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Dr. Witt’s Column Union Budget 2009: Positive Signs for IT Sector The IT Industry has few positives to look forward from the Union Budget announced this month. The Budget Proposals are aimed at achieving the dual objective of enhancing inclusive growth in India and boosting economic activity in the country. This Budget recognizes the contribution of the IT-BPO industry to India's economic progress and has provided the necessary measures to boost the sector.

Key positives for the IT BPO industry:

• Extend deductions in respect of

export profits under Section

10A/B of the Income Tax Act by one more year i.e. FY 201011.

• Abolish Fringe Benefit Tax (FBT) • Alternative

Dispute Resolution Mechanism for resolution of

transfer pricing disputes and CBDT to formulate 'safe harbor' rules.

• Exempt value attributable to the transfer of the right to use packaged software from excise duty and CVD.

• Service

tax refund mechanism based on self-certification or

impact of the current economic environment and help India retain its competitiveness. Encouraged by the proposals, the industry will be keen to partner with the Government in expanding e-governance initiatives including modernization of employment exchanges, the UIAD project, and smart cards for healthcare services so as to achieve enhanced governance. The Budget proposals also address NASSCOM's recommendations relating to multiplicity of taxes on packaged software, creating a dispute resolution mechanism on transfer pricing, abolishing FBT and issues on service tax refund. The combined effect of these proposals will facilitate the industry and its 2 million workforce to compete effectively and sustain India's advantage. However, many expected a bolder, more aggressive budget and feel that the Finance Minister has done little to spur internal IT spend on processes and applications something that could have optimized the availability of good validated manpower now underutilized because of the global meltdown.

by a Chartered Accountant.

• "Assessee"

replaced by "undertaking" in Section 10AA (7)

effective 1st April 2010. Experts feel that the Finance Minister's decision to extend fiscal benefits available to the industry under Section 10A/10B for

Overall, a fairly stable budget. Maybe there is more to be read in Mr. Pranab Mukherjee's preamble that talked of the budget not being the 'be all and end all' of policy statements, and this might have been the first concrete step in that direction.

Innovate - July 2009, 49th Edition

How to handle Pressure at Work? Contributed by - Parag Bansal (PMA) Pressure is the part of the job we all know that, little pressure is ok to get the task done with improved performance but excessive pressure can lead to lot of problem mentally and physically. Nowadays many people think of ways to reduce pressure at work as growing competition and business hierarchy are major causes of pressure.

So I would suggest the following things which can help you reduce pressure: Take time before you react. Study any given situation carefully, think about it and come up with a plan. This is better way to respond than being hasty. Prioritize tasks, focus on tasks which are linked to your most immediate objective. Direct your energy toward situations where you can affect the outcome and don’t spend time worrying about what you cannot change. Successful people focus on tasks which they can control and let go of the rest.

Take the help of others. You can seek the input of other people before reaching any decision. You may also delegate some tasks to others if you have a tight schedule. Decide which tasks can be delegated to other people and do so.

Learn how to deal with different kinds of people at work - complainers, aggressive people etc. Develop your listening skills in order to interact better with people and pay attention to improving your communication skills.

Stop looking at the clock. When you have to meet a tight deadline, then instead of constantly looking at the clock, focus on the task at hand. Do the task with full concentration. Break bigger tasks down into smaller ones, try to finish the most urgent tasks first and then the lowpriority ones. Assign time frames dedicated solely for each particular task.

Think positively at all times. Maintain mental discipline by not allowing thoughts of failure into your head.

Keep Your Mind In The Present. Winners maintain mental focus in the present. The here and now is where you perform, not the regrets of the past or the uncertainty of the future. Focus on what you are doing, when you do it.

Focus on the task and not the outcome. Achievers keep their eye on the journey and not the goal. Having objectives is helpful, but when you execute, stay focused on the process. You cannot completely control the outcome as it can depend on many other factors, some of which may not be in your hands.

Enjoy yourself: Relaxation is important if you want to perform any task well. If you are stressed out, then you may not be able to give your 100%. So enjoy the task you are doing, and you will feel relaxed and enthusiastic about it.

Water bottle. Eight glasses of water a day are recommended by experts. Keep a bottle at your desk to stay hydrated and avoid fatigue and sluggishness— two major signs of dehydration. Tea.




beverage in the world, tea can increase energy, stimulate brain activity and increase information retention. Today's business setting will always be full of pressure. Because of technology and consumer demands, businesses have to be swift and should always meet their target or else their company will not survive for a very long time. Businesses place this pressure on their employees as employees have to work really hard to meet the goal. Employees know that if they do not perform, they slowly contribute to the eventual downfall of the company they are working for. Some even work overtime just to make sure the meet the expected productivity and let the business survive for the next day.

Innovate - July 2009, 49th Edition

Great Customer Experiences... ...And The Best Ways To Deliver Them Contributed by - Deeptesh Bhattacharya, Quality Assurance Coordinator C u s t o m e r experience is one of the great frontiers for inn ov a tion. Although the concept was first invented by Joe Pine and Jim Gilmore in their 1998 Harvard Business Review article, most companies have been slow to grasp it. Yet I predict that customer experience will decide the winners and losers in the years ahead. Companies that deliver exemplary customer experiences share a set of integrated business disciplines that drive their success. Consider these; Here's why: RAVING FANS Excellent customer experiences are still so novel that, when we have one, we talk about it. “Ask anyone who has bought a Honda Accord”. This kind of viral phenomenon creates buzz in the marketplace and generates more revenue than traditional marketing. LOYALTY A stable base of existing customers makes it easier to boost both top and bottom line growth. Some 80% of Café Coffee Day revenues come from customers who visit their stores an average of 18 times a month. PREMIUM PRICING Customers will gladly pay more for an experience that is not only functionally but emotionally rewarding. Companies skilled at unlocking emotional issues and building products and services around them can widen their profit margins. DIFFERENTIATION The degree of choice in goods and services is bewildering. A history of sustained positive customer experiences increases the chance that a new product gets chosen over its competitors. MOMENTS OF TRUTH Great customer experiences are full of surprising "wow" moments. For customers of Ginger Hotels & Resorts, the moment of truth

sumptuous linens strike an emotional chord with their clientele, put off by seeing dark-colored, dirty-looking bedspreads. It didn't make financial sense initially to go with fancy bed linens, but the loyalty and buzz they've generated more than justify the expense. TECHNOLOGY PEOPLE


Link informationtechnology strategy with human resources management. Bottom-line magic can happen when technology is deployed to keep customers happy and coming back. IT can profile the most profitable customers and help managers focus their human resources on keeping them happy. CO-CREATION Allow your customers to help create their own experience. You know this phenomenon is at work when people say, "Roadies has changed my life!" Enter a machine that allows you to see what you want when you want it, and bingo! TV is a whole new game wherein the viewer makes the rules. This creates value for discerning people who want television to work for them instead of against them. To cope with the modern world, people want more control. AN ECOSYSTEM APPROACH Focus on a constellation of products and services that deliver a seamless, wonderful experience to people. The iPod, of course, is the best example of this approach. The iPod ecosystem includes hardware, software, the iTunes site -- first with songs, now with video and accessories -- to manage your music or videos. Building great consumer experiences is a complex enterprise, involving strategy, integration of technology, orchestrating business models, brand management, and CEO commitment. It's harder than you think……at the end it’s TEAMWORK.

Innovate - July 2009, 49th Edition

The Golden Rule to help Prevent SPAM Contributed by - Manas Khanna, Sr. Manager SPAM emails are one of the most annoying things that we encounter on the internet. Not only do SPAM emails fill our mailboxes up with junk, it also wastes our time when we have to continually delete it. -


The Golden Rule to help Prevent SPAM emails Never reply to a SPAM email - SPAM emails will almost always invite you to unsubscribe from their mailing list. This is a way for them to confirm your email address is real. It will offer a link, or it will say something like 'Reply to this email with UNSUBSCRIBE in the subject', never do it. In this we will give you some general tips about how you can try and minimize these nuisance SPAM emails. Some basics about SPAM emails.

What is a SPAM email? A SPAM Email is an unsolicited commercial email, in other words, an email trying to sell you something which you haven't requested.

Where do they get my email address from? Spammers get email addresses by various methods, the most common are listed below: Dictionary attacks Some spammers use software to randomly generate email addresses for popular email providers. Commonly called dictionary attacks, the software will guess the first part of an email The way to avoid this is to use an email address containing special characters such as underscores or numbers. Purchasing third party lists Buying email addresses from third parties. To avoid this only give your email address to trusted sites. Email Harvesters Some spammers use special software called email harvesters which scan web pages for email addresses. Common targets for email harvesters are message boards and social networking websites. To avoid your email being picked up by this type of software, when including your email address on a webpage (for example when you use a message board) try to obscure it. For example, use john AT instead of using the @ symbol.

Some SPAM Emails appear to come from trusted sites? This is called email spoofing, in these cases the spammer's apparent email address will be a trusted domain name. The only way to really see where the email has come from is by viewing the full header information of the SPAM email.

Intel to phase out Centrino Intel Corp plans to phase out some of its brands, including the "Centrino" for computers, to focus on fewer top names as the chip maker expands into new markets such as mobile devices. Intel said that it will stop using "Centrino" to refer to personal computers beginning next year. Instead, it will use the brand to refer to WiFi- and WiMAX-based wireless products. The world's top chip maker, known for its ubiquitous "Intel Inside" stickers, also said it would phase out sub-categories of its Core brand, such as "Core 2 Duo."

Microsoft to offer free Office on Web Microsoft will release a free version of its dominant Office software that users can access over the Web, catching up with products that rival Google launched three years ago. The world’s largest software maker will offer a word processor, spreadsheet, presentation software and a notetaking program with the same look and feel of their counterparts in the Office suites that it sells for personal computers. Microsoft will release the free offering when it starts selling Office 2010.

Innovate - July 2009, 49th Edition

Methodologies used in 6 Sigma Contributed by - Deeptesh Bhattacharya, Quality Assurance Coordinator In this edition we will learn the use of one of the Quality Tools which is used in Kaizen /Six Sigma for root cause identification of a defect with the help of the methodology known as 5 Why’s? The 5 Why’s is a question-asking method used to explore the cause/effect relationships underlying a particular problem. The technique was originally developed by Sakichi Toyoda and was later used within Toyota Motor Corporation during the evolution of their manufacturing methodologies. 5 Whys strategy involves looking at any problem and asking: "Why?" and "What caused this problem?" It is postulated that five iterations of asking why is generally sufficient to get to a root cause. Following is an example of the 5 Why’s analysis as an effective problem-solving technique: 1.

Why is our client, Hinson Corp., unhappy? Because we did not deliver our services when we said

we would. 2.

Why were we unable to meet the agreed-upon timeline or schedule for delivery? The job took much longer than we thought it would.


Why did it take so much longer? Because we underestimated the complexity of the job.


Why did we underestimate the complexity of the job? Because we made a quick estimate of the time needed to complete it, and did not list the individual stages needed to complete the project.


Why didn't we do this? Because we were running behind on other projects. We clearly need to review our time estimation and specification procedures.

A disadvantage is that if you make a mistake answering just one "why" question, your entire analysis gets thrown off. Even worse, the earlier your mistake in the process, the further off your root cause is going to be. At that point, it won't matter if you ask "why" 5 times or five million times. If you want to avoid these problems, try modifying the questioning process as follows. Once you've finished your initial line of questioning, go back to your answer for the first "why" and ask some other questions. 1.

What proof do I have that this cause exists? (Is it concrete? Is it measurable?)


What proof do I have that this cause could lead to the stated effect? (Am I merely asserting causation?)


What proof do I have that this cause actually contributed to the problem I'm looking at? (Even given that it exists and could lead to this problem, how do I know it wasn't actually something else?)


Is anything else needed, along with this cause, for the stated effect to occur? (Is it self-sufficient? Is something needed to help it along?)


Can anything else, besides this cause, lead to the stated effect? (Are there alternative explanations that fit better? What other risks are there?)

The point of these questions is to establish existence, necessity, and sufficiency. Keep asking these five questions for every cause, at every level of questioning. If you diagram all this, you will end up with a tree of causal factors leading up to the original problem which is also known as FISHBONE ….Coming Soon…

Innovate - July 2009, 49th Edition


Contribution of the Recipients

Awarded by

Indranil Mukhopadhyay

For your contribution in testing smartly and providing quick responses to customer on all the queries during the UAT for new BMB implementation.

Alok Kumar

Indrajit Mukherjee

For his contribution in solving Production downtime experienced by the clients.

Kapil Mehta

Abhishek Kumar

For his contribution to the MTS POC delivery. The proactive help & support provided in QA efforts and excellent attitude towards work is highly appreciated.

Debangshu Mitra

Arun Lohani

For his contribution in success of the Flatis delivery for Logictree for the last couple of months. Your contribution in data extraction and analysis has helped the team and project in general immensely.

Vikas Mehta

Abhishek Srivastava (Tech. Writer)

For his timely and extended support in ISO 9000 preparation and documentation for external audit.

Deeptesh Bhattacarjee

For his brilliant job for supporting the administration team by giving his best efforts day & night when I had no assistant & ensure that we run the show serenely without any quandary.

Reba Biswas

Umesh Bajaj

Innovate - July 2009, 49th Edition

Ankit Agarwal

July 11

Mayank Sharma

July 27

Vipul Kumar

July 12

Anil Hans

July 29

Apurva Saurabh

July 13

Amit Suri

July 31

Alok Soni

July 14

Atul Garg

Aug 2

Rajeev Ranjan Ishwar

Aug 2

Aashima Dutta

Aug 3

Tajinder Singh

Aug 7

Rahul Chandel

Aug 8

Jayprakash Nayak

Aug 9

Anupriya Gupta

July 14

Shalini Agarwal

July 17

Ashutosh Sharma

July 25

Lovekesh Makkar

July 25

Raminder Virdi



Shalini Agarwal


Jitender Pathak


Rahul Mittal


Puneet Bhambri


Ankit Agarwal


Congratulations on completion of 5 years! Name


Saurabh Dixit


Vipul Mathur


Apurva Saurabh


Amit Kumar


Lovekesh Makkar


Prince Bhatnagar


Innovate - July 2009, 49th Edition

Best Wishes from all of us!

Surya N Behra weds Shalini

Asha Nandan Malakar weds Mukta

Sisir Kumar Mulia weds Sangeeta Nitynand Sharma weds Jyoti Sharma

Rudra Narayan Mahapatra weds Amruta Gitika Hooda weds Abhinav

Innovate - July 2009, 49th Edition

Please maintain cleanliness of Meeting and Conference Rooms. •

Delete the white-board contents after use.

Put the markers back at their place.

Take back extra chairs after meeting.

Don’t leave loose papers etc., dispose them if they are unwanted.

Don’t remove the phone instruments from the meeting room.

QA Test Winner (July 2009)

Jagdish Sankar




Five boys took part in a race. Adam finished before Bunty but behind Charlie. David finished before Joe but behind Bunty. What was the finishing order (first person first)?


If I5 is India, C5 is China, use the following hints to find the name of the countries. Z8 V9 F6 J7 H5 R7


Innovate Team, June Issue was very well designed and articles were also informative.

Q5 D7 S6 3.

I had a basket full of candies. I ate 5 and gave George half of the remaining. I then ate another 3 and gave Susan one third of the remaining. I ate another 6 and then gave Kevin two thirds of the remaining. I now had 34 candies left. How many did I start with?

Winner of Last Month - Reba Biswas

Answers -

1. Cheese


3. (b)

Thanks, Sumita Yadav


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