Service offering by wipro

INTRODUTIONWipro started as a vegetable oil company in 1947 from an old mill founded by Azim Premji's father. When his father died in 1966, Azim, a graduate in Electrical Engineering from Stanford University, took on the leadership of the company at the age 21. He repositioned it and transformed Wipro (Western India Vegetable Products Ltd) into a consumer goods company that produced hydrogenated cooking oils/fat company, laundry soap, wax and tin containers and later set up Wipro Fluid Power to manufacture hydraulic and pneumatic cylinders in 1975. At that time, it was valued at $2 million.In 1977, when IBM was asked to leave India, Wipro entered the information technology sector. In 1979, Wipro began developing its own computers and in 1981, started selling the finished product. This was the first in a string of products that would make Wipro one of India's first computer makers. The company licensed technology from Sentinel Computers in the United States and began building India's first mini-computers. Wipro hired managers who were computer savvy, and strong on business experience.

In 1980 Wipro moved in software development and started developing customized software packages for their hardware customers. This expanded their IT business and subsequently invented the first Indian 8086 chip. Since 1992, Wipro began to grow its roots off shore in United States and by 2000 Wipro Ltd ADRs were listed on the New York Stock Exchange.

With over 25 years in the Information Technology business, Wipro Technologies is the largest outsourced R & D Services provider and one of the pioneers in the remote delivery of IT services. Being a global provider of consulting, IT Services, outsourced R&D, infrastructure outsourcing and business process services, we deliver technology-driven business solutions that meet the strategic objectives of our Global 2000 customers. Wipro today employs 96,000 people in over 50 countries. A career at Wipro means to learn and grow continuously, opportunities to work on the latest technologies alongside the finest minds in the industry, competitive salaries, stock options and excellent benefits.Wipro Limited(Western India Products Limited) is an IndianmultinationalIT ConsultingandSystem Integrationservices company headquartered inBangalore, India. As of March 2015, the company has 158,217 employees servicing over 900 of the Fortune 1000 corporations with a presence in 67 countries. On 31 March 2015, itsmarket capitalizationwas approximately $ 35 Billion, making it one of India's largest publicly traded companies and seventh largest IT Services firm in the World.

To focus on core IT Business, it demerged its non-IT businesses into a separate company named Wipro Enterprises Limited with effect from 31 March 2013.[8]The demerged companies are consumer care, lighting, healthcare and infrastructure engineering which contributed approximately 10% of the revenues of Wipro Limited in previous financial year.

In Later Part of 2014, Wipro's largest deal in its five decade of history and probably one of the largest deals in the history of the Information Technology services industry was the 10 year $ 1.2 billion contract withATCO, a Canadian Energy & Utilities corporation based out of Calgary, Alberta. The Deal was spearheaded by Rishad Premji along with Canadian Team.

HISTORY

Early formative yearsThe company was incorporated on 29 December 1945, in Mumbai by Mohamed Premji as 'Western India Vegetable Products Limited', later abbreviated to 'Wipro'. It was initially set up as a manufacturer of vegetable andrefined oilsinMumbai, Maharashtra, India under thetrade names of Kisan, Sunflower and Camel. The company logo still contains asunflowerto reflect products of the original business.

In 1966, after Mohamed Premjis death, his sonAzim Premjireturned home fromStanford Universityand took over Wipro as itschairmanat the age of 21.

During the 1970s and 1980s, the company shifted its focus to new business opportunities in the IT and computing industry, which was at a nascent stage in India at the time. On 7 June 1977, the name of the company changed from Western India Vegetable Products Limited, to Wipro Products Limited.[13]The year 1980 marked the arrival of Wipro in the IT domain. In 1982, the name was changed from Wipro Products Limited to Wipro Limited. Meanwhile, Wipro continued to expand in the consumer products domain with the launch of "Ralak" a tulsi-based family soap and "Wipro Jasmine", a toilet soap.[13]19661997In 1988, Wipro diversified its product line into heavy-duty industrial cylinders and mobile hydraulic cylinders. A joint venture company with the United States'General Electricin the name of Wipro GE Medical Systems Pvt. Ltd. was set up in 1989 for the manufacture, sales, and service of diagnostic and imaging products. Later, in 1991, tipping systems and Eaton hydraulic products were launched. The Wipro Fluid Power division, in 1992, developed expertise to offer standard hydraulic cylinders for construction equipment and truck tipping systems. The market saw the launch of the "Santoor" talcum powder and "Wipro Baby Soft" range of baby toiletries in 1990.

19942000In 1995, Wipro set up an overseas design centre, Odyssey 21, for undertaking projects and product developments in advanced technologies for overseas clients. Wipro Infotech and Wipro Systems were amalgamated with Wipro in April that year. Five of Wipro's manufacturing and development facilities secured the ISO 9001 certification during 199495. In 1999, Wipro acquired Wipro Acer.Wipro became a more profitable, diversified corporation with new products such as the Wipro SuperGenius personal computers (PCs). In 1999, the product was the one Indian PC range to obtain US-based National Software Testing Laboratory (NSTL) certification for the Year 2000 (Y2K) compliance in hardware for all models.

Wipro Limited joined hands with a global telecom majorKPN(Royal Dutch telecom) to form ajoint venturecompany "Wipro Net Limited" to provide internet services in India. The year 2000 was the year Wipro launched solutions for convergent networks targeted at Internet and telecom solution providers in the names of Wipro OSS Smart and Wipro WAP Smart. In the same year, Wipro got listed onNew York Stock Exchange. In early 2000 Wipro Vice Chairman Vivek Paul and Azim Premji approached KPMG Consulting Vice Chairman Keyur Patel and CEO Rand Blazer to form an mega-outsourcing joint venture between the two organizations..

2001presentIn February 2002, Wipro became the firstsoftwaretechnology and services company in India to be certified forISO 14001certification.Wipro also achieved ISO 9000 certification to become the first software company to get SEI CMM Level 5 in 2002. Wipro Consumer Care and Lighting Group entered the market ofcompact fluorescent lamps, with the launch of a range of CFL, under the brand name of Wipro Smartlite. As the company grew, a study revealed that Wipro was the fastest wealth creator for 5 years (19972002). The same year witnessed the launch of Wipros own laptops with Intel's Centrino mobile processor. Wipro also entered into an exclusive agreement with the owners of Chandrika for marketing of their soap in select states in India. It set up a wholly owned subsidiary company viz. Wipro Consumer Care Limited to manufacture consumer care and lighting products. In 2004 Wipro joined the billion dollar club. It also partnered withIntelfor i-shiksha. The year 2006 saw Wipro acquire cMango Inc., a US-based technology infrastructure Consulting firm Enabler, and a Europe-based retail solutions provider.In 2007, Wipro signed a large deal with Lockheed Martin.It also entered into a definitive agreement to acquire Oki Techno Centre Singapore Pte Ltd (OTCS) and signed an R&D partnership contract with Nokia Siemens Networks in Germany. The year 2008 saw Wipros foray into the clean energy business with Wipro Eco Energy.In April 2011, Wipro signed an agreement with Science Applications International Corporation (SAIC) for the acquisition of their global oil and gas information technology practice of the commercial business services business unit. The year 2012 saw Wipro make its 17th acquisition in IT business when it acquired Australian analytics product firm Promax Applications Group (PAG) for $35 million. Wipro is the No. 1 employer ofH-1B visaprofessionals in the United States in 2012. In 2012Wipro Ltd. announced the demerger of its Consumer Care & Lighting (incl Furniture business), Infrastructure Engineering (Hydraulics & Water business), and Medical Diagnostic Product & Services business into a separate company to be named Wipro Enterprises Ltd.Wipro's scheme of arrangement for demerger turned effective from 31 March 2013. Overview

Wipro Technologies is the global technology services division of Wipro Ltd. (NYSE:WIT). Wipro offers a full portfolio of services across industries, delivering measurable business benefits for their customers with six sigma consistency.

Who is WIPRO

Ranked as 7th best software services company in the world by Business Week (Infotech 100, November 2002), Wipro serves over 300 global leaders including Boeing, Nationwide, Ericsson, Toshiba, Cisco, Seagate, Putnam Investments, United Technologies, Best Buy, Digital, Friends Provident, IBM, Microsoft, NCR, Thames Water, Transco and Sony.Some quick facts about Wipro:

India's most valuable company (Business Today, 2001).

Listed at NYSE (WIT). Part of the TMT (Technology-Media-Telecom) Index of the New York Stock Exchange.

Over 20 years of IT Consulting, Systems Integration and Engineering Services experience.

30 offices worldwide, 18,000 IT practitioners and domain consultants.

More than 300 customers across USA, Europe and Japan (50 of these are Fortune 500 companies) .

USD 736Mn revenues (Year 2001-2002), Cumulative Annual Growth Rate (CAGR) of 45% over the last five years . Quality leadership: Most mature Six Sigma program in the industry. World's first PCMM, CMMi and CMM level 5 company.1980:Diversification into Information Technology

1990:Incorporation of Wipro-GE medical systems

1992:Going global with global IT services division

1993:Business innovation award for offshore development

1995:Wipro gets ISO 9001 quality certification, re-certified twice for mature processes

1997:Wipro gets SEI CMM level 3 certification, enterprise wide processes defined

1998:Wipro first software services company in the world to get SEI CMM level 5

1999:Wipro's market capitalization is the highest in India

2000:Start of the Six Sigma initiative, defects prevention practices initiated at project level

2001:First Indian company to achieve the "TL9000 certification" for industry specific quality standards

2001:World's first PCMM Level 5 company

2001:Ranked 87 among 100 best performing technology companies globally (BusinessWeek, June 2001)

2002:Worlds first CMMi ver 1.1 Level 5 company

2002:Ranked the 7th software services company in the world by BusinessWeek (Infotech 100, November 2002)

Milestones.

An estimated 94% of companies without a tested crisis plan go out of business after a severe loss of service.

With increased dependency on IT Infrastructure to run business effectively and efficiently, organizations need to know how to protect the business if the IT Infrastructure fails. 'Disaster-Recovery Plans' articulate the means to protect organizations in case of such eventualities.

Wipro offers a comprehensive solution that helps organizations face any eventuality of this kind and ensures that organizations recover smoothly from the disaster in the shortest possible timeThe offering covers:

Study of the existing IT Infrastructure set-up at various sites of the organization and of the existing disaster recovery practices.

Identification of threats to the services, arising out of the faults in IT products and services of the organization.

Conducting Risk Analysis and Business Impact Analysis (BIA) of various threats to the resources/functions and categorizing the risks based on the impact.

Designing and recommending solutions to cover the resources from the threats (risks).

Implementation of the recommended solutions including hot sites, high availability solutions, networks and storage systemExecutive ProfileAzim Premji

Azim H Premji

The Chairman of Wipro Corporation

An alumnus of Stanford University, USA, Mr. Azim H Premji joined Wipro in 1966 at the age of 21.

Under his leadership, a Rs.70 million company in hydrogenated cooking fats has grown to a $500 million diversified, integrated corporation in services, technology products and consumer products with leadership positions in the businesses it is in.

A role model for young entrepreneurs across the world, Mr. Azim Premji has integrated the country's entrepreneurial tradition with professional management, based on sound values and uncompromising integrity.

Mr. Azim Premji's strength lies in bringing together and building charged teams of high potential, high performing people. His vision and pragmatism have helped Wipro Corporation become the 2nd most competitive and successful company in India as rated by Business Today, a leading business magazine in India. Wipro in terms of market capitalization is among the top 10 corporations in India.

Mr. Premji very strongly believes that the most important contributors to Wipro's success have been the articulations and faithful adherence to core values, a shared vision for the future, identification and development of Wipro leaders through clearly defined Wipro leaders' qualities.

A hands-on business leader with standards of excellence in everything that the corporation does, Mr. Premji is almost fanatical about delivering value to customers and his willingness to sacrifice business and profits to hold on to "Our Promise". Mr. Premji was the prime mover behind Wipro's decision to achieve "Six Sigma" status. In his address to the top management of Wipro Corporation on May 2, 1997, he said, "The end objective of our 'customer-in' concept is that we want to build the voice of the customer in our products and services. This is opposite to the concept of 'product-out', which is the way the world has been operating for some time." In this journey of achieving the near defect-free products and services, Mr. Premji is very clear that as a world class organization, what Wipro needs to be concerned about is the process, not merely the results.In 2001, he founded Azim Premji Foundation,a non-profit organisation, with a vision to significantly contribute to achieving quality universal education that facilitates a just, equitable, humane and sustainable society. The Foundation works in the area of elementary education to pilot and develop 'proofs of concept' that have a potential for systemic change in India's 1.3 million government-run schools. A specific focus is on working in rural areas where the majority of these schools exist. This choice to work with elementary education (Class I to VIII) in rural government-run is a response to evidence of educational attainment in India.

The non-profit organisation set up by Premji in 2001 currently functions across Karnataka, Uttarakhand, Rajasthan, Chhattisgarh, Pondicherry, Andhra Pradesh, Bihar and Madhya Pradesh, in close partnership with various state governments. The foundation has worked largely in rural areas, to help contribute to the improvement of quality and equity of school education.

In December 2010, he pledged to donate $2 billion for improving school education in India. This has been done by transferring 213 million equity shares of Wipro Ltd, held by a few entities controlled by him, to the Azim Premji Trust. This donation is the largest of its kind in India.

TheAzim Premji Universitywas established under an act of theKarnataka Legislative Assemblyto run programmes to develop education and development professionals, offer alternative models for educational change and also invest in educational research to continuously stretch the boundaries of educational thinking.

The Giving PledgeAzim Premji has become the first Indian to sign up forThe Giving Pledge, a campaign led byWarren BuffettandBill Gates, to encourage the wealthiest people to make a commitment to give most of their wealth to philanthropic causes. He is the third non-American afterRichard BransonandDavid Sainsburyto join this philanthropy club.

"I strongly believe that those of us, who are privileged to have wealth, should contribute significantly to try and create a better world for the millions who are far less privileged"--- Azim Premji (AP)

In April 2013 he said that he has already given more than 25 per cent of his personal wealth to charity and has also planned to give away the rest of 25% in the next 5 years. In July 2015, he gave away an additional 18% of his stake inWipro, taking his total contribution so far to 39%.Vivek Paul

Vivek Paul is Vice Chairman of Wipro, Ltd. and the President of its Wipro Technologies Division, based in Mountain View, CA.

Wipro Technologies is a global information technology, product development/maintenance, and business process solutions provider with over 18,000 employees and offices in 30 locations around the world. Wipro Technologies contributes more than 90% of the profitability of Wipro, Ltd., a $7b market cap corporation.

Since assuming this role, revenues at Wipro Technologies have grown at over 45% a year and operating profits have grown at over 50% a year, compounded, catapulting it into the Business Week Global Infotech 100, and allowing a successful listing on the New York Stock Exchange.

Mr. Paul brought a strong focus on values, building human capital and establishing leadership in quality processes. This focus transformed Wipro to become a leader in its field with the widest range of services, recognized quality leadership, and a transforming workforce that went from coding to complex program management to consulting and architecting. Leading analyst research firms Gartner and META rate Wipro as the leader in the offshore application outsourcing market and a high quality solution provider who has moved up the value chain. Recently Butler Group , a research firm focused on the IT market, quoted in one of their reports that - "Wipro is well placed to compete with the largest players, having established an enviable reputation for the quality of its delivery and the value it brings to its business relationships".Prior to this role, Mr. Paul was based in Milwaukee, WI, and ran GE's Global CT (Computerized Tomography) Scanner business with nearly $1 billion in revenues, reporting directly to the current Chairman of GE. Mr. Paul drove productivity through developing a design and build capability in China for the economy range, drove design cooperation across development teams in France, Japan and the US to step up the pace of new product introductions, and launched breakthrough products through the pioneering application of Six Sigma techniques. This success was noted by the business bestseller book, Six Sigma. Prior to this role, Mr. Paul was President and CEO of GE's medical equipment joint venture with Wipro. Mr. Paul was part of the venture as a new start-up, to its becoming a global design and manufacturing base for ultrasound equipment, as well as a leader in the distribution and service of medical imaging equipment in the South Asian markets.

His efforts in all three roles (Wipro, Wipro GE and GE) have been noted in the business media (Business Week, Economist, Forbes, Fortune, NYT, WSJ, etc.) and have been used as case studies at leading business schools (Harvard, Wharton, Insead, etc.). A January 2003 segment in Business Week cited Wipro as "the live wire in Indian high tech", and a February 2003 issue of Economist mentioned "Wipro aspires to be a global force in the IT industry". Fast Company reported after visiting Wipro in its February 2003 issue "there are certain moments when you can see the future with such clarity that it nearly takes your breath away".

Prior to working at GE, Mr. Paul worked at Bain & Co., Boston, a leading strategy consulting firm and at PepsiCo Inc., Purchase, NY in their M&A area. Mr. Paul received an MBA from University of Massachusetts at Amherst. He received a Bachelor of Engineering degree from B.I.T.S., Pilani, India in Electrical & Electronics Engineering, where he was also Captain of the Swim and Waterpolo teams.

Mr. Paul is a member of the Board of the California Chamber of Commerce, and Vice Chairman of its Technology Committee. He is a member of the B.I.T.S Senate, on the advisory board of Stanford University's Radiology Department and a charter member of The Silicon Valley Indus Entrepreneurs Organization.

WIPRO Infrastructure

Wipro is geared for global delivery with offices and development centers that span the globe.

Locations spanning the globe

27 offices worldwide Over 1,450,000+ sq. ft. of development facilities 30 development centers worldwide

state-of-the-art communication facilities

Wipro provide multi-site services to global customers and have the relevant experience, processes and methodologies for a successful transition. Robust business continuity plans are in place for data, systems and people

WIPRO VISION IN 2008

Business Leadership

Among the top 10 Information Technology Services companies globally andno.1 Information Technology company in India.

Customer Leadership

The no.1 choice of the customer through innovative solutions and Six Sigma processes. People Leadership

Among the top 10 most preferred employers globally by creating an environment of empowerment, intellectual challenge and wealth sharing.

Brand LeadershipWipro Brand to be among the top 5 most admired brands in India

QUALITY AT WIPRO

Quality consulting and software quality

At Wipro, quality is like integrity - non-negotiable. Wipro pursue quality with a missionary zeal and have put in place robust processes to ensure that Wipro deliver quality with six-sigma consistency. Veloci-Q, our holistic, enterprise wide quality approach integrates multiple quality processes like Six Sigma, SEI CMM, PCMM and CMMi to deliver measurable business benefits with enhanced productivity upto 35%, cost savings upto 35% and faster time-to-market upto 75%.

Salient features of our quality program

Most mature Six Sigma program in the industry-ensures that 91 % of our projects are completed schedule, much above the industry average of 55%

Worlds first company to be awarded PCMM Level 5 and CMMI Level 5

Worlds first SEI CMM ver 1.1 Level 5 software services company

Defect preventation-post release defect rates at less than 0.2 per KLOC, amongst the lowest in the industry

Cycle time reduction due to lower rework rate

Cost of failure avoidance and high project visibility

RESEARCH METHODOLOGYMeaning of ResearchRedman and Mory define research as a systemized effort to gain new knowledge. Some people consider research as a movement, a movement from the known to the unknown.

Research is an academic activity and as such the term should be used in a technical sense. According to Clifford Woody, research comprises defining and redefining problems, formulating hypothesis or suggested solutions; collecting, organizing and evaluating data; making deductions and reaching conclusions; and at last carefully testing the conclusions to determine whether they fit the formulating hypothesis.

Objectives of Research

The purpose of research is to discover answers to questions through the application of scientific procedures. The main aim of research is to find out the truth which is hidden and which has not been discovered as yet. Though each research study has its own specific purpose but the research objectives can be listed into a number of broad categories, as following:-

1. To gain familiarity with a phenomenon or to achieve new insights into it. Studies with this object in view are termed as exploratory or formulative research studies.2. To portray accurately the characteristics of a particular individual, situation or a group. Studies with this object in view are known as descriptive research studies.3. To determine the frequency with which something occurs or with which it is associated with something else. Studies with this object in view are known as diagnostic research studies.4. To test a hypothesis of a casual relationship between variables. Such studies are known as hypothesis-testing research studies.Research Methodology

Research methodology is a way to systematically solve the research problem. It may be understood as a science of studying how research is done scientifically. In it we study the various steps that are generally adopted by a researcher in studying his research problem along with the logic behind them. It is necessary for the researcher to know not only the research methods or techniques but also the methodology.

Data Collection SourceInformation was collected through both primary and secondary sources.Primary Data: In some cases the researchers may realize the need for collecting the first hand information. As in the case of everyday life, if we want to have first hand information or any happening or event, we either ask someone who knows about it or we observe it ourselves, we do the both. Thus, the two method by which primary data can be collected is observation and questionnaire. Secondary Data: Any data, which have been gathered earlier for some other purpose, are secondary data in the hands of researcher. Those data collected first hand, either by the researcher or by someone else, especially for the purpose of the study is known as primary data.

The data collected for this project has been taken from the secondary source. Sources of secondary data are :- Internet

Magazines

Publications

Newspapers

Brouchers

LIMITATIONS The data is collected from secondary source due to lack of time for preparing the project. The data is not 100% accurateSERVICES OFFERED BY WIPRO LTDIT services

Application Development & Maintenance

Architecture Consulting

Business-to-employee(B2E) solution

Business intelligence &data warehousing

Business Process Management (BPM)

Content Management

Customer relationship management (CRM)

E-Business

Enterprise resource planning (ERP)

E-procurement & b2b Marketplaces

Enterprise security

Package selection and implementation

System integration

Supply chain management

Enterprise application integration

Technology infrastructure services

Business Process Management (BPM)

Wipro's Business Process Management FrameworkAn organizations ability to adapt to fast changing business requirements and its ability to optimize turnaround times defines its competitiveness. Increasingly Global operations make business processes more complex and organization management more challenging. Traditional business practices need to keep pace and upgrade with newly evolving business models to meet time and logistic constraints such as reduced delivery times and higher customer service levels.

Business process automation holds the key to lowering the cost of doing business, enhancing productivity and to serving a widely distributed and fragmented customer base. Two basic features of a Business Process Automation system are that it increases control over the business flow and increases the accountability of the system.

A Business Process Automation/ Workflow solution holds the key to sharing work and information seamlessly with partners, vendors, external customers and internal customers alike. Global Operations and synchronization across geographies can be made faster by consistent and well managed processes. A comprehensive Business Process Automation and Management solution leverages the legacy systems, integrates with external applications and integrates with best of the breed products for that Industry.Wipro's Flow-briX is a comprehensive Business Process Management and Analysis framework. Highly customizable and extendible, Flow-briX is a framework not just to enhance process efficiency in your organization but relate it to the larger goals of customer service, cost reduction and adaptability .Flow-briX being a framework can be employed to build customized solutions at the cost of buying one from the market.

Content ManagementWith the glut of information enterprises have, effective Content Management and the use of Portals have become very crucial in maintaining a uniform flow of relevant information. Keeping this in mind, Wipro has established a Competency Center to offer e-business Solutions for Enterprise Portals, Content Management, Document management, Workflow and Knowledge Management.

Wipro has executed a number of projects and has partnerships with the portal and content mngt. Technology providers including Interwoven, Documentum, Vignette, Divine, FileNet, Plumtree, BroadVision, ATG Dynamo, BEA Weblogic, IBM Websphere suite, iPlanet Portal Server and BEA Weblogic. These alliances combine Wipro's e-Business consulting and industry expertise with that of the partner's.With the business and technical experience gained, Wipro's EP&CM group offers complete "end-to-end" portal consulting and CM services, including on-site business and technical needs assessment, development and integration services, and partial and total outsourcing of application implementation, maintenance and migration.

CUSTOMER RELATIONSHIP MANAGEMENT (CRM)Wipros CRM solutions help customers address a variety of CRM implementation issues in areas like customer retention, account management, campaign management or call center interactions, and devise strategies to increase revenue, productivity and customer satisfaction. These strategies are then brought to life by carefully choosing the right package solution, orchestrating a pinpoint execution, and providing post go-live support and end user training.

Wipros technology practices focused on solutions like SAP, Oracle, Siebel and Clarify enable them to provide best-of-breed application development services for rapid and precise CRM implementation. Combine this with Wipros experience in understanding industry verticals and customer care processes, and you have the ideal partner to deliver the elusive ROI on your CRM investments.

BUSINESS PROCESS OUTSOURCING BPO

As organizations around the world strive to improve the quality of their processes while managing their bottom lines, Business Process Outsourcing has become the new imperative. Wipro Spectra mind, India's largest third-party offshore BPO provider, partners with their clients to provide a full spectrum of BPO services covering all five levels:

Data entry

Rules-set processing

Decision-making

Direct customer interface

Expert knowledge services

Wipro further club its vast IT solutions experience of two decades and a diverse domain expertise to serve Fortune 500 customers worldwide. For example, a leading Fortune global PC manufacturer chose Wipro Spectramind for outsourcing technical support to achieve significant cost savings while improving and maintaining the quality of service delivery to its customers

Wipros Business Process Outsourcing portfolio includes end-to-end solutions across a spectrum of industries

SERVICE OFFERING

Customer Interaction ServicesThe cost of acquiring a new customer is five times the cost of retaining an old one. And hence it is important that your customer interaction is managed in the best possible way. Customer Interaction Services at Wipro are tailored to provide superior customer interaction and hence leverage every customer relationship to the fullest. Wipros portfolio includes a whole gamut of customer facing offerings including 24/7 customer support through voice (in-bound and out-bound calls), e-mail and web mediums, telemarketing services, technical support services and employee IT helpdesk services. Wipro serves multiple industries including insurance, banks, financial services companies, retailers and OEM's. Customer Support Services

Telemarketing Services

Technical Support Services

IT Help Desk Services

BENEFITS

The key benefits of using Wipros customer interaction services include:

Improved customer service levels

Reduced customer support/marketing costs

Higher sales conversion rate

Enhanced flexibility to manage service peaks and troughs, product lifecycles

Homogeneous, clearly defined processes across geographies

Greater coverage and number of interactions with customers

CUSTOMER SUPPORT SERVICES

Wipros customer service offerings aims at creating a virtual customer service center to manage customer concerns and queries through multiple channels including voice, e-mail and chat on a 24/7 basis. Examples of this include customers calling to check on their order status, customers calling to check for information on products and services, customers calling to verify their account status, customers calling to check their reservation status etc.

TELEMARKETING SERVICES

Wipros telesales and telemarketing services target interaction with potential customers for "prospecting" i.e. either for generating interest in products and services, or to up-sell and cross-sell to an existing customer base or to complete the sales process on-line. Examples of this service include outbound calling to sell wireless services for a telecom provider, outbound calling to retail households to sell leisure holidays, outbound calling to existing customers to sell a new rate card for a mobile service provider or outbound calling to sell credit/debit cards

TECHNICAL SUPPORT SERVICES

Wipros technical support offerings include round-the-clock technical support and problem resolution for OEM customers and computer hardware, software, peripherals and Internet infrastructure manufacturing companies. These include installation and product support, up & running support, troubleshooting and Usage support. Examples of this service include customers calling to resolve a problem with their home PC, customers calling to understand how to dial up to their ISP, customers calling with a problem with their software or hardware.

FINANCE AND ACCOUNTING SERVICES

Finance & Accounting Services provided by Wipro ranges from general accounting to specialized services such as treasury and cash management services.

THEIR OFFERINGS INCLUDE:

Billing services

Account payables

Account receivables

General accounting

Tax management

TREASURY AND CASH MANAGEMENT

Benefits

One stop-shop for all finance & accounting services

Lower finance & accounting overheads

Greater accuracy and faster processing

Optimized collections, tax management, risk management, financial reporting etc.

Leverage Wipro domain expertise in finance

PAYMENT SERVICES

Wipros payment Processing Service offerings fall under the purview of back office operations and they can operate virtually any labor-intensive payment process, even those that are unique to your industry. their services here include loan processing, claims processing, application processing, credit and collections, reconciliations, accounts payable, time and expense re-imbursement, vendor payments, benefits administration, payroll and other industry specific functions. Their offerings include Check Processing

Credit/Debit Card Processing

Other Payment Services

Benefits

Reduce payment-processing costs

Reduce payment-processing time

Greater quality and accuracy of payments

INDUSTRY ADMINISTRATION SERVICESWipros industry administration services provide transaction processing to diverse industries in the service sector where large transaction processing takes place on a routine basis. These include industries like insurance, banking, financial services, mortgage etc.

Wipros service offering in this area includes: -

Insurance Processing

Mortgage Processing

Benefits Leverage industry/domain expertise

Reduce transaction processing costs

Reduce transaction processing time

Greater quality and accuracy of transactions

Insurance ProcessingOur insurance processing services provide specialized solutions to the insurance sector and support critical business processes applicable to the industry right from new business acquisition to policy maintenance to claims processing.

These include:

New Business Acquisition

Inbound/outbound sales

Initial Setup

Inbound/outbound sales

Initial Setup

Case Management

Underwriting

Risk assessment

Policy issuance

Policy Maintenance

Record Changes- Name, Beneficiary, Address

Collateral verification

Surrender

Audits & Reinstatement

Accounts Receivable

Accounting & Reconciliation

Claim Overpayment

Customer service - voice/email

Claims Processing Claim Set Up

Eligibility

Duplication

Validate Reserves

Medical Supplemental

Provider Excess Reinsurance

Specific Excess Reinsurance

Adjudication

Account Settlement Mortgage Processing

Our mortgage processing services offer comprehensive solutions to the mortgage sector mapping the complete industry business processes ranging from business acquisition services to collections. These include:

New Business Acquisition

Inbound/outbound enquiries

Loan form data entry

Collateral checks

Appraisal Title Checks

Credit checks

Property valuation

Title checks

Property Insurance checks

Legal clearances

Underwriting Disbursement

Credit evaluation

Appraisal amount

Checks for all other supporting

Money disbursement

Billing

Servicing Collections Maintenance

Early and overdue collection calls

Asset Management

Overdue payments processing Accounting and reconciliation

HR PROCESSING SERVICES

Knowledge organizations today realize that employees are the back-bone of the enterprise and hence it is imperative that employee processes, especially those impacting employee relations and employee satisfaction need to be managed well. We provide a comprehensive suite of HR Processing services ranging from payroll services to benefits administration to personnel administration, hiring, recruitment and training. Our HR offerings include

Payroll services

Receipt and analysis of payroll data

Reporting and payment of payroll taxes

Issuing payments (via check or electronic payment) and reports to employees

Issuing payments to third parties (for example, employee IRAs) and reporting of data to end user

Benefits administration

Distribution of healthcare and retirement plan information

Managing eligibility

Answering questions regarding coverage

Leave tracking

Maintaining retirement earning histories, enrollments, retirement or vested rights estimates, and benefits termination administration

Personnel administration

Employee relations

Employee life cycle

Employee communication

Bringing new hires on board

Relocation and expatriation administration

Labor management and local compliance issues

Education and Training

Training needs identification

Training administration

Specialized training requirements

Benefits

Higher employee satisfaction levels

Lower HR and Recruitment overhead

Less employee turnover

Higher yield rates and shorter hiring times

SUPPLY CHAIN SERVICES

Supply chain management is a crucial tool for companies today to control their bottom lines and hence improve profitability. Wipro provide supply chain services across the complete material management lifecycle ranging from raw material sourcing to finished goods handling to retailing solutions. Supply chain services include:

Inventory Management

Direct Procurement

Transportation Administration

Logistics and Dispatch

Benefits

Better supply chain/inventory management

Services right across the supply chain spectrum

Bottom line savings and lesser procurement costs

Shortening of the delivery cycle

KNOWLEDGE SERVICESKnowledge Services from Wipro cover the entire data management needs ranging from data entry to data analysis and subsequent decision support through data mining. Wipro also provide R&D infrastructure and support services. Examples of this service include assisting a pharmaceutical company in its new drug discovery through outsourcing arrangement of its R&D lab, providing vertical specific engineering and design support for automobiles etc.

Benefits

Productivity enhancements in terms of data processed/output

Cost savings per R&D project

High Quality engineering and design support

ANALYSIS & FINDINGS

WIPROS ROLE BEYOND BUSINESS

As a responsible corporate citizen, Wipro is deeply committed to the society, in which it lives and work. This commitment takes the form of many initiatives. Some are outlined here:

Applying Thought in schools

To Wipro, the future of the society depends on the ability of its children to think analytically and creatively, and be lifelong learners. Wipro believes that the conventional education system is not equipping children with such abilities. Children must acquire the skill of how to learn, rather than being overwhelmed with a large amount of information, and must enjoy the process of learning, so that what is learnt is retained.

The mission of the 'Wipro Applying Thought in Schools' program is enhancing creativity and problem solving skills among children by catalyzing systemic changes. Recognizing that the teacher has the most profound influence on a child's learning ability, at the heart of Wipros program is teacher empowerment and re-skilling. The teacher re-skilling program was launched in May 2001, to provide comprehensive training on innovative teaching and assessment methods, and support their active implementation within the classroom. Begun first in Bangalore, its success has enabled Wipro to take it forward to other cities in India.

Wipro is reaching out to parents in an attempt to change their world-view of the purpose of education. A program to train parents is being put together, to enable them to help their children acquire life skills, and support the changes being brought about in the school.

The school management, including the Principal, is the integral part of the program to bring about systemic changes within the school to create an environment for quality education. Wipro is helping the school management recognize specific systemic changes and assist in its implementation. As the program scales up, Wipro would lead changes in the curriculum and examination system. For accelerating the systemic changes at the national level, Wipro Forum on quality in education has been launched. The forum is intended to work as a platform for sharing ideas and as a pressure group to bring about systemic changes.

Promoting mind leaders

At Wipro, a natural extension of "Applying Thought" was to promote the many talented youngsters in India, in the field of chess. While Wipro took many promising youngsters under their wing, their ambition saw fruition when P Harikrishna, at 15, became India's youngest chess Grandmaster. His victory bore testimony to the fact that "Applying Thought" is not just a business philosophy, but also an approach to success in all human endeavor, be it at work or play. This has further strengthened Wipros resolve to make India a chess superpower. And thus, Wipro is nurturing five more budding talents in the future.

Wipro is highly sensitive to the impact of their business activities on environment and society. This is reflected in the measures taken to monitor and control resources and activities that interact with nature and people

Environment, health and safety policy

Wipro is committed to providing a safe and healthy work environment to all the employees and associates. This is done with the help of suitable management systems that are aimed at:

Prevention of accidents

Conservation of natural resources

Prevention of pollution and hazards

Compliance with legislation and regulations that are relevant to our organization

Development of safe work practices by regular training to employees and support staff

Periodic review of systems and processes aimed at continual improvement

Wipros efforts to improve their standards continuously and put an effective Environmental Management System (EMS) in place has resulted in them being awarded the ISO 14001 certification.

This in effect certifies that Wipro as an organization has a series of international standards for EMS, voluntary standards that establish and objectively evaluate EMS, 'Process Standards' and not just 'Performance Standards', a standardized and internationally recognized blue print for effective EMS and a frame work for setting and establishing EMS.Wipro environment initiatives are: -Wipro's EMS initiatives are designed for optimum utilization of natural resources and constant monitoring of environmental impact while providing service. Some of the initiatives under this umbrella include:

Energy audit/Energy conservation

Water management

Land contamination management

Waste management

Employee health and safety

Adoption of parks

Effective stationery usage

Overcoming resource depletion

BenefitsThe benefits of these initiatives are:

Products/services are processed under a controlled environment

Reduction of energy consumption by 10%

Better monitoring and control systems

Increased awareness among employees resulting in 38% reduction in food wastage

Quarter-on-quarter reduction of 10% in water consumption from conservation measures

WIPRO INNOVATION

One of the four values articulated in Wipros Promise statement, Wipro believe innovation is a critical factor in fuelling our growth. At Wipro, innovation is defined as the implementation of a new idea that results in a marketable product or service. This definition ensures that creative brilliance is converted to business realities as a result of strong processes and focused initiatives.

Wipro has realized significant business value from targeted and focused innovation programs the benefits of which have been passed on to our customers. This enterprise-wide focus on innovation has led to important self-sustaining initiatives that include Flow-Brix for the publishing industry and Home Gateway, Wipros residential gateway solution. Wipros innovation process comprises:

Theme labs At Wipro, innovation happens around selected core themes that are strategic to them. Each theme has a theme lab targeted towards IP or component development. Some core themes that we have taken up include:

Home networking

Knowledge management & collaboration

Content commerce

Innovation council

Wipros Innovation council is a core team that takes ideas from concept to solution. It has a unique approach that involves "crossing gates". Thus, the first gate is the idea gate where the idea originates. This is followed by the evaluation gate where it is analyzed in depth. Once through this gate, the idea must go through the commitment gate, which allocates resources for the project. At the development gate, the proof of concept is put up and the idea is expected to bring in the first purchase order. Once the product is launched, it goes through the volume gate from where it is absorbed in normal business.

Advisory board

Guiding Wipros innovation initiatives is an advisory board that consists of top-notch academicians, industry experts and leading consultants from India and abroad.

CONCLUSIONAt Wipro Spectramind, our years of experience with the world's leading companies have helped us understand how technology can help global businesses meet their needs.Wipro Spectramind Service Delivery Model. For BPO projects,Wipro follow the Wipro Spectramind Service Delivery Model, which is a robustly defined framework to manage the complete BPO process migration and transition management and has been developed based on the experience gained from migrating more than 390 remote business processes to India over the past ten years. This proven service transfer platform is designed to ensure process integrity and minimize inherent migration risks.

The model includes a tried and tested Transition Toolkit to support transition management by ensuring that there is a documented methodology with formats, tools, guidelines and past learnings in place to aid the transition team in de-risking the transition of a customer's processes and reducing the pain of migration as much as possible. A coordinated project management system captures critical client documentation and incorporates an extensive knowledge base that assists the transition management team in understanding, duplicating, and migrating mission-critical business processes.

PRIVATE "TYPE=PICT;ALT=Service Delivery Model"BIBLIOGRAPHY

BOOKS:- Kothari, C.R. Research Methodolgy, 3rd Edition, 1997, Vikas Publication House Pvt. Ltd. , New Delhi.

Websites:-

www.wiprotechnologies.comwww.indiabulls.comwww.icicidirect.com

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