GDM Plus - Enhancing Service Delivery Mohan Sekhar.

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GDM Plus - Enhancing Service Delivery Mohan Sekhar

Transcript of GDM Plus - Enhancing Service Delivery Mohan Sekhar.

Page 1: GDM Plus - Enhancing Service Delivery Mohan Sekhar.

GDM Plus - Enhancing Service Delivery

GDM Plus - Enhancing Service DeliveryMohan Sekhar

Page 2: GDM Plus - Enhancing Service Delivery Mohan Sekhar.

© Infosys Technologies Limited 2003-2004 Slide 2Analyst Meet 2003

GDM Plus – Our Enhanced Service Delivery Model

System Integration

Deepening &Widening Services

Execution Excellence

EnterpriseSolutions

Infrastructure Management

Independent Validation

BusinessConsulting

BusinessSolutions

Technology

DomainExpertise

Quality

PeopleDevelopment

OperationalEfficiency

GlobalDeliveryModel

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© Infosys Technologies Limited 2003-2004 Slide 3Analyst Meet 2003

1999Business Consulting

1999Enterprise Solutions

2002Systems Integration

2001Independent Validation

2002Infrastructure Management

StartedService

ConceiveConceive RefineRefine DevelopDevelop ExtendExtend

» 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

» Stabilize model through iteration

» Service osmosis

ExtendExtend

ExtendExtend

ExtendExtend

DevelopDevelop

RefineRefine

Deepening and widening our Service Profile

10%15%

23% 25% 30% 35%

0%

7%

14%

21%

28%

35%

FY99 FY00 FY01 FY02 FY03 Q1 FY04

%

“New” Services as % of Revenue

“New” services defined as services other than Application Development, Maintenance, Re-Engineering and Products

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© Infosys Technologies Limited 2003-2004 Slide 4Analyst Meet 2003

Widening and Deepening Services – Business Consulting

Question Areas

Content Areas

ServiceSolutionScopeComparison

What ?

Why ? How ?

Who?

When?

Infosys Business Consulting Solution Scope

Front-endServices

Specialty ITServices

General ProjectManagement

Project Implementation

Staffing Services

Infosys-Delivery With Proven GDM Solution Scope

Most Offshore Service Scope

New Global Majors with no GDM Solution Scope

Infosys : An End-To-End Solutions Partner

» 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

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© Infosys Technologies Limited 2003-2004 Slide 5Analyst Meet 2003

WMS HK systems, Yantra WMS

WMS HK systems, Yantra WMS

Package Enabled ReengineeringPackage Enabled Reengineering

SCM i2, Manugistics

SCM i2, Manugistics

CRM

Siebel, Clarify, Vantive, Oracle

CRM

Siebel, Clarify, Vantive, Oracle

EAI TIBCO, Vitria, MQSeries

EAI TIBCO, Vitria, MQSeries

ERP

SAP, PeopleSoft, Oracle

ERP

SAP, PeopleSoft, Oracle

E-procurement Ariba

E-procurement Ariba

B2B solutionsB2B solutions

ManufacturingManufacturing

ApparelApparel

LogisticsLogistics

RetailRetail

UtilitiesUtilities

FinanceFinance

PackageImplementation

BusinessUnderstanding

Software Skills

Widening and Deepening Services – Enterprise Solutions

Business Transformation

» Business Consulting

» IT Strategy Formulation

» Process Benchmarking

» Process Optimization

Business Transformation

» Business Consulting

» IT Strategy Formulation

» Process Benchmarking

» Process Optimization

Technology Solutions

» Package Evaluation

» Package Implementation

» Custom Software Development

» Deployment & Rollout

» System Integration

» Sustenance

Technology Solutions

» Package Evaluation

» Package Implementation

» Custom Software Development

» Deployment & Rollout

» System Integration

» Sustenance

» Organizational Change

» Transition Strategy & Planning

» Training & Workshops

» Organizational Change

» Transition Strategy & Planning

» Training & Workshops

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© Infosys Technologies Limited 2003-2004 Slide 6Analyst Meet 2003

Positioning Infosys in the Solutions Leadership Role…

Widening and Deepening Services - Systems Integration

Go-to-Market Go-to-Market SolutionsSolutions

Go-to-Market Go-to-Market SolutionsSolutions

» Enterprise Portal» Microsoft XP Deployment» Platform Migration» Identity Management» Integrated Document Management» High Availability & Business Continuity

(HIBISCUS)» Sever Consolidation» Infrastructure Rationalization

» Enterprise Portal» Microsoft XP Deployment» Platform Migration» Identity Management» Integrated Document Management» High Availability & Business Continuity

(HIBISCUS)» Sever Consolidation» Infrastructure Rationalization

Custom SolutionsCustom SolutionsCustom SolutionsCustom 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

» 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

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© Infosys Technologies Limited 2003-2004 Slide 7Analyst Meet 2003

Widening and Deepening Services - 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

» 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

Custom Validation

Services

Specialty Validation

Services

Validation Solutions

Val

ue

Ad

d

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© Infosys Technologies Limited 2003-2004 Slide 8Analyst Meet 2003

Widening and Deepening Services - Infrastructure Services

» 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

DATA CENTER MANAGEMENTNetwork Mgmt.

SecurityMail Infrastructure

Hosting

DATA CENTER MANAGEMENTNetwork Mgmt.

SecurityMail Infrastructure

Hosting

TECHNICAL SUPPORTTech. Help Desk

Production SupportDesktop

Infrastructure

TECHNICAL SUPPORTTech. Help Desk

Production SupportDesktop

Infrastructure

INFRASTRUCTURE CONSULTING

IT Process ConsultingInfrastructure Audits

Enterprise Mgmt SystemHelp Desk Consulting

INFRASTRUCTURE CONSULTING

IT Process ConsultingInfrastructure Audits

Enterprise Mgmt SystemHelp Desk Consulting

APPLICATION MANAGEMENTDatabase Mgmt

Application MonitoringOperation Support

APPLICATION MANAGEMENTDatabase Mgmt

Application MonitoringOperation Support

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© Infosys Technologies Limited 2003-2004 Slide 9Analyst Meet 2003

GDM Plus – Our Enhanced Service Delivery Model

System Integration

Deepening &Widening Services

Execution Excellence

EnterpriseSolutions

Infrastructure Management

Independent Validation

BusinessConsulting

BusinessSolutions

Technology

DomainExpertise

Quality

PeopleDevelopment

OperationalEfficiency

GlobalDeliveryModel

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© Infosys Technologies Limited 2003-2004 Slide 10Analyst Meet 2003

Leverage Process,  frameworks, methodologies, tools, artifacts and re-

usable knowledge objects

Thought Leadership Alliances

Solutions

Execution Excellence - Business 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

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© Infosys Technologies Limited 2003-2004 Slide 11Analyst Meet 2003

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

Execution Excellence – Technology leadership

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

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© Infosys Technologies Limited 2003-2004 Slide 12Analyst Meet 2003

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

Retail and Distribution

Transportation

HealthcareEnergy & Utilities

Insurance

Banking & CashManagement

SCM & Manufacturing

FinancialSecurities

Travel & Tourism

DCG

In 2003 (Till July):

12 Thought papers presented at international conferences / published international journals across industry segments.

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© Infosys Technologies Limited 2003-2004 Slide 13Analyst Meet 2003

CMMICMMI

PCMMPCMM

MBNQAMBNQA

CFPMCFPM

1993

ISO 9001

1999

CMM Level 5

On-time completion of 89% against

industry benchmark of 66% Source - Software Assessments, Benchmarks and Best Practices , by Capers Jones

Average defects delivered – 0.015

against 0.105 for Level 5 organizations Source – IEEE Computer Society: Software Process Assessment

Execution Excellence - Quality

Enhanced business benefits by»Strengthening software engineering

processes»Quantitative risk management and

structured decision making»Effective integration of people

capabilities with software engineering discipline

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%

»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

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© Infosys Technologies Limited 2003-2004 Slide 14Analyst Meet 2003

Execution Excellence – Operational Efficiency

Introducing Global Delivery to traditionally “onsite” engagements

Continuous improvement in offshore productivity through innovation

» Package implementation and upgrades

» Business Process Transformation » Account specific onsite:offshore

optimization

» Use of reference models» Knowledge Transfer at offshore» SLA Based service delivery » Evangelizing Knowledge Management

Engagement Management Strategy

» Single CXO-level point of contact for relationship,

» Draws roadmap for account and leverages cross-functional groups

» Compensation aligned to accountability

Enhance Client Satisfaction

» CIO Dashboards & Client Portals» Monthly and Quarterly Operational

and Mgmt level Reporting» Annual CSAT and quarterly

engagement / Project feedback» Quarterly senior mgmt reviews

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© Infosys Technologies Limited 2003-2004 Slide 15Analyst Meet 2003

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

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© Infosys Technologies Limited 2003-2004 Slide 16Analyst Meet 2003

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.

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