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Agenda
1 2 3 4
What we are
What we do
How we do
Wipro confidential
Who we are
Partner to industry leaders and challengers 31 clients (including 13 for transaction processing), 12 among Fortune 500 ( as of September 30th, FY 2004 - 05) Largest third party transaction processing company in India** Largest third party business process outsourcing company in India)* Expanding footprint Delivery locations: Eight state-of-the-art centers in New Delhi, Mumbai, Chennai, Pune and Kolkata Service lines: Largest breadth of services from customer relationship management to back office transaction processing & industry specialized services Processes:95 + processes in production; handling 5 million calls and 500,000 back office transactions per month Complexity: Providing Level 1,2,3,4 support
31 23 18 05 9500 5000 145 2500 95 41 11
2001-02 2002-03 2003-04 2004-05***
Clients
15000+
Employees
Revenues USD Mn
Who we are
SBU of Wipro Technologies : No. 1 provider of integrated business, technology and process solutions on a global delivery platform *
Clients
150
160
180
272
339
370
34 28 14 22 26
38
Global footprint
35 countries 10,000 itinerant employees 9 near shore development centers
37
Employees
19 8 10 13 14
(thousands)
1300
Revenues**
Sustained growth
CAGR of 45% in last 5 years 4th largest in the world in terms of market capitalization in IT services ** Annualized revenue run-rate 2004-05
934 240
1999-00
384
2000-01
475
2001-02
635
(Mn USD)
2002-03
2003-04
2004-05
100% = $110bn
ROW* $23 bn 21% Europe 23% $25 bn Europe 22.6% $97 bn $39 bn
56%
2002
Source: Gartner
2007
India advantage
40%-60% cost reduction for offshored process - Differential in wages from the US or UK parent location at approx 70%80%. - Interaction costs increase 10%-20% bcoz of India being a remote location.thus net savings of 40%-60% Labour cost arbitrage, the reason for cost savings likely to exist for next 20-30 years
Cost
Faster turnaround time -Time zone difference - 24X7 service Learning curve effect, given increased activity across companies and increased centralization within company
Established methodologies and processes being rapidly adopted for better performance Well defined quantifiable metrics for quality and process Access to highly qualified skilled pool Source: Mckinsey Interviews
Wipro confidential
2000 third party servicing begins in India Trends over the last decade
Earlier (Captive) Centers predominantly did Accounting/Transaction Processing (eg. Amex, GE) Voice processes followed with very small number of FTEs Centers set up in / after 2000 (Captive or third party) Clients showing appetite and interest in moving aggressively to other areas Most have urgent business drivers and pain areas in voice-based processes (volume, bottom line, Quality, people) skewed the industry to FTEs dedicated to voice Moving to other areas slowly since the capability is there and the track record is strong Third Party Industry employs over 200,000 people larger number still employed by captives
Wipro confidential
Service offerings
Industry services
Insurance claims processing Mortgage processing Health claims adjudication Credit card processing Bank reconciliation
Industry/specialized services
Finance & accounting services
Procure to pay Plan to result Order to cash Compliance services
Procurement services
Spend data management Supplier management Procurement processing
Internal employee help-desk Technical Support L1/L2 desktops, network, software Customer service billing, new / existing plans, value added services, service order processing, Workforce dispatch, health claims, etc Collections early reminders to late stage collections
HR services
Employee data management Recruitment Solutions e-HR managed services
Customers that have a broad range of requirements but only have one major supplier should choose Wipro. It is active in all major functional segments with a broad range of vertical industry capabilities
Forrester, April, 2004
Wipro confidential
Service offerings
Voice (inbound/outbound)
Telemarketing selling new/upgrade products/services
Internal employee help-desk Technical support L1/L2 desktops, network, software Customer service billing, new / existing plans, value added services, service order processing, Workforce dispatch, health claims, etc Collections early reminders to late stage collections Explain to the customer changes in a product Customer sales cross sell up sell
Consistently over performed on retention/saves SLAs 1550+ associates supporting these processes Managing voice-based processes for that require high % of one call resolution 2200+ FTEs currently operate to this operating metric Servicing client processes that involve explaining serviceplatform changes 1800+ FTEs currently supporting these processes The queues that we manage are tier 1 and tier 2 support & network hardware support 2500+ FTEs currently supporting these processes
5+ million calls per month Extensive cultural, language and process skills training to associates Robust telecom infrastructure for managing voice & data communication
Technical support for internet service
Illustrative solutions in the telecom domain/ FTE numbers correspond to our telecom clients for voice based processes only
Wipro confidential
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Service offerings
Procurement services
Spend data management Supplier management Procurement processing Procurement expertise Seamless process integrating with multiple procurement platforms Supplier management experience managing worldwide suppliers
HR services
Employee data management Recruitment Solutions e-HR managed services
Best in class process management Multi channel share services delivery infrastructure Self service enablement for easy access and decision making capabilities for employees/managers
Application & technology ownership Data analytics & reporting Data cleansing, data management Compliance Platform
Multi-channel (web and call) helpdesk End-to-end HR data processing Global employee data-warehouse for benchmarking, decisions and analysis
Wipro confidential
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Service offerings
Industry/specialized solutions
Illustrative solutions
Industry services
Insurance claims processing Mortgage processing Health claims adjudication Credit card processing Bank reconciliation Large life insurance company (Among top 5 in UK) New business processing, broker follow-up, data capture, risk analysis (underwriting) and policy document generation. Underwriting & funding review providing making recommendation to approve/disapprove home equity loan or line of credit.
Industry/specialized services
Knowledge services
Data analysis Data mining Data management
Domain expertise through vertical business structure 25+ transition specialists 500,000 + transactions per month Global employee data-warehouse for benchmarking, decisions and analysis
Wipro confidential
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Delivery through phased, proven approach to impart benefits over the entire relationship lifecycle
Wave 1 Wave 2 Wave 3 Process re- engineering Transition
Customer value
Process optimization
Cost savings & process standardization Operations Operations Operations Applications Applications Infrastructure
Process
Test processes, prove concept Maintain quality Initial cost savings through arbitrage
Process + applications
Best in class process and technology Process improvement using Six optimization Sigma and domain expertise Consolidation across operations / processes Knowledge management Evaluate technology, automation & Maximize savings through better turn-around and reduced defect rates consolidation options
Wipro confidential
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Making it happen
8 world class delivery sites Robust DS3 architecture Extensive BCP methodology First in India to achieve compliance on Data protection act of UK Multiple levels of data & information security COPC certification Six sigma rigor
From the first day in dealing with Wipro, theres been nothing but quality, character, highest integrity, highest quality work. As a JV partner you wouldnt find a better partner. As a supplier, you wouldnt find a higher quality partner Jack Welch
remote
Dedicated project migration team Proprietary transition toolkit
support
Best in class for providing Integrated services
"We have been very pleased with Wipro's performance and attention to security and privacy" Chris Larsen,
Chief Executive Officer, E-LOAN Inc
Wipro confidential
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Six Sigma
Wipro is the first company in India to adopt the six-sigma TQM methodology for defect and cycle time reduction Wipro has demonstrated tremendous cost savings using tested processes within Six Sigma for its customers Small, incremental improvements used in conjunction with 6-sigma Focus is on implementing small ideas without any investments A person uses his/her creativity to come up with new ideas Only an implemented idea is an improvement Developed by a group of professionals from Amex, Dell, Microsoft and others. The Malcolm Baldrige Quality award used as a basis Standard exclusively for BPO centers
SECONDS
180 160 140 120 100 80 60 40 20 0 Apr-01 May-01 Mar-01 Jul-01 Aug-01 Jun-01
Actual
Target
Sep-01
MONTHS
Quality Score
30+ full time black belts Performance on customer critical performance measures (CPMs) Processes meeting customer CPMs after stabilization All associates kaizen trained More than 3000 kaizen s implemented by employees
PER CENTAGE
Wipro Spectramind is the first company to qualify for the standard using Six Sigma framework
97% 96% 95% 94% 93% 92% 91% 90% 89% 88% 87% 86% Au g-01 Se p-01
Actual
Target
MONTHS
Nov-01
Oct-01
Nov-01
Oct-01
Wipro confidential
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3 2
How to migrate - transition
What to outsource
How to outsource
Pre-analysis / analysis
Customer interaction on-site / offsite, via questionnaires / interviews Migration based on decouplability, offshoreability of processes, legal requirements, resource availability, customer benefits, risk, skill set availability, technology, etc
Process migration
Developing process maps, standard operating procedures Developing detailed timelines for migration project plan Baselining of SLAs Engagement model - communication plans
Engagement approach
Operations and customer point of contacts Engagement model Change management Cost savings analysis
Wipro confidential
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Talent transformation
Attract
Top talent from campus Day 1 in all top universities in India Strength of leadership team Press / PR Recruitment from commerce colleges and accounting/finance departments of local companies
Motivate
Participation in planning of work & setting targets (commitment is more binding when choice is explicit & public) Reward & recognition programs Higher education programs Wipro SEED
Retain
Providing a fun-filled environment Creating growth opportunities Wings Within Job rotation & enrichment Performance orientation Performance-linked incentive plan Competitive compensation
iOrbit
A culture that motivates people to continually push the bar
Wipro confidential
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Training methodology
All but level 1 customized or custom-built Certification and assessment built in at every stage 90 trainers across the country Ability to train in excess of 3000 people simultaneously, across our facilities in computerbased and instructor-led classrooms Level 2: 2-3 Weeks
Pre-process training
Level 4: 2-8 weeks (process dependent) Level 3: 2-6 weeks (process dependent)
Process training On the job training
Level 1: 2 days
Welcome program-WSWP
Bridging cultural gaps Effective communication Voice-accent neutralization Industry overview Overview of customer systems, etc
Introduction to Wipro Spectramind Vision, culture, mission Wipro Spectramind values and functions Quality awareness
Wipro confidential
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Career/personal growth
Bridge training for pre hires Spectramind talent engagement program Six Sigma and Pragati R&R Wipro Spectramind leadership development program Outbound trainings Employee satisfaction Surveys
Health
Dr. Max Onsite Mediclaim Group personal accident insurance
Family/ society
Birthday leave Paternity/maternity leave Leave travel assistance Examination leave Compensatory time off MediClaim for self and dependants
Wealth
Employee stock option plan Attendance incentive Process based pay Productivity linked incentives Performance pay Reward and recognition
Wipro confidential
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Secure availability
Process security
Comprehensive risk assessment during new service introduction in IT External, internal and customer audits to provide security assurance Information Security Policy guidelines & Policies for Organizational Security, Email & Internet, Back office functions etc
Network security
Secure dedicated channel between Wipro and client Offshore centers insulated from internet and other networks Multi-layered virus/worm/spam protection for the ODC network Separate isolated VLAN based network for ODC
Physical security
Offshore centers are physically and logically insulated Offshore centers are declared restricted access Liaison with external agencies to collect threat information Layered access control system
Employee security
All security procedures explained during employee induction All employees sign confidentiality agreement at the time of joining
BS 7799 framework comprehensively addresses physical security, information security and BCP
"We have been very pleased with Wipro's performance and attention to security and privacy" Chris Larsen, Chief Executive Officer, E-LOAN Inc
Wipro confidential
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Our promise
With utmost respect to Human Values, we promise to serve our customers with Integrity, through Innovative, Value for Money solutions, by Applying Thought, day after day
Information contained and transmitted by this presentation is proprietary to Wipro Limited and is intended for use only by the individual or entity to which it is addressed, and contains information that is privileged, confidential or exempt from disclosure under applicable law. Wipro confidential
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