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Transcript of GDM Plus - Enhancing Service Delivery Mohan Sekhar.
GDM Plus - Enhancing Service Delivery
GDM Plus - Enhancing Service DeliveryMohan 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
© 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
© 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
© 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
© 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
© 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
© 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
© 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
© 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
© 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.
© 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
© 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
© 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
© 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.
Thank YouThank You
www.infosys.com