GDM Plus — Enhancing Service Delivery Mohan Sekhar

GDM Plus - Enhancing Service Delivery Mohan Sekhar © Infosys Technologies Limited 2003 -2004

GDM Plus – Our Enhanced Service Delivery Model System Integration Enterprise Solutions Business Consulting Infrastructure Management Deepening & Widening Services Independent Validation Global Delivery Model Business Solutions People Development Execution Excellence Operational Efficiency Technology Domain Expertise © Infosys Technologies Limited 2003 -2004 Quality Analyst Meet 2003 1

Deepening and widening our Service Profile Refine Conceive » » Assess Opportunity Study Market Assemble team Draft service definition » Refine service definition » Identify business objectives » Develop skill Develop » Define methodology » Build competence » Set up centers for excellence » Pilot projects Service Started Extend Enterprise Solutions Business Consulting Independent Validation 2001 Develop Infrastructure Management 2002 Systems Integration 2002 “New” Services as % of Revenue 1999 Extend » Stabilize model through iteration » Service osmosis 1999 Extend Refine © Infosys Technologies Limited 2003 -2004 “New” services defined as services other than Application Development, Maintenance, Re-Engineering and Products Analyst Meet 2003 2

Widening and Deepening Services – Business Consulting Infosys : An End-To-End Solutions Partner Question Areas What ? Content Areas Front-end Services Why ? Who? How ? Specialty IT Services When? General Project Management Project Implementation Staffing Services Infosys Business Consulting Solution Scope Service Solution Scope Comparison Infosys-Delivery With Proven GDM Solution Scope New Global Majors with no GDM Solution Scope Most Offshore Service Scope » Focus on offshoring several components associated with traditionally front-end services » Business Consulting has helped generate increased downstream revenues at several marquee clients » Business case to guide transition to component-based architecture at a large credit card company, leading to architecture and development assignments downstream » Business Process Re-engineering several critical business processes in Sales, Marketing, Finance and Supply Chain at a Metals manufacturer bringing in downstream work in System Integration, JD Edwards implementation, architecture and interface design, and data migration » BPR and IT expenditure optimization assignments at a Mortgage major bringing in BPM and software delivery assignments » Process Redesign and Planning assignments at a Food Services major leading to recurring revenue streams for delivery, ES and IVS © Infosys Technologies Limited 2003 -2004 Analyst Meet 2003 3

Widening and Deepening Services – Enterprise Solutions Business Transformation Package Enabled Reengineering Manufacturing B 2 B solutions Logistics » Business Consulting » IT Strategy Formulation » Process Benchmarking » Process Optimization » Organizational Change » Transition Strategy & Planning » Training & Workshops Technology Solutions » Package Evaluation E-procurement Ariba CRM Apparel Siebel, Clarify, Vantive, Oracle SCM i 2, Manugistics EAI TIBCO, Vitria, MQSeries » Package Implementation » Custom Software Development » Deployment & Rollout » System Integration » Sustenance © Infosys Technologies Limited 2003 -2004 Utilities Retail Finance Business Understanding ERP Software Skills SAP, People. Soft, Oracle WMS HK systems, Yantra WMS Analyst Meet 2003 Package Implementation 4

CAL LC SER ENTE R VIC ES P RE- LATFO ENG R INE M ERI NG DAT AC SER ENTE R VIC ES SEC SER URITY VIC ES RAS SOL TRUCT U UTI ONS RE INF TOM SOL / TUR N UTI ONS KEY CUS PRE -INT SOL EGRA T UTI ONS ED Widening and Deepening Services - Systems Integration Positioning Infosys in the Solutions Leadership Role… Go-to-Market Solutions » » » Enterprise Portal Microsoft XP Deployment Platform Migration Identity Management Integrated Document Management High Availability & Business Continuity (HIBISCUS) » Sever Consolidation » Infrastructure Rationalization © Infosys Technologies Limited 2003 -2004 Custom Solutions » Driven by Client specific requirements » Leverages » Go-to-Market Solutions » Tactical Alliances » Involves Product(s) Integration » Data Center Design & Implementation » Call Center Design & Implementation » Display contextual expertise by segregation of generic framework vs. specific client needs Analyst Meet 2003 5

Widening and Deepening Services - Testing Value Add Validation Solutions Specialty Validation Services Custom Validation Services » » » » Strategic Test Management » Consultancy » Test Process Consultancy » Test Program Management » Performance benchmarking » Reliability Testing » Security assessment » Product Certification » Functionality testing » Usability testing » Globalization testing » Compatibility testing » Disaster Recovery testing ROI-based comprehensive, robust and cost-effective methodology Early value add during the Business Analysis stage CMMI Level 5 processes for consistency High Customer Satisfaction Competency Labs for various Test tools © Infosys Technologies Limited 2003 -2004 Analyst Meet 2003 6

Widening and Deepening Services - Infrastructure Services DATA CENTER MANAGEMENT Network Mgmt. Security Mail Infrastructure Hosting TECHNICAL SUPPORT Tech. Help Desk Production Support Desktop Infrastructure APPLICATION MANAGEMENT Database Mgmt Application Monitoring Operation Support INFRASTRUCTURE CONSULTING IT Process Consulting Infrastructure Audits Enterprise Mgmt System Help Desk Consulting » State-of-the-art Global Management Centre (GMC) in Bangalore » Production Support – shared services solution for 24 X 7, SLA-driven, Tier 1&2 support leading to significant cost reduction for clients across the world » Data Center Mgmt enabling an Electronics manufacturer to reduce cost of operations » Technical Helpdesk support streamlining processes for a satellite communications provider » Database Mgmt Services enhancing throughput for an office solutions provider » Secure hosting of mission-critical apps for a leading beverages manufacturer » Facilities management in 17 centers helping a semi-conductor firm improve quality of operations © Infosys Technologies Limited 2003 -2004 Analyst Meet 2003 7

GDM Plus – Our Enhanced Service Delivery Model System Integration Enterprise Solutions Business Consulting Infrastructure Management Deepening & Widening Services Independent Validation Global Delivery Model Business Solutions People Development Execution Excellence Operational Efficiency Technology Domain Expertise © Infosys Technologies Limited 2003 -2004 Quality Analyst Meet 2003 8

Execution Excellence - Business Solutions Leverage Process, frameworks, methodologies, tools, artifacts and reusable knowledge objects Al lia n c es Thought Leadership Solutions Retail » A set of 6 key business solutions comprising packaged services, artifacts, tools and expertise addressing leading edge trends in the Retail industry » Key areas: Distributed Order Mgmt, Merchandizing Analytics, Loyalty, Lead-time optimization Financial Services » Reference Models – Prototypes and business process models, using our Influx methodology, of complex business flows, aiding in proposals, training » Component-based Go to Market solutions catering to specific industry pain-points Auto / Aero / Gas » Product Devp. Solutions - Concept Design, Detailed Design, Analysis/Optimization, Manufacturing » CAD Solutions – Design Automation, Web Models, Data Migration » Embedded Solutions – Automotive, Avionics, Industrial Automation Key Alliances » Microsoft, Informatica, Sun © Infosys Technologies Limited 2003 -2004 Analyst Meet 2003 9

Execution Excellence – Technology leadership Mission : Innovation in Solutions and Services, Thought Leadership in Emerging Technologies Focus Areas : Enterprise Architectures, Performance Engineering, Business Process Management, Pervasive Computing, I. T Management, Collaboration, Web Services, Knowledge Engineering, Platforms – J 2 EE, . NET Solutions and Frameworks » I. T Effectiveness » Outsourcing Framework » Intelligent Production Support Platform » In. Flux » Speed. NET » J 2 EE Prescriptive Architectures » Performance Engineering Framework » Technology & Product Evaluation Framework Thought Leadership » Web Services » Knowledge Management » Convergence » Collaboration » Business Process Management » Performance Engineering Highlights » 20+ publications - IEEE Magazines & Proceedings, Darwin Magazine, Dr. Dobbs Journal, . NET Journal, DB 2 Magazine, Journal of Electionic Commerce Research… » WWISA certification program for Software Architects » 10+ conferences - IEEE Conferences, AMCIS, ICWS, HSBC Cash Managers Handbook, Java One, Stanford Workshop » Books - “The Art and Technology of Software Engineering. . ”, “Mobile IP: Present state and Future” » 3 Patents in software engineering » Industry standards bodies – Participating in BPMI, OASIS, OMG » Rated by Gartner as “Challengers” for Webservices vision and execution ability © Infosys Technologies Limited 2003 -2004 Analyst Meet 2003 10

Execution Excellence - Domain leadership » 70 domain experts across 9 industry vertical groups with » Hands-on experience (ranging from 6 -20 years) in a line function » Global certifications (CCM, GARP, CFA) » Responsible for multi-level domain training for project teams across domains, to enhance domain skills » Key driver for identifying, conceptualizing and building “Vertical solutions”- HIPAA, Perishables, STP, Basel 2 » Publishing/ presenting thought papers in international journals and seminars to enhance brand equity of Infosys » Global custodian » Wall street &Technology » Futures and options weekly » Energy central » HSBC cash management handbook » Conferences » CLM conference » STP conference in Japan » NRF conference © Infosys Technologies Limited 2003 -2004 Energy & Utilities Healthcare SCM & Manufacturing Insurance Banking & Cash Management DCG Financial Securities Retail and Distribution Travel & Tourism Transportation In 2003 (Till July): 12 Thought papers presented at international conferences / published international journals across industry segments. Analyst Meet 2003 11

Execution Excellence - Quality ISO 9001 CMM Level 5 ü On-time completion of 89% against industry benchmark of 66% Source - Software Assessments, Benchmarks and Best Practices , by Capers Jones MBNQA 1999 CMMI PCMM 1993 ü Average defects delivered – 0. 015 against 0. 105 for Level 5 organizations Source – CFPM IEEE Computer Society: Software Process Assessment » CMMI – Enhanced version of CMM, integrates various frameworks created by the SEI » Infosys - The first Indian software company to be assessed at CMMI level 5, for its offshore and onsite operations Enhanced business benefits by » Strengthening software engineering processes » Quantitative risk management and structured decision making » Effective integration of people capabilities with software engineering discipline © Infosys Technologies Limited 2003 -2004 In the last 30 months » 17% improvement in productivity » 24% reduction in delivered defects » 28% reduction in defect injection rate » Increase in repeat business to >90% Analyst Meet 2003 12

Execution Excellence – Operational Efficiency Enhance Client Satisfaction Engagement Management Strategy » CIO Dashboards & Client Portals » Monthly and Quarterly Operational and Mgmt level Reporting » Annual CSAT and quarterly engagement / Project feedback » Quarterly senior mgmt reviews » Single CXO-level point of contact for relationship, » Draws roadmap for account and leverages cross-functional groups » Compensation aligned to accountability Introducing Global Delivery to traditionally “onsite” engagements » Package implementation and upgrades » Business Process Transformation » Account specific onsite: offshore optimization Continuous improvement in offshore productivity through innovation » » © Infosys Technologies Limited 2003 -2004 Use of reference models Knowledge Transfer at offshore SLA Based service delivery Evangelizing Knowledge Management Analyst Meet 2003 13

Execution Excellence - People Development » Focus on Technology » J 2 EE Based architecture design and Web services courses covering about 650 people » High end databases courses like database design, tuning, and performance testing have covered 300 people » 250+ employees trained on Designer and Tech. Specialist courses on. Net » Focus on certification: PMI for Project Managers, Sun, J 2 EE for architects » Average of 15. 69 days of training person-year » Focus on Domain » Intensive, multi-layered industry vertical training offered by DCG, covering 5000 Project Managers and analysts in domains like Banking, Securities, Insurance, Retail and Telecom » Individual Responsibility » Performance management, career planning and training » Project utilization » Adherence to systems and processes © Infosys Technologies Limited 2003 -2004 Analyst Meet 2003 14

In Conclusion… GDM Plus, our integrated global delivery model encompassing vertical solutions, expanding service foot print, and execution excellence, is our strategic response to the changed market and competitive landscape, ensuring that we continue to remain ahead of the curve in delivering the highest value to our customers. © Infosys Technologies Limited 2003 -2004 Analyst Meet 2003 15

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