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INAUGURAL ISSUE


GLOBAL SERVICES

A CYBERMEDIA PUBLICATION

An integrated media platform which connects the various constituents of the global technology and business processing services industry ecosystem.

Pradeep Gupta Chairman & Managing Director Cyber Media (India) Ltd. E. Abraham Mathew President

DIRECTORY OF SERVICES NEWSLETTER

Ed Nair Editor ed@cybermedia.co.in

A regular digest of key industry happenings. DIGITAL MAGAZINE

Satish Gupta Associate Vice President satishg@cybermedia.co.in

The fortnightly digital magazine features research reports, articles and experts’ views. Available on www.globalservicesmedia.com

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WEBINARS

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Global Services’ web-based seminars aim to impart useful information related to outsourcing industry in the form of presentations and discussions by industry specialists.

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RESEARCH We deliver indepth analysis and research reports on sourcing subjects. MICROSITES

OFFICES Global Services Media LLC. 806 Green Hollow Drive, Iselin, NJ 08830 T: 678-665-6005

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Send letters to ed@cybermedia.co.in, or to any of our writers. We reserve the right to edit all letters. Postings submitted to our blogs and letters to the editor may be published in our digital magazine or Website.

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December 2010


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 published 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 the digital magazine format, it is a quick read and in the microsite format, it is a growing and searchable database of cases.  Helps services buyers to identify services providers with demonstrated capabilities, skills, delivery profiles and industry domain knowledge.  It also serves as knowledge repository of projects across various areas of IT and BPO, within industry and across industries. For Service Providers  Global Services LIVE! is the gateway to the over 115,000 strong Global Services community globally. To ensure that you get the value of this multiple times, Global Services plans to use a wide spread distribution strategy combining multiple media vehicles.  It helps service providers leverage their marketing assets. Case studies are highly effective marketing tools and their creation involves investment. It helps you improve the effectiveness of case studies and better return on investment.  It is not an end in itself, it is only a means. The end of this program is to highlight your company’s success stories and help you market yourselves using the customer advocacy route.

Thank you for your participation. Global Services

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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

13 Remote IT Infrastructure Management Service

Client: a leading software product company Provider: Microland Limited

Client: a FTSE 100 services company Provider: Microland Limited

MANUFACTURING CONSUMER PACKAGED GOODS

34 New IT & Apps Platforms

16 Agile Methodologies for Web Management

Client: Verso Paper Corp Provider: Dell Services

Client: Coca-Cola Brazil Provider: Ci&T

35 Automating Dealer Operations

17 SOX Compliance

Client: a large automobile manufacturer 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 Limited

43 Making Cargo Handling World Class 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.

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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


BANK OF IRELAND

BANKING, FINANCIAL SERVICES & INSURANCE

Developing Strategic Solutions Dell Services delivered strategic solutions to Bank of Ireland The Client: Bank of Ireland is a leading European retail bank, providing corporate and retail banking services, foreign exchange and hedging facilities, stock brokerage, insurance and fund management, 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 within the functional areas of bookkeeping, 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 drivers and customer service needs.  BOI required advanced banking technology systems including a

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highly sophisticated decision making engine. BOI needed a highly sophisticated and fully automated moneylaundering 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.

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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 applications operating improvements

SUCCESS METRICS The Bank of Ireland credits the collaborative and interdependent relationship with Dell Services for expanding offshore 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 payments, 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: MetLife was looking for a solution to streamline its operational flow, reducing the amount of manual processes and consolidating proposal information into a single database while continuing to meet the company’s high quality standards. In order to do this, MetLife needed a reliable partner to provide: 



A new, automated operational flow for life insurance issuing process High-quality IT applications, process controls and business rules. Project deliverables in a timely and well-scoped manner.

“ 

Solution: MetLife chose one of the top application development companies in the world, Ci&T. Ci&T delivers con-

sulting, application outsourcing and digital marketing services to its customers – with its innovation, expertise and skill set. Through the partnership, MetLife was able to work with Ci&T’s experts to streamline life insurance issuing process, creating a state-of-the-art automated system named Morpheus. This allowed MetLife to achieve higher workforce productivity and better databank control management, vital in accomplish its goal of increasing clients to 100 million worldwide by 2010. Ci&T was able to meet every preestablished milestone and the project was completed within five months.  MetLife has achieved a reduction in the time required for issuing life insurance policies from 10 days to less than 24 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 began as an isolated support tool is now critical to the daily operation of our business.” BRENO GOMES, CHIEF INFORMATION OFFICER, METLIFE BRAZIL

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At A Glance

CLIENT MetLife SERVICE PROVIDER Ci&T INDUSTRY BFSI SERVICE PROVIDED Mainframe Migration SOLUTION Created a New Automated System

SUCCESS METRICS Ci&T was able to meet every pre-established milestone and the project was completed within five months.  MetLife has achieved a reduction in the time required for issuing life insurance policies from 10 days to less than 24 hours  MetLife’s Brazilian unit reduced the insurance proposals approval time by 90 percent

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

December 2010


A UNIVERSAL BANK

BANKING, FINANCIAL SERVICES & INSURANCE

End User Services Microland improves workforce productivity for a universal bank through total ownership of end user services The Client: The client is a universal bank headquartered 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 institutional clients along with private and business clients. Situational Analysis A robust end user services model to support the IT infrastructure of the bank was a critical element in delivering 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 varied 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

inability to support the rapid expansion plans of the business. Solution: The deliverables from Microland included an introduction and management of a standardized end user services delivery model across the bank’s infrastructure operations. The salient points of the Microland solution were  Created a centrally located technical 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 framework 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 management analysis, automated performance tuning, workflow automation, self-help portals and automated healing. This resulted in faster resolution of incidents, reduced number of calls and better service levels to the end users.

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 consolidation 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

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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


RECALL CORPORATION

BUSINESS SERVICES

New Billing Processes Dell Services developed a highly customized revenue management operation for Recall Corporation The Client: Recall Corporation is a worldwide network of document management companies helping businesses securely manage their information throughout its lifecycle. Their services include document 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 services. Capturing the exact services rendered and accurately billing their customers, 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 resulting in the billing process needing improvements and operational discipline to generate consistent accuracy.

Solution: In June 2006, Recall engaged Dell

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 initiative, Recall outsourced the majority of their North America Region billing processes to Dell. 





 

Highlights of this engagement:

Recall worked with Dell to establish 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 company’s Chennai, India facility A joint transition team implemented standard operating procedures and accuracy service level metrics, resulting in improved internal controls, increased accuracy, and billing consistency The billing transaction processing remained within the Recall enterprise systems and secure IT environment Highlights of the solution:

Developed process discipline along with operating metrics Established a high-quality off shore business process delivery team

“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

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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

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SUCCESS METRICS 







Increased accuracy: Now when customers 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 corporate 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 outsourcing company headquartered in United Kingdom and has been delivering 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, education 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 longterm relationships with the customers and also meeting — and more often exceeding — the customer 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 further leverage this platform as the core service differentiator to win new enterprise customers Realize significant savings in the long term through the shared service 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 portal to ensure transparency and confidence in remote operations. This was followed by setting up of a dedicated service excellence team that assisted the client in their customer facing service catalog redesign and presales process. Microland extensively leveraged its service delivery platform “smartcenter” which offered a flexible, multi-tenanted, multi-technology delivery model to the client. The platform 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 predictable 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

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

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


CONSUMER PACKAGED GOODS

COCA-COLA BRAZIL

Agile Methodologies for Web Management Ci&T consolidated Website management for Coca-Cola Brazil Situational Analysis: Coca-Cola Brazil was looking to consolidate all of its Web-site management 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 timeframe with the ability to change course mid-way through the project, if needed.

Solution: After evaluating several vendors, CocaCola chose Ci&T because of its use of agile methodologies. These methodologies ensure that customers receive deliverables much more quickly and also allow Ci&T to be more flexible with customers’ changing needs. Because Ci&T was able to leverage these methodologies, the first set of deliverables was produced more quickly than expected - and helped to speed up the launching and updating of Coca-Cola´s 25 sites.

At A Glance

CLIENT Coca-Cola Brazil SERVICE PROVIDER Ci&T INDUSTRY Consumer Packaged Goods SERVICE PROVIDED Web-site building and management SOLUTION Developed the deliverables leveraging agile methodologies

SUCCESS METRICS 







One of Ci&T’s competitive advantages is its management expertise. Because of this, Coca-Cola now has the highest level of planning and control of its site-development activities.”

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

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Coca-Cola has experienced significantly less spend on development activities. Because of the consolidation of development partners, Coca-Cola is now able to better manage the development 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.

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

December 2010


CONSUMER PACKAGED GOODS

UNILEVER

SOX Compliance Capgemini transformed SOX compliance from project to process for Unilever The Client: Unilever deals in 400 brands spanning 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 manages a number of strategic partnerships globally which includes TESCO, Carrefour, Ahold and Wal Mart. They have strong brand presence in home care, personal care, foods and ice creams. Situational Analysis: Unilever was concerned about its SOX compliance processes. With yearly turnover of over €5B ($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) centralized at HQ and provided as a shared service. The units were not co-located 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 costeffective and annually sustainable from the outset.

Solution: The entire process mapping, documentation and management attestation 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 remedial work, and through Business Insight drives continuous improvement and best practice. In 2006, Capgemini worked in close collaboration with Unilever to put together a comprehensive, adaptive program for the management of the SOX compliance requirements, accommodating the specific needs of the client’s environment while exploiting the benefits of Capgemini’s proven SOX compliance framework. In 2007 and 2008, thanks to the established SOX framework 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 solution is an integral part of the client’s SOX compliance program, yet the client retains overall program governance and control.

For more information on this service from Capgemini, write to Jean Christophe Ravaux, Global Sales Officer, Capgemini BPO at jeanchristophe.ravaux@capgemini.com

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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 network to drive client savings of over 40%. These cost savings resulted from reductions in labor costs and from the centralized delivery method that successfully strips out project management overhead. In short, an annual project was industrialized into a repeatable and sustainable process. The SOX compliance framework program provided the following sustainable benefits:  Overall improvement in the control environment  Readily available process documentation and standard operating procedures 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


CONSUMER PACKAGED GOODS

MCDONALDS BRAZIL

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

Situational Analysis: McDonalds Brazil faced a distinct challenge in optimizing its controllable food system. In order to provide support and reduce raw material waste in the system, the company required an overhaul of its IT and business processes to improve the overall quality of support in the field. Ultimately, McDonalds Brazil enlisted Ci&T to implement new IT and business processes that would reduce waste and enable McDonalds to achieve better control of the materials in its system, providing the support necessary to ensure optimization of processes at all times. In this, McDonalds hoped to

“

Solution: To improve process efficiency for McDonalds, Ci&T used a unique approach to IT, leveraging the proven principles of the lean methodology, which focus on delivering value and eliminating waste. Once the new processes were implemented and the new systems were up and running, McDonalds was able to better control its raw material assets across 568 restaurants in Brazil.

SUCCESS METRICS 



Our business is made up of cents. The greater our ability to maintain IT systems and equipment operation, the more opportunity exists for us to provide better products for our customers. With the system running to its fullest potential, it adds greater value to our business, enabling better control of the operation of restaurants, with the benefits exemplified in the quality of the final product� A MCDONALDS EXECUTIVE

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At A Glance

CLIENT McDonalds Brazil SERVICE PROVIDER Ci&T INDUSTRY Packaged Goods SERVICE PROVIDED IT Process Efficiency SOLUTION Leveraged the proven principles of the lean methodology to focus on delivering value and eliminating waste

achieve new levels of efficiency that would reduce costly waste of materials and improve the overall effectiveness of the system.

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The fast food giant anticipates that the overall improved efficiency of its 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 control and efficiency that McDonalds expects will enable it to divert approximately 15 to 20 percent of its maintenance costs to new product development and innovation.

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

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: Coca-Cola Enterprises is the world’s largest marketer, producer and distributor of Coca-Cola products. Operating in 46 U.S. states and Canada, CCE is the exclusive CocaCola bottler for all of Belgium, continental France, Great Britain, Luxembourg, Monaco and the Netherlands. Sales represent 16% of The Coca-Cola Company’s worldwide volume.

million per annum in CCE’s transaction work, through a finance optimization project. Solution: CCE chose Capgemini to implement comprehensive finance and accounting (F&A) solutions throughout CCE’s global business to create an efficient process in a cost-effective environment for order-to-cash services, purchase-to-pay accounting, and record-to-report activities, as well as a comprehensive document management solution. The transformation project focuses primarily on a joint CCE-Capgemini unique order-to-cash approach, utilizing a best-of-breed credit toolset designed to increase the effectiveness and efficiency of credit and collection departments. In addition, the automated credit module enables CCE to apply a single set of approved rules and procedures to every credit decision, improving the efficiency and consistency of the decisionmaking process.

Situational Analysis: In early 2007, Coca-Cola Enterprises (CCE) conducted a benchmarking exercise to see how the organization’s effectiveness and efficiency stacked up against the competition. With this study they identified that to become more efficient, CCE would need to conduct as much of its transaction processing as possible in a low cost country, either with a third party outsourcer or a captive shared services center. The economic goals were to achieve cost savings of $20

We are on track to achieve the targeted savings at the tail end of the transition with Capgemini. Our internal benchmarks have gotten better, and through good people management, we have reduced severance costs. The concept of Capgemini’s Rightshore solution is a definite plus on their side of the ledger.”

SUCCESS METRICS The contract with CCE will run for seven years from July 2008, and the total contract value amounts to approximately $137 million. The partnership will realize the following benefits for their business:  Accelerate the transformation and help achieve near world-class performance through standardizing and streamlining operations.  Deploy a global unified solution across all CCE business units to support the business that includes standardization and process improvement while maintaining high standards of control and compliance.  Achieve a minimum savings target of 25%  Mitigate risks while transitioning the work and implementing new tools, systems and technologies.

®

JOE HEINRICH, VICE PRESIDENT, FINANCE GLOBAL INITIATIVES, CCE

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At A Glance

CLIENT Coca-Cola Enterprises SERVICE PROVIDER Capgemini INDUSTRY Consumer Packaged Goods SERVICE PROVIDED Finance and accounting solutions SOLUTION A unique order-to-cash approach to the transformation project

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For more information on Capgemini, write to Claude Hartridge, Vice President, Executive Sales at Claude.hartridge@capgemini.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


A FORTUNE 10 GLOBAL CONGLOMERATE

DIVERSIFIED

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 multinational conglomerate operating across multiple segments such as energy, finance, technology infrastructure, media, consumer & industrial. The company operates in over 100 countries, employs more than 300,000 people worldwide and has been has been consistently ranked amongst the Fortune 10 companies for several years. Situational Analysis:  The client maintained a regional Network Operations Center (NOC) structure that demanded 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 hundreds of global telecom service providers with no control over the Service Level Agreements (SLAs).  A poor centralized asset & configuration standards repository led to further inefficiencies in operations.

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Solution: Microland built an integrated global service model that aligned with the client’s business needs and ensured compliance to stringent SLAs by setting 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 telecom 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.

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 AlignmentMicroland 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 realized a reduction in Mean Time To Recovery (MTTR) rate and average incidents per device rate by 60% and 70% respectively. Further service compliance of key telecom operators improved by 20%

For more information on Microland Limited, write to TransformIT@microland.com or visit www.microland.com

www.globalservicesmedia.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 enterprise Microsoft Exchange setup in the world today, with over 400,000 mailboxes. The messaging infrastructure is spread across 19 data centers with over 500 servers around the world. In addition to this, the infrastructure also caters to about 50,000 mobility users. The client needed a partner who could:  Manage the messaging infrastructure 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 consisted primarily of Exchange 5.5 servers. Over the years, in addition to managing 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, mobility, 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 management 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 consolidation and virtualization reduced server footprint by 30%; Delivered yearon-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 services group offering them ease of management 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 expiration, 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 distributor of name-brand medical and surgical supplies and a healthcare supplychain management company. Situational Analysis: The company needed to modernize its systems to provide for future enhancements and growth, while improving performance. The decision to migrate all mainframe processing of its mission-critical enterprise 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. Specific project goals included:  Achieving timely or early project completion to allowing termination of mainframe services  Preventing disruption to ongoing business operations  Delivering defect-free software in the Windows environment  Implementing change control processes to allow business-critical





changes to current systems during the migration period Sustaining adequate performance of applications in the Windows environment Ensuring that the project stayed within the approved budget

Solution: Dell Services used a “lift and shift” 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 “like-for-like” system by running extensive testing. The implementation of a relational database management system reduced risk by introducing minimal change to applications, while providing for data tier modernization. The key steps followed by Dell Services in the migration exercise were:  “Lift and shift” Cobol from Mainframe to Wintel  Configure Database I/O routines in Wintel Environment  Retrofit  Test and Fix  Implementation

This was a complex and mission-critical project, and we are proud of the benefits this successful collaboration brings to Owens & Minor. The migration establishes a powerful and flexible computing platform to drive future growth and innovation.” CHUCK LYLES, PRESIDENT OF DELL SERVICES PUBLIC SERVICES SECTOR

26 GlobalServices

www.globalservicesmedia.com

At A Glance

CLIENT Owens & Minor SERVICE PROVIDER Dell Services INDUSTRY Healthcare SERVICE PROVIDED Mainframe Migration SOLUTION Used a “lift and shift” migration to Windows

SUCCESS METRICS 









Cost savings. The project is expected to yield substantial annual savings while improving efficiencies for supply chain management. Planning for the Future. The migration ensured that the company’s core IP remained intact and achieved greater optimization. Higher performance. The new IT infrastructure delivers greater performance capabilities. Enhanced customer service. The user interface modernization will deliver better online tools for Owens & Minor customer service representatives. Increased staff productivity and efficiency. Simplified business processes.

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


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 company 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 multiple regions and business units, inconsistencies in processes for developing and managing of these sites were resulting in unnecessary costs and tension between marketing and IT. In addition, the company saw an opportunity to improve its cross-platform 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

media development, it ultimately selected Ci&T, which specializes in the design and development of web portals, consumer-facing websites, intranets and mobile applications. With a skilled team of developers employing Agile methodologies, Ci&T quickly implemented processes for website management that helped the company to achieve its goal of greater agility and innovation, with IT delivering more value to the marketing organization. Ci&T provided the digital marketing expertise to design and build the web properties in an integrated fashion, unifying 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 leveraging nearshore capabilities and helping the company unify its processes for managing these sites across global regions and business units.

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 with high interaction and speed in a project of international scale such as this,� BRUNO GUICARDI, CHIEF OPERATING OFFICER AT CI&T.

27 GlobalServices

www.globalservicesmedia.com

At A Glance

CLIENT A healthcare and consumer products company SERVICE PROVIDER Ci&T INDUSTRY Healthcare SERVICE PROVIDED Website Management and Development SOLUTION Implemented processes for website management employing Agile methodologies and nearshore capabilities

SUCCESS METRICS  With the transformation in processes, web properties today go live much faster than before, bringing more agility to the business.  All websites are fully compliant with internal and external regulations for site management at the source, avoiding re-work or customer complaints.  Ultimately, the high satisfaction of the client led to a lasting relationship that has continued through multiple application development 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

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


YAHOO!

HI-TECH

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 expansion 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 innovation  Ability to quickly adapt its process to Yahoo! Methodology

marketing services to its customers in a unique way – with its innovation, expertise and skill set. Through this partnership, Yahoo! was able to work with Ci&T’s team of experts to leverage the newest and best technologies for Web development. This allowed Yahoo! to meet the needs of its portal, which has more than 345 million users worldwide. Ci&T was able to deliver all the requested hotsites to Yahoo! quickly, leveraging agile methodologies.

Solution: Yahoo! chose one of the top 100 outsourcing companies in the world, Ci&T.Ci&T delivers consulting, application outsourcing and digital

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.

One of our most successful outsourcing partnerships is with Ci&T. Ci&T delivers consistent quality and transparency into its management services - emphasizing both predictability and punctuality in development.” RODOLFO CALIL, YAHOO! OUTSOURCING MANAGER

30 GlobalServices

At A Glance

CLIENT Yahoo! SERVICE PROVIDER Ci&T INDUSTRY Hi-tech SERVICE PROVIDED Web development SOLUTION Developed the requested hotsites leveraging agile methodologies

www.globalservicesmedia.com

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

December 2010


HI-TECH

A LEADING SOFTWARE PRODUCT COMPANY

Remote Backup Management ×7× ×365 Backup Microland enables a 24× Management service model for a leading 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 management 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 licensing 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 builtin in the SLAs, thus increasing visibility 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 management 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 specialty 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 applications 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 for the review process:  An on-schedule separation from the former parent.  A high-value solution over the term of the contract.  A tightly integrated team in which Verso IT and the services provider would collaborate to deliver new



Solution: Dell Services applied its well-established 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 expertise 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 highly structured oversight of multiple concurrent projects. Success required constant focus on the project schedule, reprioritization of work as required, risk management, rapid escalation of issues, and clean cutovers of critical services during the transition period.

“Dell Services and Verso IT work so closely and seamlessly together that to our enduser community, IT services are seen as coming from a single organization. There is no ‘us and them’ – it is just the IT team.” BEN HINCHMAN, VP AND CIO, VERSO PAPER CORP

34 GlobalServices

At A Glance

CLIENT Verso Paper Corp SERVICE PROVIDER Dell Services INDUSTRY Manufacturing SERVICE PROVIDED New IT & Applications Platforms SOLUTION An integrated program management office for the transition project

IT solutions to the business. After the RFP process, only 4½ months remained to complete the project, which would serve roughly 3,000 employees dispersed among facilities in 11 U.S. states.

www.globalservicesmedia.com

SUCCESS METRICS 







Avoided financial penalties. Verso was not assessed substantial fees that would have been imposed for continued support from the former parent company. Cost identification at a service-unit level. Allows better utilization and total cost of ownership management to reduce overall expenses for IT. Improved engineering control technical infrastructure. Better definition for levels of redundancy, failover, virtualization, and disaster recovery. Incremental savings opportunities. Dell Services has identified efficiencies that are expected to generate $600,000 in additional savings annually.

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


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 assembly and manufacture of its leading range of vehicles for the Asian and European markets. Headquartered in Bangkok, they extended their manufacturing capacity and capability and supported this initiative with a comprehensive 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..

Solution: NIIT Technologies has worked with the client in Japan, Singapore, Thailand and Belgium in offering a wide range of custom application development, maintenance, enhancement, deployment and user support services, for over 10 years, and continues to support their initiatives in the region, including its programme for improving internal communications and data exchange. Functional areas of focus have been dealer operations, after sales system, service management, spares and warranty claims management. The most widely deployed system is the bi-lingual (English and Japanese) Sales and Logistics System, which connects the Company with its dealers, and Distributors across the world. The system includes vehicle logistics, ordering, vehicle tracking, production and load planning, and price negotiation. It is deployed across 11 countries at 380 dealers’ locations with over 3,000 users.

At A Glance

CLIENT A large automobile manufacturer SERVICE PROVIDER NIIT Technologies INDUSTRY Travel and Transportation SERVICE PROVIDED Infrastructure services SOLUTION Deployed bi-lingual (English and Japanese) Sales and Logistics System

SUCCESS METRICS The customer has seen significant improvement in stock management, transparency for the dealer of their order, flexibility on order amendments, complete tracking of vehicles, and various MIS reports. Higher customer satisfaction has been reported, along with a reduction in lead time for legal approvals. The business has seen efficiencies within the workshop and improvement in stock maintenance and productivity improvement in the packing operation.

For more information on NIIT Technologies , write to romy.chopra@niit-tech.com or visit www.niit-tech.com

35 GlobalServices

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 service provider to build efficient and streamlined business processes The Client: Client is one of the largest telecom service providers in India with a customer base of 50 million across 20 circles. The client provides services including basic telephony services, cellular services 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 centres. As a result of multiple location contact centre architecture, the operating costs were high and quality of customer experience wasn’t consistent. Percentage of repeat calls was also very high leading to low customer satisfaction. The client wanted Tech Mahindra to help them improve operational efficiency by transforming/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 comprising 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 brainstorming session amongst themselves 38 GlobalServices

to actually come out with the probable 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 meetings were held to understand the impact of solution and recommend modifications if required. During the RCA following key factors 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 information repository and the Scenario specific script guide to the customer service associates to ensure that they were equipped with full information categorized on various scenarios while they are servicing the call.  Repeat Call Resolution Project www.globalservicesmedia.com

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 competitive moves

For more information on this service from Tech Mahindra, write to abhinavb@techmahindra.com or the centralized contact id partners@techmahindra.com

December 2010


TELECOM

AN IP NETWORK CARRIER

Business Efficiency Through Shared Services Tech Mahindra helped an IP network carrier deploy a powerful business 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 further 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 business 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 timeframe for the new services, reduce operating costs and increase quality of their services. The need was also to implement advanced inventory management system built in-line with industry standards and efficient debt management tools to manage credits in other market 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 intelligence solution based on the performance management system. Tech M undertakes the ownership of integrating the processes of strategy management, planning, budgeting, forecasting financial consolidation, management reporting and analysis, as well as compilation, validation and completion 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 manpower 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 validation 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 performance management system

SUCCESS METRICS 





 

Efficient & streamlined handling of routine work allowed client resources to focus more on customer 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 formats and contents and closer alignment 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 partners@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


TRAVEL & TRANSPORTATION

ENTERPRISE HOLDINGS

IT Integration Project Dell Services revamps operational and backoffice systems at Enterprise Holdings The Client: In 2007, Enterprise Holdings (previously known as Enterprise Rent-ACar) 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 operations, financial systems, and HR processes. Enterprise selected Dell Services as its IT partner to accomplish this ambitious integration. Situational Analysis: Following the acquisition, new business processes had to be developed to integrate two very different organizations while leveraging the strengths of each. The challenge was to combine the operations of Enterprise, National and Alamo and create a fully integrated solution. Ultimately that solution needed to support all three brands with consolidated financial and back-office systems that streamlined operations, eliminated unnecessary expense, and provided the highest levels of customer service.

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 implemented 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 consolidation 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 customers across all three car rental brands. As part of the companywide initiative 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 application.

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

www.globalservicesmedia.com

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 Holdings fleet was consolidated into a single database platform and synchronized through near-real-time integration across the entire business, providing enhanced capabilities  Organization. The combined workforce of 68,000 Enterprise, Alamo and National employees was migrated to the new PeopleSoft platform. New reporting and management structures were implemented, back office applications were consolidated. • Business Process. Many development hours were invested to augment and support enhanced business processes. The strength of each brand was leveraged to provide a wide range of services to the combined 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

A PREMIER CARGO GROUND HANDLING COMPANY

Making Cargo Handling World Class NIIT developed a world class cargo ground handling system 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 passenger and freight aircrafts. Its services include catering, passenger baggage, cargo and ramp handling, aircraft interior cleaning, aircraft security and aircraft 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 another airline, was looking at developing a world class cargo ground handling system. 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 combined with vast scope demanded the use of certain innovative tools techniques and practices. A highly skilled team of professionals was deployed for doing the gap analysis onsite. The pro-

43 GlobalServices

ject was divided into three modules. A part of the team was assigned the task of understanding the requirements from the users while the others went about the arduous task of understanding the design of the database and the front end which was not documented. The knowledge gained by both the teams was shared and documented at the end of each day, ensuring optimum use of both time and people and that a knowledge base was built which could be leveraged in future assignments. The set-up onsite was done in parallel to the requirement analysis to save on time and the total team size grew to about forty people. Software Professionals with the required expertise were recruited and were trained within the project on NIIT Technologies CMM level 5 compliant Quality methodologies in a record time of a week. NIIT Technologies ensured that each 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 completed before time.

www.globalservicesmedia.com

At A Glance

CLIENT a premier cargo ground handling company SERVICE PROVIDER NIIT Technologies INDUSTRY Travel and Transportation SERVICE PROVIDED Application development SOLUTION Cargo ground handling system

SUCCESS METRICS The customer has appreciated NIIT Technologies for the high system availability and meeting the SLAs. NIIT has also become the chosen implementation partner for the customer for implementing similar applications at other locations in the APAC region.

For more information on NIIT Technologies , write to Narayanan.Kallapiran@niit-tech.com or visit www.niit-tech.com

December 2010


TRAVEL & TRANSPORTATION

A U.S.-BASED FREIGHT CARRIER

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 economic downturn forced this carrier to reduce operational expenses associated with lower tonnage per shipping lane, volatile fuel costs, and increased competition 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 downstream 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 accessorial charges Limited training materials coupled with complex services made it difficult to maintain a competent, yet cost effective, work force Inbound and Outbound “cut times” were not being met Near round-the-clock processing requirements mandated staffing multiple shifts, which introduced additional costs and or required unplanned overtime

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The company realized that in order to effectively manage its operating expenses it must address these immediately. Solution: The company partnered with DATAMARK to implement a Freight Billing Services (FBS) solution leveraging 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 continuous 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 transactional processing. DATAMARK’s domain expertise in operations and transition management facilitated a smooth and easy exchange from internal to outsourced business model.

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









For more information on how DATAMARK’s business processing solutions can reduce operating costs while improving efficiency, flexibility, and customer satisfaction, call 800-477-1944, or email info@DATAMARK.net DATAMARK, Inc. 43 Butterfield Circle El Paso, TX 79906 USA www.DATAMARK.net

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Resource efficiencies- Employed a blend of global resources working first and second shift whose transactional 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 compensation program anchored by quality introduced. Reduced error rates by more than 10%- DATAMARK’s compensation, coupled with its extensive analysis and corrective action program, steadily reduced error rates . Reduced expenses - Improved accuracy and throughput reduced the company's business costs. Productivity has increased as dock personnel no longer face significant delays. Customer satisfaction and bottom line revenue impact - The company now offers its customers greater value in terms of faster turnaround and nearly error-free billing, resulting in six-figure cost savings and reduced revenue adjustments. December 2010



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