INAUGURAL

ISSUE
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About Global Services LIVE!
Global Services LIVE! is a compendium of
case studies that define global sourcing.

G lobal Services LIVE! is the

world’s first compilation of
success stories in ITO and
BPO. It is a year-long program pub-
lished quarterly for service providers
to showcase their best projects and
the program is delivered in multiple
formats like online articles, microsite,
and digital magazine to name a few.

Why is it Important?
For Services Buyers
 Global Services LIVE! is a ready-to-refer resource on case studies in your industry. In
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 Helps services buyers to identify services providers with demonstrated capabilities,
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Global Services

5 GlobalServices www.globalservicesmedia.com December 2010

Contents
BANKING, FINANCIAL SERVICES AND INSURANCE HEALTHCARE

8 Developing Strategic Solutions 26 ‘Lift & Shift’ Migration

Client: Bank of Ireland Provider: Dell Services Client: Owens & Minor Provider: Dell Services

9 Streamlining Operational Workflow 27 Global Website Management and Development

Client: Metlife Provider: Ci&T Client: a healthcare and consumer products company
Provider: Ci&T
10 End User Services
Client: a universal bank Provider: Microland Limited
HI-TECH

BUSINESS SERVICES 30 Developing Hotsites

Client: Yahoo! Provider: Ci&T
12 New Billing Processes
Client: Recall Corporation Provider: Dell Services 31 Remote Backup Management
Client: a leading software product company
13 Remote IT Infrastructure Management Service Provider: Microland Limited
Client: a FTSE 100 services company
Provider: Microland Limited
MANUFACTURING

CONSUMER PACKAGED GOODS 34 New IT & Apps Platforms

Client: Verso Paper Corp Provider: Dell Services
16 Agile Methodologies for Web Management
Client: Coca-Cola Brazil Provider: Ci&T 35 Automating Dealer Operations
Client: a large automobile manufacturer
17 SOX Compliance Provider: NIIT Technologies
Client: Unilever Provider: Capgemini

18 Leveraging Lean Methodology

TELECOM
Client: McDonalds Brazil Provider: Ci&T

19 Finance and Accounting Solutions 38 Enhanced Customer Experience- 360 degrees

Client: Coca-Cola Enterprises Provider: Capgemini Client: a telecom company Provider: Tech Mahindra

39 Business Efficiency Through Shared Services

Client: an IP network carrier Provider: Tech Mahindra
DIVERSIFIED

22 Global Network Management

TRAVEL AND TRANSPORTATION
Client: a Fortune 10 global
conglomerate Provider: Microland Limited 42 IT Integration Project
23 Message Migration and Management Client: Enterprise Holdings Provider: Dell Services
Client: a Fortune 100 company Provider: Microland 43 Making Cargo Handling World Class
Limited
Client: a premier cargo ground handling company
Provider: NIIT Technologies
44 Streamlining Workflow
Client: a U.S.-based freight carrier Provider: DATAMARK

*All the information (text and logos) in this edition (GS Live, December 2010) is provided by numerous service providers. Global
Services is not responsible for the completeness, accuracy, reliability, suitability or legality for these case studies. Any reliance you
place on such information is therefore strictly at your own risk.

6 GlobalServices www.globalservicesmedia.com December 2010

BANKING,
FINANCIAL
SERVICES AND
INSURANCE
DEVELOPING STRATEGIC SOLUTIONS /8
CLIENT: Bank of Ireland
PROVIDER: Dell Services

STREAMLINING OPERATIONAL WORKFLOW /9

CLIENT: Metlife
PROVIDER: Ci&T

END USER SERVICES /10

CLIENT: a universal bank
PROVIDER: Microland Limited

Sponsors

Developing Strategic
Solutions
Dell Services delivered strategic
solutions to Bank of Ireland
The Client:
Bank of Ireland is a leading Europe-
an retail bank, providing corporate
and retail banking services, foreign
exchange and hedging facilities, stock
brokerage, insurance and fund man-
agement, and financial advisory
services. BOI was established in 1783
by Royal Charter and today has over
16,000 employees in eight countries
worldwide.
Situational Analysis:
Bank of Ireland (BOI) faced complex
issues in the delivery of applications
development and maintenance with-
in the functional areas of bookkeep-
ing, multi-channel architecture, and
core banking interfaces. The bank
also needed to mitigate risk, control
application development costs, and
access additional resources to meet
shifting project loads.
Bank of Ireland had the following
requirements:
 Changes were needed to improve
customer experience.
 The bank needed to enhance
multiple applications and
peripheral systems to improve
flexibility and meet future
demands created by market dri-
vers and customer service needs.
 BOI required advanced banking
technology systems including a
8 GlobalServices
BANK OF IRELAND BANKING, FINANCIAL SERVICES & INSURANCE
highly sophisticated decision
making engine.

BOI needed a highly sophisticat-
ed and fully automated money-
laundering detection solution
Solution:
Dell Services formerly Perot Systems,
delivered both long-term strategic
solutions and day-to-day applications
operating improvements to help BOI
solve business challenges.
Customer Data System : Dell Services
developed a customer records interface
linked to six other applications.
Transforming Legacy Applications :
The Dell Services team developed and
implemented a custom solution with
a central repository for customer,
product, and service information.
Basel II & Sarbanes-Oxley Financial
& Accounting Disclosure Mandates:
To interface with existing systems,
Dell Services contributed expertise in
mainframe technologies, application
testing tools, and implementation of
the SAP Bank Analyzer solution.
Anti-Money Laundering (AML)
Technology Dell Services developed
an application to extract data from the
mainframe system and built an
interface to a third party tool
to detect, investigate, track, report,
and alert employees of suspicious
transactions.
www.globalservicesmedia.com
At A Glance
CLIENT
Bank of Ireland (BOI)
SERVICE PROVIDER
Dell Services
INDUSTRY
BFSI
SERVICE PROVIDED
ADM
SOLUTION
Delivered long-term strategic
solutions and day-to-day appli-
cations operating improvements
SUCCESS METRICS
The Bank of Ireland credits the collabo-
rative and interdependent relationship
with Dell Services for expanding off-
shore capabilities, enhancing long-term
delivery, and improving business
processes through gained knowledge.
Additional benefits for BOI included:
 A greater volume of applications
projects output.
 Meeting critical external deadlines
for European and cross-border pay-
ments, and “Chip and PIN”
 Cost benefits by offshoring more
than 350 person-years of labor to
reduce onsite contractor costs.
 Flat IT expenses over the past three
years.
For more information on how Dell can help
your organization, please contact
Sujata_Rakhra@Dell.com or
Savitha_Lakshman@Dell.com.
Please also visit dell.com/services for
more information on their capabilities.
December 2010
BANKING, FINANCIAL SERVICES & INSURANCE METLIFE

Streamlining
Operational Workflow
Ci&T improves operational workflow for MetLife

Situational Analysis: sulting, application outsourcing and

At A Glance
CLIENT
MetLife was looking for a solution to digital marketing services to its cus-
MetLife
streamline its operational flow, tomers – with its innovation, exper-
reducing the amount of manual tise and skill set. Through the part- SERVICE PROVIDER
processes and consolidating proposal nership, MetLife was able to work Ci&T
information into a single database with Ci&T’s experts to streamline INDUSTRY
while continuing to meet the compa- life insurance issuing process, creat- BFSI
SERVICE PROVIDED
Mainframe Migration
ny’s high quality standards. In order ing a state-of-the-art automated sys-

SOLUTION
to do this, MetLife needed a reliable tem named Morpheus. This allowed

Created a New Automated

partner to provide: MetLife to achieve higher workforce

 A new, automated operational
flow for life insurance issuing
process
 High-quality IT applications,
process controls and business
System
productivity and better databank
control management, vital in accom-
plish its goal of increasing clients to
100 million worldwide by 2010.
Ci&T was able to meet every pre-
established milestone and the project

“
rules. was completed within five months.
 Project deliverables in a timely  MetLife has achieved a reduction SUCCESS METRICS
and well-scoped manner. in the time required for issuing Ci&T was able to meet every pre-estab-
life insurance policies from 10 lished milestone and the project was com-
Solution: days to less than 24 hours. pleted within five months.
 MetLife has achieved a reduction in the
MetLife chose one of the top applica-  MetLife’s Brazilian unit reduced
time required for issuing life insurance
tion development companies in the the insurance proposals approval policies from 10 days to less than 24
world, Ci&T. Ci&T delivers con- time by 90 percent. hours
 MetLife’s Brazilian unit reduced the
insurance proposals approval time by
90 percent
“When we invested in the implementation
of a new application by Ci&T, MetLife sought
an innovative tool that would allow the issuance
of policies with significantly greater efficiency.
Once successfully in use for our individual and
SMB customers, we decided that our corporate
clients would benefit from the tool as well. What
For more information on this service from Ci&T,
began as an isolated support tool is now critical write to leonardo@ciandt.com or visit their office
at Ci&T, 640 Freedom Business Center, Suite
to the daily operation of our business.” 210, King of Prussia, PA 19406.

BRENO GOMES, CHIEF INFORMATION OFFICER, METLIFE BRAZIL

Phone: +1 610 482 4810 Fax: +1 267 775 3347

9 GlobalServices www.globalservicesmedia.com December 2010

 A UNIVERSAL BANK
End User Services
Microland improves workforce productivity for a univer-
sal bank through total ownership of end user services
The Client:
The client is a universal bank head-
quartered in Europe. The company
operates over 2000 branches in 72
countries and employs more than
80,000 people across the world. The
bank offers a variety of financial
products and services under
Investment Banking, Asset
Management, Retail and Corporate
banking to corporate and institution-
al clients along with private and busi-
ness clients.
Situational Analysis
A robust end user services model to
support the IT infrastructure of the
bank was a critical element in deliv-
ering high quality services to the
bank’s customers. However, the bank
faced challenges in maintaining the
quality of services -.
 A geographically distributed and
silo based IT support meant var-
ied end user experience across the
organization.
 Lack of a single point contact and
ownership of tickets resulted in
high resolution times thus leading
to employee productivity issues.
 Poor scalability resulted in
10 GlobalServices
BANKING, FINANCIAL SERVICES & INSURANCE
inability to support the rapid
expansion plans of the business.
Solution:
The deliverables from Microland
included an introduction and man-
agement of a standardized end user
services delivery model across the
bank’s infrastructure operations. The
salient points of the Microland solu-
tion were
 Created a centrally located tech-
nical help desk to provide
streamlined end user services
through a single location that
catered to all the branches in the
geography.
 Introduced a value centric frame-
work that leveraged analytics and
automation to deliver enhanced
experience to customers while
reducing the costs. Some of the
processes introduced were - call
flow analysis, problem manage-
ment analysis, automated perfor-
mance tuning, workflow automa-
tion, self-help portals and auto-
mated healing. This resulted in
faster resolution of incidents,
reduced number of calls and bet-
ter service levels to the end users.
www.globalservicesmedia.com
At A Glance
CLIENT
A universal bank
SERVICE PROVIDER
Microland Limited
INDUSTRY
BFSI
SERVICE PROVIDED
End user services
SOLUTION
Built a standardized end user
services delivery model
SUCCESS METRICS

TCO Reduction- Over 20% reduction
in TCO was achieved due to the consol-
idation of multi location service desks to
a central location
 Business – IT Alignment- By creating a
centralized service desk to serve multiple
locations and businesses, the IT team
could scale up on-demand and keep
pace with the business growth
High Performance.
 Usage of advanced analytics and
automation in handling of the tasks
resulted in a First Call Resolution
(FCR) rate of 85%
 The client was able to realize an end user
satisfaction rate of 96%
For more information on Microland Limited,
write to TransformIT@microland.com or visit
www.microland.com
December 2010
 FC- BFSI

BUSINESS
SERVICES
NEW BILLING PROCESSES /12
CLIENT: Recall Corporation
PROVIDER: Dell Services

REMOTE IT INFRASTRUCTURE MANAGEMENT SERVICE /13

CLIENT: a FTSE 100 Services Company
PROVIDER: Microland Limited

Sponsors

New Billing Processes
Dell Services developed a highly customized revenue
management operation for Recall Corporation
The Client:
Recall Corporation is a worldwide net-
work of document management com-
panies helping businesses securely
manage their information throughout
its lifecycle. Their services include doc-
ument management and storage,
secured destruction services, and data
protection services.
Situational Analysis:
Every month Recall visits more than
100,000 customer locations, providing
a variety of document storage, secured
destruction, and data protection ser-
vices. Capturing the exact services ren-
dered and accurately billing their cus-
tomers, per contractual agreement, is a
critical segment of their Perfect Order
customer service program and sustains
their competitive business model. As
Recall grew through acquisition, they
were focused on integrating these new
operations and providing excellent
“
customer service.
However, the back-office functions
lagged with high staff turnover result-
ing in the billing process needing
improvements and operational disci-
pline to generate consistent accuracy.
Solution:
In June 2006, Recall engaged Dell
“Turning our billing process over to Dell
has refocused our staff to work with
strategic issues that are more valuable to our
clients and our company.”
DOUG DUSKIN, CFO, RECALL CORPORATION, NORTH AMERICA
12 GlobalServices
RECALL CORPORATION
Sevices to assist with their “Financial
Transformation” project and develop a
roadmap of related activities to
improve billing processes and reduce
administrative costs. As part of this ini-
tiative, Recall outsourced the majority
of their North America Region billing
processes to Dell.
Highlights of this engagement:

Recall worked with Dell to estab-
lish a highly customized revenue
management operation dedicated
to Recall’s North America Region
to support client billing in excess
of $25M each month at the com-
pany’s Chennai, India facility
 A joint transition team imple-
mented standard operating proce-
dures and accuracy service level
metrics, resulting in improved
internal controls, increased accura-
cy, and billing consistency
 The billing transaction processing
remained within the Recall enter-
prise systems and secure IT envi-
ronment
Highlights of the solution:
 Developed process discipline
along with operating metrics
 Established a high-quality off shore
business process delivery team
www.globalservicesmedia.com
BUSINESS SERVICES
At A Glance
CLIENT
Recall Corporation
SERVICE PROVIDER
Dell Services
INDUSTRY
Document Managment
SERVICE PROVIDED
Outsourced billing processes
SOLUTION
Developed a highly customized
revenue management operation
SUCCESS METRICS
 Increased accuracy: Now when cus-
tomers challenge billings, the data
details are more available and reliable
which helps support the resolution.
 Saved money: Reduced billing
department expenses by 40 percent
annually.
 Decreased total billing resources by
16 percent: Shifting the majority of
billing functions to their Chennai
operations center leveraged global
delivery advantages and energized
staffing in a cost-advantaged location.
 Increased overall productivity:
Consistent processing quality and
continuous process improvements
allowed redeployment of existing
billing staff to more valuable corpo-
rate assignments.
For more information on how Dell can help
your organization, please contact
Sujata_Rakhra@Dell.com or
Savitha_Lakshman@Dell.com. Please also visit
dell.com/services for more information on their
capabilities.
December 2010
BUSINESS SERVICES AN FTSE 100 SERVICES COMPANY
Remote IT Infrastructure
Management Services
Microland delivers end to end IT
infrastructure services for a FTSE 100
company through an exclusive
Offshore Management Center
The Client:
The client is a services and outsourc-
ing company headquartered in
United Kingdom and has been deliv-
ering essential public services for
more than 40 years.
The client offers innovative solutions
that help the government to improve
services across many areas of public
life, from justice to healthcare, educa-
tion to defense. The client is listed on
the London Stock Exchange and is a
constituent of the FTSE 100 Index.
Situational Analysis:
A critical component in the client’s
business model is to maintain high
rebid and new customer win rates.
Achieving this meant building long-
term relationships with the cus-
tomers and also meeting — and
more often exceeding — the cus-
tomer expectations.
To enable this, the client wanted to
create an IT Infrastructure services
support model that could be offered as
a standardized service to its diverse
range of enterprise customers.
The objectives of this initiative were
 Expansion of the services to the
end customers on a 24x7 model
 Partnering long term with an IT
infrastructure services provider
who could standardize the service
offerings, expand and assist with
13 GlobalServices
redesigning the service catalogue
and create a technology roadmap
for the future
 Create a shared services model
for technology support and fur-
ther leverage this platform as the
core service differentiator to win
new enterprise customers
 Realize significant savings in the
long term through the shared ser-
vice model and redirect the savings
delivered from the engagement
into customer facing programs.
Solution:
In 2005, Microland set up a dedicated
state of the art Offshore Management
Center (OMC) for managing the
client’s IT infrastructure backbone.
Microland also integrated real time
service governance and reporting por-
tal to ensure transparency and confi-
dence in remote operations.
This was followed by setting up of a
dedicated service excellence team that
assisted the client in their customer fac-
ing service catalog redesign and pre-
sales process. Microland extensively
leveraged its service delivery platform
“smartcenter” which offered a flexible,
multi-tenanted, multi-technology
delivery model to the client. The plat-
form offered an industrialized service
delivery model that supported output /
outcome-based pricing models.
www.globalservicesmedia.com
At A Glance
CLIENT
An FTSE 100 services company
SERVICE PROVIDER
Microland Limited
INDUSTRY
Services and Outsourcing
SERVICE PROVIDED
End to End IT Infrastructure
Services
SOLUTION
Set up a dedicated Offshore
Management Center
SUCCESS METRICS
 Total Cost of Ownership (TCO)
Reduction — The client’s TCO was
reduced by over 35% through a
combination of hybrid delivery
models, process excellence and year
on year productivity gains
 IT – Business Alignment —
Creation of an agile and flexible
shared services model enabled the
client to seamlessly integrate new
end customers faster and deliver
superior end customer satisfaction
 A standardized catalogue and a pre-
dictable cost model accelerated the
Go-To-Market (GTM) initiatives of
the client
 High Performance — A reduction
in Mean Time to Recovery (MTTR)
by 25 % and average incidents per
device by 70% was achieved
For more information on Microland Limited,
write to TransformIT@microland.com or visit
www.microland.com
December 2010
 Digital Magazine
Every Fortnight

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GLOBAL SERVICES DIGITAL MAGAZINE

Frequency: Fortnightly
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 FC- BFSI

CONSUMER
PACKAGED
GOODS
AGILE METHODOLOGIES FOR WEB MANAGEMENT /16
CLIENT: Coca-Cola Brazil
PROVIDER: Ci&T

SOX COMPLIANCE /17

CLIENT: Unilever
PROVIDER: Capgemini

LEVERAGING LEAN METHODOLOGY /18

CLIENT: McDonalds Brazil
PROVIDER: Ci&T

FINANCE AND ACCOUNTING SOLUTIONS /19

CLIENT: Coca-Cola Enterprises
PROVIDER: Capgemini

Sponsors
 COCA-COLA BRAZIL CONSUMER PACKAGED GOODS

Agile Methodologies
for Web Management
Ci&T consolidated Website management for
Coca-Cola Brazil

Situational Analysis:
Coca-Cola Brazil was looking to con-
solidate all of its Web-site manage-
ment partners and work with just
one. It needed one partner to
launch and then update more than
25 of its product Web sites. This
was a huge project for Coca-Cola
and the company wanted a partner
that could do this in a shorter time-
frame with the ability to change
course mid-way through the pro-
ject, if needed.
At A Glance
CLIENT
Solution:
After evaluating several vendors, Coca- Coca-Cola Brazil
Cola chose Ci&T because of its use of SERVICE PROVIDER
Ci&T
INDUSTRY
agile methodologies. These method-
Consumer Packaged Goods
ologies ensure that customers receive
SERVICE PROVIDED
deliverables much more quickly and
also allow Ci&T to be more flexible Web-site building and manage-
with customers’ changing needs. ment
SOLUTION
Developed the deliverables lever-
Because Ci&T was able to leverage
aging agile methodologies
these methodologies, the first set of
deliverables was produced more quick-
ly than expected - and helped to speed
up the launching and updating of SUCCESS METRICS
Coca-Cola´s 25 sites.
 Coca-Cola has experienced signifi-
cantly less spend on development
activities.
 Because of the consolidation of

“
development partners, Coca-Cola is
now able to better manage the devel-
opment process more easily.
 Coca-Cola has leveraged Ci&T to
establish processes to help streamline
the technology and creative processes
to save time and money
 Coca-Cola has been able to lessen
management overhead because of
the consolidation of agencies.

One of Ci&T’s competitive advantages is its

management expertise. Because of this,
For more information on this service from Ci&T,
Coca-Cola now has the highest level of planning write to leonardo@ciandt.com or visit their office
at Ci&T, 640 Freedom Business Center, Suite 210,
and control of its site-development activities.” King of Prussia, PA 19406.Phone: +1 610 482

JORGE OSMAN,COCA-COLA´S DIRECTOR OF BUSINESS SOLUTIONS

4810 Fax: +1 267 775 3347

IMPLEMENTATION, BRAZIL

16 GlobalServices www.globalservicesmedia.com December 2010

CONSUMER PACKAGED GOODS
SOX Compliance
Capgemini transformed SOX compliance from project to
process for Unilever
The Client:
Unilever deals in 400 brands span-
ning 14 categories of home, personal
care and foods products. Every day,
150 million people choose the
brands of Unilever such as OMO,
AXE, Dove, Lux, Knorr, Lipton, Walls
and Ben & Jerry’s. Unilever employ
over 174 000 people in around 100
countries worldwide. Unilever man-
ages a number of strategic partner-
ships globally which includes
TESCO, Carrefour, Ahold and Wal
Mart. They have strong brand pres-
ence in home care, personal care,
foods and ice creams.
Situational Analysis:
Unilever was concerned about its
yearly turnover of over €5B
SOX compliance processes. With
($6.65B), Unilever’s US operations
were organized into four units with
some corporate functions (such as
treasury, tax, employee benefits, risk
and insurance management) central-
ized at HQ and provided as a shared
service. The units were not co-locat-
ed and many business processes were
not homogeneous. In addition, they
had their own manufacturing plants
and distribution centers that were
common in only a few instances. The
challenge for the CFO was to initiate
a comprehensive service compliance
program which would be both cost-
effective and annually sustainable
from the outset.
17 GlobalServices
UNILEVER
Solution:
The entire process mapping, docu-
mentation and management attesta-
tion process were outsourced to
Capgemini’s Management Assurance
Services (MAS), a service line within
Capgemini’s Business Process
Outsourcing practice. The MAS
SOX framework serves not only as a
cost-effective compliance method
but also incorporates process remedi-
al work, and through Business
Insight drives continuous improve-
ment and best practice. In 2006,
Capgemini worked in close collabo-
ration with Unilever to put together
a comprehensive, adaptive program
for the management of the SOX com-
pliance requirements, accommodating
the specific needs of the client’s envi-
ronment while exploiting the benefits
of Capgemini’s proven SOX compli-
ance framework. In 2007 and 2008,
thanks to the established SOX frame-
work and by gradually shifting process
support to an on-site/offshore delivery
model, Capgemini was able to drive
down the client’s costs of compliance
and concurrently increase quality and
timeliness. Today, Capgemini’s solu-
tion is an integral part of the client’s
SOX compliance program, yet the
client retains overall program gover-
nance and control.
For more information on this service from
Capgemini, write to Jean Christophe Ravaux,
Global Sales Officer, Capgemini BPO at jean-
christophe.ravaux@capgemini.com
www.globalservicesmedia.com
At A Glance
CLIENT
Unilever
SERVICE PROVIDER
Capgemini
INDUSTRY
Consumer Packaged Goods
SERVICE PROVIDED
Management Assurance Services
SOLUTION
Put together a comprehensive,
adaptive program for management
of SOX compliance requirements
SUCCESS METRICS
The Capgemini MAS team leveraged
onsite/offshore delivery that operates at
offshore rates along with their
Compliance Center of Excellence net-
work to drive client savings of over 40%.
These cost savings resulted from reduc-
tions in labor costs and from the central-
ized delivery method that successfully
strips out project management overhead.
In short, an annual project was industri-
alized into a repeatable and sustainable
process. The SOX compliance frame-
work program provided the following
sustainable benefits:
 Overall improvement in the control
environment
 Readily available process documen-
tation and standard operating proce-
dures for business units with a view
to harmonizing processes across the
units
 Reduced effort and freeing up of
internal resources
 Cost advantage of offshoring of over
a third of the program
December 2010
 MCDONALDS BRAZIL CONSUMER PACKAGED GOODS

Leveraging Lean
Methodology
Ci&T improves McDonalds' IT process efficiency

At A Glance
CLIENT
Situational Analysis: achieve new levels of efficiency that
McDonalds Brazil faced a distinct would reduce costly waste of materials McDonalds Brazil
SERVICE PROVIDER
Ci&T
challenge in optimizing its controllable and improve the overall effectiveness of
INDUSTRY
food system. In order to provide sup- the system.
port and reduce raw material waste in Packaged Goods
SERVICE PROVIDED
IT Process Efficiency
the system, the company required an Solution:
SOLUTION
overhaul of its IT and business process- To improve process efficiency for
es to improve the overall quality of McDonalds, Ci&T used a unique Leveraged the proven principles
of the lean methodology to focus
on delivering value and eliminat-
support in the field. Ultimately, approach to IT, leveraging the proven
ing waste
McDonalds Brazil enlisted Ci&T to principles of the lean methodology,
implement new IT and business which focus on delivering value and
processes that would reduce waste and eliminating waste. Once the new

“
enable McDonalds to achieve better processes were implemented and the SUCCESS METRICS
control of the materials in its system, new systems were up and running,
providing the support necessary to McDonalds was able to better control  The fast food giant anticipates that
ensure optimization of processes at all its raw material assets across 568 the overall improved efficiency of its
times. In this, McDonalds hoped to restaurants in Brazil. controllable food system will factor
into a 1 percent annual cost savings,
or the bottom-line equivalent to
more than a 3 percent increase in
annual sales.
 Using a Lean approach to IT, Ci&T
was able to create improvements in
Our business is made up of cents. The control and efficiency that
greater our ability to maintain IT systems McDonalds expects will enable it to
and equipment operation, the more opportuni- divert approximately 15 to 20 percent
ty exists for us to provide better products for of its maintenance costs to new prod-
uct development and innovation.
our customers. With the system running to its
fullest potential, it adds greater value to our
business, enabling better control of the opera-
tion of restaurants, with the benefits exempli- For more information on this service from Ci&T,
write to leonardo@ciandt.com or visit their office
fied in the quality of the final product” at Ci&T, 640 Freedom Business Center, Suite 210,
King of Prussia, PA 19406.Phone: +1 610 482

A MCDONALDS EXECUTIVE
4810 Fax: +1 267 775 3347

18 GlobalServices www.globalservicesmedia.com December 2010

CONSUMER PACKAGED GOODS COCA-COLA ENTERPRISES

Finance and Accounting

Solutions
Capgemini enabled Coca-Cola Enterprises to achieve
major cost savings through a finance optimization project
The Client: million per annum in CCE’s transac-
At A Glance
CLIENT
Coca-Cola Enterprises is the world’s tion work, through a finance opti-
Coca-Cola Enterprises
largest marketer, producer and dis- mization project.
tributor of Coca-Cola products. SERVICE PROVIDER
Operating in 46 U.S. states and Solution: Capgemini
Canada, CCE is the exclusive Coca- CCE chose Capgemini to implement INDUSTRY
Cola bottler for all of Belgium, con- comprehensive finance and account- Consumer Packaged Goods
SERVICE PROVIDED
Finance and accounting solutions
tinental France, Great Britain, ing (F&A) solutions throughout

SOLUTION
Luxembourg, Monaco and the CCE’s global business to create an effi-

A unique order-to-cash approach

Netherlands. Sales represent 16% of cient process in a cost-effective envi-

to the transformation project

The Coca-Cola Company’s world-
wide volume.
Situational Analysis:
In early 2007, Coca-Cola Enterprises
(CCE) conducted a benchmarking
exercise to see how the organization’s
ronment for order-to-cash services,
purchase-to-pay accounting, and
record-to-report activities, as well as a
comprehensive document manage- SUCCESS METRICS
ment solution. The transformation The contract with CCE will run for
project focuses primarily on a joint seven years from July 2008, and the
CCE-Capgemini unique order-to-cash total contract value amounts to approx-

“
effectiveness and efficiency stacked approach, utilizing a best-of-breed imately $137 million. The partnership
up against the competition. With credit toolset designed to increase the will realize the following benefits for
this study they identified that to effectiveness and efficiency of credit their business:
become more efficient, CCE would and collection departments. In addi-  Accelerate the transformation and
need to conduct as much of its trans- tion, the automated credit module help achieve near world-class perfor-
action processing as possible in a low enables CCE to apply a single set of mance through standardizing and
streamlining operations.
cost country, either with a third party approved rules and procedures to every
 Deploy a global unified solution
outsourcer or a captive shared ser- credit decision, improving the efficien-
across all CCE business units to sup-
vices center. The economic goals cy and consistency of the decisionmak- port the business that includes stan-
were to achieve cost savings of $20 ing process. dardization and process improve-
ment while maintaining high stan-
We are on track to achieve the targeted dards of control and compliance.
 Achieve a minimum savings target
savings at the tail end of the transition with of 25%
Capgemini. Our internal benchmarks have gotten  Mitigate risks while transitioning

better, and through good people management, the work and implementing new
tools, systems and technologies.
we have reduced severance costs. The concept of
®
Capgemini’s Rightshore solution is a definite plus
on their side of the ledger.” For more information on Capgemini, write to

JOE HEINRICH, VICE PRESIDENT, FINANCE GLOBAL INITIATIVES, CCE

Claude Hartridge, Vice President, Executive Sales
at Claude.hartridge@capgemini.com

19 GlobalServices www.globalservicesmedia.com December 2010

 FC- BFSI

DIVERSIFIED
GLOBAL NETWORK MANAGEMENT /22
CLIENT: a Fortune 10 global conglomerate
PROVIDER: Microland Limited

MESSAGE MIGRATION AND MANAGEMENT /23

CLIENT: a Fortune 100 company
PROVIDER: Microland Limited

Sponsor

Global Network
Management
Microland delivers a global service
model for managing the network
infrastructure of a Fortune 10 company
The Client:
The client is a diversified multina-
tional conglomerate operating
across multiple segments such as
energy, finance, technology infra-
structure, media, consumer &
industrial. The company operates
in over 100 countries, employs
more than 300,000 people world-
wide and has been has been consis-
tently ranked amongst the Fortune
10 companies for several years.
Situational Analysis:
 The client maintained a region-
al Network Operations Center
(NOC) structure that demand-
ed global coordination between
the IT teams and business
units.
 The technology teams were also
under constant pressure from
the business to significantly
reduce the cost base.
 The client had to manage hun-
dreds of global telecom service
providers with no control over
the Service Level Agreements
(SLAs).
 A poor centralized asset & con-
figuration standards repository
led to further inefficiencies in
operations.
22 GlobalServices
A FORTUNE 10 GLOBAL CONGLOMERATE
Solution:
Microland built an integrated global
service model that aligned with the
client’s business needs and ensured
compliance to stringent SLAs by set-
ting up a service governance team.
Microland also invested heavily into
automation and analytics resulting
in process and SLA improvements.
Besides, the support team KRAs
were aligned to client’s business
goals and reviewed on a periodic
basis.
A SWAT team was created that
completed 100% mapping of tele-
com circuits and assets to improve
knowledge management and service
responsiveness.
The scale of operations covered was
 Management of 100,000 voice
ports and 14000 devices which
covered 40% WAN, 50% LAN,
10% security services and 10%
WAP of the client’s network
landscape.
 Microland also manages 80+
global telecom operators and
22,000+ circuits and for the
client.
www.globalservicesmedia.com
DIVERSIFIED
At A Glance
CLIENT
A Fortune 10 global conglomerate
SERVICE PROVIDER
Microland Limited
INDUSTRY
Diversified
SERVICE PROVIDED
Network Management Services
SOLUTION
Built an integrated global service
model
SUCCESS METRICS
 Total Cost of Ownership (TCO)
Reduction- The client’s TCO was
reduced by over 40% through a
combination of hybrid delivery
models, process excellence and year
on year productivity gains
 IT – Business Alignment-
Microland enabled the client to
offer a standardized shared service
model to the business globally. Also
the business responsive support
team delivered on SLAs consistently.
 High Performance-The client real-
ized a reduction in Mean Time To
Recovery (MTTR) rate and average
incidents per device rate by 60%
and 70% respectively. Further ser-
vice compliance of key telecom
operators improved by 20%
For more information on Microland Limited,
write to TransformIT@microland.com or visit
www.microland.com
December 2010
DIVERSIFIED A FORTUNE 100 COMPANY
Message Migration
and Management
Microland ensures Six Sigma class email
availability and zero error migrations for
the world’s largest Microsoft Exchange
installation
The Client:
The client is a Fortune 100 diversified
company with a strong set of global
businesses in infrastructure, finance
and media. The client operates across
multiple segments including aircraft
engines, power generation, medical
imaging, television programming and
consumer goods.The client is listed in
the NYSE and is a constituent of the
Dow Jones Industrial Average (DJIA).
Situational Analysis:
The client houses the largest enter-
prise Microsoft Exchange setup in
the world today, with over 400,000
mailboxes. The messaging infrastruc-
ture is spread across 19 data centers
with over 500 servers around the
world. In addition to this, the infra-
structure also caters to about 50,000
mobility users. The client needed a
partner who could:
 Manage the messaging infrastruc-
ture and the user accounts from a
centralized offshore location while
ensuring continuous availability to
the business
 Lower the operational costs &
implement a shared services model
across the organization
 Migrate mailboxes to newer
Microsoft Exchange platforms
when needed
23 GlobalServices
Solution:
Microland started this engagement in
1999 and continues to manage the
messaging infrastructure for the client.
At that time, the infrastructure consist-
ed primarily of Exchange 5.5 servers.
Over the years, in addition to manag-
ing the messaging ecosystem,
Microland also undertook platform
migration from Exchange 5.5 to
Exchange 2000 and later to Exchange
2003.
The salient points of the Microland
solution are
 A total ecosystem based approach
for managing the messaging and
the associated infrastructure viz.
instant messaging, security, mobil-
ity, storage, backup etc
 Consolidation of the exchange
environment and a single SLA
driven ITIL based messaging
management model across the
organization
 Extensive leverage of Six Sigma
and FMEA (Failure Mode Effect
Analysis) methodologies to ensure
continuous process efficiencies
 Proactive monitoring and man-
agement of incidents using
automation frameworks
 High visibility and control of
operations to the client through a
customized CIO Dashboard
www.globalservicesmedia.com
At A Glance
CLIENT
A Fortune 100 company
SERVICE PROVIDER
Microland Limited
INDUSTRY
Diversified
SERVICE PROVIDED
Messaging Management &
Migration
SOLUTION
Leveraged Six Sigma and FMEA
methodologies
SUCCESS METRICS
 TCO Reduction: Vendor management
costs reduced by 30%; Data center con-
solidation and virtualization reduced
server footprint by 30%; Delivered year-
on-year reduction in cost per mailbox
 High Performance: Maintained email
service availability at 99.9X%; Ensured
defect free-migration and deployment,
and zero end user impact on migration
 IT – Business Alignment: End to end
service delivered to client’s shared ser-
vices group offering them ease of man-
agement and chargeback; New
site/cluster deployment time reduced
from 32 to 9 days, thus increasing the
IT’s teams’ responsiveness to business
needs; Enabled automatic retrieval
and download of warranty and contract
details and triggered automatic alerts
30/60/90 days before warranty expira-
tion, thus streamlining and internal
business process for the client’s IT team
For more information on Microland Limited,
write to TransformIT@microland.com or visit
www.microland.com
December 2010
 FC- BFSI

HEALTHCARE
‘LIFT & SHIFT’ MIGRATION /26
CLIENT: Owens & Minor
PROVIDER: Dell Services

GLOBAL WEB MANAGEMENT AND DEVELOPMENT /27

CLIENT: a healthcare and consumer products company
PROVIDER: Ci&T

Sponsors
 OWENS & MINOR HEALTHCARE

‘Lift & Shift’ Migration

Dell Services used a “lift and shift” migration to modernize
a heavily customized ERP platform
The Client:
Owens & Minor, Inc., a Fortune 500
company, is a leading national distrib-
utor of name-brand medical and surgi-
cal supplies and a healthcare supply-
chain management company.
Situational Analysis:
The company needed to modernize its
systems to provide for future enhance-
ments and growth, while improving
performance.
The decision to migrate all mainframe
processing of its mission-critical enter-
prise resource planning (ERP) system
to a framework based on Microsoft®
Windows® was also governed by the
need to preserve the company’s 20
years of IP-based data, systems, and
unique business logic.
changes to current systems during
At A Glance
CLIENT
the migration period

Owens & Minor
Sustaining adequate performance
SERVICE PROVIDER
of applications in the Windows
Dell Services
environment
INDUSTRY
 Ensuring that the project stayed
within the approved budget Healthcare
SERVICE PROVIDED
Solution: Mainframe Migration
Dell Services used a “lift and shift” SOLUTION
Used a “lift and shift” migration to
Windows
migration to Windows to modernize
Owens & Minor’s heavily customized
ERP platform. The first aim of the lift
and shift migration was to achieve a SUCCESS METRICS
“like-for-like” system by running
extensive testing. The implementa-  Cost savings. The project is expect-
tion of a relational database manage- ed to yield substantial annual sav-
ment system reduced risk by introduc- ings while improving efficiencies
ing minimal change to applications, for supply chain management.
while providing for data tier modern-  Planning for the Future. The

“
Specific project goals included: ization. migration ensured that the compa-
 Achieving timely or early project The key steps followed by Dell ny’s core IP remained intact and
completion to allowing termina- Services in the migration exercise were: achieved greater optimization.
tion of mainframe services  “Lift and shift” Cobol from  Higher performance. The new IT
 Preventing disruption to ongoing Mainframe to Wintel infrastructure delivers greater per-
business operations  Configure Database I/O routines formance capabilities.
 Delivering defect-free software in in Wintel Environment  Enhanced customer service. The
the Windows environment  Retrofit user interface modernization will
 Implementing change control  Test and Fix deliver better online tools for
processes to allow business-critical  Implementation Owens & Minor customer service
representatives.
This was a complex and mission-critical  Increased staff productivity and
project, and we are proud of the benefits efficiency. Simplified business
this successful collaboration brings to Owens & processes.

Minor. The migration establishes a powerful and

flexible computing platform to drive future
growth and innovation.” For more information on how Dell can help
your organization, please contact

CHUCK LYLES, PRESIDENT OF DELL SERVICES PUBLIC SERVICES

Sujata_Rakhra@Dell.com or

SECTOR
Savitha_Lakshman@Dell.com. Please also visit
dell.com/services for more information on their
capabilities.

26 GlobalServices www.globalservicesmedia.com December 2010

HEALTHCARE A HEALTHCARE AND CONSUMER PRODUCTS COMPANY

Global Web Management

and Development
Ci&T implemented processes for
website management for a global
healthcare products company
The Client:
A leading healthcare and consumer
products company.
Situational Analysis:
A global healthcare products compa-
ny was looking for a way to manage
and develop its complete portfolio of
web properties more consistently and
efficiently. Because the company
operates hundreds of sites across mul-
tiple regions and business units,
inconsistencies in processes for devel-
oping and managing of these sites
were resulting in unnecessary costs
At A Glance
CLIENT
A healthcare and consumer
products company
SERVICE PROVIDER
Ci&T
INDUSTRY
Healthcare
SERVICE PROVIDED
Website Management and
media development, it ultimately select-
Development
ed Ci&T, which specializes in the
SOLUTION
design and development of web portals,
consumer-facing websites, intranets and Implemented processes for
mobile applications. With a skilled website management employing
Agile methodologies and
nearshore capabilities
team of developers employing Agile
methodologies, Ci&T quickly imple-
mented processes for website manage-
ment that helped the company to
achieve its goal of greater agility and
innovation, with IT delivering more SUCCESS METRICS
value to the marketing organization.
Ci&T provided the digital marketing  With the transformation in process-
expertise to design and build the web es, web properties today go live
properties in an integrated fashion, uni- much faster than before, bringing
more agility to the business.
 All websites are fully compliant with

“
and tension between marketing and
IT. In addition, the company saw an
opportunity to improve its cross-plat-
form web development, as well as to
leverage its existing assets to receive
greater value from these properties.
Solution:
As the healthcare product company
sought a vendor to manage digital
fying creative design and development
into an Agile framework that utilizes
short-cycles of feedback and greater
involvement to produce results faster
and with higher quality, while leverag-
ing nearshore capabilities and helping
the company unify its processes for
managing these sites across global
regions and business units.
internal and external regulations for
site management at the source,
avoiding re-work or customer com-
plaints.
 Ultimately, the high satisfaction of
the client led to a lasting relationship
that has continued through multiple
application development projects.

The fact that Ci&T is a CMMI5-certified

company that masters Agile methods like
no other was a key factor in this partnership,
since you need to combine strong discipline For more information on this service from
Ci&T, write to leonardo@ciandt.com or visit
with high interaction and speed in a project of their office at Ci&T, 640 Freedom Business
Center, Suite 210, King of Prussia,
international scale such as this,” PA 19406. Phone: +1 610 482 4810

BRUNO GUICARDI, CHIEF OPERATING OFFICER AT CI&T.

Fax: +1 267 775 3347

27 GlobalServices www.globalservicesmedia.com December 2010

 FC- BFSI

HI-TECH
DEVELOPING HOTSITES /30
CLIENT: Yahoo!
PROVIDER: Ci&T

24X7X365 REMOTE BACKUP MANAGEMENT /31

CLIENT: a Leading Software Product Company
PROVIDER: Microland Limited

Sponsors

Developing Hotsites
Yahoo! and Ci&T Create an Offshore Site
Situational Analysis:
Yahoo! was looking to strengthen and
expand its presence in Latin America.
In order to do this, Yahoo! knew that it
needed a development partner to help
create hotsites to support the expan-
sion and maintenance of its platform
products. Yahoo! was looking for a
partner with capabilities such as:
 A highly qualified team in
LAMP technology
 Cost effectiveness
 Scalability and process innova-
tion
 Ability to quickly adapt its
process to Yahoo! Methodology
Solution:
Yahoo! chose one of the top 100 out-
sourcing companies in the world,
Ci&T.Ci&T delivers consulting,
application outsourcing and digital
“
One of our most successful outsourcing
partnerships is with Ci&T. Ci&T delivers con-
sistent quality and transparency into its man-
agement services - emphasizing both pre-
dictability and punctuality in development.”
RODOLFO CALIL, YAHOO! OUTSOURCING MANAGER
30 GlobalServices
YAHOO! HI-TECH
marketing services to its customers in
At A Glance
CLIENT
a unique way – with its innovation,
expertise and skill set. Through this Yahoo!
partnership, Yahoo! was able to work SERVICE PROVIDER
with Ci&T’s team of experts to lever- Ci&T
age the newest and best technologies INDUSTRY
Hi-tech
SERVICE PROVIDED
for Web development. This allowed
Web development
Yahoo! to meet the needs of its por-
SOLUTION
tal, which has more than 345 million
Developed the requested hot-
users worldwide. Ci&T was able to
sites leveraging agile method-
deliver all the requested hotsites to
ologies
Yahoo! quickly, leveraging agile
methodologies.
SUCCESS METRICS
 Yahoo! has been able to extend its
presence in Latin America, as well
as its ability to deliver sponsored
sites as fast as three days from the
definition of layout to market.
 Ci&T met 100 percent of launch
dates for all of the hotsite projects.
For more information on this service from
Ci&T, write to leonardo@ciandt.com or visit
their office at Ci&T, 640 Freedom Business
Center, Suite 210, King of Prussia, PA 19406.
Phone: +1 610 482 4810
Fax: +1 267 775 3347
www.globalservicesmedia.com December 2010
HI-TECH A LEADING SOFTWARE PRODUCT COMPANY
Remote Backup
Management
Microland enables a 24××7×
×365 Backup
Management service model for a lead-
ing storage software company
The Client:
The client is one of the world’s leading
software product companies with
more than 17,500 employees in over
40 countries. The company provides
security; storage and systems manage-
ment solutions to help its customers –
from consumers and small businesses
to the largest global organizations –
secure and manage their information.
The client is a Fortune 500 Company
and a constituent of the S&P index.
Situational Analysis:
Being the largest vendor of backup
management software in the world,
the client needed a cost effective and a
global delivery services strategy for
backup operations management.
Increasingly, its clients were expecting
both product and service packaged
into one offering, and hence the licens-
ing component of the revenue had
become the major growth driver.
Offshore backup management model
was a key element of this strategy
because of the inherently lower cost of
delivery as well as rapid scalability it
offered.
The client needed a partner with
remote infrastructure operations
expertise who could provide backup
31 GlobalServices
management services that enabled
reduction in risk exposure and adhered
to the stringent service levels while
being a cost effective solution to the
end customers.
Solution:
Microland offered a 24X7X365
remote backup management model
to the client. Microland built
processes, tools and methodologies
which included in-house developed
tools as well as client’s tools for
monitoring and management of
backups. Microland started the
engagement by drawing up a
detailed RACI chart that clearly
defined the roles and responsibilities
of Microland, client and the end
customer. Microland’s offshore team
provided day to day back up of
monitoring, trouble shooting and
operations management.
The key deliverables included
 Maintain the service level of
monthly backup success rate at
upwards of 98%
 Actively track backup failures for
toubleshooting, remediation and
reporting.
 Initiate the data restore within two
hours on receiving the request.
www.globalservicesmedia.com
At A Glance
CLIENT
A leading software company
SERVICE PROVIDER
Microland Limited
INDUSTRY
Independent Software Vendor (ISV)
SERVICE PROVIDED
Managed Backup Services
SOLUTION
24X7X365 remote backup
management model
SUCCESS METRICS
TCO Reduction: Lower price points
owing to offshore remote delivery
model; Highly predictable cost model
based on per backup client
IT – Business alignment: Parameters
like committed backup success rate
and restore & response times are built-
in in the SLAs, thus increasing visibili-
ty and benefi ts to end customers.
High Performance: Extension of the
back up support window from the
standard 8x5 model to a full
24X7X365 model; Tool based manage-
ment and monitoring ensured high
backup success rate of over 99%
For more information on Microland Limited,
write to TransformIT@microland.com or visit
www.microland.com
December 2010
 FC- BFSI

MANUFACTURING
NEW IT & APPS PLATFORMS /34
CLIENT: Verso Paper Corp
PROVIDER: Dell Services

AUTOMATING DEALER OPERATIONS /35

CLIENT: one of the world’s largest automobile manufacturers
PROVIDER: NIIT Technologies

Sponsor
 VERSO PAPER CORP MANUFACTURING

New IT & Apps Platforms

Dell customized and applied its well-established transition
methodologies for Verso Paper Corp

The Client:
Based in Memphis, Tennessee, Verso
Paper Corp. is a leading North
American producer of coated and spe-
cialty papers used in magazines,
catalogs, and commercial printing
applications.
Verso Paper Corp. was spun off by its
multinational parent in 2006. As part
of the divestiture, the parent company
agreed to provide IT services for one
year. The former parent would provide
only very limited transition support.
Situational Analysis:
Verso’s challenge was to establish an
entire IT infrastructure and all applica-
tions in just 12 months or face severe
financial penalties from the parent
company for continued support.
As a $1.6 billion “startup” company,
Verso conducted a rigorous review
process with three primary objectives
IT solutions to the business.

After the RFP process, only 4½
months remained to complete the
project, which would serve rough-
ly 3,000 employees dispersed
among facilities in 11 U.S. states.
Solution:
Dell Services applied its well-estab-
lished transition methodologies,
which were then customized to meet
Verso’s specific requirements. Project
teams were quickly formed recruiting
the most knowledgeable leadership
from across both companies. Dell
personnel included dedicated on-site
team members and leveraged exper-
tise from delivery centers in the U.S.,
India, and Mexico.
The creation of a single, integrated
program management office proved
to be a key element for the project’s
ultimate success. This office provided
At A Glance
CLIENT
Verso Paper Corp
SERVICE PROVIDER
Dell Services
INDUSTRY
Manufacturing
SERVICE PROVIDED
New IT & Applications Platforms
SOLUTION
An integrated program manage-
ment office for the transition project
SUCCESS METRICS
 Avoided financial penalties. Verso
was not assessed substantial fees
that would have been imposed for
continued support from the for-
mer parent company.
 Cost identification at a service-unit
level. Allows better utilization and
total cost of ownership management
to reduce overall expenses for IT.

“
for the review process: highly structured oversight of multi-  Improved engineering control
 An on-schedule separation from ple concurrent projects. Success technical infrastructure. Better
the former parent. required constant focus on the pro- definition for levels of redundancy,
 A high-value solution over the ject schedule, reprioritization of work failover, virtualization, and disaster
term of the contract. as required, risk management, rapid recovery.
 A tightly integrated team in which escalation of issues, and clean  Incremental savings opportuni-
Verso IT and the services provider cutovers of critical services during the ties. Dell Services has identified
would collaborate to deliver new transition period. efficiencies that are expected to
generate $600,000 in additional
savings annually.
“Dell Services and Verso IT work so closely
and seamlessly together that to our end-
user community, IT services are seen as coming For more information on how Dell can help
your organization, please contact
from a single organization. There is no ‘us and Sujata_Rakhra@Dell.com or
them’ – it is just the IT team.” Savitha_Lakshman@Dell.com. Please also visit
dell.com/services for more information on their

BEN HINCHMAN, VP AND CIO, VERSO PAPER CORP

capabilities.

34 GlobalServices www.globalservicesmedia.com December 2010

 MANUFACTURING ONE OF THE WORLD'S LARGEST AUTOMOBILE MANUFACTURERS
Automating Dealer
Operations
NIIT deployed a bi-lingual Sales and
Logistics System for an auto major
The Client:
The client is one of the world's largest
automobile manufacturers out of
Japan. They produce vehicles in 26
countries and regions and marketing
vehicles in more than 170 countries
and regions. In fiscal 2006, they came
out with over eight million vehicles on
a consolidated basis to customers
around the world under their different
brands. They had over 280,000
employees at the end of fiscal 2006.
Situational Analysis:
The client selected Thailand as the
largest base outside of Japan for assem-
bly and manufacture of its leading
range of vehicles for the Asian and
European markets. Headquartered in
Bangkok, they extended their manu-
facturing capacity and capability and
supported this initiative with a com-
prehensive rebuilding of IT and IS
infrastructure. A key area of focus is
the dealer network, the effectiveness
and efficiency of which is the prime
derive of sales..
35 GlobalServices
At A Glance
CLIENT
A large automobile manufacturer
SERVICE PROVIDER
NIIT Technologies
INDUSTRY
Travel and Transportation
Solution: SERVICE PROVIDED
NIIT Technologies has worked with Infrastructure services
the client in Japan, Singapore, SOLUTION
Deployed bi-lingual (English and
Japanese) Sales and Logistics
Thailand and Belgium in offering a
System
wide range of custom application
development, maintenance, enhance-
ment, deployment and user support
services, for over 10 years, and contin-
ues to support their initiatives in the
region, including its programme for
improving internal communications SUCCESS METRICS
and data exchange.
The customer has seen significant
Functional areas of focus have been
improvement in stock management,
dealer operations, after sales system,
transparency for the dealer of their
service management, spares and war-
order, flexibility on order amend-
ranty claims management. The most
ments, complete tracking of vehicles,
widely deployed system is the bi-lin-
and various MIS reports. Higher cus-
gual (English and Japanese) Sales and
tomer satisfaction has been reported,
Logistics System, which connects the
along with a reduction in lead time for
Company with its dealers, and
legal approvals. The business has seen
Distributors across the world. The sys-
efficiencies within the workshop and
tem includes vehicle logistics, order-
improvement in stock maintenance
ing, vehicle tracking, production and
and productivity improvement in the
load planning, and price negotiation.
packing operation.
It is deployed across 11 countries at
380 dealers’ locations with over 3,000
users.
For more information on NIIT Technologies ,
write to romy.chopra@niit-tech.com or visit
www.niit-tech.com
www.globalservicesmedia.com December 2010
 Global Services LIVE!
Q1, 2011 EDITION

Releasing March 2011

Case studies are invited from service providers.
For more details click here or contact Satish Gupta at satishg@cybermedia.co.in
 FC- BFSI

TELECOM
ENHANCED CUSTOMER EXPERIENCE- 360 DEGREES /38
CLIENT: a telecom company
PROVIDER: Tech Mahindra

BUSINESS EFFICIENCY THROUGH SHARED SERVICES /39

CLIENT: an IP network carrier
PROVIDER: Tech Mahindra
 A TELECOM COMPANY TELECOM

Enhanced Customer
Experience- 360 degrees
Tech Mahindra helped a telecom ser-
vice provider to build efficient and
streamlined business processes
The Client:
Client is one of the largest telecom ser-
vice providers in India with a customer
base of 50 million across 20 circles.
The client provides services including
basic telephony services, cellular ser-
vices and broadband services for both
retail and enterprise customers.
Situational Analysis:
The client was facing low customer
satisfaction and high operational costs
due to scattered customer care call cen-
tres. As a result of multiple location
contact centre architecture, the operat-
ing costs were high and quality of cus-
tomer experience wasn’t consistent.
Percentage of repeat calls was also very
high leading to low customer satisfac-
tion. The client wanted Tech
Mahindra to help them improve oper-
ational efficiency by transform-
ing/redesigning business processes to
help improve customer satisfaction.
Solution:
Tech Mahindra’s Business Process
Management (BPM) team understood
the requirements of the client and
formed a core team of experts com-
prising of BPM resources. The team
did a second level drill down to arrive
at the Root Cause Analysis (RCA).
The team comprising of various
functional SPOCs then did a brain-
to actually come out with the proba-
ble factors which triggered the repeat
calls in the first place. Key factors
were short listed and sub teams were
formed to study and find a resolution
for each factor. The solution was then
implemented and regular team meet-
ings were held to understand the
impact of solution and recommend
modifications if required.
During the RCA following key fac-
tors were identified, analyzed and
worked upon to increase customer
satisfaction.
 Ease to Access Centre
 Changes in the IVR Proposed
 Premium Customer Handling to
ensure that top skill associates
(Green Band) handle premium
customer calls. In case of a high
queue time premium customers
are given preference.
 Desk Aid for Associates- Tech
Mahindra implemented inhouse
developed tool to ensure a single
screen availability of all critical
information sources / tools
 Knowledge Bank- made available
the Online product / Process infor-
mation repository and the Scenario
specific script guide to the customer
service associates to ensure that they
were equipped with full informa-
tion categorized on various scenar-
ios while they are servicing the call.
At A Glance
CLIENT
a telecom company
SERVICE PROVIDER
Tech Mahindra
INDUSTRY
Telecom
SERVICE PROVIDED
transforming/redesigning business
processes
SOLUTION
BPM Solution based on Six Sigma
and Balanced Scorecard practices
SUCCESS METRICS
 Tech Mahindra designed and
implemented an efficient &
streamlined process SOP across all
processes.
 New schemes related calls reduced
by 20%
 Significant reduction in repeat
calls
 Calls per subscriber (CPS) reduced
to as low as 0.46 from a high of 1.8
 Answered level (AL) established at
98% compared to the previous
level of 58.9%
 Reduced revenue leakage
 Reduced AHT, response time,
resulting in agile response to com-
petitive moves
For more information on this service from Tech
Mahindra, write to abhinavb@techmahindra.com
or the centralized contact id part-
ners@techmahindra.com

storming session amongst themselves  Repeat Call Resolution Project

38 GlobalServices www.globalservicesmedia.com December 2010

 TELECOM AN IP NETWORK CARRIER
Business Efficiency
Through Shared Services
Tech Mahindra helped an IP net-
work carrier deploy a powerful busi-
ness intelligence solution
The Client:
Customer owns and operates the 2nd
largest IP network in the U.S with 20
MPLS nodes across the US, making up
one of the larger MPLS networks of any
carrier in the region. The Customer
wanted to clear backlog orders pending
for delivery which needed to be worked
on priority to ensure they are not fur-
ther delayed. The client needed a better
management information system to
monitor and manage its growing global
organization.
Situational Analysis:
The customer needed to find a busi-
ness intelligence solution that would
provide a better warehouse and a
robust system that would automate the
labour intensive process of manually
moving data from one system to
another. The client was also looking at
ways to improve time-to-market time-
frame for the new services, reduce
operating costs and increase quality of
their services.
The need was also to implement
advanced inventory management sys-
tem built in-line with industry stan-
dards and efficient debt management
tools to manage credits in other mar-
ket segments. Looking at the whole
process there was also the need to
implement appropriate complaint
hanling systems in place to resolve
individual complaints quickly.
39 GlobalServices
Solution:
Working with Tech M, the client
deployed a powerful business intelli-
gence solution based on the perfor-
mance management system. Tech M
undertakes the ownership of integrat-
ing the processes of strategy manage-
ment, planning, budgeting, forecast-
ing financial consolidation, manage-
ment reporting and analysis, as well as
compilation, validation and comple-
tion of the reports that the client is
mandated to provide under the
Columbus agreement. The centralized
source of data has helped eliminate the
reporting of contradictory information
from different data sources by various
groups within the global company.
Tech M provided the reports as per the
timetable agreed between the client
and account. Deliver further benefits
to client in terms of reduced manpow-
er required offshore to continue
reporting process with the use of
automation. The solution deployed
allowed the client to unify inventory
systems into a single database. The
operator is provided with an integrated
fraud management solution on the
one hand, and is assured of receiving
revenue without losses from core lines
of business on the other hand. Tech M
undertook a reconciliation and valida-
tion between provisioning and
Invoice/Billing to establish a baseline
Inventory of services.
www.globalservicesmedia.com
At A Glance
CLIENT
an IP network carrier
SERVICE PROVIDER
Tech Mahindra
INDUSTRY
Telecom
SERVICE PROVIDED
business intelligence solution
SOLUTION
deployed a business intelligence
solution based on the perfor-
mance management system
SUCCESS METRICS
 Efficient & streamlined handling of
routine work allowed client
resources to focus more on cus-
tomer interaction and relationship
management.
 Set foundation for providing report
management as a shared service
which can be used by other
accounts as well
 Standardisation of reporting for-
mats and contents and closer align-
ment with ITIL methodology
 Significant reductions in operating
cost
 Rationalised costs and enhanced
productivity through scalable, high
quality and cost effective services
For more information on this service from Tech
Mahindra, write to abhinavb@techmahindra.com
or the centralized contact id part-
ners@techmahindra.com
December 2010
 Digital Magazine
Every Fortnight

www.globalservicesmedia.com

GLOBAL SERVICES DIGITAL MAGAZINE

Frequency: Fortnightly
Format: Digital Magazine & Downloadable PDF
Number of Pages: 20-25
Distribution: 115, 000 Opt-in Global Subscribers + Distribution through various
social media networks

To advertise or for more information contact Niketa Chauhan at niketac@cybermedia.co.in

www.globalservicesmedia.com/E-Magazine
 FC- BFSI

TRAVEL AND
TRANSPORTATION
IT INTEGRATION PROJECT /42
CLIENT: Enterprise Holdings
PROVIDER: Dell Services

MAKING CARGO HANDLING WORLD CLASS /43

CLIENT: a premier cargo ground handling company
PROVIDER: NIIT Technologies

STREAMLINING WORKFLOW /44

CLIENT: a U.S.-based freight carrier
PROVIDER: DATAMARK

Sponsor

IT Integration Project
Dell Services revamps operational and back-
office systems at Enterprise Holdings
The Client:
In 2007, Enterprise Holdings (previ-
ously known as Enterprise Rent-A-
Car) acquired Vanguard, including
the National Car Rental and Alamo
Rent A Car brands, to make itself a
leading player in both corporate and
retail car rental at the airport. As with
all large acquisitions, there was a
need to integrate the business opera-
tions, financial systems, and HR
processes. Enterprise selected Dell
Services as its IT partner to accom-
plish this ambitious integration.
Situational Analysis:
Following the acquisition, new busi-
ness processes had to be developed to
integrate two very different organiza-
tions while leveraging the strengths
of each. The challenge was to com-
bine the operations of Enterprise,
“
National and Alamo and create a
fully integrated solution. Ultimately
that solution needed to support all
three brands with consolidated finan-
cial and back-office systems that
streamlined operations, eliminated
unnecessary expense, and provided
the highest levels of customer service.
Finding a partner that you can trust, that
can be relied upon, and that operates with
integrity, flexibility and transparency is both
difficult and indispensible. Dell Services is such
a partner.”
CRAIG KENNEDY, CHIEF INFORMATION OFFICER, ENTERPRISE
HOLDINGS
42 GlobalServices
ENTERPRISE HOLDINGS
Solution:
Dell Services leveraged its deep
industry knowledge, strength in
application development and the
power of multi-national support
teams. Working with Enterprise on
an ambitious 24-month integration
program, we developed and imple-
mented change that touched most
major operational and back-office
systems.
The program included a significant
effort to rework business processes
and modify operational systems.
Those modifications enabled con-
solidation of the fleet, deployment
of multiple point-of-sale systems in
more than 150 airport locations,
and expansion of the capabilities
offered to Enterprise Holdings cus-
tomers across all three car rental
brands.
As part of the companywide initia-
tive to integrate National and
Alamo employees into an enhanced
organizational structure, Dell
Services also consolidated the
company’s employee database into
a single PeopleSoft HRMS applica-
tion.
www.globalservicesmedia.com
TRAVEL & TRANSPORTATION
At A Glance
CLIENT
Enterprise Holdings
SERVICE PROVIDER
Dell Services
INDUSTRY
Transportation
SERVICE PROVIDED
IT Integration
SOLUTION
Reworked business processes
and modified operational systems;
consolidated employee database
SUCCESS METRICS
 Operations. The Enterprise Hold-
ings fleet was consolidated into a sin-
gle database platform and synchro-
nized through near-real-time inte-
gration across the entire business,
providing enhanced capabilities
 Organization. The combined work-
force of 68,000 Enterprise, Alamo
and National employees was migrat-
ed to the new PeopleSoft platform.
New reporting and management
structures were implemented, back
office applications were consolidated.
• Business Process. Many develop-
ment hours were invested to aug-
ment and support enhanced busi-
ness processes. The strength of each
brand was leveraged to provide a
wide range of services to the com-
bined customer base.
For more information on how Dell can help
your organization, please contact
Sujata_Rakhra@Dell.com or
Savitha_Lakshman@Dell.com. Please also visit
dell.com/services for more information on their
capabilities.
December 2010
 TRAVEL & TRANSPORTATION
Making Cargo
Handling World Class
NIIT developed a world class cargo ground handling sys-
tem for a premier cargo ground handling company
The Client:
Our client is a premier cargo ground
handling company with a wealth of
experience and expertise in handling
the various services required for pas-
senger and freight aircrafts. Its services
include catering, passenger baggage,
cargo and ramp handling, aircraft inte-
rior cleaning, aircraft security and air-
craft linen laundry. Consistently rated
the best Air Cargo Terminal Operator
in Asia, its cargo and mail handling
services are ISO-9002 certified.
Situational Analysis:
The client, in partnership with anoth-
er airline, was looking at developing a
world class cargo ground handling sys-
tem. A search for a quality software
solutions company was initiated and
NIIT Technologies was selected based
on its capability to deliver defect free
solutions on time and NIIT
Technologies expertise in delivering
applications in the airline domain.
Solution:
The tight schedule of the project com-
bined with vast scope demanded the
use of certain innovative tools tech-
niques and practices. A highly skilled
team of professionals was deployed for
doing the gap analysis onsite. The pro-
43 GlobalServices
A PREMIER CARGO GROUND HANDLING COMPANY
ject was divided into three modules. A
At A Glance
CLIENT
part of the team was assigned the task
of understanding the requirements a premier cargo ground handling
from the users while the others went company
about the arduous task of understand- SERVICE PROVIDER
ing the design of the database and the NIIT Technologies
front end which was not documented. INDUSTRY
Travel and Transportation
SERVICE PROVIDED
The knowledge gained by both the
Application development
teams was shared and documented at
SOLUTION
the end of each day, ensuring opti-
Cargo ground handling system
mum use of both time and people and
that a knowledge base was built which
could be leveraged in future assign-
ments. The set-up onsite was done in
parallel to the requirement analysis to
save on time and the total team size SUCCESS METRICS
grew to about forty people. Software
Professionals with the required exper- The customer has appreciated NIIT
tise were recruited and were trained Technologies for the high system avail-
within the project on NIIT ability and meeting the SLAs. NIIT has
Technologies CMM level 5 compliant also become the chosen implementation
Quality methodologies in a record partner for the customer for implement-
time of a week. ing similar applications at other loca-
NIIT Technologies ensured that each tions in the APAC region.
module was assigned its own Quality
Manager. Besides, an independent test
team was formed to test functionality
and navigation. The sole objective of
this team was to perform regression
testing. The development of the parser
was jointly undertaken by NIIT
Technologies and the client and com- For more information on NIIT Technologies ,
write to Narayanan.Kallapiran@niit-tech.com
pleted before time. or visit www.niit-tech.com
www.globalservicesmedia.com December 2010

Streamlining Workflow
Freight carrier eliminates waste and reduces
costs in order-to-bill cycle with DATAMARK
The Client:
The U.S.-based freight carrier has
been in business for several years with
a large fleet servicing the continental
U.S. as well as the adjoining countries
of Mexico and Canada. The econom-
ic downturn forced this carrier to
reduce operational expenses associated
with lower tonnage per shipping lane,
volatile fuel costs, and increased com-
petition due to excess capacity, all this
while maintaining its ability to deliver
best-in-class service to its clients.
The company’s key service delivery
and performance metrics are based on
efficient bill processing on a daily
basis. Delays have a negative down-
stream impact on several functions,
including delayed customer invoicing,
increased terminal time for drivers,
delays loading and unloading trailers,
unnecessary dock personnel overtime,
and missed hot shipment guarantees.
Situational Analysis:
The company was experiencing the
following issues:
 Errors in critical fields required for
load factoring and billing as well as
Haz-Mat instructions and accesso-
rial charges
 Limited training materials cou-
pled with complex services made it
difficult to maintain a competent,
yet cost effective, work force
 Inbound and Outbound “cut
times” were not being met
 customer satisfaction, call 800-477-1944, or email
Near round-the-clock processing
requirements mandated staffing
multiple shifts, which introduced
additional costs and or required
unplanned overtime
44 GlobalServices
A U.S.-BASED FREIGHT CARRIER
The company realized that in order
to effectively manage its operating
expenses it must address these imme-
diately.
Solution:
The company partnered with DATA-
MARK to implement a Freight
Billing Services (FBS) solution lever-
aging its unique Process Migration
Methodology ultimately producing a
blend of skilled onshore and offshore
bill entry resources that solved the
company’s critical billing issues.
DATAMARK’s PMM leverages Lean
Sigma principles in conjunction with
deep experience managing customer
transitions. PMM’s core tenets of
Quality and Innovation drive contin-
uous improvement during both the
transition and on-going production.
DATAMARK’s best practices for
resource and asset management are
coupled with Lean Sigma to eliminate
waste and create highly efficient trans-
actional processing. DATAMARK’s
domain expertise in operations and
transition management facilitated a
smooth and easy exchange from inter-
nal to outsourced business model.
For more information on how DATAMARK’s
business processing solutions can reduce operating
costs while improving efficiency, flexibility, and
info@DATAMARK.net
DATAMARK, Inc.
43 Butterfield Circle
El Paso, TX 79906 USA
www.DATAMARK.net
www.globalservicesmedia.com
TRAVEL & TRANSPORTATION
At A Glance
CLIENT
a U.S.-based freight carrier
SERVICE PROVIDER
DATAMARK
INDUSTRY
Transportation
SERVICE PROVIDED
Streamline workflow and create
efficiencies
SOLUTION
leveraged Process Migration
Methodology and Lean Sigma
principles
SUCCESS METRICS
 Resource efficiencies- Employed a
blend of global resources working
first and second shift whose transac-
tional throughput steadily improved.
 Turnaround time improvements- A
“Clean Desk” policy in all operations
to ensure work is completed the day
it arrives. An a ctivity-based com-
pensation program anchored by
quality introduced.

Reduced error rates by more than
10%- DATAMARK’s compensa-
tion, coupled with its extensive
analysis and corrective action pro-
gram, steadily reduced error rates .
 Reduced expenses - Improved accura-
cy and throughput reduced the com-
pany's business costs. Productivity has
increased as dock personnel no longer
face significant delays.

Customer satisfaction and bottom
line revenue impact - The compa-
ny now offers its customers greater
value in terms of faster turnaround
and nearly error-free billing, result-
ing in six-figure cost savings and
reduced revenue adjustments.
December 2010