TimesI/2011

Events

• Professional Services Outing

• New Year Celebration

Professional services organization had structured an all

day event of Cricket Match at Stellar Gymkhana club,

Greater Noida. There were around 23 participants from

PSO who played

cricket as a part of

team building &

grooming activity

initiated by

Progressive. After the

cricket match

Progressivian had

lunch at Stellar and

followed by some

indoor games like

Table Tennis, Air hockey etc.

Great Place To Work has

organized a new year bash

event in Progressive,

Noida. The daylong

event kicked off with

Bay Decoration

competition in which

people from all

different departments

put in their effort to make their sitting area look best.

This competition was accompanied by “Every hour

question” – where GPTW shot in question on hourly

basis and quickest response got the reward. This was

followed by Tambola competition where everyone

participated enthusiastically. In the evening Progressivian

said 'Good Bye' to 2010 with cake & snacks.

CEO Speak

Hello everyone, welcome to

the insightful edition of

Progressive times.

As we have entered into the

New Year, we look forward to

the new horizons to be

explored. But surely last year

would be along us as a

collection of experiences and learning.

Last year, has been a mixed bag and transformative year for

all of us in many ways. The year which passed by, left some

remarkable foot prints. At Progressive we saw 2010 as a

year of opportunity to drive transformation in all areas of

our business. Thanks to your support and understanding

we have made good progress in some areas, but still work is

needed in many more areas. In the year 2010 in my opinion

we achieved the so many things like: Repositioning

ourselves as a horizontal solutions and services company in

the market place with focus on - Converged Infrastructure,

Network & Security, Collaboration and Communication,

Information Management & Cloud Integration. Also,

completed consolidation and also cost alignment was

achieved. We have consolidated our business in three

geographies - North & East , West and South. We have

relentlessly pursued cost efficiency without compromising

on customer experience. This is absolutely imperative given

our stated objective to be a low cost producer of service

with a national footprint. Some significant achievements in

our technology services after we got gold partnership with

Oracle, cloud partnership of Google and Microsoft -

positioning ourselves as a cloud integrator.

We had shown solid growth in Managed Services Business

with addition of some large clients like Gas Authority India

Limited, Air India, SEBI, etc.

Last year portrayed what we as an organization delivered.

But in the New Year we should work out all the more to

improve as a proficient player of the industry. Improving,

developing and stretching ourselves to achieve the vision of

the company. The technological advancement and

Organizational up gradation we long for could only be

achieved through continuous efforts and desire to more

ahead. We as a family should and will continue to grow and

prosper.

Prateek Garg

MD & CEO

I wish you all a very happy new year!!

TimesJanuary 2011

If you're a service provider, customer expectations can pose

a major challenge. That's because expectations are

wondrous creatures: They grow, they shrink, they change

shape, and they change direction. They shift constantly,

and they shift easily. And how satisfied (or dissatisfied) your

customers are is determined by these expectations and

your performance in meeting them.

If expressed as a calculation, customer satisfaction might

look something like this:

Of course, customer satisfaction is influenced by a complex

interplay of factors; it's hardly as simple as plugging

numbers into a formula and calculating the result.

Nevertheless, this calculation serves as a reminder that your

customers' level of satisfaction can be

affected by changes in either their

expectations or your performance. That

means you have to pay attention to both.

And that's where things can get tricky,

because how you perceive your

performance may differ from how your

customers perceive it. In fact, discrepancies between

your perceptions and theirs would not be at all unusual; I

routinely encounter such discrepancies when I interview a

company's service staff as well as its customers. So, even if

you're working yourself to the proverbial bone, if customers

view you as unresponsive, then you are unresponsive — in

their eyes.

The reverse is also true: If you really are unresponsive, but

customers perceive that you deliver superior service, then

you do (in their eyes), and you gain little by trying to

convince them otherwise. I 'm not advocating

bumbleheaded service, of course, but merely emphasizing

that customer satisfaction is driven by their perceptions,

not yours. Their perceptions are their reality, and any

overlap between their view of the world and your own may

be simply one of those delightful coincidences.

Watch for changes

If your customers' satisfaction level is changing, find out if

something has happened, either at their end or yours, to

affect their expectations or perceptions. Whether that

change in satisfaction level is skyward or in the direction of

the bottomless pit, analyze what's happening.

What a wonderful perspective on things that seem at first

to be so disastrous. A business failure, divorce, personal

dream gone sour . . . whether these things destroy an

individual depends largely on the attitude he or she takes

toward them. Sort out why it happened, and learn

something from the blunders. Think of different

approaches that can be taken.

If

satisfaction is rising, find out what you're doing right, so

you can keep doing it; if satisfaction is slithering

downward, figure out how to reverse the situation before it

falls off the chart.

Make sure you don't get so wrapped up in delivering

services that you lose sight of your customers' expectations

and how well they think you're meeting them. Be

conscientious in observing what's going on in your

customers' environment and your own that could affect

their satisfaction level.

It was a cold December night in West

Orange, New Jersey. Thomas Edison's

factory was humming with activity.

Work was proceeding on a variety of

fronts as the great inventor was trying to

turn more of his dreams into practical realities. Edison's

plant, made of concrete and steel, was deemed "fireproof".

As you may have already guessed, it wasn't!

On that frigid night in 1914, the sky was lit up by a

sensational blaze that had burst through the plant roof.

Edison's 24-year-old son, Charles, made a frenzied search

for his famous inventor-father. When he finally found him,

he was watching the fire.

said Charles.

When he saw me, he shouted,

When I told him I didn't know, he said,

Next morning, Mr. Edison looked at the ruins of his factory

and said this of his loss:

Good to Read

His white hair was blowing in the

wind. His face was illuminated by the leaping flames. “My

heart ached for him,” “Here he was, 67 years

old, and everything he had worked for was going up in

flames. 'Charles! Where's

your mother?' 'Find

her! Bring her here! She'll never see anything like this as

long as she lives.”

“There's value in disaster. All our

mistakes are burned up. Thank God, we can start anew.”

A chance to Start over

Your Performance Customer Expectations

Customer Satisfaction =

Customer Services Be calculative

TimesJanuary 2011

Top 10 game changers in year 2011

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Apple's iPad paved the way for a new genre of tablets,

and it looks like you'll see more of these coming in 2011.

And you thought we were still in the web

2.0 era, but with

newer technologies

like HTML5 and cloud

services, it would be

interesting to see how the web shapes up

in the year 2011.

Internet search

b e c o m e s e v e r m o r e

powerful with more real-

time results, location

b a s e d s e a r c h t h a t

organizations can use for

focused advertising.

The mystery behind this and many other

things like new CMS platforms, open source

software, and even content optimization for the

iPad.

, always

connected enterprise is not a distant

dream where global integration and

local optimization will be the survival

mantra of new age enterprise. 3G

apps for mobile devices will take

business to the next level.

Social media

needs no introduction, but most businesses are still

struggling to understand how to leverage its full

potential.

We saw telecom giants like

Vodafone and Airtel introducing their own app stores in

the 2010. But due to scarce bandwidth on GPRS, their

usage was limited. With 3G coming in, we're likely to see

a lot of action in this domain.

Internet tablets will flourish in the New Year

The web moves to 4.0 from its current 3.0 phase

New search technologies fo r your

business

Groupware will become t h e m o s t

popular application for the Cloud

With 3G in next 5 years

Enterprises will develop entirely new skill sets for

delivering social media solutions

Rise of App stores in India

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Key server and storage technologies like

virtualization, cloud computing, solid state disks,

10GE, hold promise forefficient storage and

protection of data in future

Data center penetration will increase across mid-

to-large enterprises

State of Security in 2011

New storage specs,

storage in the cloud, and data de-duplication take

center stage in 2011.

With the economic slowdown

out of the way, organizations are considering to invest

in newer technologies. Virtualization and cloud

computing are two key technologies being considered

in the data center.

Web continued to be the

prime source of threats. The emergence of new

technologies like cloud is making cloud security a key

security focus. Increasing end points in the form of

enterprise smartphones apart from traditional end

points are also increasing the magnitude of threat

perception.

3G3G

TimesJanuary 2011

Desktop Virtualization, Cloud,

iPad to rule 2011

Virtualization continues to be in steady demand

Cloud comes down to earth

The iPad factor

as

organizations move from defining to deploying cloud

computing. Thus virtualization and cloud are going to be

the major trends in 2011.

As organizations better understand the advantages

of infrastructure-as-a-service and platform-as-a-service

as a solution to meet their specific business needs,

cloud computing is becoming more commonly

accepted as part of the enterprise toolkit.

As more in-depth discussions take place, dialogue is

gradually moving from 'what is the cloud' to grounded

discussions about avoiding

lock in , ensu r ing I T

productivity, regulatory

compliance issues, SLAs and

privacy concerns.

Desktop virtualization goes

mainstream: One of the

practical implications of cloud

computing is to free the desktop.

Old thinking is that the only way to

provide a full user experience is to

have the desktop environment

installed on the end user device.

This slows down enterprise agility,

and is no longer necessary. The

traditional desktop environment

remains an important part of enterprise

IT, but there is no reason for it to remain just

on the laptop. Citrix sees the desktop becoming

rapidly more cloud enabled, centrally maintained, and

accessible from any device.

With the multitude the number of smartphones and tablet

PCs entering the market and increasingly being introduced

in the workplace, this presents various challenges for IT

departments.

The proliferation of consumer devices and the increasing

enterprise adoption of tablets such as the iPad are causing

seismic shifts in the way IT manages endpoints. Frost &

Sullivan forecasts that by 2015, 54 percent of all mobile

broadband devices sold in APAC will be smartphones, while

a Citrix survey this month found that almost half of all

4,951 respondents are already using the iPad daily at work

(remarkable since the iPad has only been in the market for

seven months).

As access to applications and data from all devices

becomes a business imperative, desktop virtualization

deployments will move to fill the void. Since IT can manage

data centrally from the data centre, with complete control

over tailored access, delivery and security of business

applications, organizations will be able to introduce 'pick-

and-mix' IT policies – allowing users secure access to

corporate apps and desktops, whatever device they bring

into the office.

TimesJanuary 2011

Fun Zone

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There are 1,792 steps to the top of the Eiffel Tower.

Our eyes are always the same size from birth, but our nose and ears never stop

growing.

Just days before the World Cup of 1966 in England, the trophy

was stolen and then later retrieved by a dog.

Dalmatians are born without spots.

Men's shirts have the buttons on the right while women's shirts have the buttons on

the left.

Footprints of astronauts who landed on the moon should last

at least 10 million years since the moon has no atmosphere.

If you attempted to count to stars in a galaxy at a rate of one every second it would take

around 3,000 years to count them all.

TYPEWRITER is the longest word that can be made using the letters only on one row of

the keyboard.

'Go', is the shortest complete sentence in the English language.

More than 2500 left handed people are killed every year from using right handed

products.

The percentage of people dreaming in black and white started decreasing after the

spread of color TV.