Mohan Sekhar
- 1. GDM Plus - Enhancing Service Delivery Mohan Sekhar
- 2. GDM Plus – Our Enhanced Service Delivery Model System Integration Deepening & Widening Services Execution Excellence Enterprise Solutions Infrastructure Management Independent Validation Business Consulting Business Solutions Technology Domain Expertise Quality People Development Operational Efficiency Global Delivery Model
- 3. Deepening and widening our Service Profile 1999 Business Consulting 1999 Enterprise Solutions 2002 Systems Integration 2001 Independent Validation 2002 Infrastructure Management Started Service Assess Opportunity Study Market Assemble team Draft service definition Refine service definition Identify business objectives Develop skill Define methodology Build competence Set up centers for excellence Pilot projects Stabilize model through iteration Service osmosis “ New” Services as % of Revenue “ New” services defined as services other than Application Development, Maintenance, Re-Engineering and Products Conceive Refine Develop Extend Extend Extend Extend Develop Refine
- 4. Widening and Deepening Services – Business Consulting Question Areas Content Areas Service Solution Scope Comparison What ? Why ? How ? Who? When? Infosys Business Consulting Solution Scope Front-end Services Specialty IT Services General Project Management Project Implementation Staffing Services Infosys-Delivery With Proven GDM Solution Scope Most Offshore Service Scope New Global Majors with no GDM Solution Scope Infosys : An End-To-End Solutions Partner Focus on offshoring several components associated with traditionally front-end services Business Consulting has helped generate increased downstream revenues at several marquee clients Business case to guide transition to component-based architecture at a large credit card company, leading to architecture and development assignments downstream Business Process Re-engineering several critical business processes in Sales, Marketing, Finance and Supply Chain at a Metals manufacturer bringing in downstream work in System Integration, JD Edwards implementation, architecture and interface design, and data migration BPR and IT expenditure optimization assignments at a Mortgage major bringing in BPM and software delivery assignments Process Redesign and Planning assignments at a Food Services major leading to recurring revenue streams for delivery, ES and IVS
- 5. Widening and Deepening Services – Enterprise Solutions Package Implementation Business Understanding Software Skills WMS HK systems, Yantra WMS Package Enabled Reengineering SCM i2, Manugistics CRM Siebel, Clarify, Vantive, Oracle EAI TIBCO, Vitria, MQSeries ERP SAP, PeopleSoft, Oracle E-procurement Ariba B2B solutions Manufacturing Apparel Logistics Retail Utilities Finance Business Transformation Business Consulting IT Strategy Formulation Process Benchmarking Process Optimization Technology Solutions Package Evaluation Package Implementation Custom Software Development Deployment & Rollout System Integration Sustenance Organizational Change Transition Strategy & Planning Training & Workshops
- 6. Widening and Deepening Services - Systems Integration Positioning Infosys in the Solutions Leadership Role… Go-to-Market Solutions Enterprise Portal Microsoft XP Deployment Platform Migration Identity Management Integrated Document Management High Availability & Business Continuity (HIBISCUS) Sever Consolidation Infrastructure Rationalization Custom Solutions Driven by Client specific requirements Leverages Go-to-Market Solutions Tactical Alliances Involves Product(s) Integration Data Center Design & Implementation Call Center Design & Implementation Display contextual expertise by segregation of generic framework vs. specific client needs PRE-INTEGRATED SOLUTIONS CUSTOM / TURNKEY SOLUTIONS SECURITY SERVICES CALL CENTER SERVICES DATA CENTER SERVICES PLATFORM RE-ENGINEERING INFRASTRUCTURE SOLUTIONS
- 7. Widening and Deepening Services - Testing ROI-based comprehensive, robust and cost-effective methodology Early value add during the Business Analysis stage CMMI Level 5 processes for consistency High Customer Satisfaction Competency Labs for various Test tools Strategic Test Management Consultancy Test Process Consultancy Test Program Management Performance benchmarking Reliability Testing Security assessment Product Certification Functionality testing Usability testing Globalization testing Compatibility testing Disaster Recovery testing Custom Validation Services Specialty Validation Services Validation Solutions Value Add
- 8. Widening and Deepening Services - Infrastructure Services State-of-the-art Global Management Centre (GMC) in Bangalore Production Support – shared services solution for 24X7, SLA-driven, Tier 1&2 support leading to significant cost reduction for clients across the world Data Center Mgmt enabling an Electronics manufacturer to reduce cost of operations Technical Helpdesk support streamlining processes for a satellite communications provider Database Mgmt Services enhancing throughput for an office solutions provider Secure hosting of mission-critical apps for a leading beverages manufacturer Facilities management in 17 centers helping a semi-conductor firm improve quality of operations DATA CENTER MANAGEMENT Network Mgmt. Security Mail Infrastructure Hosting TECHNICAL SUPPORT Tech. Help Desk Production Support Desktop Infrastructure INFRASTRUCTURE CONSULTING IT Process Consulting Infrastructure Audits Enterprise Mgmt System Help Desk Consulting APPLICATION MANAGEMENT Database Mgmt Application Monitoring Operation Support
- 9. GDM Plus – Our Enhanced Service Delivery Model System Integration Deepening & Widening Services Execution Excellence Enterprise Solutions Infrastructure Management Independent Validation Business Consulting Business Solutions Technology Domain Expertise Quality People Development Operational Efficiency Global Delivery Model
- 10. Execution Excellence - Business Solutions Retail A set of 6 key business solutions comprising packaged services, artifacts, tools and expertise addressing leading edge trends in the Retail industry Key areas: Distributed Order Mgmt, Merchandizing Analytics, Loyalty, Lead-time optimization Financial Services Reference Models – Prototypes and business process models, using our Influx methodology, of complex business flows, aiding in proposals, training Component-based Go to Market solutions catering to specific industry pain-points Auto / Aero / Gas Product Devp. Solutions - Concept Design, Detailed Design, Analysis/Optimization, Manufacturing CAD Solutions – Design Automation, Web Models, Data Migration Embedded Solutions – Automotive, Avionics, Industrial Automation Key Alliances Microsoft, Informatica, Sun Leverage Process, frameworks, methodologies, tools, artifacts and re-usable knowledge objects Thought Leadership Alliances Solutions
- 11. Execution Excellence – Technology leadership Mission : Innovation in Solutions and Services, Thought Leadership in Emerging Technologies Focus Areas : Enterprise Architectures, Performance Engineering, Business Process Management, Pervasive Computing, I.T Management, Collaboration, Web Services, Knowledge Engineering, Platforms – J2EE, .NET Solutions and Frameworks I.T Effectiveness Outsourcing Framework Intelligent Production Support Platform InFlux Speed.NET J2EE Prescriptive Architectures Performance Engineering Framework Technology & Product Evaluation Framework Thought Leadership Web Services Knowledge Management Convergence Collaboration Business Process Management Performance Engineering Highlights 20+ publications - IEEE Magazines & Proceedings, Darwin Magazine, Dr. Dobbs Journal, .NET Journal, DB2 Magazine, Journal of Electionic Commerce Research… WWISA certification program for Software Architects 10+ conferences - IEEE Conferences, AMCIS, ICWS, HSBC Cash Managers Handbook, Java One, Stanford Workshop Books - “The Art and Technology of Software Engineering..”, “Mobile IP: Present state and Future” 3 Patents in software engineering Industry standards bodies – Participating in BPMI, OASIS, OMG Rated by Gartner as “Challengers” for Webservices vision and execution ability
- 12. Execution Excellence - Domain leadership 70 domain experts across 9 industry vertical groups with Hands-on experience (ranging from 6-20 years) in a line function Global certifications (CCM, GARP, CFA) Responsible for multi-level domain training for project teams across domains, to enhance domain skills Key driver for identifying, conceptualizing and building “Vertical solutions”- HIPAA, Perishables, STP, Basel 2 Publishing/ presenting thought papers in international journals and seminars to enhance brand equity of Infosys Global custodian Wall street &Technology Futures and options weekly Energy central HSBC cash management handbook Conferences CLM conference STP conference in Japan NRF conference DCG In 2003 (Till July): 12 Thought papers presented at international conferences / published international journals across industry segments. Retail and Distribution Transportation Healthcare Energy & Utilities Insurance Banking & Cash Management SCM & Manufacturing Financial Securities Travel & Tourism
- 13. Execution Excellence - Quality CMMI PCMM MBNQA CFPM 1993 ISO 9001 1999 CMM Level 5 On-time completion of 89% against industry benchmark of 66% Source - Software Assessments, Benchmarks and Best Practices , by Capers Jones Average defects delivered – 0.015 against 0.105 for Level 5 organizations Source – IEEE Computer Society: Software Process Assessment Enhanced business benefits by Strengthening software engineering processes Quantitative risk management and structured decision making Effective integration of people capabilities with software engineering discipline In the last 30 months 17% improvement in productivity 24% reduction in delivered defects 28% reduction in defect injection rate Increase in repeat business to >90% CMMI – Enhanced version of CMM, integrates various frameworks created by the SEI Infosys - The first Indian software company to be assessed at CMMI level 5, for its offshore and onsite operations
- 14. Execution Excellence – Operational Efficiency Introducing Global Delivery to traditionally “onsite” engagements Continuous improvement in offshore productivity through innovation Package implementation and upgrades Business Process Transformation Account specific onsite:offshore optimization Use of reference models Knowledge Transfer at offshore SLA Based service delivery Evangelizing Knowledge Management Engagement Management Strategy Single CXO-level point of contact for relationship, Draws roadmap for account and leverages cross-functional groups Compensation aligned to accountability Enhance Client Satisfaction CIO Dashboards & Client Portals Monthly and Quarterly Operational and Mgmt level Reporting Annual CSAT and quarterly engagement / Project feedback Quarterly senior mgmt reviews
- 15. Execution Excellence - People Development Focus on Technology J2EE Based architecture design and Web services courses covering about 650 people High end databases courses like database design, tuning, and performance testing have covered 300 people 250+ employees trained on Designer and Tech. Specialist courses on .Net Focus on certification: PMI for Project Managers, Sun, J2EE for architects Average of 15.69 days of training per person-year Focus on Domain Intensive, multi-layered industry vertical training offered by DCG, covering 5000 Project Managers and analysts in domains like Banking, Securities, Insurance, Retail and Telecom Individual Responsibility Performance management, career planning and training Project utilization Adherence to systems and processes
- 16. In Conclusion… GDM Plus, our integrated global delivery model encompassing vertical solutions, expanding service foot print, and execution excellence, is our strategic response to the changed market and competitive landscape, ensuring that we continue to remain ahead of the curve in delivering the highest value to our customers.
Editor's Notes
- #2: Let me take you through Infosys, telling you about the services we offer, our work culture, and the high standards that we aim to maintain. “ Powered by intellect, driven by values.” Infosys is truly a company driven by intellect and knowledge. Care is taken to ensure that the best from the best institutions are chosen. Secondly, the whole organization rests on a very effective foundation – a strong value system. As you can well imagine an organization, which rests on the two strong pillars of intellect and values, cannot help but be a success.