes investments in existing systems I m p l e m e n t s b u s i n e s s c h a n g e i n u n d e r l yi n g i n f o r m a t i o n technology systems P r o v i d e s g l o b a l e n t e r pr i s e v i s i b i l i t y of i n f or m a t i o n a n d business processes

E x t e n d s s u p p l y c h a i n vi s i b i l i t y

 TECHNOLOGY INFRASTRUCTURE SERVICES With IT infrastructure becoming the backbone of most businesses, IT infrastructure availability has become a m i s s i o n - c r i t i c a l n e e d f o r a n y g l o b a l e n t er p r i s e s . W i t h t w o d e c a d e s o f e x p e r i e n c e i n p r o v i d i n g I T I n f r a s t r u c t ur e s o l u t i o n s a n d o p e r a t i o n s s u p p o r t t o l ar g e e n t e r p r i s e s , W i p r o i s a pioneer in the Multi-site service delivery model with its O f f s h o r e S u p p o r t C e n t e r s t o pr o v i d e a b a s e f o r e n t er p r i s e s t o i n c o r p o r a t e F o l l o w t h e S u n r e m o t e m a n a g e m e n t s t r a t e g i e s f or IT operation.

Product design services • • • •

Hardware Design System Software Development Testing, Verification and Validation Support Services

PRODUCT DESIGN SERVICES OF WIPRO A s p r o d u c t m a n u f a c t u r e r s a n d p l a t f o r m v e n d or s a c r o s s t h e world, strive to make better products with shorter development cycles and reduced total cost of ownership, Wipro Technologies partner with them to pr o v i d e comprehensive solutions in product lifecycle management and p r o d u c t r e a l i z a t i o n . I n a n ar e n a w h e r e o u t s o u r c i n g i s s t i l l i n i t s n a s c e n t s t a g e s , W i pr o i s o n e o f t h e l ar g e s t p r o d u c t development outsourcing companies in the world and have partnered with over 100 technology customers in the last

twelve

y e ar s .

Their Product Design Services portfolio includes solutions a c r o s s t h e s p e c t r u m . w i pr o ’ s s e r v i c e of f e r i n g ar e

HARDWARE DESIGN 

ASIC design

 SoC design  FPGA based design ASIC Design A t W i p r o ' s VL S I D e s i g n C e n t e r , e x e c u t i o n o f pr o j e c t s encompassing architecture, design, implementation, verification, integration, physical design, silicon validation and support for product engineering of ASIC and SoC Designs is done. W i p r o ’ s e x t e n s i v e p o r t f o l i o of d e s i g n w i n s i n c l u d e s d e s i g n s up to 0.13 u geometries, operating at up to 1 GHz, design sizes in multi-million gates and having pin-counts in excess of 1200 pins on a variety of packages. Wipro is a "pure-play d e s i g n h o u s e " a n d h a v e t a r g e t e d d e s i g n s t o a r a n g e of pr o c e s s t e c h n o l o g i e s a n d l i b r a r i e s . L i k e w i s e , W i p r o’ s t o o l s e x p e r t i s e spans the leading EDA tool families of Cadence, Mentor G r a p h i c s , S y n o p s y s a n d o t h er s . Wipro’s design capability includes: Architecture and Design • Architecture definition, • Modeling and Analysis • HW-SW Co-design Design Methodology & Flow • Design Methodology Consulting • Tools Flow Setup • S o C C o - d e s i g n P l a t f or m • S o C R a p i d P r o t o t y p i n g P l a t f or m • IP Qualification

Functional Verification • Planning, Setup and Execution • H D L / C / H V L , S i n g l e or m i x e d m o d e • Automated testbench creation and test execution • Assertion based verification • HW Prototyping Board design Design Implementation • RTL coding in Verilog/ VHDL • DFT Logic Insertion and Optimization • C h i p V i r t u a l P r o t ot y p i n g • Hierarchical or flat Physical design • Physical Synthesis / Optimization • Signal Integrity Issue Prevention, Analysis and Repair • Physical Verification • Static Timing Analysis • Logic Equivalence Checking • ATPG/ test vector generation Silicon Validation • Interface to Foundary, Test and Package Houses • D i a g n o s t i c s a n d f i r m w ar e • Validation Board design Product Engineering Support SOC Design

SYSTEM-ON-CHIP Time-to-market pressures and the need for integrating more functions in silicon is fueling the SoC market's g r o w t h . A t W i p r o , p e o p l e l e v e r a g e on a n e x t e n s i v e i n t e l l e c t u a l p r o p e r t y ( I P ) p o rt f o l i o , s y s t e m s k n o w l e d g e a n d experience with technologies like ARM to target specific v e r t i c a l m a r k e t s w i t h S y s t e m - o n - C h i p s o l u t i on s t h at m e e t a superset of application needs. They have translated a decade of VLSI design experience into a proven design methodology for complex SoCs. Wipro's SoC Center can jump-start System-on-chip designs w i t h i t s p r o d u c t - r e a d y S o C A r c h i t e c t ur e P l a t f o r m ( S o C -

R A P T o R ™ ) t h a t p r o v i d e s e a r l y - t o- m a r k e t , h i g h p e r f o r m a n c e design capabilities with the best chances of first-time silicon success. Wipro is an ARM-approved third party design center u n d e r t h e A R M A T A P ™ T e c h n o l o g y A c c e s s P r o gr a m . Wipro’s portfolio of services: • Comprehensive SoC design and implementation • R e e n g i n e e r i n g a n d r e t ar g e t i n g s e r v i c e s • SoC Peripheral block designs • Core technology licensing • E m b e d d e d S o f t w a r e ( O S P o r t , B o o t C o d e , D r i v er s , Firmware, Application Software) A platform based solution such as SoC - RAPToR c o n s o l i d a t e s t w o k e y r e q u i r e m e n t s of m a r k e t r e a d i n e s s a n d design flexibility. By using a predefined platform, the design team starts from a previously synthesized and verified set of functions. • R e d u c e s o v e r a l l d e s i g n t i m e , t h u s g a i n i n g t i m e - t o- m a r k e t advantage. • A design that can be customized to meet application s p e c i f i c n e e d s b y a d d i n g or r e m o v i n g a n y o f t h e v a l i d a t e d c o m p o n e n t s o r b y a d d i n g 3r d p a r t y b l o c k s . • U s e r c o n f i g u r a b i l i t y a n d d e s i g n f l e x i b i l i t y t o pr o v i d e product ready reference architectures for digital audio players, handheld devices digital cameras and other consumer applications. FPGA Wipro offers FPGA Designs along with our Board Design. O u r V L S I t e a m h a s g o o d e x p e rt i s e i n d e s i g n i n g M u l t i M i l l i o n g a t e F P G A s t o t e s t t h e c o m p l et e l o gi c f u n c t i on a l i t y i n a s y s t e m e n v i r o n m e n t m u c h b e f o r e t h e m a n u f a ct u r i n g phase W i t h i n c r e a s i n g C o m p l e x i t y o f I C d e s i g n s , t h e n e e d f or thorough design verification to ensure first time silicon success is inevitable. In order to ensure Logic functionality in

a System following

environment,

Wipro’s

VLSI

team

o f f er s

the

Proven Expertise in complex FPGA Designs • Extending upto 1.5MN ASIC gates (XCV4000 device) • D D R S D R A M i n t er f a c e o p e r a t i n g a t 1 6 0 M H z implemented in Virtex FPGA • U s e o f V e r i l o g / V H D L f or D e s i g n E n t r y • P h y s i c a l S y n t h e s i s b a s e d f l o w f or h i g h f r e q u e n c y d e s i g n s E x p e r i e n c e i n w o r k i n g o n v a r i o u s l e a d i n g F P G A v e n d or s • E x p e r i e n c e i n X i l i n x , A l t er a , A c t e l D e v i c e s • E x p e r i e n c e i n V i r t e x , A p e x S er i e s o f D e v i c e s • XPERTS Partnership with Xilinx D e f i n e d a n d p r o v e n F P G A d e s i g n m e t h o d ol o g y & G u i d e l i n e s EagleWision • E s t a b l i s h e d g u i d e l i n e f or F P G A s e l e c t i o n • Proven methodology for timing closure • Proven techniques for area optimization and fitment • E s t a b l i s h e d G u i d e l i n e f or A S I C t o F P G A C o n v e r s i o n • Wipro's Verification Environment Creation Tool - WAVe •

Reusable RTL cores and verification components

Other Services offered are:• Board Design • ASIC Design • Turnkey System Design • Firmware and Software Development

♦ SYSTEM SOFTWARE DEVELOPMENT • Operating Systems •

Device Driver Development

OPERATING SYSTEMS W i p r o h a s o v e r a d e c a d e of e x p e r t i s e i n d e v e l o p i n g s o l u t i o n s and services around various operating systems such as: • Unix • Windows • Mac • RTOS • P r o p r i e t a r y O S o f o ur c u s t o m e r s Wipro has a strong focus on Linux Wipro’s offerings include • P o r t i n g OS • Adapter firmware • D e v i c e d r i v e r s - d i s k , t er m i n a l , n e t w o r k , pr i n t e r • P r o t o c o l s t a c k s - T C P / I P , X 2 5 , AT M , F R , O S I • Network Management - Cybermanage, HP-OV • Middleware - Database Engine, DCE, X-windows, WIN • Verification test suites • Performance tuning • 64 bit migration • Clustering and fault tolerant computing DEVICE DRIVER DEVELOPMENT W i p r o h a s e x p e r t i s e i n d e v e l o p i n g d e v i c e dr i v e r s f o r v a r i o u s devices for several clients. They have developed over 200 Drivers on multiple platforms such as • Host based - UNIX, Linux, Windows • E m b e d d e d - V x W or k s , p S O S , L i n u x , W i n C E • M u l t i p l e Ar c h i t e c t u r e s : W D M , N D I S , K e r n e l m o d e , H B A , GL D , I L D • Performance tuning through multithreading T h e y h a v e d e v e l o p e d dr i v e r s f o r I n t e r f a c e s & D e v i c e s like 1394 (OHCI Compliant), USB, DVB Driver for printers, scanners and MFP Storage: Intelligent PCI SCSI, FC, RAID

N e t w o r k i n g : F a s t E t h e r n e t , F D DI , G i g a b i t , T o k e n R i n g , IR, ATM, Link aggregation T h e y h a v e e x e c u t e d a d i v e r s e r a n g e o f p r o j e c t s f or l e a d i n g peripheral vendors like EPSON, Toshiba, SHARP and Canon.

♦ TESTING, VERIFICATION AND VALIDATION ♦ Interoperability testing Verification & Validation ♦ ♦ Systems Integration

Interoperability testing Wipro’s Interoperability and testing business unit focuses on h e l p i n g c u s t o m e r s t a k e d e f e c t f r e e , f e a t u r e- r i c h n e w p r o d u c t s to market in as short a time as possible. Wipro’s Global V e r i f i c a t i o n C e n t e r s a c t a s s e c u r e , v i r t u a l e x t e n s i o n s of c l i e n t e n v i r o n m e n t s — o f f er i n g s i g n i f i c a n t t i m e a n d c o s t a d v a n t a g e s . W i p r o a l s o o f f e r o n s i t e v er i f i c a t i o n s e r v i c e s where skilled teams Compliment client resources W i p r o ’ s v e r i f i c a t i o n a n d v a l i d at i o n s e r v i c e s c o v e r : Functional and parametric testing Regression testing Feature and Product testing Simulated load performance testing Compatibility testing Customer acceptance testing Test management

T h e f o l l o w i n g i s a s n a p s h o t o f pr o j e c t s W i p r o h a v e e x e c u t e d in this area: E s t a b l i s h m e n t o f a v e r i f i c a t i o n l a b f o r a N or t h A m e r i c a n

Telecom major for ongoing verification of their Optical network products E s t a b l i s h m e n t o f a G S M t e s t l a b f or a g l o b a l w i r e l e s s e q u i p m e n t d e s i g n e r f or N e t w o r k e l e m e n t s t e s t i n g i n c l u d i n g , Regression Testing, Test Automation and Network Simulation  D e s i g n a n d d e v e l o p m e n t o f d i a g n o s t i c s o f t w ar e f or a n AT M c o n c e n t r a t o r pr o d u c t f or t h e w o r l d l e a d e r i n Datacom  End-to-end verification responsibilities on an ongoing basis for the software releases of a public carrier switch f o r a N o r t h A m e r i c a n T e l e c o m e q u i p m e n t v e n d or  V e r i f i c a t i o n s e r v i c e s f or t h e w o r l d l e a d e r i n D e s k t o p applications

SYSTEM INTEGRATION Its never been more challenging building solutions with myriad of technology choices supporting an ever-dynamic business environment T h e B r e a d t h a n d D e p t h of o u r S y s t e m s I n t e g r a t i o n Capabilities enables Wipro to leverage customer’s IT investments, minimize their risk and deliver complete systems integration services and solutions addressed to customer’s unique business needs. Wipro combine complex technologies together with their p r o v e n p r o c e s s e s t o m a x i m i z e c o m p a t i b i l i t y , i n t e r o p er a b i l i t y a n d e n t e r p r i s e w i d e i n f o r m a t i o n i nt e g r a t i o n . Wipro’s Systems Integration portfolio offers: • Architect, Integrate and Manage custom application and information infrastructures • I n t e g r a t i o n o f S o f t w a r e a n d H ar d w a r e c o m p o n e n t s • Network Integration • Enterprise Application Integration • Legacy to Web Migration

SUPPORT SERVICES Technology infrastructure services

With IT infrastructure becoming the backbone of most businesses, IT infrastructure availability has become a m i s s i o n - c r i t i c a l n e e d f o r a n y g l o b a l e n t er p r i s e s . W i t h t w o d e c a d e s o f e x p e r i e n c e i n p r o v i d i n g I T I n f r a s t r u c t ur e s o l u t i o n s a n d o p e r a t i o n s s u p p o r t t o l ar g e e n t e r p r i s e s , W i p r o i s a pioneer in the Multi-site service delivery model with its O f f s h o r e S u p p o r t C e n t e r s t o pr o v i d e a b a s e f o r e n t er p r i s e s t o i n c o r p o r a t e F o l l o w t h e S u n r e m o t e m a n a g e m e n t s t r a t e g i e s f or IT operations

Business process outsourcing Customer • • • • • •

Interaction Services Finance and accounting services Payment services Industry Administration Services HR Processing services Supply chain services Knowledge services

BUSINESS PROCESS OUTSOURCING – BPO As organizations around the world strive to improve the quality of their processes while managing their bottom lines, Business Process Outsourcing has become the new imperative. Wipro Spectra mind, India's largest third-party offshore BPO provider, partners with their clients to provide a full spectrum of BPO services covering all five levels: Data entry Rules-set processing Decision-making Direct customer interface Expert knowledge services Wipro further club its vast IT solutions experience of two d e c a d e s a n d a d i v e r s e d o m a i n e x p e r t i s e t o s e r v e F or t u n e 5 0 0 c u s t o m e r s w o r l d w i d e . F or e x a m p l e , a l e a d i n g F or t u n e g l o b a l P C m a n u f a c t u r e r c h o s e W i pr o S p e c t r a m i n d f or o u t s o u r c i n g technical support to achieve significant cost savings while improving and maintaining the quality of service delivery to its customers

Wipro’s Business Process Outsourcing portfolio includes end-to-end solution s across a spectrum of industries SERVICE OFFERING ♦ Customer Interaction Services T h e c o s t o f a c q u i r i n g a n e w c u s t o m e r i s f i v e t i m e s t h e c o s t of r e t a i n i n g a n o l d o n e . A n d h e n c e i t i s i m p or t a n t t h a t y o u r customer interaction is managed in the best possible way. C u s t o m e r I n t e r a c t i o n S e r v i c e s a t W i pr o a r e t a i l o r e d t o provide superior customer interaction and hence leverage e v e r y c u s t o m e r r e l a t i o n s h i p t o t h e f u l l e s t . W i pr o ’ s p or t f o l i o includes a whole gamut of customer facing offerings i n c l u d i n g 2 4 / 7 c u s t o m e r s u p p o r t t h r o u g h v o i c e ( i n- b o u n d a n d

o u t - b o u n d c a l l s ) , e - m a i l a n d w e b m e d i u m s , t e l e m ar k e t i n g services, technical support services and employee IT helpdesk services. Wipro serves m u l t i pl e industries including insurance, banks, financial services companies, retailers and OEM's. C l i c k o n t h e l i n k s b e l o w t o v i e w e a c h s e r v i c e o f f er i n g i n detail: Customer Support Services Telemarketing Services Technical Support Services IT Help Desk Services BENEFITS The key benefits of using Wipro’s customer interaction services include: Improved customer service levels Reduced customer support/marketing costs Higher sales conversion rate Enhanced flexibility to manage service peaks and troughs, product lifecycles H o m o g e n e o u s , c l e a r l y d e f i n e d pr o c e s s e s a c r o s s geographies G r e a t e r c o v e r a g e a n d n u m b e r o f i nt e r a c t i o n s w i t h customers CUSTOMER SUPPORT SERVICES W i p r o ’ s c u s t o m e r s e r v i c e of f e r i n g s a i m s a t cr e a t i n g a v i r t u a l customer service center to manage customer concerns and queries through multiple channels including voice, e-mail and c h a t o n a 2 4 / 7 b a s i s . E x a m p l e s of t h i s i n c l u d e c u s t o m e r s calling to check on their order status, customers calling to check for information on products and services, customers calling to verify their account status, customers calling to check their reservation status etc. TELEMARKETING SERVICES

W i p r o ’ s t e l e s a l e s a n d t e l e m ar k e t i n g s e r v i c e s t a r g e t interaction with potential customers for "prospecting" i.e. e i t h e r f o r g e n e r a t i n g i n t e r e s t i n p r o d u c t s a n d s e r v i c e s , or t o up-sell and cross-sell to an existing customer base or to c o m p l e t e t h e s a l e s p r o c e s s o n- l i n e . E x a m p l e s of t h i s s e r v i c e include outbound calling to sell wireless services for a telecom provider, outbound calling to retail households to sell leisure holidays, outbound calling to existing customers to s e l l a n e w r a t e c a r d f o r a m o b i l e s e r v i c e pr o v i d e r o r o ut b o u n d calling to sell credit/debit cards

TECHNICAL SUPPORT SERVICES W i p r o ’ s t e c h n i c a l s u p p o r t o f f er i n g s i n c l u d e r o u n d- t h e - c l o c k t e c h n i c a l s u p p o r t a n d p r o b l e m r e s o l u t i o n f o r OE M c u s t o m e r s a n d c o m p u t e r h a r d w a r e , s o f t w a r e , p e r i p h er a l s a n d I n t er n e t infrastructure manufacturing companies. These include installation and product support, up & running support, troubleshooting and Usage support. Examples of this service i n c l u d e c u s t o m e r s c a l l i n g t o r e s o l v e a pr o b l e m w i t h t h e i r home PC, customers calling to understand how to dial up to their ISP, customers calling with a problem with their software or hardware. EMPLOYEE IT HELP-DESK SERVICES W i p r o ’ s e m p l o y e e I T h e l p - d e s k s e r v i c e s pr o v i d e t e c h n i c a l p r o b l e m r e s o l u t i o n a n d s u p p o r t f or c o r p o r a t e e m p l o y e e s . Examples of this service include level 1 and 2 multi-channel support across a wide range of shrink wrapped and LOB a p p l i c a t i o n s , s y s t e m p r o bl e m r e s o l u t i o n s r e l a t e d t o d e s k t o p , notebooks, OS, shrink-wrapped products, connectivity etc., office productivity tools support including browsers and mail, new service requests, product usage queries, IT operational issues, routing specific requests to designated contacts and remote diagnostics (password reset, desktop control).

♦ FINANCE AND ACCOUNTING SERVICES F i n a n c e & A c c o u n t i n g S er v i c e s p r o v i d e d b y W i pr o r a n g e s from general accounting to specialized services such as treasury and cash management services. THEIR OFFERINGS INCLUDE: Billing services Account payables Account receivables

General accounting Tax management Treasury & cash management Benefits One stop-shop for all finance & accounting services Lower finance & accounting overheads Gr e a t e r a c c u r a c y a n d f a s t e r p r o c e s s i n g Optimized collections, tax management, risk management, financial reporting etc. Leverage Wipro domain expertise in finance

♦ PAYMENT SERVICES W i p r o ’ s p a y m e n t P r o c e s s i n g S e r v i c e of f e r i n g s f a l l u n d er t h e purview of back office operations and they can operate v i r t u a l l y a n y l a b o r - i n t e n s i v e p a y m e n t pr o c e s s , e v e n t h o s e t h a t are unique to your industry. their services here include loan p r o c e s s i n g , c l a i m s p r o c e s s i n g , a p p l i c a t i o n pr o c e s s i n g , c r e d i t and collections, reconciliations, accounts payable, time and expense re-imbursement, v e n d or payments, benefits administration, payroll and other industry specific functions. Their offerings include Check Processing Credit/Debit Card Processing Other Payment Services Benefits Reduce payment-processing costs Reduce payment-processing time Greater quality and accuracy of payments

♦ INDUSTRY ADMINISTRATION SERVICES

W i p r o ’ s i n d u s t r y a d m i n i s t r a t i o n s e r v i c e s pr o v i d e t r a n s a c t i o n processing to diverse industries in the service sector where large transaction processing takes place on a routine basis. These include industries like insurance, banking, financial services, mortgage etc. W i p r o ’ s s e r v i c e o f f e r i n g i n t h i s ar e a i n c l u d e s : Insurance Processing Mortgage Processing Benefits Leverage industry/domain expertise Reduce transaction processing costs Reduce transaction processing time Gr e a t e r q u a l i t y a n d a c c u r a c y o f t r a n s a c t i o n s

Insurance Processing Our insurance processing services provide specialized solutions to the insurance sector and support critical business processes applicable to the industry right from new business a c q u i s i t i o n t o p o l i c y m a i n t e n a n c e t o c l a i m s pr o c e s s i n g . These include: New Business Acquisition Inbound/outbound sales Initial Setup Inbound/outbound sales Initial Setup Case Management Underwriting Risk assessment Policy issuance Policy Maintenance Record Changes- Name, Beneficiary, Address

Collateral verification Surrender Audits & Reinstatement Accounts Receivable Accounting & Reconciliation Claim Overpayment Customer service - voice/email Claims Processing Claim Set Up Eligibility Duplication Validate Reserves Medical Supplemental Provider Excess Reinsurance Specific Excess Reinsurance Adjudication Account Settlement

Mortgage Processing O u r m o r t g a g e p r o c e s s i n g s e r v i c e s of f er c o m p r e h e n s i v e solutions to the mortgage sector mapping the complete industry business processes ranging from business acquisition services to collections. These include: New Business Acquisition Inbound/outbound enquiries Loan form data entry Collateral checks Appraisal Title Checks

Credit checks Property valuation Title checks Property Insurance checks Legal clearances

Underwriting Disbursement Credit evaluation Appraisal amount Checks for all other supporting Money disbursement Billing Servicing Collections Maintenance Early and overdue collection calls Asset Management Overdue payments processing Accounting and reconciliation

HR PROCESSING SERVICES Knowledge organizations today realize that employees are the back-bone of the enterprise and hence it is imperative that employee processes, especially those impacting employee relations and employee satisfaction need to be managed well. We provide a comprehensive suite of HR Processing services ranging from payroll services to benefits administration to p e r s o n n e l a d m i n i s t r a t i o n , hi r i n g , r e cr u i t m e n t a n d t r a i n i n g . Our HR offerings include

Payroll services R e c e i p t a n d a n a l y s i s of p a y r o l l d a t a R e p o r t i n g a n d p a y m e n t o f p a yr o l l t a x e s Issuing payments (via check or electronic payment) and reports to employees I s s u i n g p a y m e n t s t o t h i r d p a r t i e s ( f or e x a m p l e , e m p l o y e e I R A s ) and reporting of data to end user

Benefits administration D i s t r i b u t i o n o f h e a l t h c a r e a n d r e t i r e m e n t p l a n i nf o r m a t i o n Managing eligibility A n s w e r i n g q u e s t i o n s r e g a r d i n g c o v er a g e

Leave tracking M a i n t a i n i n g r e t i r e m e n t e a r ni n g h i s t o r i e s , e n r o l l m e n t s , retirement or vested rights estimates, and benefits termination administration

Personnel administration Employee relations Employee life cycle Employee communication Bringing new hires on board Relocation and expatriation administration Labor management and local compliance issues

Personnel administration Employee relations Employee life cycle Employee communication Bringing new hires on board Relocation and expatriation administration Labor management and local compliance issues (such as working time directive)

Education and Training Training needs identification Training administration Specialized training requirements

Benefits Higher employee satisfaction levels

Lower HR and Recruitment overhead Less employee turnover H i g h e r y i e l d r a t e s a n d s h o r t er h i r i n g t i m e s

SUPPLY CHAIN SERVICES Supply chain management is a crucial tool for companies today to control their bottom lines and hence improve profitability. Wipro provide supply chain services across the complete material management lifecycle ranging from raw material sourcing to finished goods handling to retailing solutions. Supply chain services include: Inventory Management Direct Procurement Transportation Administration Logistics and Dispatch Benefits Better supply chain/inventory management Services right across the supply chain spectrum B o t t o m l i n e s a v i n g s a n d l e s s e r p r o c ur e m e n t c o s t s Shortening of the delivery cycle

KNOWLEDGE SERVICES Knowledge Services from Wipro cover the entire data management needs ranging from data entry to data analysis and subsequent decision support through data mining. Wipro a l s o p r o v i d e R & D i nf r a s t r u c t u r e a n d s u p p o r t s e r v i c e s . Examples of this service include assisting a pharmaceutical c o m p a n y i n i t s n e w d r u g d i s c o v e r y t hr o u g h o u t s o u r c i n g arrangement of its R&D lab, providing vertical specific e n g i n e e r i n g a n d d e s i g n s u p p o r t f or a u t o m o b i l e s e t c .

Benefits Productivity enhancements in terms of data processed/output C o s t s a v i n g s p e r R & D pr o j e c t High Quality engineering and design support

CHAPTER-5

ANALYSIS & FINDINGS

WIPRO’S ROLE BEYOND BUSINESS

As a responsible corporate citizen, Wipro is deeply committed t o t h e s o c i e t y , i n w h i c h i t l i v e s a n d w or k . T h i s c o m m i t m e n t takes the form of many initiatives. Some are outlined here:

Applying Thought in schools T o W i p r o , t h e f u t u r e o f t h e s o c i e t y d e p e n d s o n t h e a b i l i t y of i t s c h i l d r e n t o t h i n k a n a l y t i c a l l y a n d cr e a t i v e l y , a n d b e lifelong learners. Wipro believes that the conventional e d u c a t i o n s y s t e m i s n ot e q u i p p i n g c h i l d r e n w i t h s u c h abilities. Children must acquire the skill of how to learn, r a t h e r t h a n b e i n g o v e r w h e l m e d w i t h a l a r g e a m o u n t of i n f o r m a t i o n , a n d m u s t e n j o y t h e p r o c e s s of l e a r n i n g , s o t h a t what is learnt is retained. T h e m i s s i o n o f t h e ' W i p r o A p p l y i n g T h o u g h t i n S c h o ol s ' program is enhancing creativity and problem solving skills among children by catalyzing systemic changes. Recognizing t h a t t h e t e a c h e r h a s t h e m o s t pr o f o u n d i n f l u e n c e o n a c h i l d ' s l e a r n i n g a b i l i t y , a t t h e h e a r t o f W i p r o ’ s pr o g r a m i s t e a c h e r e m p o w e r m e n t a n d r e - s k i l l i n g . T h e t e a c h e r r e - s k i l l i n g p r o gr a m w a s l a u n c h e d i n M a y 2 0 0 1 , t o p r o vi d e c o m p r e h e n s i v e t r a i n i n g on innovative teaching and assessment methods, and support their active implementation within the classroom. Begun first in Bangalore, its success has enabled Wipro to take it forward to other cities in India. W i p r o i s r e a c h i n g o u t t o p ar e n t s i n a n a t t e m p t t o c h a n g e t h e i r w o r l d - v i e w o f t h e p u r p o s e of e d u c a t i o n . A pr o g r a m t o t r a i n parents is being put together, to enable them to help their children acquire life skills, and support the changes being brought about in the school. The school management, including the Principal, is the i n t e g r a l p a r t o f t h e p r o gr a m t o b r i n g a b o u t s y s t e m i c c h a n g e s w i t h i n t h e s c h o o l t o cr e a t e a n e n v i r o n m e n t f or q u a l i t y education. Wipro is helping the school management recognize specific systemic changes and assist in its implementation. As the program scales up, Wipro would lead changes in the c u r r i c u l u m a n d e x a m i n a t i o n s y s t e m . F or a c c e l e r a t i n g t h e systemic changes at the national level, W i pr o F o r u m o n q u a l i t y i n e d u c a t i o n h a s b e e n l a u n c h e d . T h e f or u m i s i n t e n d e d

t o w o r k a s a p l a t f o r m f or s h a r i n g i d e a s a n d a s a p r e s s u r e group to bring about systemic changes.

Promoting mind leaders At Wipro, a natural extension of "Applying Thought" was to promote the many talented youngsters in India, in the field of c h e s s . W h i l e W i p r o t o o k m a n y p r om i s i n g y o u n g s t e r s u n d e r t h e i r w i n g , t h e i r a m b i t i o n s a w f r u i t i o n w h e n P H a r i kr i s h n a , a t 1 5 , b e c a m e I n d i a ' s y o u n g e s t c h e s s G r a n d m a s t e r . H i s v i c t or y bore testimony to the fact that "Applying Thought" is not just a business philosophy, but also an approach to success in all h u m a n e n d e a v o r , b e i t a t w or k o r p l a y . T h i s h a s f u r t h er s t r e n g t h e n e d W i p r o ’ s r e s o l v e t o m a k e I n di a a c h e s s superpower. And thus, Wipro is nurturing five more budding talents in the future. Wipro is highly sensitive to the impact of their business activities on environment and society. This is reflected in the m e a s u r e s t a k e n t o m o n i t or a n d c o n t r o l r e s o u r c e s a n d a c t i v i t i e s that interact with nature and people

Environment, health and safety policy W i p r o i s c o m m i t t e d t o p r o v i d i n g a s a f e a n d h e a l t h y w or k environment to all the employees and associates. This is done with the help of suitable management systems that are aimed at:  Prevention of accidents  Conservation of natural resources  Prevention of pollution and hazards  Compliance with legislation and regulations that are relevant to our organization  D e v e l o p m e n t o f s a f e w o r k pr a c t i c e s b y r e g u l a r t r a i n i n g t o employees and support staff  P e r i o d i c r e v i e w o f s y s t e m s a n d pr o c e s s e s a i m e d a t continual improvement Wipro’s efforts to improve their standards continuously and p u t a n e f f e c t i v e E n v i r o nm e n t a l M a n a g e m e n t S y s t e m ( E M S ) i n place has resulted in them being awarded the ISO 14001 certification.

T h i s i n e f f e c t c e r t i f i e s t h a t W i pr o a s a n o r g a n i z a t i o n h a s a s e r i e s o f i n t e r n a t i o n a l s t a n d a r d s f or E M S , v o l u n t a r y s t a n d a r d s that establish and objectively evaluate EMS, 'Process Standards' and not just ' P e r f or m a n c e Standards', a s t a n d a r d i z e d a n d i n t e r n a t i o n a l l y r e c o g n i z e d b l u e pr i n t f or e f f e c t i v e E M S a n d a f r a m e w or k f or s e t t i n g a n d e s t a b l i s h i n g EMS.

Wipro environment initiatives are: W i p r o ' s E M S i n i t i a t i v e s a r e d e s i g n e d f or o p t i m u m u t i l i z a t i o n o f n a t u r a l r e s o u r c e s a n d c o n s t a n t m o n i t or i n g o f e n v i r o n m e n t a l impact while providing service. Some of the initiatives under this umbrella include: Energy audit/Energy conservation Water management Land contamination management Waste management Employee health and safety Adoption of parks Effective stationery usage Overcoming resource depletion Benefits The benefits of these initiatives are: P r o d u c t s / s e r v i c e s a r e pr o c e s s e d u n d er a c o n t r o l l e d e n v i r o n m e n t Reduction of energy consumption by 10%

Better monitoring and control systems Increased awareness among employees resulting in 38% reduction in food wastage Q u a r t e r - o n - q u a r t e r r e d u c t i o n of 1 0 % i n w a t e r c o n s u m p t i o n f r o m conservation measures

WIPRO RATING A t a t i m e w h e n p e r f o r m a n c e c a n b e t h e o nl y r e a l i n d i c a t o r o f a company’s credentials, Wipro’s results speak for themselves. Ranked India's most valuable company by Business Today and 16th among the software services companies in the world by Business Week, Wipro has had a C u m u l a t i v e A n n u a l G r o w t h R a t e ( C A G R ) o f 5 0 % o v er t h e l a s t f i v e y e a r s , e x h i b i t i n g s t a b i l i t y , p r o f i t a b i l i t y a n d g r o w t h r i g ht from inception. S t r o n g f u n d a m e n t a l s l i k e q u a l i t y , i n t e gr i t y , a n d s u p r e m e c u s t o m e r s e r v i c e h a v e b e e n t h e dr i v e r s of W i p r o’ s gr o w t h . W i p r o i s c o n v i n c e d a b o u t t h e l o n g- t e r m v a l u e p r o p o s i t i o n o f the company - which is based on their technical depth, quality l e a d e r s h i p a n d a n a t t r a c t i v e v a l u e f or m o n e y p r o p o s i t i o n .

DIVIDEND TRACK RECORD AT WIPRO

yea Shares Outstanding r (million) 1989 1.84 1990 3.70 1991 3.70 1992 3.70 1993 7.40 1994 7.40 1995 15.30 1996 15.30 1997 15.30 1998 45.83 1999 45.83 2000 229.16 232.44 2001

Dividend per share (Rs )

Total Dividend (Rs m i l l i o n)

2.5 2.5 2.5 2.5 2.5 2.5 2.5 2.5 2.5 1.5 1.5 0.30

4.6 9.2 9.2 9.2 18.4 18.4 38.20 38.20 38.20 68.70 68.70 68.70

0.50

116.22

WIPRO INNOVATION One of the four values articulated in Wipro’s Promise statement, Wipro believe innovation is a critical factor in fuelling our growth. At Wipro, innovation is defined as the implementation of a new idea that results in a marketable product or service. This definition ensures that creative brilliance is converted to business realities as a result of strong processes and focused initiatives. Wipro has realized significant business value from targeted and focused innovation programs — the benefits of which have been passed on to our customers. This enterprise-wide focus on innovation has led to important self-sustaining initiatives that include Flow-Brix for the publishing industry and Home Gateway, Wipro’s residential gateway solution. Wipro’s innovation process comprises: Theme labs At Wipro, innovation happens around selected core themes that are strategic to them. Each theme has a theme lab targeted towards IP or component development. Some core themes that we have taken up include:

 Home networking  K n o w l e d g e m a n a g em e n t & c o l l ab o r a t i o n  Content commerce

Innovation council Wipro’s Innovation council is a core team that takes ideas from concept to solution. It has a unique approach that involves "crossing gates". Thus, the first gate is the idea gate where the idea originates. This is followed by the evaluation g a t e w h e r e i t i s a n a l y z e d i n d e p t h . O n c e t hr o u g h t h i s g a t e , t h e idea must go through the commitment gate, which allocates r e s o u r c e s f o r t h e p r o j e c t . A t t h e d e v e l o p m e n t g a t e , t h e pr o o f of concept is put up and the idea is expected to bring in the first purchase order. Once the product is launched, it goes t h r o u g h t h e v o l u m e g a t e f r o m w h e r e i t i s a b s o r b e d i n n or m a l business. Advisory board Guiding Wipro’s innovation initiatives is an advisory board that consists of top-notch academicians, industry experts and leading consultants from India and abroad.

WIPRO INITIATES INNOVATION The latest initiative from the Wipro group centers around i d e a s t h a t c a n e v o l v e i nt o a p o t e n t i a l b u s i n e s s o p p o r t u n i t y . Called `Innovation', the company's strategy for cultivating c o r p o r a t i o n - w i d e i d e a s m a r k s t h e t h i r d c o r p or a t i o n - w i d e exercise after Wipro branding and Six Sigma initiatives. In a p l a n n e d i n i t i a t i v e ( w h i c h t o o k t w o y e ar s t o p u t t o g e t h e r ) , I T player Wipro Infotech is all set to finetune and unleash its `Innovation' programme the Phase Gate Process/Approach as an instrument to expand business opportunities backed by f r e s h i d e a s , e s p e c i a l l y i n t h e a r e a of o f f er i n g e n d - t o - e n d customer satisfaction. Interestingly, Wipro Infotech says that t h i s m e t h o d i s e x p e c t e d t o b e a k e y c o n t r i b u t or t o t h e company's efforts to step up its consulting foray in the Indian a n d A P A C m a r k e t . N o w t h e pr o c e s s i s d o n e a n d b ot h W i p r o T e c h n o l o g i e s a n d W i pr o I nf o t e c h w i l l e a c h f i n e t u n e t h i s p r o g r a m m e t o a r r i v e a t t h e i r s p e c i f i c p r o c e s s f or i n n o v a t i o n . It's all about finding out the latent customer needs and

converting them into marketable services, said Wipro Infotech general manager Anil K Jain. With this, Wipro Infotech has put together a 20-member special team who's sole responsibility will lie in generating ideas based on market trends and customer requirements w h i c h w i l l b o t h c o n t r i b u t e t o w a r d s b e t t er c u s t o m e r s a t i s f a c t i o n a n d b e c o m e a r e v e n u e- g e n e r a t i n g b u s i n e s s p r a c t i c e . T a k e f o r e x a m p l e , W i pr o I n f o t e c h ' s I T O p t i m i s a t i o n practice. This practice which is now part of our consulting b u s i n e s s w a s a r e s u l t of o u r I n n o v a t i o n p r o gr a m m e . W e arrived at a formula, which could audit the customer’s infrastructure and optimise it for him. This is now a regular p a i d - f o r c o n s u l t i n g p r a c t i c e a t W i pr o I n f ot e c h , M r J a i n s a y s . T h e w h o l e t e a m g e t s t o w o r k k n o w i n g f ul l y w e l l t h a t a p a r t i c u l a r p r o c e s s m a y or m a y n o t w o r k . S o t h e i n h e r e n t r i s k element is factored in and the top management commits resources after understanding that. O n t h e s p e c i f i c s o f t h e a p p r o a c h t h e e n t i r e p r o c e s s of i d e a t i o n / i n n o v a t i o n i s d i vi d e d i n t o f i v e g a t e s s t a r t i n g w i t h t h e Idea Gate where the ideation happens. This is followed by the E v a l u a t i o n G a t e w h e r e t h e i d e a pr o p o s e d i s p u t t h r o u g h rigorous analysis. Once an idea is passed on from this stage, next follows the Commitment Gate where the resources to the project are committed. Finally it's the Volume Gate where the p r a c t i c e i s l a u n c h e d a n d b e c o m e s p a r t o f t h e n or m a l . WIPRO’s VALUES T h e i r v a l u e s a r e e x t r e m e l y i m p or t a n t t o t h e m a n d f o r m t h e b e d r o c k o f t h e i r v i s i o n a n d p l a n s . V a l u e s a r e a n i n t e gr a l p a r t of Wipro culture and present a common face to our customer. The four Wipro values: Human Values, Integrity, Innovative S o l u t i o n s a n d V a l u e f o r M o n e y ar e e n c a p s u l a t e d i n t h e i r p r o m i s e t o t h e c u s t o m e r a n d i n o ur i d e n t i t y . T h e s e v a l u e s s h a p e o u r t h i n k i n g , o u r b e h a v i o u r , o u r c u l t ur e a n d h o w w e c o m e a c r o s s t o o ur c u s t o m e r s , p a r t n e r s a n d t o t h e world at large.

CHAPTER-6 CONCLUSION & SUGGESTIONS

CONCLUSION A t W i p r o S p e c t r a m i n d , o ur y e a r s of e x p e r i e n c e w i t h t h e w o r l d ' s l e a d i n g c o m p a n i e s h a v e h e l p e d u s u n d er s t a n d h o w technology can help global businesses meet their needs. Wipro Spectramind Service Delivery Model F o r B P O p r o j e c t s , W i p r o f ol l o w t h e W i pr o S p e c t r a m i n d Service Delivery Model, which is a robustly defined framework to manage the complete BPO process migration and transition management and has been developed based on t h e e x p e r i e n c e g a i n e d f r o m m i gr a t i n g m o r e t h a n 3 9 0 r e m o t e b u s i n e s s p r o c e s s e s t o I n d i a o v e r t h e p a s t t e n y e ar s . T h i s p r o v e n s e r v i c e t r a n s f e r p l a t f or m i s d e s i g n e d t o e n s u r e pr o c e s s i n t e g r i t y a n d m i n i m i z e i n h er e n t m i g r a t i o n r i s k s . The model includes a tried and tested Transition Toolkit to s u p p o r t t r a n s i t i o n m a n a g e m e n t b y e n s u r i n g t h a t t h er e i s a documented methodology with formats, tools, guidelines and past learning’s in place to aid the transition team in derisking the transition of a customer's processes and reducing the pain of migration as much as possible. A coordinated project management system captures critical client d o c u m e n t a t i o n a n d i n c or p o r a t e s a n e x t e n s i v e k n o w l e d g e b a s e that assists the transition management team in understanding, duplicating, and migrating mission-critical business processes. The model has four key stages, as shown in the diagram below and the objectives, activities, skills and responsibilities at each stage are different

SUGGESTIONS W i t h a r e l e n t l e s s f o c u s o n q u a l i t y & pr o c e s s e s , W i p r o h a s s e t international benchmarks in execution excellence that has translated into measurable business benefits for their customers. Wipro offer their clients the advantages of:

360-degree solutions From strategy to execution, Wipro has the capabilities to p r o v i d e t h e i r c u s t o m e r s w i t h s e a m l e s s , o n e- s t o p s o l u t i o n s . B e i t g e t t i n g c l o s e r t o t h e i r c u s t o m e r s or g e t t i n g p r o d u c t s t o m a r k e t , W i p r o a d d r e s s t h e e n t i r e s p e c t r u m of t e c h n o l o g y needs.

Quality leadership W i t h a n i n t e g r a t e d q u a l i t y a p p r o a c h of S i x S i g m a , S E I C M M i Level 5, SEI CMM level 5, PCMM Level 5 and ISO 9000, Wipro have set international benchmarks in quality. However, they never lost sight of the fact that this focus on quality must ultimately translate into benefits for their customers: Post-release defects at 0.2 per KLOC, amongst the lowest in the industry 91% projects completed on schedule as opposed t o a n i n d u s t r y a v e r a g e of 5 5 % 98.5% requests serviced on time Productivity (loc/person d a y ) o f 7 4 % a s o p p o s e d t o a n i n d u s t r y a v er a g e of 5 8 %

Measurable business results T h e p r i m a r y d r i v e r f o r I T o u t s o u r c i n g i s v a l u e a n d W i pr o f i r m l y b e l i e v e t h a t t h e d e l i v er y of t h i s v a l u e m u s t b e t h r o u g h measurable business results. Wipro have consistently exceeded customer expectations by delivering on calculable p a r a m e t e r s , b e i t l o w e r c o s t s , q u i c k e r t i m e - t o- m a r k e t or greater productivity. 75% faster time-to-market 35% cost savings 35% productivity enhancements

Proven track record

When Wipro talks about delivering value, they back it with a proven track record that spans customers around the globe. Check these facts: 85% customer are "more than satisfied" with Wipro service 300 clients (50 of them are Fortune 500 companies) Customer satisfaction index of 4.2 on 5.0 Largest order through customer referral

WIPRO FLUID PLANS EXPANSION TO CHINA, RUSSIA AND S.A. E n c o u r a g e d b y t h e g o o d r e s p o n s e i t h a s g e n e r a t e d s o f ar i n c e r t a i n o v e r s e a s m a r k e t s , W i pr o F l u i d P o w e r , t h e e n g i n e e r i n g d i v i s i o n o f W i p r o t o d a y s a i d i t w o u l d e x p a n d o p er a t i o n s t o C h i n a , S o u t h Af r i c a a n d R u s s i a . " W e a r e e x p l o r i n g s o m e overseas markets like South Africa and Russia to sell our products. Our next target will be China," WFP president M Seethapathy Rao said. W F P , o n e t h e o l d e s t d i v i s i o n s of i t s o l u t i o n s pr o v i d e r m a j o r W i p r o , w a s t h e s e c o n d i n l i n e d ur i n g i t s t r a n s f o r m a t i o n f r o m a c o n s u m e r d u r a b l e c o m p a n y t o i t m a j or . I t i s I n d i a ' s t o p f l u i d power company with a leadership position in hydraulic cylinders and truck tipping systems. They are already exporting the bulk of our products to Japan, Thailand and s o m e o t h e r c o u n t r i e s . A s p a r t of t h e s p e c i a l e m p h a s i s o n e x p o r t s w e a r e a l s o e x p l o r i n g n e w m a r k e t s , " t h e pr e s i d e n t said. R a o s a i d t h e d i v i s i o n w a s n o w c o n t r i b u t i n g o v e r R s 1 0 0 cr o r e in the total turnover of Wipro. About five per cent of this came from exports. They hope that the share of exports in our total turnover will be over 15 per cent during the next 18 months. Rao said WFP was perhaps the only company in the f l u i d p o w e r b u s i n e s s i n I n d i a t o h a v e a s t r o n g i n- h o u s e d e s i g n c e n t r e b a c k e d u p b y a c o m p r e h e n s i v e a n d m o d er n manufacturing base supported by extensive quality systems a n d a n a l l - I n d i a s u p p o r t n e t w o r k of s a l e s a n d s e r v i c e .

BIBLIOGRAPHY BOOKS:-

•

K o t h a r i , C . R . R e s e a r c h M e t h o d ol g y , 3 r d E d i t i o n , 1 9 9 7 , Vikas Publication House Pvt. Ltd. , New Delhi.

Websites:-

www.wiprotechnologies.com www.indiabulls.com www.icicidirect.com