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4 GlobalServices www.globalservicesmedia.com December 2010

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*All the information (text and logos) in this edition (GS Live, December 2010) is provided by numerous service providers. GlobalServices is not responsible for the completeness, accuracy, reliability, suitability or legality for these case studies. Any reliance youplace on such information is therefore strictly at your own risk.

BANKING, FINANCIAL SERVICES AND INSURANCE

8 Developing Strategic SolutionsClient: Bank of Ireland Provider: Dell Services

9 Streamlining Operational Work! owClient: Metlife Provider: Ci&T

10 End User ServicesClient: a universal bank Provider: Microland Limited

BUSINESS SERVICES

12 New Billing ProcessesClient: Recall Corporation Provider: Dell Services

13 Remote IT Infrastructure Management ServiceClient: a FTSE 100 services company Provider: Microland Limited

CONSUMER PACKAGED GOODS

16 Agile Methodologies for Web ManagementClient: Coca-Cola Brazil Provider: Ci&T

17 SOX Compliance Client: Unilever Provider: Capgemini

18 Leveraging Lean Methodology Client: McDonalds Brazil Provider: Ci&T

19 Finance and Accounting SolutionsClient: Coca-Cola Enterprises Provider: Capgemini

DIVERSIFIED

22 Global Network ManagementClient: a Fortune 10 global conglomerate Provider: Microland Limited

23 Message Migration and ManagementClient: a Fortune 100 company Provider: Microland Limited

HEALTHCARE

26 ‘Lift & Shift’ MigrationClient: Owens & Minor Provider: Dell Services

27 Global Website Management and DevelopmentClient: a healthcare and consumer products company Provider: Ci&T

HI-TECH

30 Developing HotsitesClient: Yahoo! Provider: Ci&T

31 Remote Backup ManagementClient: a leading software product company Provider: Microland Limited

MANUFACTURING

34 New IT & Apps PlatformsClient: Verso Paper Corp Provider: Dell Services

35 Automating Dealer OperationsClient: a large automobile manufacturer Provider: NIIT Technologies

TELECOM

38 Enhanced Customer Experience- 360 degreesClient: a telecom company Provider: Tech Mahindra

39 Business Ef" ciency Through Shared ServicesClient: an IP network carrier Provider: Tech Mahindra

TRAVEL AND TRANSPORTATION

42 IT Integration ProjectClient: Enterprise Holdings Provider: Dell Services

43 Making Cargo Handling World ClassClient: a premier cargo ground handling company Provider: NIIT Technologies

44 Streamlining Work! owClient: a U.S.-based freight carrier Provider: DATAMARK

BANKING,FINANCIALSERVICES ANDINSURANCE DEVELOPING STRATEGIC SOLUTIONS /8CLIENT: Bank of Ireland PROVIDER: Dell Services

STREAMLINING OPERATIONAL WORKFLOW /9CLIENT: Metlife PROVIDER: Ci&T

END USER SERVICES /10CLIENT: a universal bank PROVIDER: Microland Limited

Sponsors


The Client:Bank of Ireland is a leading Europe -an retail bank, providing corporateand retail banking services, foreignexchange and hedging facilities, stockbrokerage, insurance and fund man-agement, and financial advisoryservices. BOI was estab lished in 1783by Royal Charter and today has over16,000 employees in eight countriesworldwide.

Situational Analysis:Bank of Ireland (BOI) faced complexissues in the delivery of applicationsdevelopment and maintenance with-in the functional areas of bookkeep-ing, multi-channel architecture, andcore banking interfaces. The bankalso needed to mitigate risk, controlapplication development costs, andaccess additional resources to meetshifting project loads. Bank of Ireland had the followingrequirements:� Changes were needed to improvecustomer experience.

� The bank needed to enhancemultiple applications andperipheral systems to improveflexibility and meet futuredemands created by market dri-vers and customer service needs.

� BOI required advanced bankingtechnology systems including a

highly sophisticated decisionmaking engine.

� BOI needed a highly sophisticat-ed and fully automated money-laundering detection solution

Solution:Dell Services formerly Perot Systems,delivered both long-term strategicsolutions and day-to-day applicationsoperating improvements to help BOIsolve business challenges.Customer Data System : Dell Servicesdeveloped a customer records interfacelinked to six other applications. Transforming Legacy Applications :The Dell Services team developed andimplemented a custom solution witha 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 inmainframe technologies, applicationtesting tools, and implementation ofthe SAP Bank Analyzer solution. Anti-Money Laundering (AML)Technology Dell Services developedan application to extract data from themainframe system and built an interface to a third party tool to detect, investigate, track, report,and alert employees of suspicioustransactions.

Developing StrategicSolutions

At A GlanceCLIENTBank of Ireland (BOI)SERVICE PROVIDERDell ServicesINDUSTRYBFSISERVICE PROVIDEDADMSOLUTIONDelivered long-term strategicsolutions and day-to-day appli-cations operating improvements

The Bank of Ireland credits the collabo-rative and interdependent relationshipwith Dell Services for expanding off-shore capabilities, enhancing long-termdelivery, and improving businessprocesses through gained knowledge.Additional benefits for BOI included:� A greater volume of applicationsprojects output.

� Meeting critical external deadlinesfor European and cross-border pay-ments, and “Chip and PIN”

� Cost benefits by offshoring morethan 350 person-years of labor toreduce onsite contractor costs.

� Flat IT expenses over the past threeyears.

SUCCESS METRICS

Dell Services delivered strategic solutions to Bank of Ireland

BBAANNKKIINNGG,, FFIINNAANNCCIIAALL SSEERRVVIICCEESS && IINNSSUURRAANNCCEEBANK OF IRELAND

For more information on how Dell can help your organization, please [email protected] [email protected].

Please also visit dell.com/services for more information on their capabilities.


BBAANNKKIINNGG,, FFIINNAANNCCIIAALL SSEERRVVIICCEESS && IINNSSUURRAANNCCEE METLIFE

Situational Analysis:MetLife was looking for a solution tostreamline its operational flow,reducing the amount of manualprocesses and consolidating proposalinformation into a single databasewhile continuing to meet the compa-ny’s high quality standards. In orderto do this, MetLife needed a reliablepartner to provide:

� A new, automated operationalflow for life insurance issuingprocess

� High-quality IT applications,process controls and businessrules.

� Project deliverables in a timelyand well-scoped manner.

Solution:MetLife chose one of the top applica-tion development companies in theworld, Ci&T. Ci&T delivers con-

sulting, application outsourcing anddigital marketing services to its cus-tomers – with its innovation, exper-tise and skill set. Through the part-nership, MetLife was able to workwith Ci&T’s experts to streamlinelife insurance issuing process, creat-ing a state-of-the-art automated sys-tem named Morpheus. This allowedMetLife to achieve higher workforceproductivity and better databankcontrol management, vital in accom-plish its goal of increasing clients to100 million worldwide by 2010.Ci&T was able to meet every pre-established milestone and the projectwas completed within five months.� MetLife has achieved a reductionin the time required for issuinglife insurance policies from 10days to less than 24 hours.

� MetLife’s Brazilian unit reducedthe insurance proposals approvaltime by 90 percent.

StreamliningOperational Workflow

At A GlanceCLIENTMetLife SERVICE PROVIDERCi&TINDUSTRYBFSI SERVICE PROVIDEDMainframe Migration SOLUTIONCreated a New AutomatedSystem

Ci&T was able to meet every pre-estab-lished milestone and the project was com-pleted within five months.� MetLife has achieved a reduction in the

time required for issuing life insurancepolicies from 10 days to less than 24hours

� MetLife’s Brazilian unit reduced theinsurance proposals approval time by90 percent

SUCCESS METRICS

Ci&T improves operational workflow for MetLife

For more information on this service from Ci&T,write to [email protected] or visit their officeat Ci&T, 640 Freedom Business Center, Suite

210, King of Prussia, PA 19406.Phone: +1 610 482 4810 Fax: +1 267 775 3347

“When we invested in the implementationof a new application by Ci&T, MetLife sought

an innovative tool that would allow the issuanceof policies with significantly greater efficiency.Once successfully in use for our individual andSMB customers, we decided that our corporateclients would benefit from the tool as well. Whatbegan as an isolated support tool is now criticalto the daily operation of our business.”

“BRENO GOMES, CHIEF INFORMATION OFFICER, METLIFE BRAZIL

The Client:The client is a universal bank head-quartered in Europe. The companyoperates over 2000 branches in 72countries and employs more than80,000 people across the world. Thebank offers a variety of financialproducts and services underInvestment Banking, AssetManagement, Retail and Corporatebanking to corporate and institution-al clients along with private and busi-ness clients.

Situational AnalysisA robust end user services model tosupport the IT infrastructure of thebank was a critical element in deliv-ering high quality services to thebank’s customers. However, the bankfaced challenges in maintaining thequality of services -. � A geographically distributed andsilo based IT support meant var-ied end user experience across theorganization.

� Lack of a single point contact andownership of tickets resulted inhigh resolution times thus leadingto employee productivity issues.

� Poor scalability resulted in

inability to support the rapidexpansion plans of the business.

Solution:The deliverables from Microlandincluded an introduction and man-agement of a standardized end userservices delivery model across thebank’s infrastructure operations. Thesalient points of the Microland solu-tion were � Created a centrally located tech-nical help desk to providestreamlined end user servicesthrough a single location thatcatered to all the branches in thegeography.

� Introduced a value centric frame-work that leveraged analytics andautomation to deliver enhancedexperience to customers whilereducing the costs. Some of theprocesses introduced were - callflow analysis, problem manage-ment analysis, automated perfor-mance tuning, workflow automa-tion, self-help portals and auto-mated healing. This resulted infaster resolution of incidents,reduced number of calls and bet-ter service levels to the end users.

End User Services

At A GlanceCLIENTA universal bankSERVICE PROVIDERMicroland LimitedINDUSTRYBFSI SERVICE PROVIDEDEnd user services SOLUTIONBuilt a standardized end user services delivery model

� TCO Reduction- Over 20% reductionin TCO was achieved due to the consol-idation of multi location service desks toa central location

� Business – IT Alignment- By creating acentralized service desk to serve multiplelocations and businesses, the IT teamcould scale up on-demand and keeppace with the business growth

High Performance.� Usage of advanced analytics and

automation in handling of the tasksresulted in a First Call Resolution(FCR) rate of 85%

� The client was able to realize an end usersatisfaction rate of 96%

SUCCESS METRICS

Microland improves workforce productivity for a univer-sal bank through total ownership of end user services


BBAANNKKIINNGG,, FFIINNAANNCCIIAALL SSEERRVVIICCEESS && IINNSSUURRAANNCCEEAA UUNNIIVVEERRSSAALL BBAANNKK

For more information on Microland Limited,write to [email protected] or visit

www.microland.com

FC- BFSI

NEW BILLING PROCESSES /12CLIENT: Recall Corporation PROVIDER: Dell Services

REMOTE IT INFRASTRUCTURE MANAGEMENT SERVICE /13 CLIENT: a FTSE 100 Services Company PROVIDER: Microland Limited

BUSINESSSERVICES

Sponsors


The Client:Recall Corporation is a worldwide net-work of document management com-panies helping businesses securelymanage their information throughoutits lifecycle. Their services include doc-ument management and storage,secured destruction services, and dataprotection services.

Situational Analysis:Every month Recall visits more than100,000 customer locations, providinga variety of document storage, secureddestruction, and data protection ser-vices. Capturing the exact services ren-dered and accurately billing their cus-tomers, per contractual agreement, is acritical segment of their Perfect Ordercustomer service program and sustainstheir competitive business model. AsRecall grew through acquisition, theywere focused on integrating these newoperations and providing excellentcustomer service.However, the back-office functionslagged with high staff turnover result-ing in the billing process needingimprovements and operational disci-pline to generate consistent accuracy.

Solution:In June 2006, Recall engaged Dell

Sevices to assist with their “FinancialTransformation” project and develop aroadmap of related activities toimprove billing processes and reduceadministrative costs. As part of this ini-tiative, Recall outsourced the majorityof their North America Region billingprocesses to Dell.

Highlights of this engagement:� Recall worked with Dell to estab-lish a highly customized revenuemanagement operation dedicatedto Recall’s North America Regionto support client billing in excessof $25M each month at the com-pany’s Chennai, India facility

� A joint transition team imple-mented standard operating proce-dures and accuracy service levelmetrics, resulting in improvedinternal controls, increased accura-cy, and billing consistency

� The billing transaction processingremained within the Recall enter-prise systems and secure IT envi-ronment

Highlights of the solution:� Developed process disciplinealong with operating metrics

� Established a high-quality off shorebusiness process delivery team

New Billing Processes

At A GlanceCLIENTRecall CorporationSERVICE PROVIDERDell ServicesINDUSTRYDocument ManagmentSERVICE PROVIDEDOutsourced billing processesSOLUTIONDeveloped a highly customizedrevenue management operation

� Increased accuracy: Now when cus-tomers challenge billings, the datadetails are more available and reliablewhich helps support the resolution.

� Saved money: Reduced billingdepartment expenses by 40 percentannually.

� Decreased total billing resources by16 percent: Shifting the majority ofbilling functions to their Chennaioperations center leveraged globaldelivery advantages and energizedstaffing in a cost-advantaged location.

� Increased overall productivity:Consistent processing quality andcontinuous process improvementsallowed redeployment of existingbilling staff to more valuable corpo-rate assignments.

SUCCESS METRICS

BBUUSSIINNEESSSS SSEERRVVIICCEESS

Dell Services developed a highly customized revenuemanagement operation for Recall Corporation

“Turning our billing process over to Dellhas refocused our staff to work with

strategic issues that are more valuable to ourclients and our company.” “DDOOUUGG DDUUSSKKIINN,, CFO, RECALL CORPORATION, NORTH AMERICA

RECALL CORPORATION

For more information on how Dell can help your organization, please contact [email protected] or

[email protected]. Please also visitdell.com/services for more information on their

capabilities.


The Client:The client is a services and outsourc-ing company headquartered inUnited Kingdom and has been deliv-ering essential public services formore than 40 years.The client offers innovative solutionsthat help the government to improveservices across many areas of publiclife, from justice to healthcare, educa-tion to defense. The client is listed onthe London Stock Exchange and is aconstituent of the FTSE 100 Index.

Situational Analysis:A critical component in the client’sbusiness model is to maintain highrebid and new customer win rates.Achieving this meant building long-term relationships with the cus-tomers and also meeting — andmore often exceeding — the cus-tomer expectations.To enable this, the client wanted tocreate an IT Infrastructure servicessupport model that could be offered asa standardized service to its diverserange of enterprise customers.The objectives of this initiative were� Expansion of the services to theend customers on a 24x7 model

� Partnering long term with an ITinfrastructure services providerwho could standardize the serviceofferings, expand and assist with

redesigning the service catalogueand create a technology roadmapfor the future

� Create a shared services modelfor technology support and fur-ther leverage this platform as thecore service differentiator to winnew enterprise customers

� Realize significant savings in thelong term through the shared ser-vice model and redirect the savingsdelivered from the engagementinto customer facing programs.

Solution:In 2005, Microland set up a dedicatedstate of the art Offshore ManagementCenter (OMC) for managing theclient’s IT infrastructure backbone.Microland also integrated real timeservice governance and reporting por-tal to ensure transparency and confi-dence in remote operations.This was followed by setting up of adedicated service excellence team thatassisted the client in their customer fac-ing service catalog redesign and pre-sales process. Microland extensivelyleveraged its service delivery platform“smartcenter” which offered a flexible,multi-tenanted, multi-technologydelivery model to the client. The plat-form offered an industrialized servicedelivery model that supported output /outcome-based pricing models.

Remote IT InfrastructureManagement Services

At A Glance

� Total Cost of Ownership (TCO)Reduction—The client’s TCO wasreduced by over 35% through acombination of hybrid deliverymodels, process excellence and yearon year productivity gains

� IT – Business Alignment—Creation of an agile and flexibleshared services model enabled theclient to seamlessly integrate newend customers faster and deliversuperior end customer satisfaction

� A standardized catalogue and a pre-dictable cost model accelerated theGo-To-Market (GTM) initiatives ofthe client

� High Performance — A reductioninMeanTime to Recovery (MTTR)by 25 % and average incidents perdevice by 70% was achieved

SUCCESS METRICS

BBUUSSIINNEESSSS SSEERRVVIICCEESS

Microland delivers end to end ITinfrastructure services for a FTSE 100company through an exclusiveOffshore Management Center

AN FTSE 100 SERVICES COMPANY

CLIENTAn FTSE 100 services companySERVICE PROVIDERMicroland LimitedINDUSTRYServices and OutsourcingSERVICE PROVIDEDEnd to End IT InfrastructureServicesSOLUTIONSet up a dedicated OffshoreManagement Center


www.microland.com

Digital MagazineEvery Fortnight

www.globalservicesmedia.com

GLOBAL SERVICES DIGITAL MAGAZINE

Frequency: FortnightlyFormat: Digital Magazine & Downloadable PDF

Number of Pages: 20-25Distribution: 115, 000 Opt-in Global Subscribers + Distribution through various

social media networks

To advertise or for more information contact Niketa Chauhan at [email protected] www.globalservicesmedia.com/E-Magazine

FC- BFSI

AGILE METHODOLOGIES FOR WEB MANAGEMENT /16CLIENT: 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

CONSUMERPACKAGEDGOODS

Sponsors


Situational Analysis:Coca-Cola Brazil was looking to con-solidate all of its Web-site manage-ment partners and work with justone. It needed one partner tolaunch and then update more than25 of its product Web sites. Thiswas a huge project for Coca-Colaand the company wanted a partnerthat could do this in a shorter time-frame with the ability to changecourse mid-way through the pro-ject, if needed.

Solution:After evaluating several vendors, Coca-Cola chose Ci&T because of its use ofagile methodologies. These method-ologies ensure that customers receivedeliverables much more quickly andalso allow Ci&T to be more flexiblewith customers’ changing needs. Because Ci&T was able to leveragethese methodologies, the first set ofdeliverables was produced more quick-ly than expected - and helped to speedup the launching and updating ofCoca-Cola´s 25 sites.

Agile Methodologiesfor Web Management

At A GlanceCLIENTCoca-Cola BrazilSERVICE PROVIDERCi&TINDUSTRYConsumer Packaged GoodsSERVICE PROVIDEDWeb-site building and manage-ment SOLUTIONDeveloped the deliverables lever-aging agile methodologies

� Coca-Cola has experienced signifi-cantly less spend on developmentactivities.

� Because of the consolidation ofdevelopment partners, Coca-Cola isnow able to better manage the devel-opment process more easily.

� Coca-Cola has leveraged Ci&T toestablish processes to help streamlinethe technology and creative processesto save time and money

� Coca-Cola has been able to lessenmanagement overhead because ofthe consolidation of agencies.

SUCCESS METRICS

CCOONNSSUUMMEERR PPAACCKKAAGGEEDD GGOOOODDSS

Ci&T consolidated Website management for Coca-Cola Brazil

One of Ci&T’s competitive advantages is itsmanagement expertise. Because of this,

Coca-Cola now has the highest level of planningand control of its site-development activities.”“JJOORRGGEE OOSSMMAANN,,COCA-COLA´S DIRECTOR OF BUSINESS SOLUTIONSIMPLEMENTATION, BRAZIL

COCA-COLA BRAZIL

For more information on this service from Ci&T,write to [email protected] or visit their officeat Ci&T, 640 Freedom Business Center, Suite 210,King of Prussia, PA 19406.Phone: +1 610 482

4810 Fax: +1 267 775 3347


The Client:Unilever deals in 400 brands span-ning 14 categories of home, personalcare and foods products. Every day,150 million people choose thebrands of Unilever such as OMO,AXE, Dove, Lux, Knorr, Lipton, Wallsand Ben & Jerry’s. Unilever employover 174 000 people in around 100countries worldwide. Unilever man-ages a number of strategic partner-ships globally which includesTESCO, Carrefour, Ahold and WalMart. They have strong brand pres-ence in home care, personal care,foods and ice creams.

Situational Analysis:Unilever was concerned about itsSOX compliance processes. Withyearly turnover of over €5B($6.65B), Unilever’s US operationswere organized into four units withsome corporate functions (such astreasury, tax, employee benefits, riskand insurance management) central-ized at HQ and provided as a sharedservice. The units were not co-locat-ed and many business processes werenot homogeneous. In addition, theyhad their own manufacturing plantsand distribution centers that werecommon in only a few instances. Thechallenge for the CFO was to initiatea comprehensive service complianceprogram which would be both cost-effective and annually sustainablefrom the outset.

Solution:The entire process mapping, docu-mentation and management attesta-tion process were outsourced toCapgemini’s Management AssuranceServices (MAS), a service line withinCapgemini’s Business ProcessOutsourcing practice. The MASSOX framework serves not only as acost-effective compliance methodbut also incorporates process remedi-al work, and through BusinessInsight drives continuous improve-ment and best practice. In 2006,Capgemini worked in close collabo-ration with Unilever to put togethera comprehensive, adaptive programfor the management of the SOX com-pliance requirements, accommodatingthe specific needs of the client’s envi-ronment while exploiting the benefitsof Capgemini’s proven SOX compli-ance framework. In 2007 and 2008,thanks to the established SOX frame-work and by gradually shifting processsupport to an on-site/offshore deliverymodel, Capgemini was able to drivedown the client’s costs of complianceand concurrently increase quality andtimeliness. Today, Capgemini’s solu-tion is an integral part of the client’sSOX compliance program, yet theclient retains overall program gover-nance and control.

SOX Compliance

At A GlanceCLIENTUnileverSERVICE PROVIDERCapgeminiINDUSTRYConsumer Packaged GoodsSERVICE PROVIDEDManagement Assurance ServicesSOLUTIONPut together a comprehensive,adaptive program for managementof SOX compliance requirements

The Capgemini MAS team leveragedonsite/offshore delivery that operates atoffshore rates along with theirCompliance Center of Excellence net-work to drive client savings of over 40%.These cost savings resulted from reduc-tions in labor costs and from the central-ized delivery method that successfullystrips out project management overhead.In short, an annual project was industri-alized into a repeatable and sustainableprocess. The SOX compliance frame-work program provided the followingsustainable benefits:� Overall improvement in the control

environment� Readily available process documen-

tation and standard operating proce-dures for business units with a viewto harmonizing processes across theunits

� Reduced effort and freeing up ofinternal resources

� Cost advantage of offshoring of overa third of the program

SUCCESS METRICS

Capgemini transformed SOX compliance from project toprocess for Unilever

CCOONNSSUUMMEERR PPAACCKKAAGGEEDD GGOOOODDSS UNILEVER

For more information on this service fromCapgemini, write to Jean Christophe Ravaux,Global Sales Officer, Capgemini BPO at jean-

[email protected]


Situational Analysis:McDonalds Brazil faced a distinctchallenge in optimizing its controllablefood system. In order to provide sup-port and reduce raw material waste inthe system, the company required anoverhaul of its IT and business process-es to improve the overall quality ofsupport in the field. Ultimately,McDonalds Brazil enlisted Ci&T toimplement new IT and businessprocesses that would reduce waste andenable McDonalds to achieve bettercontrol of the materials in its system,providing the support necessary toensure optimization of processes at alltimes. In this, McDonalds hoped to

achieve new levels of efficiency thatwould reduce costly waste of materialsand improve the overall effectiveness ofthe system.

Solution:To improve process efficiency forMcDonalds, Ci&T used a uniqueapproach to IT, leveraging the provenprinciples of the lean methodology,which focus on delivering value andeliminating waste. Once the newprocesses were implemented and thenew systems were up and running,McDonalds was able to better controlits raw material assets across 568restaurants in Brazil.

Leveraging LeanMethodology

At A GlanceCLIENTMcDonalds BrazilSERVICE PROVIDERCi&TINDUSTRYPackaged GoodsSERVICE PROVIDEDIT Process Efficiency SOLUTIONLeveraged the proven principlesof the lean methodology to focuson delivering value and eliminat-ing waste

� The fast food giant anticipates thatthe overall improved efficiency of itscontrollable food system will factorinto a 1 percent annual cost savings,or the bottom-line equivalent tomore than a 3 percent increase inannual sales.

� Using a Lean approach to IT, Ci&Twas able to create improvements incontrol and efficiency thatMcDonalds expects will enable it todivert approximately 15 to 20 percentof its maintenance costs to new prod-uct development and innovation.

SUCCESS METRICS


Ci&T improves McDonalds' IT process efficiency

Our business is made up of cents. Thegreater our ability to maintain IT systems

and equipment operation, the more opportuni-ty exists for us to provide better products forour customers. With the system running to itsfullest potential, it adds greater value to ourbusiness, enabling better control of the opera-tion of restaurants, with the benefits exempli-fied in the quality of the final product”

“A MCDONALDS EXECUTIVE

MCDONALDS BRAZIL

For more information on this service from Ci&T,write to [email protected] or visit their officeat Ci&T, 640 Freedom Business Center, Suite 210,King of Prussia, PA 19406.Phone: +1 610 482

4810 Fax: +1 267 775 3347


The Client:Coca-Cola Enterprises is the world’slargest marketer, producer and dis-tributor of Coca-Cola products.Operating in 46 U.S. states andCanada, CCE is the exclusive Coca-Cola bottler for all of Belgium, con-tinental France, Great Britain,Luxembourg, Monaco and theNetherlands. Sales represent 16% ofThe Coca-Cola Company’s world-wide volume.

Situational Analysis:In early 2007, Coca-Cola Enterprises(CCE) conducted a benchmarkingexercise to see how the organization’seffectiveness and efficiency stackedup against the competition. Withthis study they identified that tobecome more efficient, CCE wouldneed to conduct as much of its trans-action processing as possible in a lowcost country, either with a third partyoutsourcer or a captive shared ser-vices center. The economic goalswere to achieve cost savings of $20

million per annum in CCE’s transac-tion work, through a finance opti-mization project.

Solution:CCE chose Capgemini to implementcomprehensive finance and account-ing (F&A) solutions throughoutCCE’s global business to create an effi-cient process in a cost-effective envi-ronment for order-to-cash services,purchase-to-pay accounting, andrecord-to-report activities, as well as acomprehensive document manage-ment solution. The transformationproject focuses primarily on a jointCCE-Capgemini unique order-to-cashapproach, utilizing a best-of-breedcredit toolset designed to increase theeffectiveness and efficiency of creditand collection departments. In addi-tion, the automated credit moduleenables CCE to apply a single set ofapproved rules and procedures to everycredit decision, improving the efficien-cy and consistency of the decisionmak-ing process.

Finance and AccountingSolutions

At A GlanceCLIENTCoca-Cola EnterprisesSERVICE PROVIDERCapgeminiINDUSTRYConsumer Packaged GoodsSERVICE PROVIDEDFinance and accounting solutionsSOLUTIONA unique order-to-cash approachto the transformation project

SUCCESS METRICS

We are on track to achieve the targeted savings at the tail end of the transition with

Capgemini. Our internal benchmarks have gottenbetter, and through good people management,we have reduced severance costs. The concept ofCapgemini’s Rightshore® solution is a definite pluson their side of the ledger.”

“JJOOEE HHEEIINNRRIICCHH, VICE PRESIDENT, FINANCE GLOBAL INITIATIVES, CCE

COCA-COLA ENTERPRISES

For more information on Capgemini, write toClaude Hartridge, Vice President, Executive Sales

at [email protected]

Capgemini enabled Coca-Cola Enterprises to achievemajor cost savings through a finance optimization project

The contract with CCE will run forseven years from July 2008, and thetotal contract value amounts to approx-imately $137 million. The partnershipwill realize the following benefits fortheir business:� Accelerate the transformation and

help achieve near world-class perfor-mance through standardizing andstreamlining operations.

� Deploy a global unified solutionacross all CCE business units to sup-port the business that includes stan-dardization and process improve-ment while maintaining high stan-dards of control and compliance.

� Achieve a minimum savings targetof 25%

� Mitigate risks while transitioningthe work and implementing newtools, systems and technologies.


FC- BFSI

GLOBAL NETWORK MANAGEMENT /22CLIENT: a Fortune 10 global conglomerate PROVIDER: Microland Limited

MESSAGE MIGRATION AND MANAGEMENT /23 CLIENT: a Fortune 100 company PROVIDER: Microland Limited

DIVERSIFIED

Sponsor


The Client:The client is a diversified multina-tional conglomerate operatingacross multiple segments such asenergy, finance, technology infra-structure, media, consumer &industrial. The company operatesin over 100 countries, employsmore than 300,000 people world-wide and has been has been consis-tently ranked amongst the Fortune10 companies for several years.

Situational Analysis:� The client maintained a region-al Network Operations Center(NOC) structure that demand-ed global coordination betweenthe IT teams and businessunits.

� The technology teams were alsounder constant pressure fromthe business to significantlyreduce the cost base.

� The client had to manage hun-dreds of global telecom serviceproviders with no control overthe Service Level Agreements(SLAs).

� A poor centralized asset & con-figuration standards repositoryled to further inefficiencies inoperations.

Solution:Microland built an integrated globalservice model that aligned with theclient’s business needs and ensuredcompliance to stringent SLAs by set-ting up a service governance team. Microland also invested heavily intoautomation and analytics resultingin process and SLA improvements.Besides, the support team KRAswere aligned to client’s businessgoals and reviewed on a periodicbasis. A SWAT team was created thatcompleted 100% mapping of tele-com circuits and assets to improveknowledge management and serviceresponsiveness.The scale of operations covered was � Management of 100,000 voiceports and 14000 devices whichcovered 40% WAN, 50% LAN,10% security services and 10%WAP of the client’s networklandscape.

� Microland also manages 80+global telecom operators and22,000+ circuits and for theclient.

Global NetworkManagement

At A GlanceCLIENTA Fortune 10 global conglomerate SERVICE PROVIDERMicroland LimitedINDUSTRYDiversified SERVICE PROVIDEDNetwork Management ServicesSOLUTIONBuilt an integrated global servicemodel

� Total Cost of Ownership (TCO)Reduction- The client’s TCO wasreduced by over 40% through acombination of hybrid deliverymodels, process excellence and yearon year productivity gains

� IT – Business Alignment-Microland enabled the client tooffer a standardized shared servicemodel to the business globally. Alsothe business responsive supportteam delivered on SLAs consistently.

� High Performance-The client real-ized a reduction in Mean Time ToRecovery (MTTR) rate and averageincidents per device rate by 60%and 70% respectively. Further ser-vice compliance of key telecomoperators improved by 20%

SUCCESS METRICS

DDIIVVEERRSSIIFFIIEEDD

Microland delivers a global servicemodel for managing the network infrastructure of a Fortune 10 company

A FORTUNE 10 GLOBAL CONGLOMERATE


www.microland.com


The Client:The client is a Fortune 100 diversifiedcompany with a strong set of globalbusinesses in infrastructure, financeand media. The client operates acrossmultiple segments including aircraftengines, power generation, medicalimaging, television programming andconsumer goods.The client is listed inthe NYSE and is a constituent of theDow Jones Industrial Average (DJIA).

Situational Analysis:The client houses the largest enter-prise Microsoft Exchange setup inthe world today, with over 400,000mailboxes. The messaging infrastruc-ture is spread across 19 data centerswith over 500 servers around theworld. In addition to this, the infra-structure also caters to about 50,000mobility users. The client needed apartner who could:� Manage the messaging infrastruc-ture and the user accounts from acentralized offshore location whileensuring continuous availability tothe business

� Lower the operational costs &implement a shared services modelacross the organization

� Migrate mailboxes to newerMicrosoft Exchange platformswhen needed

Solution:Microland started this engagement in1999 and continues to manage themessaging infrastructure for the client.At that time, the infrastructure consist-ed primarily of Exchange 5.5 servers.Over the years, in addition to manag-ing the messaging ecosystem,Microland also undertook platformmigration from Exchange 5.5 toExchange 2000 and later to Exchange2003. The salient points of the Microlandsolution are� A total ecosystem based approachfor managing the messaging andthe associated infrastructure viz.instant messaging, security, mobil-ity, storage, backup etc

� Consolidation of the exchangeenvironment and a single SLAdriven ITIL based messagingmanagement model across theorganization

� Extensive leverage of Six Sigmaand FMEA (Failure Mode EffectAnalysis) methodologies to ensurecontinuous process efficiencies

� Proactive monitoring and man-agement of incidents usingautomation frameworks

� High visibility and control ofoperations to the client through acustomized CIO Dashboard

Message Migration and Management

At A GlanceCLIENTA Fortune 100 companySERVICE PROVIDERMicroland LimitedINDUSTRYDiversifiedSERVICE PROVIDEDMessaging Management &Migration SOLUTIONLeveraged Six Sigma and FMEAmethodologies

� TCO Reduction: Vendor managementcosts reduced by 30%; Data center con-solidation and virtualization reducedserver footprint by 30%; Delivered year-on-year reduction in cost per mailbox

� High Performance: Maintained emailservice availability at 99.9X%; Ensureddefect free-migration and deployment,and zero end user impact on migration

� IT – Business Alignment: End to endservice delivered to client’s shared ser-vices group offering them ease of man-agement and chargeback; Newsite/cluster deployment time reducedfrom 32 to 9 days, thus increasing theIT’s teams’ responsiveness to businessneeds; Enabled automatic retrievaland download of warranty and contractdetails and triggered automatic alerts30/60/90 days before warranty expira-tion, thus streamlining and internalbusiness process for the client’s IT team

SUCCESS METRICS

Microland ensures Six Sigma class emailavailability and zero error migrations forthe world’s largest Microsoft Exchangeinstallation

DDIIVVEERRSSIIFFIIEEDD A FORTUNE 100 COMPANY


www.microland.com

FC- BFSI

‘LIFT & SHIFT’ MIGRATION /26CLIENT: Owens & Minor PROVIDER: Dell Services

GLOBAL WEB MANAGEMENT AND DEVELOPMENT /27 CLIENT: a healthcare and consumer products company PROVIDER: Ci&T

HEALTHCARE

Sponsors


The Client:Owens & Minor, Inc., a Fortune 500company, is a leading national distrib-utor of name-brand medical and surgi-cal supplies and a healthcare supply-chain management company.

Situational Analysis:The company needed to modernize itssystems to provide for future enhance-ments and growth, while improvingperformance.The decision to migrate all mainframeprocessing of its mission-critical enter-prise resource planning (ERP) systemto a framework based on Microsoft®Windows® was also governed by theneed to preserve the company’s 20years of IP-based data, systems, andunique business logic.Specific project goals included:� Achieving timely or early projectcompletion to allowing termina-tion of mainframe services

� Preventing disruption to ongoingbusiness operations

� Delivering defect-free software inthe Windows environment

� Implementing change controlprocesses to allow business-critical

changes to current systems duringthe migration period

� Sustaining adequate performanceof applications in the Windowsenvironment

� Ensuring that the project stayedwithin the approved budget

Solution:Dell Services used a “lift and shift”migration to Windows to modernizeOwens & Minor’s heavily customizedERP platform. The first aim of the liftand shift migration was to achieve a“like-for-like” system by runningextensive testing. The implementa-tion of a relational database manage-ment system reduced risk by introduc-ing minimal change to applications,while providing for data tier modern-ization.The key steps followed by DellServices in the migration exercise were:� “Lift and shift” Cobol fromMainframe to Wintel

� Configure Database I/O routinesin Wintel Environment

� Retrofit� Test and Fix� Implementation

‘Lift & Shift’ Migration

At A GlanceCLIENTOwens & MinorSERVICE PROVIDERDell ServicesINDUSTRYHealthcareSERVICE PROVIDEDMainframe MigrationSOLUTIONUsed a “lift and shift” migration toWindows

� Cost savings.The project is expect-ed to yield substantial annual sav-ings while improving efficienciesfor supply chain management.

� Planning for the Future. Themigration ensured that the compa-ny’s core IP remained intact andachieved greater optimization.

� Higher performance. The new ITinfrastructure delivers greater per-formance capabilities.

� Enhanced customer service. Theuser interface modernization willdeliver better online tools forOwens & Minor customer servicerepresentatives.

� Increased staff productivity andefficiency. Simplified businessprocesses.

SUCCESS METRICS

HHEEAALLTTHHCCAARREE

Dell Services used a “lift and shift” migration to modernizea heavily customized ERP platform

This was a complex and mission-criticalproject, and we are proud of the benefits

this successful collaboration brings to Owens &Minor. The migration establishes a powerful andflexible computing platform to drive futuregrowth and innovation.”“CCHHUUCCKK LLYYLLEESS,, PRESIDENT OF DELL SERVICES PUBLIC SERVICESSECTOR

OWENS & MINOR



capabilities.

The Client:A leading healthcare and consumerproducts company.

Situational Analysis:A global healthcare products compa-ny was looking for a way to manageand develop its complete portfolio ofweb properties more consistently andefficiently. Because the companyoperates hundreds of sites across mul-tiple regions and business units,inconsistencies in processes for devel-oping and managing of these siteswere resulting in unnecessary costsand tension between marketing andIT. In addition, the company saw anopportunity to improve its cross-plat-form web development, as well as toleverage its existing assets to receivegreater value from these properties.

Solution:As the healthcare product companysought a vendor to manage digital

media development, it ultimately select-ed Ci&T, which specializes in thedesign and development of web portals,consumer-facing websites, intranets andmobile applications. With a skilledteam of developers employing Agilemethodologies, Ci&T quickly imple-mented processes for website manage-ment that helped the company toachieve its goal of greater agility andinnovation, with IT delivering morevalue to the marketing organization.Ci&T provided the digital marketingexpertise to design and build the webproperties in an integrated fashion, uni-fying creative design and developmentinto an Agile framework that utilizesshort-cycles of feedback and greaterinvolvement to produce results fasterand with higher quality, while leverag-ing nearshore capabilities and helpingthe company unify its processes formanaging these sites across globalregions and business units.

Global Web Managementand Development

At A GlanceCLIENTA healthcare and consumerproducts company SERVICE PROVIDERCi&TINDUSTRYHealthcareSERVICE PROVIDEDWebsite Management andDevelopmentSOLUTIONImplemented processes forwebsite management employingAgile methodologies andnearshore capabilities

� With the transformation in process-es, web properties today go livemuch faster than before, bringingmore agility to the business.

� All websites are fully compliant withinternal and external regulations forsite management at the source,avoiding re-work or customer com-plaints.

� Ultimately, the high satisfaction ofthe client led to a lasting relationshipthat has continued through multipleapplication development projects.

SUCCESS METRICS

Ci&T implemented processes forwebsite management for a globalhealthcare products company

HHEEAALLTTHHCCAARREE A HEALTHCARE AND CONSUMER PRODUCTS COMPANY

For more information on this service fromCi&T, write to [email protected] or visittheir 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

The fact that Ci&T is a CMMI5-certifiedcompany that masters Agile methods like

no other was a key factor in this partnership,since you need to combine strong disciplinewith high interaction and speed in a project ofinternational scale such as this,” “BBRRUUNNOO GGUUIICCAARRDDII,, CHIEF OPERATING OFFICER AT CI&T.


FC- BFSI

DEVELOPING HOTSITES /30CLIENT: Yahoo! PROVIDER: Ci&T

24X7X365 REMOTE BACKUP MANAGEMENT /31 CLIENT: a Leading Software Product Company PROVIDER: Microland Limited

HI-TECH

Sponsors

Situational Analysis:Yahoo! was looking to strengthen andexpand its presence in Latin America.In order to do this, Yahoo! knew that itneeded a development partner to helpcreate hotsites to support the expan-sion and maintenance of its platformproducts. Yahoo! was looking for apartner with capabilities such as:� A highly qualified team inLAMP technology

� Cost effectiveness� Scalability and process innova-tion

� Ability to quickly adapt itsprocess to Yahoo! Methodology

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

marketing services to its customers ina unique way – with its innovation,expertise and skill set. Through thispartnership, Yahoo! was able to workwith Ci&T’s team of experts to lever-age the newest and best technologiesfor Web development. This allowedYahoo! to meet the needs of its por-tal, which has more than 345 millionusers worldwide. Ci&T was able todeliver all the requested hotsites toYahoo! quickly, leveraging agilemethodologies.

Developing Hotsites

At A GlanceCLIENTYahoo! SERVICE PROVIDERCi&TINDUSTRYHi-techSERVICE PROVIDEDWeb development SOLUTIONDeveloped the requested hot-sites leveraging agile method-ologies

� Yahoo! has been able to extend itspresence in Latin America, as wellas its ability to deliver sponsoredsites as fast as three days from thedefinition of layout to market.

� Ci&T met 100 percent of launchdates for all of the hotsite projects.

SUCCESS METRICS

Yahoo! and Ci&T Create an Offshore Site

One of our most successful outsourcingpartnerships is with Ci&T. Ci&T delivers con-

sistent quality and transparency into its man-agement services - emphasizing both pre-dictability and punctuality in development.”“RROODDOOLLFFOO CCAALLIILL,, YAHOO! OUTSOURCING MANAGER

For more information on this service fromCi&T, write to [email protected] or visittheir office at Ci&T, 640 Freedom BusinessCenter, Suite 210, King of Prussia, PA 19406.

Phone: +1 610 482 4810 Fax: +1 267 775 3347


YAHOO! HHII--TTEECCHH

HHII--TTEECCHH A LEADING SOFTWARE PRODUCT COMPANY


The Client:The client is one of the world’s leadingsoftware product companies withmore than 17,500 employees in over40 countries. The company providessecurity; storage and systems manage-ment solutions to help its customers –from consumers and small businessesto the largest global organizations –secure and manage their information.The client is a Fortune 500 Companyand a constituent of the S&P index.

Situational Analysis:Being the largest vendor of backupmanagement software in the world,the client needed a cost effective and aglobal delivery services strategy forbackup operations management.Increasingly, its clients were expectingboth product and service packagedinto one offering, and hence the licens-ing component of the revenue hadbecome the major growth driver.Offshore backup management modelwas a key element of this strategybecause of the inherently lower cost ofdelivery as well as rapid scalability itoffered. The client needed a partner withremote infrastructure operationsexpertise who could provide backup

management services that enabledreduction in risk exposure and adheredto the stringent service levels whilebeing a cost effective solution to theend customers.

Solution:Microland offered a 24X7X365remote backup management modelto the client. Microland builtprocesses, tools and methodologieswhich included in-house developedtools as well as client’s tools formonitoring and management ofbackups. Microland started theengagement by drawing up adetailed RACI chart that clearlydefined the roles and responsibilitiesof Microland, client and the endcustomer. Microland’s offshore teamprovided day to day back up ofmonitoring, trouble shooting andoperations management.The key deliverables included � Maintain the service level ofmonthly backup success rate atupwards of 98%

� Actively track backup failures fortoubleshooting, remediation andreporting.

� Initiate the data restore within twohours on receiving the request.

Remote BackupManagement

At A GlanceCLIENTA leading software company SERVICE PROVIDERMicroland LimitedINDUSTRYIndependent Software Vendor (ISV) SERVICE PROVIDEDManaged Backup ServicesSOLUTION24X7X365 remote backup management model

TCO Reduction: Lower price pointsowing to offshore remote deliverymodel; Highly predictable cost modelbased on per backup clientIT – Business alignment: Parameterslike committed backup success rateand restore & response times are built-in in the SLAs, thus increasing visibili-ty and benefi ts to end customers.High Performance: Extension of theback up support window from thestandard 8x5 model to a full24X7X365 model; Tool based manage-ment and monitoring ensured highbackup success rate of over 99%

SUCCESS METRICS

Microland enables a 24××7××365 BackupManagement service model for a lead-ing storage software company


www.microland.com

FC- BFSI

NEW IT & APPS PLATFORMS /34CLIENT: Verso Paper CorpPROVIDER: Dell Services

AUTOMATING DEALER OPERATIONS /35 CLIENT: one of the world’s largest automobile manufacturers PROVIDER: NIIT Technologies

MANUFACTURING

Sponsor


The Client:Based in Memphis, Tennessee, VersoPaper Corp. is a leading NorthAmerican producer of coated and spe-cialty papers used in magazines,catalogs, and com mercial printingapplications.Verso Paper Corp. was spun off by itsmultinational parent in 2006. As partof the divestiture, the parent companyagreed to provide IT services for oneyear. The former parent would provideonly very limited transition support.

Situational Analysis:Verso’s challenge was to establish anentire IT infrastructure and all applica-tions in just 12 months or face severefinancial penalties from the parentcompany for continued support.As a $1.6 billion “startup” company,Verso conducted a rigorous reviewprocess with three primary objectivesfor the review process:� An on-schedule separation fromthe former parent.

� A high-value solution over theterm of the contract.

� A tightly integrated team in whichVerso IT and the services providerwould collaborate to deliver new

IT solutions to the business. � After the RFP process, only 4½months remained to complete theproject, which would serve rough-ly 3,000 employees dispersedamong facilities in 11 U.S. states.

Solution:Dell Services applied its well-estab-lished transition methodologies,which were then customized to meetVerso’s specific requirements. Projectteams were quickly formed recruitingthe most knowledgeable leadershipfrom across both companies. Dellpersonnel included dedicated on-siteteam members and leveraged exper-tise from delivery centers in the U.S.,India, and Mexico.The creation of a single, integratedprogram management office provedto be a key element for the project’sultimate success. This office providedhighly structured oversight of multi-ple concurrent projects. Successrequired constant focus on the pro-ject schedule, reprioritization of workas required, risk management, rapidescalation of issues, and cleancutovers of critical services during thetransition period.

New IT & Apps Platforms

At A GlanceCLIENTVerso Paper CorpSERVICE PROVIDERDell ServicesINDUSTRYManufacturing SERVICE PROVIDEDNew IT & Applications PlatformsSOLUTIONAn integrated program manage-ment office for the transition project

� Avoided financial penalties. Versowas not assessed substantial feesthat would have been imposed forcontinued support from the for-mer parent company.

� Cost identification at a service-unitlevel. Allows better utilization andtotal cost of ownership managementto reduce overall expenses for IT.

� Improved engineering controltechnical infrastructure. Betterdefinition for levels of redundancy,failover, virtualization, and disasterrecovery.

� Incremental savings opportuni-ties. Dell Services has identifiedefficiencies that are expected togenerate $600,000 in additionalsavings annually.

SUCCESS METRICS

MMAANNUUFFAACCTTUURRIINNGGVERSO PAPER CORP

Dell customized and applied its well-established transitionmethodologies for Verso Paper Corp

“Dell Services and Verso IT work so closelyand seamlessly together that to our end-

user community, IT services are seen as comingfrom a single organization. There is no ‘us andthem’ – it is just the IT team.” “BBEENN HHIINNCCHHMMAANN,, VP AND CIO, VERSO PAPER CORP



capabilities.


The Client:The client is one of the world's largestautomobile manufacturers out ofJapan. They produce vehicles in 26countries and regions and marketingvehicles in more than 170 countriesand regions. In fiscal 2006, they cameout with over eight million vehicles ona consolidated basis to customersaround the world under their differentbrands. They had over 280,000employees at the end of fiscal 2006.

Situational Analysis:The client selected Thailand as thelargest base outside of Japan for assem-bly and manufacture of its leadingrange of vehicles for the Asian andEuropean markets. Headquartered inBangkok, they extended their manu-facturing capacity and capability andsupported this initiative with a com-prehensive rebuilding of IT and ISinfrastructure. A key area of focus isthe dealer network, the effectivenessand efficiency of which is the primederive of sales..

Solution:NIIT Technologies has worked withthe client in Japan, Singapore,Thailand and Belgium in offering awide range of custom applicationdevelopment, maintenance, enhance-ment, deployment and user supportservices, for over 10 years, and contin-ues to support their initiatives in theregion, including its programme forimproving internal communicationsand data exchange.Functional areas of focus have beendealer operations, after sales system,service management, spares and war-ranty claims management. The mostwidely deployed system is the bi-lin-gual (English and Japanese) Sales andLogistics System, which connects theCompany with its dealers, andDistributors across the world. The sys-tem includes vehicle logistics, order-ing, vehicle tracking, production andload planning, and price negotiation.It is deployed across 11 countries at380 dealers’ locations with over 3,000users.

Automating DealerOperations

At A GlanceCLIENTA large automobile manufacturer SERVICE PROVIDERNIIT TechnologiesINDUSTRYTravel and Transportation SERVICE PROVIDEDInfrastructure servicesSOLUTIONDeployed bi-lingual (English andJapanese) Sales and LogisticsSystem

The customer has seen significantimprovement in stock management,transparency for the dealer of theirorder, flexibility on order amend-ments, complete tracking of vehicles,and various MIS reports. Higher cus-tomer satisfaction has been reported,along with a reduction in lead time forlegal approvals. The business has seenefficiencies within the workshop andimprovement in stock maintenanceand productivity improvement in thepacking operation.

SUCCESS METRICS

NIIT deployed a bi-lingual Sales andLogistics System for an auto major

For more information on NIIT Technologies ,write to [email protected] or visit

www.niit-tech.com

ONE OF THE WORLD'S LARGEST AUTOMOBILE MANUFACTURERS MMAANNUUFFAACCTTUURRIINNGG

Global Services LIVE!Q1, 2011 EDITION

Releasing March 2011Case studies are invited from service providers.

For more details click here or contact Satish Gupta at [email protected]

LIVE

FC- BFSI

ENHANCED CUSTOMER EXPERIENCE- 360 DEGREES /38CLIENT: a telecom company PROVIDER: Tech Mahindra

BUSINESS EFFICIENCY THROUGH SHARED SERVICES /39 CLIENT: an IP network carrier PROVIDER: Tech Mahindra

TELECOM


The Client:Client is one of the largest telecom ser-vice providers in India with a customerbase of 50 million across 20 circles.The client provides services includingbasic telephony services, cellular ser-vices and broadband services for bothretail and enterprise customers.

Situational Analysis:The client was facing low customersatisfaction and high operational costsdue to scattered customer care call cen-tres. As a result of multiple locationcontact centre architecture, the operat-ing costs were high and quality of cus-tomer experience wasn’t consistent. Percentage of repeat calls was also veryhigh leading to low customer satisfac-tion. The client wanted TechMahindra to help them improve oper-ational efficiency by transform-ing/redesigning business processes tohelp improve customer satisfaction.

Solution:Tech Mahindra’s Business ProcessManagement (BPM) team understoodthe requirements of the client andformed a core team of experts com-prising of BPM resources. The teamdid a second level drill down to arriveat the Root Cause Analysis (RCA). The team comprising of variousfunctional SPOCs then did a brain-storming session amongst themselves

to actually come out with the proba-ble factors which triggered the repeatcalls in the first place. Key factorswere short listed and sub teams wereformed to study and find a resolutionfor each factor. The solution was thenimplemented and regular team meet-ings were held to understand theimpact of solution and recommendmodifications if required.During the RCA following key fac-tors were identified, analyzed andworked upon to increase customersatisfaction.� Ease to Access Centre� Changes in the IVR Proposed� Premium Customer Handling toensure that top skill associates(Green Band) handle premiumcustomer calls. In case of a highqueue time premium customersare given preference.

� Desk Aid for Associates- TechMahindra implemented inhousedeveloped tool to ensure a singlescreen availability of all criticalinformation sources / tools

� Knowledge Bank- made availablethe Online product / Process infor-mation repository and the Scenariospecific script guide to the customerservice associates to ensure that theywere equipped with full informa-tion categorized on various scenar-ios while they are servicing the call.

� Repeat Call Resolution Project

Enhanced CustomerExperience- 360 degrees

At A GlanceCLIENTa telecom companySERVICE PROVIDERTech MahindraINDUSTRYTelecomSERVICE PROVIDEDtransforming/redesigning businessprocessesSOLUTIONBPM Solution based on Six Sigmaand Balanced Scorecard practices

� Tech Mahindra designed andimplemented an efficient &streamlined process SOP across allprocesses.

� New schemes related calls reducedby 20%

� Significant reduction in repeatcalls

� Calls per subscriber (CPS) reducedto as low as 0.46 from a high of 1.8

� Answered level (AL) established at98% compared to the previouslevel of 58.9%

� Reduced revenue leakage� Reduced AHT, response time,resulting in agile response to com-petitive moves

SUCCESS METRICS

A TELECOM COMPANY

Tech Mahindra helped a telecom ser-vice provider to build efficient andstreamlined business processes

For more information on this service from TechMahindra, write to [email protected]

or the centralized contact id [email protected]

TTEELLEECCOOMM

TTEELLEECCOOMM


The Client:Customer owns and operates the 2ndlargest IP network in the U.S with 20MPLS nodes across the US, making upone of the larger MPLS networks of anycarrier in the region. The Customerwanted to clear backlog orders pendingfor delivery which needed to be workedon priority to ensure they are not fur-ther delayed. The client needed a bettermanagement information system tomonitor and manage its growing globalorganization.

Situational Analysis:The customer needed to find a busi-ness intelligence solution that wouldprovide a better warehouse and arobust system that would automate thelabour intensive process of manuallymoving data from one system toanother. The client was also looking atways to improve time-to-market time-frame for the new services, reduceoperating costs and increase quality oftheir services.The need was also to implementadvanced inventory management sys-tem built in-line with industry stan-dards and efficient debt managementtools to manage credits in other mar-ket segments. Looking at the wholeprocess there was also the need toimplement appropriate complainthanling systems in place to resolveindividual complaints quickly.

Solution:Working with Tech M, the clientdeployed a powerful business intelli-gence solution based on the perfor-mance management system. Tech Mundertakes the ownership of integrat-ing the processes of strategy manage-ment, planning, budgeting, forecast-ing financial consolidation, manage-ment reporting and analysis, as well ascompilation, validation and comple-tion of the reports that the client ismandated to provide under theColumbus agreement. The centralizedsource of data has helped eliminate thereporting of contradictory informationfrom different data sources by variousgroups within the global company.Tech M provided the reports as per thetimetable agreed between the clientand account. Deliver further benefitsto client in terms of reduced manpow-er required offshore to continuereporting process with the use ofautomation. The solution deployedallowed the client to unify inventorysystems into a single database. Theoperator is provided with an integratedfraud management solution on theone hand, and is assured of receivingrevenue without losses from core linesof business on the other hand. Tech Mundertook a reconciliation and valida-tion between provisioning andInvoice/Billing to establish a baselineInventory of services.

Business EfficiencyThrough Shared Services

At A GlanceCLIENTan IP network carrierSERVICE PROVIDERTech MahindraINDUSTRYTelecomSERVICE PROVIDEDbusiness intelligence solutionSOLUTIONdeployed a business intelligencesolution based on the perfor-mance management system

� Efficient & streamlined handling ofroutine work allowed clientresources to focus more on cus-tomer interaction and relationshipmanagement.

� Set foundation for providing reportmanagement as a shared servicewhich can be used by otheraccounts as well

� Standardisation of reporting for-mats and contents and closer align-ment with ITIL methodology

� Significant reductions in operatingcost

� Rationalised costs and enhancedproductivity through scalable, highquality and cost effective services

SUCCESS METRICS

Tech Mahindra helped an IP net-work carrier deploy a powerful busi-ness intelligence solution

AN IP NETWORK CARRIER

For more information on this service from TechMahindra, write to [email protected]

or the centralized contact id [email protected]

Digital MagazineEvery Fortnight

www.globalservicesmedia.com

GLOBAL SERVICES DIGITAL MAGAZINE

Frequency: FortnightlyFormat: Digital Magazine & Downloadable PDF

Number of Pages: 20-25Distribution: 115, 000 Opt-in Global Subscribers + Distribution through various

social media networks

To advertise or for more information contact Niketa Chauhan at [email protected] www.globalservicesmedia.com/E-Magazine

FC- BFSI

IT INTEGRATION PROJECT /42CLIENT: 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

TRAVEL ANDTRANSPORTATION

Sponsor


The Client:In 2007, Enterprise Holdings (previ-ously known as Enterprise Rent-A-Car) acquired Vanguard, includingthe National Car Rental and AlamoRent A Car brands, to make itself aleading player in both corporate andretail car rental at the airport. As withall large acquisitions, there was aneed to integrate the business opera-tions, financial systems, and HRprocesses. Enterprise selected DellServices as its IT partner to accom-plish this ambitious integration.

Situational Analysis:Following the acquisition, new busi-ness processes had to be developed tointegrate two very different organiza-tions while leveraging the strengthsof each. The challenge was to com-bine the operations of Enterprise,National and Alamo and create afully integrated solution. Ultimatelythat solution needed to support allthree brands with consolidated finan-cial and back-office systems thatstreamlined operations, eliminatedunnecessary expense, and providedthe highest levels of customer service.

Solution:Dell Services leveraged its deepindustry knowledge, strength inapplication development and thepower of multi-national supportteams. Working with Enterprise onan ambitious 24-month integrationprogram, we developed and imple-mented change that touched mostmajor operational and back-officesystems.The program included a significanteffort to rework business processesand modify operational systems.Those modifications enabled con-solidation of the fleet, deploymentof multiple point-of-sale systems inmore than 150 airport locations,and expansion of the capabilitiesoffered to Enterprise Holdings cus-tomers across all three car rentalbrands. As part of the companywide initia-tive to integrate National andAlamo employees into an enhancedorganizational structure, DellServices also consolidated the company’s employee database into a single PeopleSoft HRMS applica-tion.

IT Integration Project

At A GlanceCLIENTEnterprise Holdings SERVICE PROVIDERDell ServicesINDUSTRYTransportation SERVICE PROVIDEDIT IntegrationSOLUTIONReworked business processesand modified operational systems;consolidated employee database

� Operations. The Enterprise Hold-ings fleet was consolidated into a sin-gle database platform and synchro-nized through near-real-time inte-gration across the entire business,providing enhanced capabilities

� Organization. The combined work-force of 68,000 Enterprise, Alamoand National employees was migrat-ed to the new PeopleSoft platform.New reporting and managementstructures were implemented, backoffice applications were consolidated.

• Business Process. Many develop-ment hours were invested to aug-ment and support enhanced busi-ness processes. The strength of eachbrand was leveraged to provide awide range of services to the com-bined customer base.

SUCCESS METRICS

TTRRAAVVEELL && TTRRAANNSSPPOORRTTAATTIIOONN

Dell Services revamps operational and back-office systems at Enterprise Holdings

Finding a partner that you can trust, thatcan be relied upon, and that operates with

integrity, flexibility and transparency is both difficult and indispensible. Dell Services is such a partner.” “CCRRAAIIGG KKEENNNNEEDDYY,, CHIEF INFORMATION OFFICER, ENTERPRISEHOLDINGS

ENTERPRISE HOLDINGS



capabilities.


The Client:Our client is a premier cargo groundhandling company with a wealth ofexperience and expertise in handlingthe various services required for pas-senger and freight aircrafts. Its servicesinclude catering, passenger baggage,cargo and ramp handling, aircraft inte-rior cleaning, aircraft security and air-craft linen laundry. Consistently ratedthe best Air Cargo Terminal Operatorin Asia, its cargo and mail handlingservices are ISO-9002 certified.

Situational Analysis:The client, in partnership with anoth-er airline, was looking at developing aworld class cargo ground handling sys-tem. A search for a quality softwaresolutions company was initiated andNIIT Technologies was selected basedon its capability to deliver defect freesolutions on time and NIITTechnologies expertise in deliveringapplications in the airline domain.

Solution:The tight schedule of the project com-bined with vast scope demanded theuse of certain innovative tools tech-niques and practices. A highly skilledteam of professionals was deployed fordoing the gap analysis onsite. The pro-

ject was divided into three modules. Apart of the team was assigned the taskof understanding the requirementsfrom the users while the others wentabout the arduous task of understand-ing the design of the database and thefront end which was not documented.The knowledge gained by both theteams was shared and documented atthe end of each day, ensuring opti-mum use of both time and people andthat a knowledge base was built whichcould be leveraged in future assign-ments. The set-up onsite was done inparallel to the requirement analysis tosave on time and the total team sizegrew to about forty people. SoftwareProfessionals with the required exper-tise were recruited and were trainedwithin the project on NIITTechnologies CMM level 5 compliantQuality methodologies in a recordtime of a week.NIIT Technologies ensured that eachmodule was assigned its own QualityManager. Besides, an independent testteam was formed to test functionalityand navigation. The sole objective ofthis team was to perform regressiontesting. The development of the parserwas jointly undertaken by NIITTechnologies and the client and com-pleted before time.

Making CargoHandling World Class

At A GlanceCLIENTa premier cargo ground handlingcompanySERVICE PROVIDERNIIT TechnologiesINDUSTRYTravel and Transportation SERVICE PROVIDEDApplication developmentSOLUTIONCargo ground handling system

The customer has appreciated NIITTechnologies for the high system avail-ability and meeting the SLAs. NIIT hasalso become the chosen implementationpartner for the customer for implement-ing similar applications at other loca-tions in the APAC region.

SUCCESS METRICS

NIIT developed a world class cargo ground handling sys-tem for a premier cargo ground handling company

For more information on NIIT Technologies ,write to [email protected]

or visit www.niit-tech.com

A PREMIER CARGO GROUND HANDLING COMPANYTTRRAAVVEELL && TTRRAANNSSPPOORRTTAATTIIOONN


The Client:The U.S.-based freight carrier hasbeen in business for several years witha large fleet servicing the continentalU.S. as well as the adjoining countriesof Mexico and Canada. The econom-ic downturn forced this carrier toreduce operational expenses associatedwith lower tonnage per shipping lane,volatile fuel costs, and increased com-petition due to excess capacity, all thiswhile maintaining its ability to deliverbest-in-class service to its clients. The company’s key service deliveryand performance metrics are based onefficient bill processing on a dailybasis. Delays have a negative down-stream 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 thefollowing issues:

� Errors in critical fields required forload factoring and billing as well asHaz-Mat instructions and accesso-rial charges

� Limited training materials cou-pled with complex services made itdifficult to maintain a competent,yet cost effective, work force

� Inbound and Outbound “cuttimes” were not being met

� Near round-the-clock processingrequirements mandated staffingmultiple shifts, which introducedadditional costs and or requiredunplanned overtime

The company realized that in orderto effectively manage its operatingexpenses it must address these imme-diately.

Solution:The company partnered with DATA-MARK to implement a FreightBilling Services (FBS) solution lever-aging its unique Process MigrationMethodology ultimately producing ablend of skilled onshore and offshorebill entry resources that solved thecompany’s critical billing issues.DATAMARK’s PMM leverages LeanSigma principles in conjunction withdeep experience managing customertransitions. PMM’s core tenets ofQuality and Innovation drive contin-uous improvement during both thetransition and on-going production.DATAMARK’s best practices forresource and asset management arecoupled with Lean Sigma to eliminatewaste and create highly efficient trans-actional processing. DATAMARK’sdomain expertise in operations andtransition management facilitated asmooth and easy exchange from inter-nal to outsourced business model.

Streamlining Workflow

At A GlanceCLIENTa U.S.-based freight carrier SERVICE PROVIDERDATAMARKINDUSTRYTransportationSERVICE PROVIDEDStreamline workflow and createefficienciesSOLUTIONleveraged Process MigrationMethodology and Lean Sigmaprinciples

� Resource efficiencies- Employed ablend of global resources workingfirst and second shift whose transac-tional throughput steadily improved.

� Turnaround time improvements- A“Clean Desk” policy in all operationsto ensure work is completed the dayit arrives. An a ctivity-based com-pensation program anchored byquality introduced.

� Reduced error rates by more than10%- DATAMARK’s compensa-tion, coupled with its extensiveanalysis and corrective action pro-gram, steadily reduced error rates .

� Reduced expenses - Improved accura-cy and throughput reduced the com-pany's business costs. Productivity hasincreased as dock personnel no longerface significant delays.

� Customer satisfaction and bottomline revenue impact - The compa-ny now offers its customers greatervalue in terms of faster turnaroundand nearly error-free billing, result-ing in six-figure cost savings andreduced revenue adjustments.

SUCCESS METRICS

TTRRAAVVEELL && TTRRAANNSSPPOORRTTAATTIIOONN

Freight carrier eliminates waste and reducescosts in order-to-bill cycle with DATAMARK

A U.S.-BASED FREIGHT CARRIER

For more information on how DATAMARK’sbusiness processing solutions can reduce operatingcosts while improving efficiency, flexibility, and

customer satisfaction, call 800-477-1944, or [email protected], Inc.43 Butterfield Circle

El Paso, TX 79906 USAwww.DATAMARK.net

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