Transcript Analyst Meet 2003

GDM Plus - Enhancing Service
Delivery
Mohan Sekhar
GDM Plus – Our Enhanced Service Delivery Model
System
Integration
Enterprise
Solutions
Business
Consulting
Infrastructure
Management
Deepening &
Widening Services
Independent
Validation
Global
Delivery
Model
Business
Solutions
People
Development
Execution Excellence
Operational
Efficiency
Technology
Domain
Expertise
© Infosys Technologies Limited 2003-2004
Quality
Analyst Meet 2003
Slide 1
Deepening and widening our Service Profile
Conceive
»
»
»
»
Develop
Refine
Assess Opportunity
Study Market
Assemble team
Draft service
definition
» Refine service
definition
» Identify business
objectives
» Develop skill
» Define
methodology
» Build competence
» Set up centers for
excellence
» Pilot projects
Service
Extend
Extend
Enterprise Solutions
Business Consulting
1999
1999
Independent Validation
2001
Develop
Infrastructure Management
2002
Systems Integration
2002
© Infosys Technologies Limited 2003-2004
» Stabilize model
through iteration
» Service osmosis
Started
Extend
Refine
Extend
“New” Services as % of Revenue
%
35%
23% 25%
28%
21%
14%
10%
30% 35%
15%
7%
0%
FY99
FY00
FY01
FY02
FY03
Q1 FY04
“New” services defined as services other than Application
Development, Maintenance, Re-Engineering and Products
Analyst Meet 2003
Slide 2
Widening and Deepening Services – Business
Consulting
Infosys : An End-To-End Solutions Partner
Question
Areas
What ?
Content
Areas
Front-end
Services
Why ?
Who?
How ?
When?
Specialty IT
Services
General Project
Management
Project
Implementation
Staffing
Services
Infosys Business Consulting Solution Scope
Service
Solution
Scope
Comparison
Infosys-Delivery With Proven GDM Solution Scope
New Global Majors with no GDM Solution Scope
Most Offshore Service Scope
» Focus on offshoring several components associated with traditionally front-end services
» Business Consulting has helped generate increased downstream revenues at several marquee clients
» Business case to guide transition to component-based architecture at a large credit card company, leading to
architecture and development assignments downstream
» Business Process Re-engineering several critical business processes in Sales, Marketing, Finance and
Supply Chain at a Metals manufacturer bringing in downstream work in System Integration, JD Edwards
implementation, architecture and interface design, and data migration
» BPR and IT expenditure optimization assignments at a Mortgage major bringing in BPM and software delivery
assignments
» Process Redesign and Planning assignments at a Food Services major leading to recurring revenue streams
for delivery, ES and IVS
© Infosys Technologies Limited 2003-2004
Analyst Meet 2003
Slide 3
Widening and Deepening Services – Enterprise
Solutions
Business Transformation
Package Enabled Reengineering
Manufacturing
» Business Consulting
» IT Strategy Formulation
» Process Benchmarking
» Process Optimization
» Organizational Change
» Transition Strategy & Planning
» Training & Workshops
Technology Solutions
» Package Evaluation
B2B solutions
E-procurement
Ariba
CRM
» Deployment & Rollout
» System Integration
» Sustenance
© Infosys Technologies Limited 2003-2004
Utilities
Apparel
Siebel, Clarify, Vantive, Oracle
SCM
i2, Manugistics
Retail
Finance
EAI
TIBCO, Vitria, MQSeries
» Package Implementation
» Custom Software Development
Logistics
Business
Understanding
ERP
Software
Skills
SAP, PeopleSoft, Oracle
WMS
HK systems, Yantra WMS
Analyst Meet 2003
Package
Implementation
Slide 4
Widening and Deepening Services - Systems
Integration
Positioning Infosys in the Solutions Leadership Role…
Go-to-Market
Solutions
»
»
»
»
»
»
Enterprise Portal
Microsoft XP Deployment
Platform Migration
Identity Management
Integrated Document Management
High Availability & Business Continuity
(HIBISCUS)
» Sever Consolidation
» Infrastructure Rationalization
© Infosys Technologies Limited 2003-2004
Custom Solutions
» Driven by Client specific requirements
» Leverages
»Go-to-Market Solutions
»Tactical Alliances
» Involves Product(s) Integration
» Data Center Design & Implementation
» Call Center Design & Implementation
» Display contextual expertise by
segregation of generic framework vs.
specific client needs
Analyst Meet 2003
Slide 5
Widening and Deepening Services - Testing
Value Add
Validation
Solutions
Specialty
Validation
Services
Custom
Validation
Services
»
»
»
»
»
» Strategic Test Management
» Consultancy
» Test Process Consultancy
» Test Program Management
»Performance benchmarking
»Reliability Testing
»Security assessment
»Product Certification
» Functionality testing
» Usability testing
» Globalization testing
» Compatibility testing
» Disaster Recovery testing
ROI-based comprehensive, robust and cost-effective methodology
Early value add during the Business Analysis stage
CMMI Level 5 processes for consistency
High Customer Satisfaction
Competency Labs for various Test tools
© Infosys Technologies Limited 2003-2004
Analyst Meet 2003
Slide 6
Widening and Deepening Services - Infrastructure
Services
DATA CENTER
MANAGEMENT
Network Mgmt.
Security
Mail Infrastructure
Hosting
TECHNICAL SUPPORT
Tech. Help Desk
Production Support
Desktop
Infrastructure
APPLICATION
MANAGEMENT
Database Mgmt
Application Monitoring
Operation Support
INFRASTRUCTURE
CONSULTING
IT Process Consulting
Infrastructure Audits
Enterprise Mgmt System
Help Desk Consulting
» State-of-the-art Global Management Centre (GMC) in Bangalore
» Production Support – shared services solution for 24X7, SLA-driven, Tier 1&2 support leading to
significant cost reduction for clients across the world
» Data Center Mgmt enabling an Electronics manufacturer to reduce cost of operations
» Technical Helpdesk support streamlining processes for a satellite communications provider
» Database Mgmt Services enhancing throughput for an office solutions provider
» Secure hosting of mission-critical apps for a leading beverages manufacturer
» Facilities management in 17 centers helping a semi-conductor firm improve quality of operations
© Infosys Technologies Limited 2003-2004
Analyst Meet 2003
Slide 7
GDM Plus – Our Enhanced Service Delivery Model
System
Integration
Enterprise
Solutions
Business
Consulting
Infrastructure
Management
Deepening &
Widening Services
Independent
Validation
Global
Delivery
Model
Business
Solutions
People
Development
Execution Excellence
Operational
Efficiency
Technology
Domain
Expertise
© Infosys Technologies Limited 2003-2004
Quality
Analyst Meet 2003
Slide 8
Execution Excellence - Business Solutions
Leverage Process, frameworks,
methodologies, tools, artifacts and reusable knowledge objects
Thought
Leadership
Alliances
Solutions
Retail
» A set of 6 key business solutions comprising packaged services, artifacts, tools and
expertise addressing leading edge trends in the Retail industry
» Key areas: Distributed Order Mgmt, Merchandizing Analytics, Loyalty, Lead-time
optimization
Financial Services
» Reference Models – Prototypes and business process models, using our Influx
methodology, of complex business flows, aiding in proposals, training
» Component-based Go to Market solutions catering to specific industry pain-points
Auto / Aero / Gas
» Product Devp. Solutions - Concept Design, Detailed Design, Analysis/Optimization,
Manufacturing
» CAD Solutions – Design Automation, Web Models, Data Migration
» Embedded Solutions – Automotive, Avionics, Industrial Automation
Key Alliances
» Microsoft, Informatica, Sun
© Infosys Technologies Limited 2003-2004
Analyst Meet 2003
Slide 9
Execution Excellence – Technology leadership
Mission : Innovation in Solutions and Services, Thought Leadership in Emerging Technologies
Focus Areas : Enterprise Architectures, Performance Engineering, Business Process Management, Pervasive
Computing, I.T Management, Collaboration, Web Services, Knowledge Engineering, Platforms – J2EE, .NET
Solutions and Frameworks
» I.T Effectiveness
» Outsourcing Framework
» Intelligent Production Support Platform
» InFlux
» Speed.NET
» J2EE Prescriptive Architectures
» Performance Engineering Framework
» Technology & Product Evaluation Framework
Thought Leadership
» Web Services
» Knowledge Management
» Convergence
» Collaboration
» Business Process Management
» Performance Engineering
Highlights
» 20+ publications - IEEE Magazines & Proceedings, Darwin Magazine, Dr. Dobbs Journal, .NET Journal, DB2
Magazine, Journal of Electionic Commerce Research…
» WWISA certification program for Software Architects
» 10+ conferences - IEEE Conferences, AMCIS, ICWS, HSBC Cash Managers Handbook, Java One, Stanford
Workshop
» Books - “The Art and Technology of Software Engineering..”, “Mobile IP: Present state and Future”
» 3 Patents in software engineering
» Industry standards bodies – Participating in BPMI, OASIS, OMG
» Rated by Gartner as “Challengers” for Webservices vision and execution ability
© Infosys Technologies Limited 2003-2004
Analyst Meet 2003
Slide 10
Execution Excellence - Domain leadership
» 70 domain experts across 9 industry vertical
groups with
» Hands-on experience (ranging from 6-20
years) in a line function
» Global certifications (CCM, GARP, CFA)
» Responsible for multi-level domain training for
project teams across domains, to enhance
domain skills
» Key driver for identifying, conceptualizing and
building “Vertical solutions”- HIPAA,
Perishables, STP, Basel 2
» Publishing/ presenting thought papers in
international journals and seminars to enhance
brand equity of Infosys
» Global custodian
» Wall street &Technology
» Futures and options weekly
» Energy central
» HSBC cash management handbook
» Conferences
» CLM conference
» STP conference in Japan
» NRF conference
© Infosys Technologies Limited 2003-2004
Energy & Utilities
Healthcare
SCM &
Manufacturing
Insurance
Banking & Cash
Management
DCG
Financial
Securities
Retail and
Distribution
Travel & Tourism
Transportation
In 2003 (Till July):
12 Thought papers presented at international
conferences / published international journals across
industry segments.
Analyst Meet 2003
Slide 11
Execution Excellence - Quality
1993
ISO 9001
1999
CMM Level 5
CMMI
 On-time completion of 89% against
industry benchmark of 66% Source - Software
PCMM
Assessments, Benchmarks and Best Practices , by
Capers Jones
MBNQA
 Average defects delivered – 0.015 against
0.105 for Level 5 organizations Source –
CFPM
IEEE Computer Society: Software Process
Assessment
»CMMI – Enhanced version of CMM, integrates various frameworks created by the SEI
»Infosys - The first Indian software company to be assessed at CMMI level 5, for its offshore and
onsite operations
Enhanced business benefits by
»Strengthening software engineering
processes
»Quantitative risk management and
structured decision making
»Effective integration of people
capabilities with software engineering
discipline
© Infosys Technologies Limited 2003-2004
In the last 30 months
» 17% improvement in productivity
» 24% reduction in delivered
defects
» 28% reduction in defect injection
rate
» Increase in repeat business to
>90%
Analyst Meet 2003
Slide 12
Execution Excellence – Operational Efficiency
Enhance Client Satisfaction
Engagement Management Strategy
» CIO Dashboards & Client Portals
» Monthly and Quarterly Operational
and Mgmt level Reporting
» Annual CSAT and quarterly
engagement / Project feedback
» Quarterly senior mgmt reviews
» Single CXO-level point of contact for
relationship,
» Draws roadmap for account and
leverages cross-functional groups
» Compensation aligned to
accountability
Introducing Global Delivery to
traditionally “onsite” engagements
» Package implementation and
upgrades
» Business Process Transformation
» Account specific onsite:offshore
optimization
Continuous improvement in offshore
productivity through innovation
»
»
»
»
© Infosys Technologies Limited 2003-2004
Use of reference models
Knowledge Transfer at offshore
SLA Based service delivery
Evangelizing Knowledge Management
Analyst Meet 2003
Slide 13
Execution Excellence - People Development
» Focus on Technology
» J2EE Based architecture design and Web services courses covering about
650 people
» High end databases courses like database design, tuning, and performance
testing have covered 300 people
» 250+ employees trained on Designer and Tech. Specialist courses on .Net
» Focus on certification: PMI for Project Managers, Sun, J2EE for architects
» Average of 15.69 days of training per person-year
» Focus on Domain
» Intensive, multi-layered industry vertical training offered by DCG, covering
5000 Project Managers and analysts in domains like Banking, Securities,
Insurance, Retail and Telecom
» Individual Responsibility
» Performance management, career planning and training
» Project utilization
» Adherence to systems and processes
© Infosys Technologies Limited 2003-2004
Analyst Meet 2003
Slide 14
In Conclusion…
GDM Plus, our integrated global delivery model encompassing
vertical solutions, expanding service foot print, and execution
excellence, is our strategic response to the changed market and
competitive landscape, ensuring that we continue to remain ahead
of the curve in delivering the highest value to our customers.
© Infosys Technologies Limited 2003-2004
Analyst Meet 2003
Slide 15
Thank You
www.infosys.com