TRAINING AND DEVELOPMENT

IN

INFOSYS

A Minor Project Report

Submitted in partial fulfillment of the requirements for BBA (travel and

tourism management) Semester III Programme of G.G.S Indraparastha

University, Delhi.

Submitted by

YOGESH GUPTA

Course - Bachelor of Business Administration - Semester-III

Enrl. No. : 01611301709

BITTR

TIKRI KALAN, ROHTAKROAD

New Delhi – 1100

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Declaration

I hereby declare that the minor project report, entitled “Training and

development in infosys”, is based on my original study and has not been

submitted earlier for any degree or diploma of any institution/university.

The work of other author(s), wherever used, has been acknowledge at

appropriate place(s).

Place: …….. Candidate’s signature

Date: ……………… Name.............................

Enroll.

No………………..

Countersigned

Name: ……………………

Supervisor

BITTR

(ii)

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Preface

I, Student of bittr affiliate to Guru Gobind Singh Indraprastha University

pursuing BBA (travel and tourism management) course. I have put my

sincere effort to accomplish my objectives within the stipulated time.

Despite all the limitation, obstacles, hurdles and hindrances, I

have toiled and worked to my optimum potential to achieve the desired goal.

Being in the highly competitive world of business. I came across some

difficulties to make my objectives a reality. Anyhow, with the kind of help

and genuine interest of one and all and formally supported by me guidance

of my guide, I am presenting this hard carved effort in coloured. I tried my

level best to conduct a research to gain a thorough knowledge about the

project in my topic “Consumer protection and Consumer obligation” I have

the best of my efforts and have also tried to do justice with the availability.

I would like to thank Misses. Ruchi ____, my guide for

assigning me this highly learning project and further enlightening me with

her immense knowledge and helping me out in this project. She has helped

us in finding a project of our interest and to delve deeply in the topic. My

sincere regards to jha sir of the institution for guiding me in completion of

my project work.

(iii)

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Chapter – 1

Introduction

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Chapter 1 – Introduction

1.1 Industrial Review

The Indian Information Technology industry accounts for a 5.19% of the country's

GDP and export earnings as of 2009, while providing employment to a significant

number of its tertiary sector workforce. More than 2.3 million people are employed in the

sector either directly or indirectly, making it one of the biggest job creators in India and a

mainstay of the national economy. In 2010, annual revenues from outsourcing operations

in India amounted to US$54.33 billion compared to China with $35.76 billion and

Philippines with $8.85 billion. India's outsourcing industry is expected to increase to

US$225 billion by 2020. The most prominent IT hub is IT capital Bangalore. The other

emerging destinations are Chennai, Hyderabad, Mumbai, Pune, Bhubaneswar, NCR,

Jaipur and Kolkata. Technically proficient immigrants from India sought jobs in the

western world from the 1950s onwards as India's education system produced more

engineers than its industry could absorb. India's growing stature in the information age

enabled it to form close ties with both the United States of America and the European

Union. However, the recent global financial crises has deeply impacted the Indian IT

companies as well as global companies. As a result hiring has dropped sharply and

employees are looking at different sectors like the financial service, telecommunications,

and manufacturing industries, which have been growing phenomenally over the last few

years.

India's IT Services industry was born in Mumbai in 1967 with the establishment of Tata

Group in partnership with Burroughs. The first software export zone SEEPZ was set up

here way back in 1973, the old avatar of the modern day IT park. More than 80 percent of

the country's software exports happened out of SEEPZ, Mumbai in 80s.

Each year India produces roughly 500,000 engineers in the country, out of them only

25% to 30% possessed both technical competency and English language skills, although

12% of India's population can speak in English. India developed a number of outsourcing

companies specializing in customer support via Internet or telephone connections. By

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2009, India also has a total of 37,160,000 telephone lines in use, a total of 506,040,000

mobile phone connections, a total of 81,000,000 Internet users—comprising 7.0% of the

country's population, and 7,570,000 people in the country have access to broadband

Internet— making it the 12th largest country in the world in terms of broadband Internet

users. Total fixed-line and wireless subscribers reached 543.20 million as of November,

2009.

Throughout the 1990s, another wave of Indian professionals entered the United States.

The number of Indian Americans reached 1.7 million by 2000. This immigration

consisted largely of highly educated technologically proficient workers. Within the

United States, Indians fared well in science, engineering, and management. Graduates

from the Indian Institutes of Technology (IIT) became known for their technical skills.

The success of Information Technology in India not only had economic repercussions but

also had far-reaching political consequences. India's reputation both as a source and a

destination for skilled workforce helped it improve its relations with a number of world

economies. The relationship between economy and technology—valued in the western

world—facilitated the growth of an entrepreneurial class of immigrant Indians, which

further helped aid in promoting technology-driven growth.

2001

Infosys Media Centre in Electronic City, Bangalore.

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Millenium Tower in Kolkata, Salt Lake Sector-5, a mojor IT hub in the city.

Tidel Park—one of the largest software parks in Asia—was set up on the July 4, 2000

in Chennai, to aid the growth of Information Technology in Tamil Nadu.

Cyber Towers at Hitech City in Hyderbad

Patni Knowledge Park, Airoli, Navi Mumbai

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Cognizant's Delivery Center in Pune

India is now one of the biggest IT capitals in the modern world.

The economic effect of the technologically inclined services sector in India—accounting

for 40% of the country's GDP and 30% of export earnings as of 2006, while employing

only 25% of its workforce—is summarized by Sharma (2006):

The share of IT (mainly software) in total exports increased from 1 percent in 1990 to 18

percent in 2001. IT-enabled services such as backoffice operations, remote maintenance,

accounting, public call centers, medical transcription, insurance claims, and other bulk

processing are rapidly expanding. Indian companies such as TCS, Wipro, and Infosys may

yet become household names around the world.

Today, Bangalore is known as the Silicon Valley of India and contributes 33% of Indian

IT Exports. India's second and third largest software companies are head-quartered in

Bangalore, as are many of the global SEI-CMM Level 5 Companies.

And Mumbai too has its share of IT companies that are India's first and largest, like TCS

and well established like Reliance, Patni, LnT Infotech, i-Flex, WNS, Shine, Naukri,

Jobspert etc are head-quartered in Mumbai. and these IT and dot com companies are

ruling the roost of Mumbai's relatively high octane industry of Information

Technology.Such is the growth in investment and outsourcing, it was revealed that Cap

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Gemini will soon have more staff in India than it does in its home market of France with

21,000 personnel+ in India.

On 25 June 2002 India and the European Union agreed to bilateral cooperation in the

field of science and technology. A joint EU-India group of scholars was formed on 23

November 2001 to further promote joint research and development. India holds observer

status at CERN while a joint India-EU Software Education and Development Center is

due at Bangalore.

1.1.2 India's IT industry (USD bn) [Source:NASSCOM]

Particulars FY 2004 FY 2005 FY 2006 FY 2007E

IT Services 10.4 13.5 17.8 23.7

- Exports 7.3 10.0 13.13 18.1

- Domestic 3.1 3.5 4.5 5.6

ITES-BPO 3.4 5.2 7.2 9.5

- Exports 3.1 4.6 6.3 8.3

- Domestic 0.3 0.6 0.9 1.2

Engineering services, R&D and Software

products2.9 3.9 5.3 6.5

- Exports 2.5 3.1 4.0 4.9

- Domestic 0.4 0.7 1.3 1.6

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Hardware 5.0 5.9 7.0 8.2

Total IT industry 21.6 28.4 37.4 47.8

- Exports 13.4 18.2 24.1 31.9

- Domestic 8.3 10.2 13.2 15.9

1.1.2 Top Eight IT Hubs in India

Ranking City/Region Description

1 BangalorePopularly known as the capital of the Silicon Valley of India is

currently leading in Information Technology Industries in India.

2 ChennaiFamously known as "Gateway of South India", it is the second

largest exporter of Software.

3 HyderabadHyderabad which has good infrastructure and good government

support is also a good technology base in India.

4 Pune

Pune, a major industrial town, hosts numerous multinational and

national software giants along with BPO and KPO firms. World

class SEZs like Hinjawadi IT park and Magarpatta city give

Pune a distinct advantage. The city is a major educational hub

and churns out thousands of technocrats every year.

5 KolkataKolkata which is slowly becoming a major IT hub in near future.

Some of the well known technological corporations are si

6 NCR

The National Capital Region of India comprising Delhi,

Gurgaon, Faridabad, Noida, Greater Noida and Ghaziabad are

having ambitious projects and are trying to do every possible

thing for this purpose.

7 Mumbai Popularly known as the commercial, entertainment, financial

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capital of India, This is one city that has seen tremendous growth

in IT and BPO industry, it recorded 63% growth in 2008.TCS,

Patni, LnT Infotech, I-Flex WNS and other companies are

headquartered here.

8 Bhubaneswar

The capital City of Odisha India, Bhubaneswar is one of the

emerging IT City in India. Hosting all four major Indian IT

company: Infosys , Satyam, TCS and Wipro. Have IT SEZ on

Infocity-I and new SEZ is going to start on Infocity-II. There are

many Large, Mid and Small It companies present in this City

from last 2 decades .

1.2 Companies Profile

Infosys Technologies Ltd. (NASDAQ: INFY) was started in 1981 by seven people with

US$ 250. Today, we are a global leader in the "next generation" of IT and consulting

with revenues of US$ 5.4 billion (LTM Sep-10).

Infosys defines, designs and delivers technology-enabled business solutions that help

Global 2000 companies win in a Flat World. Infosys also provides a complete range of

services by leveraging our domain and business expertise and strategic alliances with

leading technology providers.

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Our offerings span business and technology consulting, application services, systems

integration, product engineering, custom software development, maintenance, re-

engineering, independent testing and validation services, IT infrastructure services and

business process outsourcing.

Infosys pioneered the Global Delivery Model (GDM), which emerged as a disruptive

force in the industry leading to the rise of offshore outsourcing. The GDM is based on the

principle of taking work to the location where the best talent is available, where it makes

the best economic sense, with the least amount of acceptable risk.

Infosys has a global footprint with 63 offices and development centers in India, China,

Australia, the Czech Republic, Poland, the UK, Canada and Japan. Infosys and its

subsidiaries have 122,468 employees as on September 30, 2010.

Infosys takes pride in building strategic long-term client relationships. Over 97% of our

revenues come from existing customers (FY 10).

Infosys Technologies, Best Employer in India, Training and Development, Recruitment,

Selection, Retention, Capability Maturity Model, Infosys Leadership Institute, Leadership

Development, Performance Appraisal, Organization Culture, Role Based Structure,

Attrition, Instep, Global Talent Program , Campus Connect, Compensation Structure

Vision

"To be a globally respected corporation that provides best-of-breed business solutions,

leveraging technology, delivered by best-in-class people."

1.2.2 Mission

"To achieve our objectives in an environment of fairness, honesty, and courtesy towards

our clients, employees, vendors and society at large."

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1.2.3 Values

We believe that the softest pillow is a clear conscience. The values that drive us

underscore our commitment to:

• Customer Delight

• Leadership by Example

• Integrity and Transparency

• Fairness

• Pursuit of Excellence

A Magnet for the Best Global Talent

Fortune magazine identified Infosys among the top companies that "inspire, nurture and

empower a new generation of global leaders." We are committed to remain among the

industry's leading employers.

1.2.4 Quality Focus

'In God we trust, everyone else must come with data' is an oft-heard phrase at Infosys.

We constantly benchmark our services and processes against globally recognized quality

standards. Our certifications include SEI-CMMI Level 5, CMM Level 5, PCMM Level 5,

TL 9000 and ISO 9001-2000. In February 2007, Infosys BPO was certified for eSCM

level 4.0, the eSourcing Capability Model for Service Providers developed by a

consortium led by Carnegie Mellon University's Information Technology Services

Qualification Centre.

1.2.5 Innovation, Speed and Excellence in Execution

We were one of the first companies to develop and deploy a global delivery model and

attain SEI-CMMI Level 5 certification our offshore and onsite operations. We manage

growth by investing in infrastructure and by rapidly recruiting, training and deploying

new professionals. We have 63 global development centers, the majority of which are

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located in India. We also have development centers in Australia, Canada, China, Japan,

Mauritius, and at multiple locations in the United States and Europe.

1.2.6 Industry Leadership

Our history is marked by a series of firsts. We were the first Indian company to list on a

US stock exchange and the first Indian company to do a POWL in Japan. In December

2006, we became the first Indian company to be added to the NASDAQ-100 index and

became the only Indian company to be part of any of the major global indices. We were

recently listed on The Global Dow. Infosys was also ranked No. 14 among the most

respected companies in the world by Reputation Institute's Global Pulse 2008. We were

also listed on Forbes' Asian Fabulous 50 for the fourth consecutive year. Infosys is also a

five-time Global MAKE Winner and one of only two Indian companies amongst global

leaders to have won the award in 2008.

1.2.7 ACHIVEMENTES OF PAST 10 GLORIOUS YEARS

2010

• Infosys, the most admired Indian company: The Wall Street Journal Asia 200

survey

• Infosys is ranked among the top ten value-creating technology and

telecommunications companies by The Boston Consulting Group

• Telstra and Infosys won Best ITSM (IT Service Management) Project of the Year,

the top industry award bestowed by itSMF Australia, the peak body for ITSM in

Australia

• Infosys BPO was recognized for outsourced services delivery at the Shared

Services & Outsourcing Network (SSON) 2010 North American and Australasian

Shared Services Excellence Awards.

• Infosys was voted the best company in management, corporate governance,

investor relations, and corporate social responsibility (India) in a FinanceAsia

magazine survey

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• Infosys ranked second in The International Association of Outsourcing

Professionals 'Global Outsourcing 100'

• Infosys BPO wins the "Most Dynamically Developing BPO Center in Poland"

award from Forbes Magazine

• Infosys ranked among 'Best Companies for Leaders'

• Infosys ranked among the best in investor relations in APAC region

• Infosys wins award for the 'Best investor relations by an APAC company in the

US market'

• Infosys BPO wins "BPO Organization of the Year" and "Fun at Work" awards

from Stars of the Industry

• Infosys has been voted in The Asset Triple A Corporate Awards - Gold Award for

Investor Relations in Technology in USA

• Infosys, the most sought-after company in India: Business Today Survey

• Infosys wins American Society for Training & Development (ASTD) award for

excellence in inclusivity

2009

• Independent Research Firm Names Infosys as a Leader Among Oracle Service

Providers

• Infosys among Asia's Most Admired Knowledge Enterprises

• Infosys Honored with Oracle Titan Partner Award at Oracle® OpenWorld 2009

• Infosys’ Siebel Business Process Testing Solution Named "Partner Solution

Offering of the Year" at HP Software Universe 2009

• Infosys Named as a Top Supplier for Sears Holdings Corporation

• Independent Research Firm Names Infosys as a Leader in SAP Implementation

• Infosys BPO Bags Excellence Award for Diversity Hiring Initiatives

• Infosys BPO Receives e-SCM-SP Capability Level 5 Certificate from Carnegie

Mellon University's ITSqc

• Infosys Cited as a Leader in North American SOA Systems Integration Services

Market by Independent Research Firm

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• Infosys BPO receives "positive" rating in leading analyst firm's Comprehensive

Finance and Accounting Business Process Outsourcing MarketScope report

• Infosys listed on Forbes' Asian Fabulous 50 for the fourth consecutive year

• Infosys ranked among the greenest brands in India

• Infosys in 'India's Best Companies to Work For' : Survey by Great Place to

Work® Institute

• Infosys in Fortune's 100 fastest-growing companies

• Infosys, the most admired Indian company: Wall Street Journal survey

• Infosys, the Best Outsourcing Partner: Waters Rankings 2009

• Infosys has received the highest rating on corporate governance by ICRA

• Infosys was ranked among the top 50 most respected companies in the world by

Reputation Institute's Global Reputation Pulse 2009

• Infosys listed among best companies for leaders by Hay Group and Chief

Executive Magazine

• Infosys received the distinction of having one of the 'Best Ranked Online Annual

Reports in Greater China & Asia/Pacific' at IR Global Rankings 2009

2008

• Infosys, the Best Outsourcing Partner: Waters Rankings 2008

• Infosys selected as a member of The Global Dow

• Infosys BPO recognized at the Asia Business Continuity Awards

• Infosys BPO recognized at the Six Sigma Global Summit

• Infosys receives "positive" rating in leading analyst firm's Remote Support &

Monitoring Services' MarketScope reports

• Infosys BPO wins special award at the 2008 NOA Awards

• Infosys Cited as a Leader in Oracle Implementation Services by Independent

Research Firm

• Infosys Australia achieves enhanced CMMI Level 5 quality standard

• Infosys wins the Most Admired Knowledge Enterprises (MAKE) award

• Infosys wins first-ever RMMY award for customer relationship management

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• Infosys and Infosys BPO honored at the Software Technology Parks of India

(STPI) and Karnataka State IT Exports Awards

• Infosys wins HDS Diamond Award for 'Best Virtualization Strategy' and

Platinum Award for 'Best Green Strategy for a Data Center'

• Infosys wins the NASSCOM gender inclusivity award

• The Asset magazine acclaims Infosys' Corporate Governance

• Infosys BPO wins the Global Six Sigma award

• Infosys BPO wins 'Group Excellence in Business Continuity Management' award

at the Asia Business Continuity Awards 2008

• Infosys Annual Report 2008 wins LACP Platinum award

• Infosys wins Sears Holding Corporation's Partners in Progress award for the

second consecutive year

• Infosys BPO awarded Provider of the Year 2008 award in the Large Enterprise

Category by FAO Today

• Infosys wins two Banker Technology Awards for its exceptional work in

wholesale and capital markets

• Three of Infosys BPO's top-level executives named in FAO Today's Global

Superstars List now in its fourth

• Infosys wins Eastman Chemical's Supplier Excellence Award for the second

consecutive year

• Infosys BPO receives COPC-2000 CSP Standard Version 4.1 Certification for

selected client programs - in the telecom order entry and order validation

processes

• Infosys BPO receives "Positive" Rating in leading analyst firm's Comprehensive

Finance and Accounting Business Process Outsourcing Market Scope Report

• Infosys ranked No. 14 among the most respected companies in the world by

Reputation Institute's Global Pulse 2008

• Infosys wins award for best investor relations by an APAC company in the U.S.

market at IR Magazine U.S. Awards 2008

• Infosys received the Boeing Performance Excellence Award (BPEA) from The

Boeing Company for a 12-month gold-level performance

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• Infosys received the '2007 Vendor of the Year' award from Ameriprise Financial

• The International Association of Outsourcing Professionals (IAOP) named

Infosys in its '2008 Global Outsourcing 100'

• IAOP, in association with Fortune magazine, inducted N. R. Narayana Murthy

and Nandan M. Nilekani, co-founders, Infosys, into 'The Outsourcing Hall of

Fame'

• Infosys wins Investor Relations Global Rankings 2008 awards in APAC

categories

• Infosys Cited as a Leader in SAP Implementation Services by Independent

Research Firm

• Infosys moved up to No. 14 on FinTech 100, an international annual listing of the

top 100 global application and service providers to the financial services industry

• Infosys entered the Balanced Scorecard Hall of Fame for Executing Strategy on

the strength of its innovative strategy planning and execution capabilities

• Infosys was honored with the Sharpening Brand and Competitive Differentiation

Marketing Excellence Award from the Information Technology Services

Marketing Association (ITSMA) for its success in shifting its perception from a

provider of offshoring services to that of a partner that helps companies reshape

their businesses in a flattening world

2007

• Infosys becomes the first Indian company to win Nielsen Norman Group's

Intranet Design Annual awards

• Infosys receives Balanced Scorecard Hall of Fame Award for Executing Strategy

• Infosys Ranked 14 in FinTech 100

• Infosys BPO conferred Provider of the Year award by FAO Today

• Infosys Awarded Best-In-Class ITSMA Marketing Excellence Diamond Award

• BT and Infosys Awarded National Outsourcing Association's Innovativ

Outsourcing Project of the Year

• Infosys Positioned in the Leaders Quadrant for European Offshore Application

Services Pages 18

• Infosys Ranked No.1 offshore service provider in securities processing BPO

• Infosys Positioned in the Leaders Quadrant for North American Offshore

Applications Services Pages Magic Quadrant

• Infosys Consulting Co-Founder Named to Consulting Magazine’s Top 25

Consultants

• Infosys Named Wachovia's "IT Vendor of the Year"

• Infosys Receives the Highest Score in Strategy in Forrester Research's Report on

the Applications Outsourcing Market

• Finacle from Infosys positioned in the Leaders Quadrant in the Magic Quadrant

for International Retail Core Banking Solutions

• Infosys received the '2007 Vendor of the Year' award from Ameriprise Financial

• Infosys wins NASSCOM-India Today Woman Corporate Award for excellence in

gender inclusivity

• Infosys wins Global MAKE award for the fourth year

• Infosys in Fortune's Top 10 Companies for Leaders

• Waters readers name Infosys as Best Outsourcing Partner

• Bloom Group: Infosys.com, a prospect-friendly website

• The Reputation Institute: Infosys, a globally respected company

• Infosys in Dun & Bradstreets Top Indian IT Companies 2007

• Won the Export Excellence Award in the Services Category from the Federation

of Karnataka Chambers of Commerce & Industry

• Etihad Airways receives industry honors for web strategy implemented by Infosys

• Infosys Named "Best Outsourcing Partner" in Waters Rankings Survey

• Forrester names Infosys a Leader in Global IT Infrastructure Outsourcing

• Infosys Named Royal Bank of Scotland Group's 2007 "Best Technology

Supplier"

• Infosys Receives Two "Partner in Progress" Awards from Sears Holdings

Corporation

• Infosys won the poll for the New Age Employer of Choice Award 2007

conducted by CNBC TV18, CNBC Awaaz and Moneycontrol.com

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• British Telecom and Infosys were awarded the National Outsourcing Association

(NOA) award for Innovative Outsourcing Project of the Year 2007

• Infosys Annual Report wins LACP Silver Award

• Infosys wins the 2007 Optimas Award in the "Global Outlook" category

2006

• Infosys BPO ranked among Top 100 in the Deloitte Technology Fast 500 APAC

rankings 2006

• Infosys won the APICS Corporate Award of Excellence for 2006 in the Education

category at the APICS International Conference in Orlando

• Rated among the Top 5 investor relations websites in APAC/ Africa by IR

magazine

• ICAI judges Infosys Annual Report 2006 best in "Information Technology,

Communication and Entertainment Enterprises" category

• Best Presented Accounts in Communication and Information Technology Sector

in SAFA (South Asian Federation of Accountants) BPA Awards, 2005 and

overall winner of the SAFA Best Presented Accounts 2005

• Finacle from Infosys emerges as a leader in retail banking platform

• Infosys CEO is Forbes Asia Businessman of the Year

• Nandan M. Nilekani gets Dataquest IT Person 2006 award.

• Infosys is the Best Company to work for in India 2006 says the BT-Mercer-TNS

survey published by Business Today

• Infosys in BusinessWeek’s ‘Ten to Watch’ companies

• Infosys added to the NASDAQ-100 Index

• Infosys is ranked the Businessworld Most Respected Company in a survey

• Nandan M. Nilekani recognized as one of the World's 100 Most Influential People

• Infosys ranked #36 on the worldwide list of the World's Most Innovative

Companies

• BusinessWeek ranked Infosys #10 among World's Most Innovative Companies in

the APAC region.

• Infosys one of 74 Global High Performers chosen from Forbes' Global 2000 list

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• Infosys' Global Education Center called the "Taj Mahal of training centers" by

Fortune magazine

• Nandan M. Nilekani joins World Economic Forum (WEF) Foundation Board

• Infosys Awarded DaimlerChrysler's "IPS Supplier of the Year 2006"

• Infosys Named Sainsbury's 2006 IT Supplier of the Year

• Nandan M. Nilekani conferred the Padma Bhushan, India's third highest civilian

award, by the Government of India

2005

• First position in SAFA (South Asian Federation of Accountants) Best Presented

Accounts Award 2004 in the Communication and Information Technology Sector

based on the evaluation of the Annual Report of the company

• Business 2.0 ranks Infosys at No. 8 among fastest growing tech companies

• Infosys ranks No. 9 on The Wired 40

• Infosys named India's Best Managed Company based on a study conducted by

Business Today and A.T. Kearney

• Infosys tops the regional rankings for best Corporate Governance in Asiamoney's

Corporate Governance Poll

• Best Annual report award from the Institute of Chartered Accountants of India for

tenth successive year

2004

• Infosys has won the Golden Peacock National Quality Award for 2004

• SAFA (South Asian Federation of Accountants) Best Presented Accounts Award

2003 in the Communication and Information Technology Sector based on the

evaluation of the Annual Report of the company

• Award from Global Finance magazine as the Best company in the Computer

Software Sector in Asia

• Infosys Technologies won the prestigious Global MAKE (Most Admired

Knowledge Enterprises) award

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• Infosys is ranked as one of the World's Most Respected Companies in the

Financial Times-PwC annual survey

• Infosys Sweeps Businessworld Most Respected Companies Awards

• TIME magazine Global Tech Influentials list (August 2004) identified Mr. N. R.

Narayana Murthy, Chairman of the Board and Chief Mentor as one of the ten

leaders who are helping shape the future of technology

• Infosys Ranked as the Best Offshoring Partner for 2004 by Waters magazine

• Infosys wins the 2004 Annual Asian Most Admired Knowledge Enterprise

(MAKE) award

• Nandan Nilekani rated among the world's most respected business leaders in FT-

PwC survey

• Infosys Global Business Foundation School has been selected for the American

Society for Training & Development (ASTD) Excellence in Practice under the

workplace learning and development category

• The Medinge Group, a high-level international think-tank on branding and

business, has identified Infosys as one of the eight companies across the world as

top brands with a conscience.

• Infosys training and development team won the American Society for Training

and Development (ASTD) BEST Award for the contribution of learning to

organizational performance

• BusinessWeek ranks Infosys among the top 3 IT Services Companies in the world

• Infosys in Forbes-A list

2003

• Infosys wins the prestigious Global Most Admired Knowledge Enterprises

(MAKE) Award

• Infosys ranked 34 among WIRED Magazine's 40 companies that are reshaping

the global economy

• Business Week ranks Infosys 74 among the top 100 fastest growing IT companies

in the world

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• Infosys has been presented with a Texas Instruments (TI) 2001 Supplier

Excellence Award

• Ranked as the No.1 Employer in the IT sector by Dataquest for the second time in

a row.

• Ranked the Best Employer in India by Business Today-Hewitt in their annual

survey.

• Rated among the best Under a Billion Forbes Global 200 small companies for

2002 by Forbes Global

• Awarded the Global Corporate Achievement Award 2002 for Asia Pacific Region

by Economist Intelligence Unit [EIU]

• Awarded Diamond Award for the marketing initiative WIBTA by Information

Technology Services Marketing Association [IMTA]

• Ranked as the Best Managed Company In India by Asia money

• Ranked No.1 among Asia's Leading Companies in India by Far Eastern Economic

Review

• Rated the Most Respected Company in India by Business world

• Rated the Most Globally Competitive Company, Most Dynamic Company, Most

Ethical Company and Best IT Company by Business world

• A Financial Times-PwC survey listed Infosys among 50 companies that

demonstrate the most integrity

1.3 Swot Analysis Infosys

1.3.1 Strengths

• Since the company is based in India its competitive advantage is enhanced. The

Indian economy, despite weak economic indicators such as relatively high rates of

inflation, has low labor costs. The workforce has relatively high skills levels in

Information Technology. Couple these two elementstogether and you have an

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operational basis that offers low-cost based, highly skilled competitive advantage.

Trained Indian personnel often speak very good English and are sensitive to

Western culture, underpinned by India's colonial past.

• Infosys is in a strong financial position. The business turned over more than $4

billion in 2008. This means that it has the capital to expand, and also the basis to

leverage potential investors.

• The company has bases in 44 global development centres, most of which are

located in India, although the company has offices in many developed and

developing nations. This means not only that Infosys is becoming a global brand

but also that it has the capability to support the global operations of multinational

clients.

1.3.2Weaknesses

• Infosys on occasion struggles in the US markets, and has particular problems in

securing United States Federal Government contracts in North America. Since

these contracts are highly profitable and tend to run for long periods of time,

Infosys is missing out on lucrative business. Added to this is the fact that its

competitors do well in terms of securing the same Federal business (and one

should also take into account that many of its competitors are domiciled in the US

and there could be political pressure on the US Government to award contracts to

domestic organizations).

• Despite being a huge IT company in relation to its Indian competitors, Infosys is

much smaller than its global competitors. As discussed above, Infosys generated

$4 billion in 2008, which is relatively low in comparison with large global

competitors such as Hewlett-Packard ($91 billion), IBM ($91 billion), EDS ($21

billion) and Accenture ($18 billion).

• It is sometimes argued that Infosys is weaker when it comes to high-end

management consultancy, since it tends to work at the level of operational value

creation. Competitors such as IBM and Accenture tend to dominate this space.

1.3.3 Opportunities

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• At a time of recession in the global economy, it may appear that some companies

will reduce take up of services that Infosys offers. However, in tough times clients

tend to focus upon cost reduction and outsourcing - with are strategies that

Infosys offers. So hard times could be profitable for Infosys.

• There is a new and emerging market in China as the country undergoes a huge

industrial revolution.

• The strategic alliance between Infosys and Schlumberger gives the IT company

access to lucrative business in the gas and oil industries.

1.3.4 Threats

• India is not the only country that is undergoing rapid industrial expansion.

Competitors may come from countries such as China or Korea where there are

large pools of low-cost labor, and developing educational infrastructures such as

universities and technology colleges.

• Customers may switch to other offshore service companies in other countries such

as China or Korea.

• Other global players have realised that India has the benefit of low-cost, highly-

skilled labor that often speaks English and is culturally sensitive to Western

practices. As with all global IT players, Infosys has to compete for skilled labor

and this may have the effect of driving up wage levels, and making it more

difficult to recruit and retain staff.

1.4 Competitors Analysis

Main competitors

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• IBM

IBM Global Services has the modest goal of making a smarter planet. The IT services

and consulting arm of International Business Machines operates in about 170 countries,

providing a comprehensive range of services to commercial and public sector clients.

IBM's service operations are organized into two primary units: Global Technology

Services (GTS) encompasses IBM's business process outsourcing, infrastructure support,

and product maintenance offerings; Global Business Services (GBS) handles application

management services, consulting, and systems integration. IBM Global Services

integrates both IBM products and third-party hardware and software

• WIPRO

When global corporations need technology services, many call in a pro. Wipro

Technologies, the global technology and consulting services division of Indian

conglomerate Wipro Limited, is one of the world's leading providers of integrated

business, process, and technology services. A leading global provider of independent

R&D services, the firm offers such services as application development, enterprise

systems implementation, networking, systems integration, and technology consulting

services. It is a world leader in offshore business process outsourcing (BPO) services.

Wipro Technologies gets the majority of its revenues in North America

• Tata Consultancy Services Limited

Tata Consultancy Services (TCS) is a leading global provider of consulting and

outsourcing services, with operations in more than 40 countries. While it offers a full

range of business services and IT services (including business process outsourcing,

enterprise systems installation, network management, and systems integration), the

company's core business is developing and maintaining customized software for

businesses. Most of its clients are located in North America, Latin America, and

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Europe. TCS also provides product and industrial engineering services, as well as

strategic consulting and project management. The company is controlled by textiles

and manufacturing conglomerate Tata Group

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Chapter - 2

Conceptual Discussions

Chapter - 2 Conceptual Discussions

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NATURE OF TRAINING AND DEVELOPMENT

In simple terms, training and development refers to the imparting of specific skills,

abilities and knowledge to an employee. A formal definition of training & development

is… it is any attempt to improve current or future employee performance by increasing an

employee’s ability to perform through learning, usually by changing the employee’s

attitude or increasing his or her skills and knowledge. The need for training &

development is determined by the employee’s performance deficiency, computed as

follows:

Training & Development need = Standard performance – Actual performance.

We can make a distinction among training, education and development. Such distinction

enables us to acquire a better perspective about the meaning of the terms. Training, as

was stated earlier, refers to the process of imparting specific skills. Education, on the

other hand, is confined to theoretical learning in classrooms.

Table 1. Training and Education Differentiated

Training Education

Application Theoretical Orientation

Job Experience Classroom Learning

Specific Tasks General Concepts

Narrow / Perspective Broad Perspective

Training refers to the process of imparting specific skills.

Development refers to the learning opportunities

designed to help employees grow.

Education is theoretical learning in classroom.

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Though training and education differ in nature and orientation, they are complementary.

An employee, for example, who undergoes training is presumed to have had some formal

education. Furthermore, no training programme is complete without an element of

education. In fact, the distinction between training and education is getting increasingly

blurred nowadays. As more and more employees are called upon to exercise judgments

and to choose alternative solutions to the job problems, training programmes seek to

broaden and develop the individual through education. For instance, employees in well-

paid jobs and/or employees in the service industry may be required to make independent

decision regarding there work and their relationship with clients. Hence, organization

must consider elements of both education and training while planning there training

programmes.

Development refers to those learning opportunities designed to help employees grow.

Development is not primarily skill-oriented. Instead, it provides general knowledge and

attitudes which will be helpful to employees in higher positions. Efforts towards

development often depend on personal drive and ambition. Development activities, such

as those supplied by management developmental programmes, are generally voluntary.

To bring the distinction among training, education and development into sharp focus, it

may be stated that “training is offered to operatives”, whereas “developmental

programmes are meant for employees in higher positions”. Education however is

common to all the employees, there grades notwithstanding.

AIMS/OBJECTIVES OF TRAINING & DEVELOPMENT

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The fundamental aim of training is to help the organization achieve its purpose by adding

value to its key resource – the people it employs. Training means investing in the people

to enable them to perform better and to empower them to make the best use of their

natural abilities. The particular objectives of training are to:

• Develop the competences of employees and improve their performance;

• Help people to grow within the organization in order that, as far as possible, its

future needs for human resource can be met from within;

• Reduce the learning time for employees starting in new jobs on appointment,

transfers or promotion, and ensure that they become fully competent as quickly

and economically as possible.

INPUTS IN TRAINING AND DEVELOPMENTS

Any training and development programme must contain inputs which enable the

participants to gain skills, learn theoretical concepts and help acquire vision to look into

distant future. In addition to these, there is a need to impart ethical orientation, emphasize

on attitudinal changes and stress upon decision-making and problem-solving abilities.

• Skills

• Education

• Development

• Ethics

• Attitudinal Changes

• Decisions Making and Problem Solving Skills

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The Benefits of Employee Training

How Training Benefits the Organization:

• Leads to improved profitability and/or more positive attitudes towards profit

orientation. Improves the job knowledge and skills at all levels of the organization

• Improves the morale of the workforce

• Helps people identify with organizational goals

• Helps create a better corporate image

• Fosters authenticity, openness and trust

• Improves relationship between boss and subordinate

• Aids in organizational development

• learns from the trainee

• Helps prepare guidelines for work

• Aids in understanding and carrying out organizational policies.

• Provides information for future needs in all areas of the organization

• Organization gets more effective decision-making and problem-solving skills

• Aids in development for promotion from within

• Aids in developing leadership skills, motivation, loyalty, better attitudes, and

other aspects that successful workers and managers usually display

• Aids in increasing productivity and/or quality of work

• Helps keep costs down in many areas, e.g. production, personnel, administration,

etc.

• Develops a sense of responsibility to the organization for being competent and

knowledgeable

• Improves Labour-management relations

• Reduces outside consulting costs by utilizing competent internal consultation

• Stimulates preventive management as opposed to putting out fires32

• Eliminates suboptimal behavior (such as hiding tools)

• Creates an appropriate climate for growth, communication

• Aids in improving organizational communication

• Helps employees adjust to change

• Aids in handling conflict, thereby helping to prevent stress and tension.

Benefits to the Individual Which in Turn Ultimately Should Benefit the Organization:

• Helps the individual in making better decisions and effective problem solving

• Through training and development, motivational variables of recognition,

achievement, growth, responsibility and advancement are internalized and

operationalised

• Aids in encouraging and achieving self-development and self-confidence

• Helps a person handle stress, tension, frustration and conflict

• Provides information for improving leadership, knowledge, communication skills

and attitudes

• Increases job satisfaction and recognition

• Moves a person towards personal goals while improving interactive skills

• Satisfies personal needs of the trainer (and trainee)

• Provides the trainee an avenue for growth and a say in his/her own future

• Develops a sense of growth in learning

• Helps a person develop speaking and listening skills; also writing skills when

exercises are required. Helps eliminate fear in attempting new tasks

Benefits in Personnel and Human Relations, Intra-group & Inter-group Relations and

Policy Implementation:

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• Improves communication between groups and individuals:

• Aids in orientation for new employee and those taking new jobs through transfer

or promotion

• Provides information on equal opportunity and affirmative action

• Provides information on other government laws and administrative policies

• Improves interpersonal skills.

• Makes organizational policies, rules and regulations viable.

• Improves morale

• Builds cohesiveness in groups

• Provides a good climate for learning, growth, and co-ordination

• Makes the organization a better place to work and live

Methods and Techniques of Training:

Training techniques represent the medium of imparting skills and knowledge to

employees. Obviously, training techniques are the means employed in the training

methods. Among the most commonly used techniques are lectures, films, audio cassettes,

case studies, role playing, video-tapes and simulations. presents the list of training

techniques along with their ranking based on effectiveness. The higher the ranking (1 is

the highest rank), the more effective the technique is.

At this point, it is worthwhile to elaborate on important techniques of training. We

explain the following-lectures, audio-visuals, on-the-job training, programmed

instruction, computer aided instruction, simulation and sensitivity training.

• Lectures

• Audio-visual

• On the job Training (OJT)

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OJT is conducted at the work site and in the context of the job. It is, much time,

informal. An experienced worker shows a trainee how to work on the job.

• Programmed Instruction (PI)

• Computer-Assisted Instruction (CAI)

• Simulation

• Case Study

• Role playing:

• Vestibule Training:

• Sensitivity Training:

H.R Practices For Training And Development In Infosys

The spirit of learnability among our people and an organizational commitment to

continuous personal and professional development keeps Infosys at the forefront in a fast-

changing industry. Our framework for continuous learning at Infosys is built around a

number of focused programs for our employees. These range from major initiatives such

as the Infosys Leadership Institute to various ongoing management development and

personal improvement programs. They complement a host of technology advancement

and ongoing training options.

The training plan provides a sequence of inputs as individuals grow through their

professional career. Commencing with a structured induction at the beginning to

leadership trainings while assuming senior responsibilities. Training and development

initiatives are available at each milestone and cover the following-

• Technical training by Education & Research department:

We have an entry-level technical training program, which is for a duration of 14

weeks. This program has been certified by educationists as being equivalent to a

BS program in the US. The Education & Research (E&R) department at Infosys

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offers a variety of training programs on a regular basis for Middle level

employees as well.

• Quality Process Training:

Infosys has a strong focus on quality processes and methodologies. This training

is tailored to the role that one is playing ie. Software Engineer, Programmer

Analyst, Project Managers etc

• Personal Effectiveness and Managerial Programs:

Programs to enhance the managerial capabilities and leadership abilities, to enable

better customer satisfaction, achieve organizational vision and create high

performing multicultural teams.

• ILI: The Infosys Leadership System:

The Infosys Leadership System (ILS) and the Infosys Leadership Institute (ILI)

address the issue of sustained growth in general and creates a formal and

committed system for developing leadership capabilities in Infoscions.

The most significant attribute of the Infosys leadership development model is its

partnership approach with the other groups in Infosys and the ownership of the

entire process by the top management in what is termed as the ‘Internal Synergy

Model’. ILI is based at a world-class physical infrastructure, in Mysore, India

The education philosophy at Infosys has been to equip the participants with the know-

how to find the best solution, rather than to teach ‘one way to do it’ and also to relate to

real life situations We also encourage employees to go in for further part time and

distance education programs with fee reimbursement subject to eligibility criteria laid

down by the policy.

The note prepared by the ILI faculty enumerates 'the nine pillars for leadership

development' as:

1. 360 degree feedback

This is the mechanism through which the company gathers data about an individual's

performance and abilities. This information is collected from coworkers, including peers,

subordinates, managers and customers. Personal development plans are prepared on the

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basis of this feedback. Then, each of these individuals is assigned an ILI faculty member

to help prepare the PDP and to follow it.

2. Development assignments

Identified high potential Infoscions are trained at various functions of the company

through job rotations and cross-functional assignments. This helps employees to acquire

new leadership skills outside their own areas of expertise and experience.

3. Infosys Culture workshops

These workshops are designed to fortify the Infosys culture amongst the participants,

help instill better communication skills through sustained interaction amongst

themselves, and identify with the values and processes involved in leadership

development.

4. Development relationships

This includes one-on-one interaction in actual on-the-job work climate and leads to better

sharing of knowledge and camaraderie amongst individuals. Mentoring forms an integral

part of this exercise.

5. Leadership skills training

The 'Leaders Teach Series' are workshops that the company's Tier-1 members, including

Narayana Murthy and Nandan Nilekani (CEO and MD), hold to acclimatise the next rung

with leadership roles and to groom them through their own rich experience.

6. Feedback intensive programmes

These are akin to 360 degree feedback, but based on formal and informal feedback from

employees that an individual interacts with.

7. Systemic process learning

This helps individuals to gain an overall view of the company and its diverse and

complex systems, business, operations and processes. It is a continuous process and helps

improve the individual and also the systems.

8. Action learning

This exercise constitutes solving real problems in real-time conditions, but as a team.

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9. Community empathy

The company stresses the need to give back to society through involvement in various

developmental, educational and social causes. This programme helps nurture a social

conscience amongst its leaders.

"The last 25 years for Infosys have been successful. And we are ready for the future. Yes,

our growth rates will change, the business cycles will change, our ability to influence the

business environment will change, even our leaders will change. But what

will not change in Infosys's future is our ability to achieve profitable growth legally and

ethically, our guiding set of principles and our values," says Gopalakrishnan.

Meanwhile, there is a buzz about the imposing edifice of the ILI set amidst the verdant

expanse that is the Mysore campus of Infosys: the next CEO, COO, CFO are being

readied there.

Need for Training

The dynamic nature of the software and IT industry requires its workforce to upgrade

frequently in technology and skills. Companies were focusing on continuous training

and development of their employees, which also helped in the reduction of attrition

rate.

At Infosys, every new recruit underwent approximately three months of training before

they were made billable to clients.

The American Society for Training and Development (ASTD) rated Infosys as the

world’s best in employee training and development and conferred ‘Excellence in

Practice Award continuously for three consecutive years 2002, 2003 and 2004. The

award was conferred for its ‘Global Business Foundation School.’ It was a program for

all fresh engineering entrants to Infosys to equip them for the challenging software

career ahead of them. The program ran around the year and was implemented over

several global centers across the organization.

The Global Business Foundation School comprised of generic conceptual courses,

platform specific courses, mini projects for application, and an end term project

tailored from real life projects. In addition to technical courses, fresh entrants were also

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exposed to courses on communication skills, interpersonal skills, customer interaction

etiquettes, management development, and quality systems.

In 2005 Infosys established ‘Infosys U’, one of the largest corporate training centers in

the world.

Infosys U

The ‘Global Education Center’ was set up in 2005. It was one of the biggest corporate

training centers in the world. The Global Education Center would run a 14.5 week

residential program, which would impart generic and work specific training in

technology areas, along with soft skills and leadership programs to freshers. The center

had 2,350 rooms spread across the campus, 58 training rooms, 183 faculty rooms,

state-of-the-art library and a cyber cafe. The center had the capacity to train around

15,000 freshers in one year.

The Training Program

After the new recruits joined Infosys, they were taken to Infosys U for a 14.5 week

training program. At Infosys U, the freshers were welcomed in Infosys by NR

Narayana Murthy through an audio visual presentation. The initial days of the training

program, freshers filled forms and learned the values that drove Infosys. During the

entire training program, new recruits were trained to work or program different tech

applications.

The library had an online database of Infosys case studies to help the recruits. The

trainers generally imparted training in hard skills through lectures on the concepts and

theory for a few hours and then allowed the recruits to work independently and build

their own applications for the rest of the day.

While the training program focused mainly on technical skills, the freshers were also

trained in soft skills. There were separate rooms and faculties for soft skill training.

Training was imparted on global etiquette, comportment, importance of body language,

public speaking, improving interpersonal communication and team-building. The

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various methods used included, asking the freshers to perform skits, going through

several ‘what-if’ scenarios and to practice smiling in front of the mirror.

The campus provided best of food to at an affordable price. Among other options, the

campus had the retail outlet of the pizza chain ‘Domino’s Pizza’ where both Western

and Indian varieties of pizzas were available. The pizza could also be ordered while the

employee was working, but the Infosys culture discouraged working during lunch. The

Infoscions believed in taking break during lunch and socializing.

The center had an ‘Employee Care Center’ to facilitate all round development. The

employee care center offered recreational facilities such as a gymnasium, a swimming

pool, Jacuzzi, bowling alley and a meditation hall. It also had an international-class

cricket ground and a multipurpose ground with a six-lane synthetic track, which

housed basketball, volleyball, squash, and tennis courts. The campus also housed an

auditorium, which had a seating capacity of 1,300 people and three multiplex theatres

with a capacity of 150 seats each. The freshers had to work for eight hours every day

and at the end of the training program, the freshers had to pass two comprehensive

exams before proceeding further. About 1% to 2% failed in the exams.

Infosys U also served as the opportunity to interact with Infoscions working in

countries other than India. In 2006, Infosys U had the capacity to train over 4,000

freshers at a time and had expansion plans of increasing the capacity to 10,000 by

2007.

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Chapter 3- Research and Methodology

Chapter 3- Research and Methodology

3.1 Methodology

To know which method is used for, completing the project firstly we have to know

basically what primary data and secondary data are.

41

3.1.1 Primary Data

Information collected for the specific purpose at hand or specifically for the currently

undertaken.

3.1.2 Secondary Data

Information that already exists somewhere, have been collected for another purpose.

I used secondary data for this project. I refer some books and also some websites for the

project. These books and websites are mentioned in the bibliography.

3.1.3 Limitations of the study

Although sincere efforts have been done to collect authentic and relevant

Information ,the study may have the following limitations.

• Limited scope: scope of the study is limited because of limited time. So;

results of the study may not be generalized as whole.

• Results may be inaccurate: This study is based on the assumption that

perceptions are true and factual althoughat times that maynot be the case.

• Existence of biases: though every care has been undertaken to eliminate

such biases , but considering the human factor possibility Of small bias

having come up cannot be ruled out altogether .

• Consumer behavior: Consumer behavior is dynamic in nature and thus

Over the time, finding of today may be invalid tomorrow.

• Sample size: The Sample size taken is small and may not be sufficient

42

to predict the 100% accuracy and hence finding may not be generalized

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Chapter – 4 Finding and Analysis

Chapter – 4 Finding and Analysis

All numbers in thousands

PERIODENDING 31-Mar-0931-Mar-0831-Mar-07

TotalRevenue 4,663,000 4,176,000 3,090,000

Cost of Revenue 2,699,000 2,453,000 1,777,000 44

GrossProfit 1,964,000 1,723,000 1,313,000

Operating Expenses

Research Development - - -

Selling General and Administrative 590,000 564,000 458,000

Non Recurring - - -

Others - 8,000 3,000

Total Operating Expenses - - -

Operating Income or Loss 1,374,000 1,151,000 852,000

Income from Continuing Operations

Total Other Income/Expenses Net 101,000 175,000 84,000

Earnings Before Interest And Taxes 1,475,000 1,326,000 936,000

Interest Expense - - -

Income Before Tax 1,475,000 1,326,000 936,000

Income Tax Expense 194,000 171,000 84,000

Minority Interest - - (2,000)

Net Income From Continuing Ops 1,281,000 1,155,000 850,000

Non-recurring Events

Discontinued Operations - - -

Extraordinary Items - - -

Effect Of Accounting Changes - - -

Other Items - - -

Net Income 1,281,000 1,155,000 850,000

Preferred Stock And Other Adjustments - - -

Net Income Applicable To Common Shares $1,281,000 $1,155,000 $850,000

Balance sheet

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46

Histogram

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Bibleography

http://www.rediff.com/money/2006/aug/03mspec.htm

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http://hrcases.wordpress.com/2008/06/25/training-fresh-recruits-at-infosys/

http://www.google wiki.

http://www.Yahoo.com

http://www.Ask.com

http://www.Moneycontrol.com

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