Production and Operations Management Assignment

Infosys Ltd Operations Management Areas: 10 Decisions

Utkarsh Sharma
19PT2-36 EMP Oct’19

Infosys Ltd augument productivity in the 10 decision areas of operations management through strategic
technological integration. Since its inception in 1981, Infosys has been the poster boy of Indian IT Sector.
The Bengaluru based IT company has led a charmed existence. Known as the IT bellwether, Infosys has
built a reputation among its customer’s. From a small-scale industry to a multi-national corporation.

In operations management, the 10 strategic decisions identify the main areas of operations and specify
the operating objectives for each area. In this case, Infosys applies a variety of approaches, strategies
and tactics suitable to its various industries and markets. As a major industry influencer in the global
market, Infosys employs operations management strategies that affect markets through technological
solutions provided to client firms.

Infosys Ltd Operations Management Areas, 10 Decisions

1. Design of Goods and Services.
The objective in this decision area of operations management is consistency in costs and quality
in producing goods and services. Infosys approach gives top priority for high quality standards,
while cost considerations come second. It also uses advanced digital technologies such as AI,
Machine Learning, Data Analytics and Automation to facilitate consistency in operations and
productivity in this strategic decision area of operations management. Thus, high operational
 efficiency is achieved while ensuring the flexibility of global business in addressing service
industry-specific challenges.

2. Quality Management.
In this strategic decision area of operations management, the objective is to ensure that
product quality to meet customers’ expectations. It is a CMMI Level 5 certified organization
and expert in achieving ISO standards across all its projects.
For example, consistent research on customers’ quality expectations about consumer appliances
inform the company’s procurement department & Operations managers to live up to company
standards and strive for quality work. This emphasize high quality and advanced technological
features.

3. Process and Capacity Design.

The objective in this decision area is to strategically align operations management with business
goals, with consideration for resources. These resources highlight technological resources and
human resources, among various other resources. Adaptation to Industry 4.0 Technologies
define much of processes and production capacities.
For example, LEAN program to validate resources allocation and measure productivity of teams
across all its horizontal as well as vertical domains.
Extensive use of Automation to set productivity goals through automated tools for maximizing
operational efficiency. In this way, operations management for process and capacity design
impose minimal constraints on the multinational business.
Cyclic review of employee and discussion with reporting managers to overcome hinderance and
maximize productivity.

4. Location Strategy.
This strategic decision area of operations management deals with the physical location of
facilities. The objective is to meet company’s operational targets through optimal strategies for
supply chains and target markets. Infosys has an extensive Vendor Management System having
optimal inventory to cost ratios.
Infosys have almost offices in every region across the globe to enable customer satisfaction
And gain trust; with the major presence in India, United States, Australia, China, Japan, Middle
East and Europe, Infosys has 116 development centers and 84 sales and marketing offices
across the world, as in 2017.  With its announcement of a new office in Milwaukee, Wisconsin to
service Harley-Davidson, Infosys opened its 18th international office in the United States.
Infosys locations are strategically determined based on resource accessibility and market
proximity. Productivity goals vary according to industry or market.
5. Layout Design and Strategy.
The strategic objective in this decision area is to apply operations management principles to
optimize workflows and material flows. Operations managers apply the principles of leanness.
Lean thinking, lean development, and lean management in layout design to maximize
operational efficiency and productivity. Extensive support for employee empowerment and
innovation in the global business.
Infosys has become a pioneer in providing services to companies in finance, insurance,
manufacturing and other domains. One of its key products ‘Finacle’ has become a popular
universal banking solution. The other key products and services of Infosys are Infosys Consulting
– a global management consulting service, NIA – Next Generation Integrated AI Platform
(formerly known as Mana), EdgeVerve Systems which includes Finacle, a global banking
platform, Infosys Information Platform (IIP)- Analytics platform, Panaya Cloud Suite, and Skava

6. Job Design and Human Resources.

In this decision area of operations management, the objective is to maintain an adequate and
effective workforce through suitable human resource management strategies. Infosys HR
analytics and periodic Design Thinking session plays a significant role in this area.
For example, the company’s cultural support for continuous learning platforms and adaptation
contributes to workforce capabilities for fulfilling business requirements.
Our organization ensures resource surplus with continuous e-learnings with company’s initiative
of Zero bench enables employee involvement and productivity even when a resource is not in
line with any projects. We believe in re-skilling talents at scale for us and our clients considering
a vision of 5 years from now.

7. Supply Chain Management.

 The operations management objectives in this decision area are to streamline operations for
cost effectiveness and to maintain stable business partnerships with suppliers.
Operating strategies applied in this area contribute to our competitive strengths necessary for
addressing competitive rivalry affecting the multinational business. To address these concerns,
Infosys provides digital technologies to improve suppliers’ decision-making processes for our
supply chain reliability. In addition, the company’s supplier diversity program helps minimize the
risk of overdependence on just one or a few suppliers.
We help senior business leaders transform their value chain through the latest process
innovations and digital capabilities. Delivering practical, strategy-driven value that optimizes and
reinvents the entire supply chain ecosystem. From target operating model planning to S&OP and
IBP, to spend analysis and sustainability drivers, our experts are equipped to help organizations
leverage the latest technologies to drive efficiencies at scale.
Our customized offerings include:
 Operations strategy and process design
 Sourcing and innovation strategy
 Inventory optimization, logistics, control tower & KPI optimization
 Technology recommendation and solution integration

8. Inventory Management.
This strategic decision area of operations management deals with inventory control. The
objective is to maintain adequate inventory for the business. Our company’s operations
managers use online digital tools in managing inventory. These systems automate many aspects
of inventory management and enable Infosys to increase productivity through operational
efficiency. Thus, technological tools characterize our approach in this decision area.

9. Scheduling.
The objective in this strategic decision area of operations management is to achieve operating
targets despite constraints on time and resources.
During the initial decade of its establishment, Infosys concentrated only on the US and Europe;
preferring the global delivery model (GDM). Throughout the 1990s. it focused on just a couple of
sectors- BFSI (banking and financial services) and manufacturing, and soon became a pioneer in
a few areas of IT services- package implementation, application development and maintenance
(ADM in industry parlance) and testing. The one factor that helped it become a pioneer in the IT
sector was that it charged a lesser premium over other Indian IT companies compared to the
global IT service providers.
Infosys has a large variety of schedules because of its operations in different sectors of
industries, such as the healthcare industry, the transportation industry, finance industry etc.
Each scheduling approach considers the challenges in the corresponding operating segment of
Infosys.
In addition, the company’s operations managers apply schedules based on relevant factors like
geographic characteristics and local business conditions. These variables require operational
flexibility that suits the different markets, regions, and industries of Infosys global business.
10. Maintenance.
In this strategic decision area, the objective is to maintain production quality and resource
reliability. Operations managers are tasked with maintaining reliable technological resources
that support multinational business. Operational policies require regular monitoring and
upgrades for technological resources, such as online digital systems.
In addition, operations management strategy maintains productive processes through strict
monitoring and control of workflows. Human resource training and product design also
influence the effectiveness of maintenance of processes. Well adverse with Industry 4.0
technologies in use for monitoring any suspicious behavior of system helps to mitigate the
impact prior to disaster.
Productivity at Infosys
Productivity is evaluated using different sets of criteria or measures that represent the operating
segments or divisions of the global business. Operating segment is measured based on the quantity and
quality of services rendered to our customers.

Infosys operations management strategies in the 10 decision areas also affect the types of productivity
criteria applied to support the decisions of operations managers.