AProject Report

ON

“SERVICES OFFERED BYWIPRO LTD.”

SUBMITTED IN PARTIAL FULFILLMENT FOR THEAWARD OF THE

DEGREE OF BACHELOR OF BUSINESSADMINISTRATION

UNDER THE GUIDANCE OF

Gautam GillProject Co-ordinator

SUBMITTED BY:

Gurpreet SinghMBA III

Acknowledgement

I would like to thank my Project Guide GAUTAM GILL for his immense guidance, valuable

help and the opportunity provided to me to complete the project under her guidance.

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I would like to thank all faculty members of Swami Satyanand College of Management &

Technology for guiding and supporting me in the completion of project from time to time.

Last but not the least, my gratitude to great almighty and my parents without whose concerned

and devoted support the project would not have been the way it is today.

Gurpreet singhMBA lll

INTRODUCTION TO IT INDUSTRY IN INDIA

Information Technology (IT) industry in India is one of the fastest growing Industries. Indian IT industry has built up valuable brand equity for itself in the global markets. IT industry in India comprises of software industry and information technology enabled services (ITES), which also includes business process outsourcing (BPO) industry. India is considered as a pioneer in software development and a favorite destination for IT-enabled services.

The origin of IT industry in India can be traced to 1974, when the mainframe manufacturer, Burroughs, asked its India sales agent, Tata Consultancy Services (TCS), to export programmers for installing system software for a U.S. client. The IT industry originated under unfavorable conditions. Local markets were absent and government policy toward private enterprise was hostile. The industry was begun by Bombay-based conglomerates which entered the business by supplying programmers to global IT firms located overseas.

During that time Indian economy was state-controlled and the state remained hostile to the software industry through the 1970s. Import tariffs were high (135% on hardware and 100% on software) and software was not considered an "industry", so that exporters were ineligible for bank finance. Government policy towards IT sector changed when Rajiv Gandhi became Prime

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Minister in 1984. His New Computer Policy (NCP-1984) consisted of a package of reduced import tariffs on hardware and software (reduced to 60%), recognition of software exports as a "delicensed industry", i.e., henceforth eligible for bank finance and freed from license-permit raj, permission for foreign firms to set up wholly-owned, export-dedicated units and a project to set up a chain of software parks that would offer infrastructure at below-market costs. These policies laid the foundation for the development of a world-class IT industry in India.

Today, Indian IT companies such as Tata Consultancy Services (TCS), Wipro, Infosys, HCL et al are renowned in the global market for their IT prowess. Some of the major factors which played a key role in India's emergence as key global IT player are:

Indian Education SystemThe Indian education system places strong emphasis on mathematics and science, resulting in a large number of science and engineering graduates. Mastery over quantitative concepts coupled with English proficiency has resulted in a skill set that has enabled India to reap the benefits of the current international demand for IT.

High Quality Human ResourceIndian programmers are known for their strong technical and analytical skills and their willingness to accommodate clients. India also has one of the largest pools of English-speaking professionals.

Competitive CostsThe cost of software development and other services in India is very competitive as compared to the West.

Infrastructure ScenarioIndian IT industry has also gained immensely from the availability of a robust infrastructure (telecom, power and roads) in the country.

In the last few years Indian IT industry has seen tremendous growth. Destinations such as Bangalore, Hyderabad and Gurgaon have evolved into global IT hubs. Several IT parks have come up at Bangalore, Hyderabad, Chennai, Pune, Gurgaon etc. These parks offer Silicon Valley type infrastructure. In the light of all the factors that have added to the strength of Indian IT industry, it seems that Indian success story is all set to continue.

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COMPANY PROFILE

Wipro Technologies

Wipro Technologies is a global services provider delivering technology-driven business solutions. Wipro is the No.1 provider of integrated business, technology and process solutions on a global delivery platform. Azim Premji is the Chairman of Wipro Technologies. He took over the mantle of leadership of Wipro at the age of 21 in 1966. Under his leadership, the fledgling US$ 2 million hydrogenated cooking fat company has grown to a US$1.76 billion IT Services organization serving customers across the globe. Wipro is presently ranked among the top 100 Technology companies in the world. It has 66,000+ employees, serves 592 clients, and has 46 development centers across globe.

Wipro Technologies deals in following businesses:

IT Services: Wipro provides complete range of IT Services to the organization. The range of services extends from Enterprise Application Services (CRM, ERP, e-Procurement and SCM) to e-Business solutions. Wipro's enterprise solutions serve a host of industries such as Energy and Utilities, Finance, Telecom, and Media and Entertainment.

Product Engineering Solutions: Wipro is the largest independent provider of R&D services in the world. Using "Extended Engineering" model for leveraging R&D investment and accessing new knowledge and experience across the globe, people and technical infrastructure, Wipro enables firms to introduce new products rapidly.

Technology Infrastructure Service: Wipro's Technology Infrastructure Services (TIS) is the largest Indian IT infrastructure service provider in terms of revenue, people and customers with more than 200 customers in US, Europe, Japan and over 650 customers in India.

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Business Process Outsourcing: Wipro provides business process outsourcing services in areas Finance & Accounting, Procurement, HR Services, Loyalty Services and Knowledge Services. In 2002, Wipro acquiring Spectramind and became one of the largest BPO service players.

Consulting Services: Wipro offers services in Business Consulting, Process Consulting, Quality Consulting, and Technology Consulting.

Group Companies of Wipro:

Wipro Infrastructure Engineering: It has emerged as the leader in the hydraulic cylinders and truck tipping systems market in India.

Wipro Infotech: It is one of the leading manufacturers of computer hardware and a provider of systems integration services in India.

Wipro Lighting: It manufactures and markets the Wipro brand of luminaries. Wipro Lighting offers lighting solutions across various application areas such as commercial lighting for modern work spaces, manufacturing and pharmaceutical companies, designer petrol pumps and outdoor architecture.

Achievements of Wipro

First Indian IT Service Provider to be awarded Gold-Level Status in Microsoft's Windows Embedded Partner Program.

World's largest independent R&D Services Provider. World's 1st PCMM Level 5 software company. World's 1st IT Services Company to use Six Sigma. The first to get the BS15000 certification for its Global Command Centre. Among the top 3 offshore BPO service providers in the world. Only Indian company to be ranked among the 'Top 10 Global Outsourcing Providers' in

the IAOP-Fortune Global 100 listings. First company in the world to be certified in BS 7799 (2002) security standards.

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TABLE OF CONTENT

PARTICULARS P a g e N O . • S e l f D e c l a r a t i o n i • C e r t i f i c a t e i i • A c k n o w l e d g m e n t i i i • E x e c u t i v e s u m m a r y i v • C h a p t e r 1 - I n t r o d u c t i o n 1 . 1 O v e r v i e w o f W i p r o L t d 1 . 2 R e s e a r c h O b j e c t i v e s o f t h e S t u d y • C h a p t e r 2 - C o m p a n y P r o f i l e 2 . 1 H i s t o r y o f W i p r o L t d . 2 . 2 E x e c u t i v e P r o f i l e 2 . 3 I n f r a s t r u c t u r e 2 . 4 V i s i o n S t a t e m e n t 2 . 5 Q u a l i t y a t W i p r o 3 C h a p t e r 3 - R e s e a r c h M e t h o d o l o g y 3 . 1 M e a n i n g 3 . 2 O b j e c t i v e s

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3 . 3 S i g n i f i c a n c e 3 . 4 R e s e a r c h M e t h o d o l o g y 3 . 5 D a t a C o l l e c t i o n R e s o u r c e 3 . 6 L i m i t a t i o n s

• C h a p t e r 4 - S e r v i c e s O f f e r e d b y W i p r o L t d . 4 . 1 I T S e r v i c e s 4 . 2 P r o d u c t D e s i g n S e r v i c e s 4 . 3 B u s i n e s s P r o c e s s O r g a n i z a t i o n 5 C h a p t e r 5 - F i n d i n g a n d A n a l y s i s 5 . 1 W i p r o ’ s R o l e 5 . 2 W i p r o ’ s I n i t i a t i v e s 5 . 3 W i p r o ’ s R a t i n g 5 . 4 D i v i d e n d T r a c k R e c o r d 5 . 5 W i p r o V a l u e • C h a p t e r 6 - C o n c l u s i o n & S u g g e s t i o n s 6 . 1 C o n c l u s i o n 6 . 2 S u g g e s t i o n • B i b l i o g r a p h y v

CHAPTER-1 INTRODUCTION OVERVIEW Wipro Technologies i s the g lobal technology serv ices d iv is ion of Wipro Ltd . (NYSE:WIT) . Wipro of fers a fu l l por t fo l io of serv ices across indus t r ies , de l iver ing measurable bus iness benef i t s for the i r cus tomers wi th s ix s igma cons is tency. WHO IS WIPRO Ranked as 7 t h bes t sof tware serv ices company in the wor ld by Business Week ( Infotech 100, November 2002) , Wipro serves over 300 g lobal leaders inc luding Boeing, Nat ionwide , Er icsson, Toshiba , Cisco , Seagate , Putnam

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Inves tments , Uni ted Technologies , Bes t Buy, Digi ta l , Fr iends Provident , IBM, Microsof t , NCR, Thames Water , Transco and Sony. From the f i r s t day in dea l ing wi th Wipro , there ' s been noth ing but qual i ty , charac ter , h ighes t in tegr i ty , h ighes t qual i ty work . As a jo in t venture , you wouldn ' t f ind a be t te r par tner . As a suppl ie r , you wouldn ' t f ind a h igher qual i ty par tner . Some qu ick fac t s about Wipro: • India ' s most va luable company (Business Today, 2001) .

• Lis ted a t NYSE (WIT) . Par t of the TMT (Technology- Media-Telecom) Index of the New York Stock Exchange . • Over 20 years of IT Consul t ing , Sys tems In tegra t ion and Engineer ing Services exper ience . • 30 of f ices wor ldwide , 18 ,000 IT prac t i t ioners and domain consul tants . • More than 300 cus tomers across USA, Europe and Japan (50 of these are For tune 500 companies) . • USD 736Mn revenues (Year 2001-2002) , Cumula t ive Annual Growth Rate (CAGR) of 45% over the las t f ive years . • Qual i ty leadership : Most mature Six Sigma program in the indus t ry . World ' s f i r s t PCMM, CMMi and CMM level 5 company. CHAPTER-2 COMPANY PROFILE

HISTORY Founded in 1945, Wipro has d ivers i f ied in to Informat ion Technology, Consumer Care and Light ing , Engineer ing and Heal thcare . Wipro’s d ivers i f ica t ion in to IT happened in 1980 and s ince then there has been no looking back. Wipro had revenues of USD 736Mn in March 2002. Miles tones

1980: Divers i f ica t ion in to Informat ion Technology

1990: Incorpora t ion of Wipro-GE medica l sys tems

1992: Going g lobal wi th g lobal IT serv ices d iv is ion1993:Business innovat ion award for o f f shore development 1995:Wipro ge t s ISO 9001 qua l i t y ce r t i f i ca t ion , r e - cer t i f ied twice for mature processes 1997:Wipro ge ts SEI CMM level 3 cer t i f ica t ion , en t e rp r i se wide p rocesses de f ined

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1998:Wipro f i r s t sof tware serv ices company in the wor ld to ge t SEI CMM level 5 1999:Wipro ' s market capi ta l iza t ion i s the h ighes t in Ind ia 2000:Star t of the Six Sigma in i t ia t ive , defec ts prevent ion prac t ices in i t ia ted a t pro jec t leve l 2001: F i rs t Indian company to achieve the "TL9000 ce r t i f i ca t ion" fo r indus t ry spec i f ic qua l i t y s tandards 2001: World ' s f i r s t PCMM Level 5 company 2001:Ranked 87 among 100 bes t per forming technology companies g lobal ly (BusinessWeek, June 2001) 2002: World’s f i r s t CMMi ver 1 .1 Level 5 company 2002: Ranked the 7 th sof tware serv ices company in the wor ld by BusinessWeek ( Infotech 100, November 2002)

. DISASTER RECOVERY PLANNING An es t imated 94% of companies wi thout a tes ted cr i s i s p lan go out of bus iness a f te r a severe loss of serv ice . With increased dependency on IT Inf ras t ruc ture to run bus iness e f fec t ive ly and ef f ic ient ly , organiza t ions need to know how to protec t the bus iness i f the IT Inf ras t ruc ture fa i l s . 'Disas ter -Recovery Plans ' a r t icu la te the means to protec t organiza t ions in case of such eventua l i t ies . Wipro of fers a comprehens ive so lu t ion tha t

he lps organiza t ions face any eventua l i ty of th is k ind and ensures tha t organiza t ions recover smoothly f rom the d isas ter in the shor tes t poss ib le t ime The of fer ing covers :

• S tudy of the exis t ing IT Inf ras t ruc ture se t -up a t var ious s i tes of the organiza t ion and of the exis t ing d isas ter

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recovery prac t ices . • Ident i f ica t ion of threa ts to the serv ices , a r i s ing out of the faul t s in IT products and serv ices of the organiza t ion . • Conduct ing Risk Analys is and Business Impact Analys is (BIA) of var ious threa ts to the resources / funct ions and ca tegor iz ing the r i sks based on the impact . • Des igning and recommending solu t ions to cover the resources f rom the threa ts ( r i sks) . • Implemen ta t ion o f t he r ecommended so lu t ions i nc lud ing hot s i tes , h igh avai labi l i ty so lu t ions , ne tworks and s torage sys tems EXECUTIVE PROFILE AZIM PREMJI

AZIM H PREMJI The Chai rman of Wipro Corpora t ion An a lumnus of S tanford Univers i ty , USA, Mr. Azim H Premj i jo ined Wipro in 1966 a t the age of 21 . Under h is leadership , a Rs .70 mi l l ion company in hydrogenated cooking fa ts has grown to a $500 mi l l ion d ivers i f ied , in tegra ted corpora t ion in serv ices , technology products and consumer products wi th leadership pos i t ions in the bus inesses i t i s in . A ro le model for young ent repreneurs across the wor ld , Mr . Azim Premj i has in tegra ted the count ry ' s en t repreneur ia l t radi t ion wi th profess ional management , based on sound va lues and uncompromis ing in t eg r i t y .

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Mr. Azim Premj i ' s s t rength l ies in br inging together and bui ld ing charged teams of h igh potent ia l , h igh per forming people . His v is ion and pragmat ism have he lped Wipro Corpora t ion become the 2nd most compet i t ive and successfu l company in India as ra ted by Business Today, a leading bus iness magazine in India . Wipro in te rms of market capi ta l iza t ion i s among the top 10 corpora t ions in India . Mr . Premj i very s t rongly be l ieves tha t the most impor tant cont r ibutors to Wipro ' s success have been the ar t icu la t ions and fa i thfu l adherence to core va lues , a shared v is ion for the fu ture , ident i f ica t ion and development of Wipro leaders through c lear ly def ined Wipro leaders ' qua l i t ies . A hands-on bus iness leader wi th s tandards of exce l lence in everyth ing tha t the corpora t ion does , Mr . Premj i i s a lmost fana t ica l about de l iver ing va lue to cus tomers and h is wi l l ingness to sacr i f ice bus iness and prof i t s to hold on to "Our Promise" .

VIVEK PAUL Vivek Paul i s Vice Chai rman of Wipro , Ltd . and the Pres ident of i t s Wipro Technologies Divis ion , based in Mounta in View, CA. Wipro Technologies i s a g lobal informat ion technology, product development /maintenance , and bus iness process so lu t ions provider wi th over 18 ,000 employees and of f ices in 30 loca t ions around the wor ld . Wipro Technologies cont r ibutes more than 90% of the prof i tabi l i ty of Wipro , Ltd . , a $7b market cap corpora t ion . S ince assuming th is ro le , revenues a t Wipro Technologies have grown a t over 45% a year and opera t ing prof i t s have grown a t over 50% a year , compounded, ca tapul t ing i t in to the Business Week Global Info tech 100, and a l lowing a successfu l l i s t ing on the New York Stock Exchange . Mr . Paul brought a s t rong focus on va lues , bui ld ing human capi ta l and es tabl i sh ing leadership in qual i ty processes . This focus t ransformed Wipro

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to become a leader in i t s f ie ld wi th the wides t range of serv ices , recognized qual i ty leadership , and a t ransforming workforce tha t went f rom coding to

complex program management to consul t ing and archi tec t ing . Leading analys t research f i rms Gar tner and META ra te Wipro as the leader in the of fshore appl ica t ion outsourc ing market and a h igh qual i ty so lu t ion provider who has moved up the va lue chain . Recent ly But ler Group , a research f i rm focused on the IT market , quoted in one of the i r repor ts tha t - "Wipro i s wel l p laced to compete wi th the la rges t p layers , having es tabl i shed an enviable reputa t ion for the qual i ty of i t s de l ivery and the va lue i t br ings to i t s bus iness re la t ionships" . Pr ior to th is ro le , Mr . Paul was based in Milwaukee , WI, and ran GE's Global CT (Computer ized Tomography) Scanner bus iness wi th near ly $1 b i l l ion in revenues , repor t ing d i rec t ly to the current Chai rman of GE. Mr. Paul drove product iv i ty through developing a des ign and bui ld capabi l i ty in China for the economy range , drove des ign coopera t ion across development teams in France , Japan and the US to s tep up the pace of new product in t roduct ions , and launched breakthrough products through the p ioneer ing appl ica t ion of S ix Sigma techniques . This success was noted by the bus iness bes tse l le r book, S ix Sigma. Pr ior to th is ro le , Mr . Paul was Pres ident and CEO of GE's medica l equipment jo in t venture wi th Wipro . Mr . Paul was par t of the venture as a new s tar t -up , to i t s becoming a g lobal des ign and manufac tur ing base for u l t rasound equipment , as wel l as a leader in the d is t r ibut ion and serv ice of medica l imaging equipment in the South Asian markets . His e f for t s in a l l three ro les (Wipro , Wipro GE and GE) have been noted in the bus iness media (Business Week, Economis t , Forbes , For tune , NYT, WSJ, e tc . ) and have been used as case s tudies a t leading bus iness schools (Harvard , Whar ton , Insead, e tc . ) . A January 2003 segment in Business Week c i ted Wipro as " the l ive wire in Indian h igh tech" , and a February 2003 i ssue of Economis t ment ioned "Wipro aspi res to be a g lobal force in the IT indus t ry" . Fas t Company repor ted af te r v is i t ing Wipro in i t s February 2003 i ssue " there a re cer ta in moments when you can see the fu ture wi th such c lar i ty tha t i t near ly takes your brea th away" .

Pr ior to working a t GE, Mr. Paul worked a t Bain & Co. , Boston, a leading s t ra tegy consul t ing f i rm and a t Peps iCo Inc . , Purchase , NY in the i r M&A area . Mr . Paul rece ived an MBA from Univers i ty of Massachuse t t s a t Amhers t . He rece ived a Bachelor of Engineer ing degree f rom B.I .T .S . , P i lani , India in Elec t r ica l & Elec t ronics Engineer ing , where he was a lso Capta in of the Swim and Waterpolo teams. Mr . Paul i s a member of the Board of the Cal i fornia Chamber of Commerce , and Vice Chai rman of i t s Technology Commit tee . He i s a member of the

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B.I .T .S Senate , on the advisory board of S tanford Univers i ty ' s Radiology Depar tment and a char ter member of The Si l icon Val ley Indus En t rep reneur s Organ iza t ion . WIPRO INFRASTRUCTURE Wipro i s geared for g lobal de l ivery wi th of f ices and development centers tha t span the g lobe .

Locat ions spanning the g lobe

27 of f ices wor ldwide

Over 1 ,450,000+ sq . f t . of development fac i l i t ies

30 development centers wor ldwide

s ta te-of - the-ar t communica t ion fac i l i t ies

Giga speed cabl ing - guaranteed 10MBPS to desktop

30+ in terna t ional l inks - da ta , voice and v ideo Data , voice and v ideo, ISDN back-up for fu l l redundancy. Wipro campuses are des igned to provide comfor table and product ive work envi ronments . In add i t i on to cu t t i ng -edge fac i l i t ies , they

fea ture workspaces tha t enable c rea t ive th inking and encourage par t ic ipa tory and proac t ive va lue sys tems. Wipro’s commitment to the envi ronment and safe ty consc iousness i s re f lec ted in the i r ISO 14001 ce r t i f i ca t ion . Business cont inui ty Wipro provide mul t i - s i te serv ices to g lobal cus tomers and have the re levant exper ience , processes and methodologies for a successfu l t rans i t ion . Robust bus iness cont inui ty p lans are in p lace for da ta , sys tems and people WIPRO VISION IN 2008 Bus iness Leadersh ip Among the top 10 Informat ion Technology Servicescompanies g lobal ly and# 1 Informat ion Technology company in India .Customer Leadersh ip The #1 choice of the cus tomer through innovat ive so lu t ions

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and Six Sigma processes . People Leadersh ip Among the top 10 most prefer red employers g lobal ly by crea t ing an envi ronment of empowerment , in te l lec tua l cha l lenge and weal th shar ing . Brand Leadership Wipro Brand to be among the top 5 most admired brands in Ind ia

QUALITY AT WIPRO Qual i ty consu l t ing and so f tware qua l i ty At Wipro , qual i ty i s l ike in tegr i ty - non-negot iable . Wipro pursue qual i ty wi th a miss ionary zea l and have put in p lace robus t processes to ensure tha t Wipro de l iver qual i ty wi th s ix-s igma cons is tency. Veloc i -Q, our hol i s t ic , en terpr i se wide qual i ty approach in tegra tes mul t ip le qual i ty processes l ike

Six Sigma, SEI CMM, PCMM and CMMi to de l iver measurable bus iness benef i t s wi th enhanced product iv i ty upto 35%, cos t savings upto 35% and fas ter t ime- to-market upto 75%. Salient features of our quali ty program Most mature Six Sigma program in the indus t ry-ensures tha t 91 % of our pro jec ts a re comple ted schedule , much above the indus t ry average of 55% Worlds f i r s t company to be awarded PCMM Level 5 and CMMI Level 5 World’s f i r s t SEI CMM ver 1 .1 Level 5 sof tware serv ices company Defect preventa t ion-pos t re lease defec t ra tes a t less than 0 .2 per KLOC, amongst the lowest in the indus t ry Cycle t ime reduct ion due to lower rework ra te Cost of fa i lure avoidance and h igh projec t v is ib i l i ty What i t means for customers The assurance tha t qual i ty wi l l never be compromised be i t product , process or serv ice qual i ty . That ' s why Wipro i s prefer red par tner for g lobal leaders such as Thomas Cook, nPower , Home Depot , Seagate , Lucent , Nokia , Eas tman Chemicals and 300 o thers

RESEARCH

METHODOLOGY Meaning of Research

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R e d m a n a n d M o r y d e f i n e r e s e a r c h a s a “ s y s t e m i z e d e f f o r t t o g a i n n e w

k n o w l e d g e . ” S o m e p e o p l e c o n s i d e r r e s e a r c h a s a m o v e m e n t , a m o v e m e n t

f r o m t h e k n o w n t o t h e u n k n o w n .

R e s e a r c h i s a n a c a d e m i c a c t i v i t y a n d a s s u c h t h e t e r m s h o u l d b e u s e d i n a

t e c h n i c a l s e n s e . A c c o r d i n g t o C l i f f o r d W o o d y , r e s e a r c h c o m p r i s e s

d e f i n i n g a n d r e d e f i n i n g p r o b l e m s , f o r m u l a t i n g h y p o t h e s i s o r s u g g e s t e d

s o l u t i o n s ; c o l l e c t i n g , o r g a n i z i n g a n d e v a l u a t i n g d a t a ; m a k i n g d e d u c t i o n s

a n d r e a c h i n g c o n c l u s i o n s ; a n d a t l a s t c a r e f u l l y t e s t i n g t h e c o n c l u s i o n s t o

d e t e r m i n e w h e t h e r t h e y f i t t h e f o r m u l a t i n g h y p o t h e s i s . Objectives of Research

T h e p u r p o s e o f r e s e a r c h i s t o d i s c o v e r a n s w e r s t o q u e s t i o n s t h r o u g h t h e

a p p l i c a t i o n o f s c i e n t i f i c p r o c e d u r e s . T h e m a i n a i m o f r e s e a r c h i s t o f i n d

o u t t h e t r u t h w h i c h i s h i d d e n a n d w h i c h h a s n o t b e e n d i s c o v e r e d a s y e t .

T h o u g h e a c h r e s e a r c h s t u d y h a s i t ’ s o w n s p e c i f i c p u r p o s e b u t t h e r e s e a r c h

o b j e c t i v e s c a n b e l i s t e d i n t o a n u m b e r o f b r o a d c a t e g o r i e s , a s f o l l o w i n g : -

1 . T o g a i n f a m i l i a r i t y w i t h a p h e n o m e n o n o r t o a c h i e v e n e w i n s i g h t s i n t o i t .

S t u d i e s w i t h t h i s o b j e c t i n v i e w a r e t e r m e d a s e x p l o r a t o r y o r f o r m u l a t i v e

r e s e a r c h s t u d i e s .

2 . T o p o r t r a y a c c u r a t e l y t h e c h a r a c t e r i s t i c s o f a p a r t i c u l a r i n d i v i d u a l ,

s i t u a t i o n o r a g r o u p . S t u d i e s w i t h t h i s o b j e c t i n v i e w a r e k n o w n a s

d e s c r i p t i v e r e s e a r c h s t u d i e s .

3 . T o d e t e r m i n e t h e f r e q u e n c y w i t h w h i c h s o m e t h i n g o c c u r s o r w i t h w h i c h i t

i s a s s o c i a t e d w i t h s o m e t h i n g e l s e . S t u d i e s w i t h t h i s o b j e c t i n v i e w a r e

k n o w n a s d i a g n o s t i c r e s e a r c h s t u d i e s . 4 . T o t e s t a h y p o t h e s i s o f a c a s u a l r e l a t i o n s h i p b e t w e e n v a r i a b l e s . S u c h s t u d i e s a r e k n o w n a s h y p o t h e s i s - t e s t i n g r e s e a r c h s t u d i e s .

Significance of Research

“ A l l p r o c e s s i s b o r n o f i n q u i r y . D o u b t i s o f t e n b e t t e r t h a n

o v e r c o n f i d e n c e , f o r i t l e a d s t o i n q u i r y a n d i n q u i r y l e a d s t o i n v e n t i o n . ” I s

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a f a m o u s H u d s o n M a x i m i n c o n t e x t o f w h i c h t h e s i g n i f i c a n c e o f r e s e a r c h

c a n w e l l b e u n d e r s t o o d . I n c r e a s e d a m o u n t s o f r e s e a r c h m a k e p r o g r e s s

p o s s i b l e . R e s e a r c h i n c u l c a t e s s c i e n t i f i c a n d i n d u c t i v e t h i n k i n g a n d i t p r o m o t e s t h e d e v e l o p m e n t o f l o g i c a l h a b i t s o f t h i n k i n g a n d o r g a n i z a t i o n .

T h e r o l e o f r e s e a r c h i n s e v e r a l f i e l d s o f a p p l i e d e c o n o m i c s , w h e t h e r

r e l a t e d t o b u s i n e s s o r t o t h e e c o n o m y a s a w h o l e , h a s g r e a t l y i n c r e a s e d i n

m o d e r n t i m e s . T h e i n c r e a s i n g c o m p l e x n a t u r e o f b u s i n e s s a n d g o v e r n m e n t

h a s f o c u s e d a t t e n t i o n o n t h e u s e o f r e s e a r c h i n s o l v i n g o p e r a t i o n a l

p r o b l e m s . R e s e a r c h , a s a n a i d t o e c o n o m i c p o l i c y , h a s g a i n e d a d d e d

i m p o r t a n c e , b o t h f o r g o v e r n m e n t a n d b u s i n e s s . Research Methodology

R e s e a r c h m e t h o d o l o g y i s a w a y t o s y s t e m a t i c a l l y s o l v e t h e r e s e a r c h

p r o b l e m . I t m a y b e u n d e r s t o o d a s a s c i e n c e o f s t u d y i n g h o w r e s e a r c h i s

d o n e s c i e n t i f i c a l l y . I n i t w e s t u d y t h e v a r i o u s s t e p s t h a t a r e g e n e r a l l y

a d o p t e d b y a r e s e a r c h e r i n s t u d y i n g h i s r e s e a r c h p r o b l e m a l o n g w i t h t h e

l o g i c b e h i n d t h e m . I t i s n e c e s s a r y f o r t h e r e s e a r c h e r t o k n o w n o t o n l y t h e

r e s e a r c h m e t h o d s o r t e c h n i q u e s b u t a l s o t h e m e t h o d o l o g y .

Data Collection Source I n f o r m a t i o n w a s c o l l e c t e d t h r o u g h b o t h p r i m a r y a n d s e c o n d a r y s o u r c e s .

P r i m a r y D a t a : I n s o m e c a s e s t h e r e s e a r c h e r s m a y r e a l i z e t h e n e e d f o r

c o l l e c t i n g t h e f i r s t h a n d i n f o r m a t i o n . A s i n t h e c a s e o f e v e r y d a y l i f e , i f

w e w a n t t o h a v e f i r s t h a n d i n f o r m a t i o n o r a n y h a p p e n i n g o r e v e n t , w e

e i t h e r a s k s o m e o n e w h o k n o w s a b o u t i t o r w e o b s e r v e i t o u r s e l v e s , w e d o

t h e b o t h . T h u s , t h e t w o m e t h o d b y w h i c h p r i m a r y d a t a c a n b e c o l l e c t e d i s

o b s e r v a t i o n a n d q u e s t i o n n a i r e .

S e c o n d a r y D a t a : A n y d a t a , w h i c h h a v e b e e n g a t h e r e d e a r l i e r f o r s o m e

o t h e r p u r p o s e , a r e s e c o n d a r y d a t a i n t h e h a n d s o f r e s e a r c h e r . T h o s e d a t a

c o l l e c t e d f i r s t h a n d , e i t h e r b y t h e r e s e a r c h e r o r b y s o m e o n e e l s e ,

e s p e c i a l l y f o r t h e p u r p o s e o f t h e s t u d y i s k n o w n a s p r i m a r y d a t a .

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T h e d a t a c o l l e c t e d f o r t h i s p r o j e c t h a s b e e n t a k e n f r o m t h e s e c o n d a r y s o u r c e . S o u r c e s o f s e c o n d a r y d a t a a r e : -

• I n t e r n e t

• M a g a z i n e s

• P u b l i c a t i o n s

• N e w s p a p e r s

• B r o u c h e r sLIMITATIONS • T h e d a t a i s c o l l e c t e d f r o m s e c o n d a r y s o u r c e d u e t o l a c k o f t i m e f o r p r e p a r i n g t h e p r o j e c t .

• T h e d a t a i s n o t 1 0 0 % a c c u r a t e . CHAPTER-4

• E-procurement & b2b Marketplaces

• Enterprise securi ty

• Package select ion and implementat ion

• System integrat ion

• Supply chain management

• Enterprise appl icat ion integrat ion

• Technology infrastructure servicesIT SERVICE OFFERING BY WIPRO Application Development & Maintenance Designing and developing innovat ive solut ions is Wipro’s for te . With 15 years of experience in appl icat ion development , Wipro creat ive ideas, proven frameworks and experienced professionals del iver ground-up, but s ta te of the ar t sof tware solut ions that address customer needs. Wipro combines best-of-breed

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technologies with the s t i l l -valuable components of legacy systems to help i ts customers accomplish business goals . Wipro services in these areas are focussed on: Applicat ion developmentMigrat ion and Customizat ionEnterprise Applicat ion Integrat ionApplicat ion maintenanceAppl i ca t ion deve lopment this includes Turnkey web based, c l ient server and wireless appl icat ion development and enhancements to legacy appl icat ions Migrat ion and Customizat ion . This includes:

• Version upgrade services ,

• Database migrat ion,

• Language migrat ion,

• Reengineering,

• Funct ional i ty upgrades

• Port ingEnterpr i se Appl i ca t ion Integrat ion Enterprise Applicat ion Integrat ion (EAI) creates a unif ied electronic business environment across the extended enterprise , integrat ing exis t ing appl icat ions with business processes , even as i t enables seamless interact ion between customers , par tners and suppl iers .

Wipro has developed powerful EAI systems that integrate business s t ra tegy with technology Appl i ca t ion maintenance Wipro offers i ts c l ients , 24x7 appl icat ion sustenance and enhancements . They have over 10 years of experience in remote maintenance of IBM mainframe and Client /Server appl icat ions. Our 5000-person year’s expert ise covers a wide range of appl icat ions, which are remotely maintained through Offshore Development Centers in India . Architecture Consult ing To del iver the expected returns to a business , IT ini t ia t ives need to be in synergy with an organizat ions s t ra tegic object ives . Wipro 's Enterprise Information Archi tecture services help cl ients assess different technology

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st ra tegies so that organizat ions are able to a l ign their technology ini t ia t ives with their business s t ra tegy. These services support an organizat ions IT ini t ia t ive by providing s t ra tegic , archi tectural , operat ional and implementat ion planning. WeAVe Methodo logy Wipro with i ts proven experience has developed WeAVe, a unique methodology that helps enterprises to a l ign their IT object ives with business goals . Wipro 's Evolve / Archi tect / Val idate (WeAVe) process model represents the typical base methodology used in the consul t ing engagements with c l ients . This is a proven methodology that br ings in the best pract ices in the

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Business-t0-employee(B2E) solution

Wipro’s B2E Serv ices he lp organ iza t ions e s tab l i sh an ag i l e co l laborat ive workforce to enhance product iv i ty Compet ing in a g lobal knowledge economy, organiza t ions today are looking to de l iver enabl ing serv ices for agi le workforce management . Wipro , he lp you do jus t tha t wi th Sel f -Service , Col labora t ion and Knowledge Management . Many organiza t ions across geographies have benef i ted f rom the i r B2E Services wi th reduced opera t ing cos ts , s t reaml ined processes and enhanced employee product iv i ty . For ins tance , Wipro he lped a la rge u t i l i t ies organiza t ion in the UK wi th a backend independent B2E solu t ion to s t reaml ine and web- enable the i r ex is t ing people processes to improve employee p roduc t iv i ty . Backend Independent B2E solution to streamline exist ing processes The Customer One of the la rges t u t i l i t ies organiza t ion in the UK, th is organiza t ion , wi th about 14 ,000 s t rong work force wor ldwide , was looking to automate the i r people processes through employee and manager se l f -serv ice . They had not dec ided on whether to upgrade exis t ing PeopleSof t implementa t ion or move to SAP ERP The Chal lenge

In the organiza t ion , some of the processes were per formed manual ly whi le few others were automated through d ispara te sys tems in d i f ferent depar tments . Unders tanding current bus iness processes was d i f f icul t due to lack of documenta t ion . The proposed solu t ion had to suppor t d i f ferent opera t ing sys tems exis t ing . There was a to ta l lack of ownership of da ta due to poor in tegra t ion and d i f ferent vendors suppor t ing d i f ferent appl ica t ions Moreover , managing a cul tura l change in the way employees worked – some of the employees had

been us ing exis t ing sys tem or manual processes for more than 15-20 years - was a cha l lenge . The Solution The IT and HR teams f rom the cus tomer organiza t ion evalua ted a number of bes t of breed so lu t ions avai lable in the market and f ina l ly se lec ted i -Desk for e -Enabl ing the i r people processes over o thers because of some apparent advantages i - Desk would provide them. Organiza t ion could go for a phased deployment wi th i -Desk - based on open s tandards and proven s ta te of the ar t technologies ( J2EE, XML, JMS, JCA) I -Desk provided independence f rom the backend ERP – in tegra t ion was achieved us ing asynchronous ba tch updates g iv ing the organiza t ion the f lexib i l i ty to change backend ERP any t ime wi thout a f fec t ing se l f -serv ice appl ica t ions .

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Customized user in ter face enabled the organiza t ion to re ta in i t s corpora te in t ranet look and fee l and enforced corpora te b rand ing . i -Desk leveraged exis t ing inf ras t ruc ture such as Lotus based mai l ing sys tem for not i f ica t ions and LDAP for user authent ica t ion . Business intel l igence &data warehousing

Wipro’s success s tor ies in the area of Business In te l l igence and Data Warehousing span a wide spec t rum of so lu t ions and organiza t ions . Thei r team represents a pool of d iverse technology ski l l se ts inc luding Data Acquis i t ion , Data Qual i ty , Data Model ing , Meta Data Reposi tory , Data Management , Data Mining and OLAP. Wipro of fer our cus tomers the advantage of a r ich por t fo l io of reusable f rameworks , inc luding e -bus iness in te l l i gence , CRM Data Warehouse ,

e - serv ices : This fea ture a ims a t provid ing the answer to tha t vi ta l ques t ion: How ef fec t ive i s my e-bus iness? This i s e f fec ted through analyses of the ef fec t iveness of onl ine serv ices , measurement of cus tomer sa t i s fac t ion leve ls , ana lys is of cus tomer compla in ts , e tc . e -persona l i za t ion: This a l lows the def in i t ion of in te l l igent ru les tha t a re used to personal ize content based on v is i tors ' browsing behavior . Si te Management : This provides a se t of ana lyses tha t prov ide in s igh t s i n to web s i t e ac t iv i ty . Th i s i n t u rn he lps improve web s i te e f fec t iveness and manage fu ture growth. CRM datawarehouse A cus tomer cent r ic da ta warehouse tha t provides a uni f ied v iew of cus tomer da ta i s the backbone of any successfu l CRM appl ica t ion Thei r CRM Data Warehouse so lu t ion combines our exper t i se in CRM wi th extens ive exper ience in Data Warehousing. Thei r ana ly t ica l CRM Data Warehouse so lu t ion f ramework of fers t he fo l lowing: • In tegra ted cus tomer v iews across appl ica t ions , channels , geographies • Solut ion archi tec ture inc luding ODS and cus tomer cent r ic da ta warehouses to handle synchronous and asynchronous touch poin ts • Focus on Data Cleans ing , Match & Merge and ETL to in t eg ra t e cus tomers • Customer cent r ic da ta model to capture and t rack cus tomer product hold ing, product usage , contac t h is tory and events

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• A wel l def ined process model for des ign , development and implementa t ion • Phased i te ra t ive implementa t ion methodology Some key appl ica t ions suppor ted by th is f ramework are : • In tegra ted v iew of the cus tomer ( i r respect ive of the d i f ferent sources of informat ion)

• Campaign Performance Analys is

• Customer Segmenta t ion Analys is

• Customer Churn Predic t ion

• Customer Loyal ty Analys is

• Customer Prof i tabi l i ty Analys is

• Cross-se l l ing and Up-se l l ingEnterprise BI Consul t ing The abi l i ty to make fas t , re l iab le dec is ions based on accura te and usable informat ion i s essent ia l to most bus iness enterpr i ses . Wipro’s Enterpr i se BI (Business In te l l igence) Consul t ing provides in tegra ted so lu t ions tha t empower knowledge workers to access da ta f rom exis t ing product ion da tabases and appl ica t ions across the enterpr i se us ing the power of advanced da ta warehousing and dec is ion suppor t so lu t ions and serv ices . Bui ld ing an ef fec t ive BI so lu t ion involves a cons iderable amount of e f for t to ensure usabi l i ty and va lue to the bus iness enterpr i se . At Wipro we unders tand th is more than anyone e lse and make cer ta in tha t our BI so lu t ions are a l igned wi th the bus iness v is ion of the enterpr i se . We do th is through the BI Consul t ing f ramework which provides a roadmap, where in we Assess , S t ra tegize and f ina l ly Archi tec t so lu t ions tha t minimize projec t t ime f rames whi le address ing cr i t ica l bus iness needs . Wipro a lso of fers re -engineer ing serv ices of the BI archi tec ture and opt imiza t ion . Business Benef i t s : • Hard savings v ia Data Mar t consol ida t ion and us ing a common EBI/EDW infras t ruc ture . • Improved bus iness informat ion access for dec is ion making by providing s t reaml ined informat ion f low. • Reduced Tota l Cost of Ownership (TCO), thereby increas ing the Return on Inves tment (ROI) .

• Provides a p la t form for the Corpora te Performance Management (CPM) in i t ia t ives l ike Balanced Scorecard and In tegra ted Analyt ics . Value Del ivery f rom Wipro: • Ful l - t ime, dedica ted

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consul tants and

archi tec ts spec ia l iz ing in Enterpr i se BI Consul t ing & EBI/EDW Arch i t ec t ing . • Vas t exper ience in consul t ing ,

a rchi tec t ing , implement ing and managing la rge BI /DW projec ts across indus t r ies . • Comprehens ive Framework fo r Consul t ing and Arch i t ec t ing • Re-Usable Ar t i fac ts (guide l ines , templa tes , ques t ionnai re) • Archi tec ture Bes t Prac t ices • Seamless in tegra t ion of Consul t ing & In tegra t ion Services • Rich Exper ience in • End- to-end implemen ta t ion of Enterpr i se Data Warehouse • Enterpr i se Data Model ing • Enterpr i se Metadata Management ERP Analytics How do you maximize the ROI f rom your ERP sys tem? The answer to th is ques t ion might jus t l ie outs ide your ERP sys tem. The answer l ies in a sys tem tha t provides fas ter and consol ida ted v iew of enterpr i se-wide Informat ion and packs in the abi l i ty to f lexib ly analyze i t . Data Warehousing provides the answers wi th an appl ica t ion envi ronment cons is t ing of a dedica ted da tabase drawing on d iverse da ta sources , des igned to suppor t advanced query and analys is capabi l i t ies . Wipro of fer the ERP Data Warehouse so lu t ion to in tegra te s t ra tegic informat ion f rom ERP, legacy sys tems, and externa l da ta sources in to a robus t dec is ion suppor t envi ronment .

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The ir de l iverab les inc lude the fo l lowing: • Ref in ing the Data Warehouse / Data Mar t a rchi tec ture and Data Model • In t roducing da ta f rom new source sys tems to exis t ing Data Warehouses / Data Mar ts • Bui ld ing a sys temat ic process for expl ic i t capture and management of Metadata • In tegra t ing geographica l ly spread da ta warehouses on the same or d iverse p la t forms in to an Enterpr i se Data Warehouse • In tegra t ion of externa l vendor suppl ied da ta wi th the cus tomer ' s Data Warehouse / Data Mar t • In tegra t ion of var ious da ta (CRM, Web, ERP, Legacy da ta) in to exis t ing Data Warehouse / Data Mar t • Migra t ion and implementa t ion serv ices • Performance tuning and upgrades Supply chain intel l igence Appl ica t ion of BI to var ious Supply Chain Management (SCM) funct ions and product l i fe cyc les on a s t ra tegic sca le to opt imize the resul t s of these funct ions by means of enhancing the abi l i ty to produce cos t e f fec t ive products . Leading ERP and SCM sys tems have been proven useful in automat ion of t ransac t ion re la ted processes of the supply chain , however these sys tems have not provided the abi l i ty to adequate ly analyze the opera t ional e f fec t iveness across the supply chain . Current day supply chains a re ext remely complex envi ronments whose opera t ing s ta te can af fec t company 's abi l i ty to opera te e f fec t ive ly and prof i tably . I t has become essent ia l to c lose ly examine and measure the ef fec t iveness of supply chain processes in tak ing in te l l igent dec is ions . Supply Chain In te l l i gence (SCI) of fers the mechanisms tha t fac i l i ta te th is v iew. SCI requi res the abi l i ty to ana lyze products , processes , components , and mater ia l s . This demands a da ta in tegra t ion inf ras t ruc ture , which provides capabi l i ty to ext rac t , t ransform and load da ta acqui red f rom mul t ip le enterpr i se sources l ike : • ERP source da ta

• SCM source da ta

• CRM source da ta

• Customer da ta

• Suppl ier da ta

• Product manufac tur ing / tes t ing da ta

• Qual i ty management da ta

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• Shop f loor manufac tur ing da ta sources

• Legacy sys tem data sources

• Data f rom onl ine indus t ry t rading exchanges

• Market p laces & auct ion

• Demographics and market ing da ta purchased f rom th i rdpar ty da ta suppl ie rs . Wipro ' s consul t ing f ramework for SCI

inc ludes conceptua l iz ing , a rchi tec t ing and in tegra t ing so lu t ions . The serv ice spec t rum inc ludes

• Data Cleaning and ETL, Data Access ,

• Analys is and Repor t ing ,

• In tegra t ion wi th externa l da ta and bus iness da tabases ,

• Determinat ion of Key per formance indica tors .Apar t f rom these serv ice of fer ings Wipro a lso he lp cus tomers i n s t ra tegiz ing fo r rea l - t ime c losed loop

analy t ica l informat ion a id ing bus iness process opt imiza t ion and in t e l l i gen t dec i s ion -mak ing . TERADATA Terada ta So lu t ions How do you t rade of f be tween sca labi l i ty and per formance i ssues as Data Warehouse s ize grows f rom Gigabytes to Terabytes? The answer l ies in Wipro ' s so lu t ion of fer ing in Teradata Data Warehousing. I t i s a unique b lend of Wipro ' s exper t i se in Business In te l l igence so lu t ions and the power of the Teradata Database , which of fers a h igh degree of para l le l i sm, uses a s tandard access language for complex query per formance and promises a s impl i f ied adminis t ra t ion for a l l miss ion cr i t ica l appl ica t ions .

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Serv ices Wipro’s spec t rum of Services in Teradata Data Warehousing i s a tes t imony to the i r ex tens ive exper t i se in a rchi tec ture , des ign and implementa t ion of Data Warehousing solu t ions , us ing the Teradata p la t form. These Inc lude:

• Data Warehouse Planning Services

• Data Warehouse Design and Implementa t ion Services

• Data Warehouse Usage , Suppor t and EnhancementServices • Tool eva lua t ion & recommendat ion for Teradata Data Warehousing The Wipro Advantage: • Road map for Data Warehousing implementa t ion us ing Te rada ta • Harness ing our technology re la t ionships & a l l iances wi th leading vendors l ike Orac le , Informat ica , Cognos , Micros t ra tegy e tc . • Value for money solu t ion of fer ings based on our extens ive exper ience in Data Warehousing & Business In t e l l i gence f i e ld • Migra t ion serv ices f rom other Databases to Teradata • A team of Teradata Cer t i f ied Profess ionals BUSINESS PROCESS MANAGEMENT (BPM) Wipro ' s Business Process Management Framework An organiza t ions abi l i ty to adapt to fas t changing bus iness requi rements and i t s ab i l i ty to opt imize turnaround t imes def ines i t s compet i t iveness . Increas ingly Global opera t ions make bus iness processes more complex and organiza t ion management more chal lenging. Tradi t ional bus iness prac t ices need to keep pace and upgrade wi th newly evolving bus iness models to meet t ime and logis t ic cons t ra in ts such as reduced de l ivery t imes and h igher cus tomer serv ice leve ls . Business process automat ion holds the key to lower ing the cos t

Wipro ' s E-procurement and E-marketp laces group focuses on providing e-procurement serv ices and e-marketp lace so lu t ions tha t improve the ef f ic iency of Indi rec t Goods Procurement or MRO Procurement . I t a l so enables In terne t so lu t ions for market makers to provide a common pla t form for buyers and se l le rs to reduce purchas ing cos ts and share o ther va lue added of fer ings l ike payment serv ices , logis t ics , and fu l f i l lment . As a Cer t i f ied Ar iba Sys tems In tegra tor (CASI) par tner of Ar iba , Wipro he lps the i r c l ien ts formula te and implement a s t ra tegy to achieve cos t -savings for in i t ia t ives in th is a rea . Wipr io provide them wi th a comple te so lu t ion f ramework tha t per fec t ly re la tes to the i r indiv idual pa in areas . Also in t r ins ic in the i r approach in the prec ise roadmap tha t s ta r t s f rom

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cus tomized proto type development a t Wipro’s of fshore CoE, fo l lowed by r igorous assessment of cur rent envi ronment , going r ight through to imp lemen ta t ion and pos t imp lemen ta t ion suppor t . ENTERPRISE SECURITY WiproWebsecure™, a leading appl ica t ion secur i ty provider , i s an ident i ty and permiss ion inf ras t ruc ture product tha t of fers a whole range of appl ica t ion secur i ty fea tures and he lps organiza t ions leverage a s t rong re turn on the i r technology inves tments . WiproWebsecure™ also enables organiza t ions to p ro t ec t the i r web appl ica t ions , serv ices and on l ine t ransac t ions wi th cus tomers , par tners , vendors and employees . Reckoned as one of the most re l iable , ava i lable and serv iceable so lu t ion avai lable today, WiproWebsecure™ has been the chosen solu t ion of enterpr i ses across the g lobe in a wide range of indus t r ies . PACKAGE SELECTION AND IMPLEMENTATION Choosing the Right Package su i ted to your need can be a tough nut to c rack . Equal ly vexing i s package implementa t ion tha t can be expens ive and t ime-consuming. Wipro guides you

th rough ef fec t ive decis ion-making through

package evalua t ion and se lec t ion and then implement i t seamless ly to achieve des i red benef i t s . Wipro of fers package se lec t ion and sof tware implementa t ion serv ices across a l l t echnology domains l ike E-Business , ERP, SCM, CRM, Enterpr i se Appl ica t ion In tegra t ion , Data Warehousing, and Web Secur i ty . SYSTEM INTEGRATION I t s never been more chal lenging bui ld ing so lu t ions wi th myr iad of technology choices suppor t ing an ever-dynamic bus iness envi ronment The Breadth and Depth of our Sys tem Integra t ion Capabi l i t ies enables us to leverage your IT inves tments , minimize your r i sk and de l iver comple te

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sys tem in tegra t ion serv ices and solu t ions addressed to your unique bus iness needs . We combine complex technologies together wi th our proven processes to maximize compat ib i l i ty , in teroperabi l i ty and en te rp r i se wide in fo rma t ion in t eg ra t ion . Sys tem Integra t ion por t fo l io of fers : • Archi tec t , In tegra te and Manage cus tom appl ica t ion and informat ion inf ras t ruc tures • In tegra t ion of Sof tware and Hardware components • Network In tegra t ion • Enterpr i se Appl ica t ion In tegra t ion • Legacy to Web Migra t ion SUPPLY CHAIN MANAGEMENT Wipro provides comple te bus iness consul t ing and technica l in tegra t ion serv ices for supply chain management (SCM). Wipro’s years of exper ience in doing la rge-sca le ERP implementa t ions have cont r ibuted grea t ly to the i r e f for t s in th is a rea . Thei r Supply Chain so lu t ions are focused on he lp ing c l ients address key i ssues l ike Purchas ing , Inbound Logis t ics , Opera t ions , Warehouse Management , Outbound Logis t ics , and

Demand Management . Our SCM technology prac t ice provides exper t i se in so lu t ions l ike i2 , SAP and Orac le backed by exper ienced technica l and funct ional consul tants as wel l as cer t i f ied product exper ts . ENTERPRISE APPLICATION INTEGRATION Del iver ing the r ight product , a t the r ight t ime , a t the r ight p lace Achieving seamless in tegra t ion i s not a l l tha t easy as i t appears , as i t involves in tegra t ion of in terna l , home grown appl ica t ions , legacy sys tems wi th the externa l bus iness processes and sys tems. Wipro ' s exper t i se in the EAI space inc ludes spec ia l iza t ion on middleware products l ike MQSer ies , Seebeyond, webMethods , WebSphere , Tibco, Vi t r ia and Merca tor . Wipro has a lso developed an opt imized EAI Projec t methodology and product eva lua t ion f ramework based on work exper ience wi th la rge For tune 500 companies across indus t ry domains and geographies . Wipro i s one of the f i r s t IT consul t ing organiza t ions to recognize and develop the exper t i se requi red to implement in tegra t ion so lu t ions us ing EAI technology. This has he lped Wipro implement bus iness c r i t ica l EAI so lu t ions for a number of cus tomers , develop methodology, s tandards and templa tes to speed up projec t implementa t ions . Wipro ' s s e rv i ce o f f e r ings i n EAI p rov ides t he fo l lowing c l ea r cut benef i t s to any bus iness : Reduces sys tems/ IT to ta l cos t of ownership Maximizes inves tments in exis t ing sys tems

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Implements bus iness change in under ly ing informat ion technology sys tems Provides g lobal enterpr i se v is ib i l i ty of informat ion and bus iness processes

Funct iona l Ver i f i ca t ion

• Planning, Se tup and Execut ion

• HDL / C / HVL, Single or mixed mode

• Automated tes tbench crea t ion and tes t execut ion

• Asser t ion based ver i f ica t ion

• HW Proto typing Board des ignDes ign Implementat ion

• RTL coding in Ver i log/ VHDL

• DFT Logic Inser t ion and Opt imiza t ion

• Chip Vir tua l Proto typing

• Hierarchica l or f la t Phys ica l des ign

• Physica l Synthes is / Opt imiza t ion

• Signal In tegr i ty I ssue Prevent ion , Analys is and Repai r

• Physica l Ver i f ica t ion

• Sta t ic Timing Analys is

• Logic Equiva lence Checking

• ATPG/ tes t vec tor genera t ionSi l i con Val idat ion

• In ter face to Foundary , Tes t and Package Houses

• Diagnost ics and f i rmware

• Val ida t ion Board des ignProduct Eng ineer ing Support SOC Des ign SYSTEM-ON-CHIP

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Time- to -marke t p re s su re s and the need fo r i n t eg ra t ing more func t ions i n s i l i con i s fue l ing the SoC marke t ' s g rowth . A t Wipro , peop le l eve rage on an ex t ens ive in t e l l ec tua l p rope r ty ( IP ) po r t fo l io , sys t ems knowledge and expe r i ence wi th t echno log ie s l i ke ARM to t a rge t spec i f i c ve r t i ca l marke t s w i th Sys t em-on-Ch ip so lu t ions t ha t mee t a supe r se t o f app l i ca t ion needs . They have t rans la ted a decade of VLSI des ign exper ience in to a proven des ign methodology for complex SoCs. Wipro ' s SoC Center can jump-s tar t Sys tem-on-chip des igns wi th i t s product - ready SoC Archi tec ture Pla t form (SoC-

RAPToR™) tha t provides ear ly- to-market , h igh per formance des ign capabi l i t ies wi th the bes t chances of f i r s t - t ime s i l icon success . Wipro i s an ARM-approved th i rd par ty des ign center under the ARM ATAP™ Technology Access Program. Wipro’s por t fo l io of serv ices :

• Comprehens ive SoC des ign and implementa t ion

• Re engineer ing and re targe t ing serv ices

• SoC Per iphera l b lock des igns

• Core technology l icens ing

• Embedded Sof tware (OS Por t , Boot Code, Dr ivers ,F i rmware , Appl ica t ion Sof tware) A pla t form based solu t ion such as SoC - RAPToR consol ida tes two key requi rements of market readiness and des ign f lexib i l i ty . By us ing a predef ined p la t form, the des ign team s tar t s f rom a previous ly synthes ized and ver i f ied se t of funct ions . • Reduces overa l l des ign t ime, thus ga in ing t ime- to-market advantage . • A des ign tha t can be cus tomized to meet appl ica t ion spec i f ic needs by adding or removing any of the va l ida ted components or by adding 3rd par ty b locks . • User conf igurabi l i ty and des ign f lexib i l i ty to provide product ready reference archi tec tures for d ig i ta l audio p layers , handheld devices d ig i ta l cameras and o ther consumer appl ica t ions . FPGA Wipro o f fe r s FPGA Des igns a long wi th ou r Boa rd Des ign . Our VLSI t eam has good expe r t i s e i n des ign ing Mul t i - Mi l l i on ga t e FPGAs to t e s t t he comple t e l og i c func t iona l i t y i n a sys t em env i ronmen t much be fo re t he manufac tu r ing phase With increas ing Complexi ty of IC des igns , the need for thorough des ign ver i f ica t ion to ensure f i r s t t ime s i l icon success i s inevi table . In order to ensure Logic funct ional i ty in

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a Sys tem envi ronment , Wipro’s VLSI team offers the fo l lowing Proven Exper t i se in complex FPGA Designs • Extending upto 1 .5MN ASIC gates (XCV4000 device) • DDR SDRAM inter face ope ra t ing a t 160 MHz implemen ted in Vi r t ex FPGA • Use of Ver i log / VHDL for Des ign Ent ry • Physica l Synthes is based f low for h igh f requency des igns Exper ience in working on var ious leading FPGA vendors

• Exper ience in Xi l inx , Al tera , Acte l Devices

• Exper ience in Vir tex , Apex Ser ies of Devices

• XPERTS Par tnership wi th Xi l inxDef ined and proven FPGA des ign methodology & Guidel ines - EagleWis ion

• Es tabl i shed guide l ine for FPGA se lec t ion

• Proven methodology for t iming c losure

• Proven techniques for a rea opt imiza t ion and f i tment

• Establ i shed Guidel ine for ASIC to FPGA Convers ion

• Wipro ' s Ver i f ica t ion Envi ronment Crea t ion Tool - WAVe• R e u s a b l e R T L c o r e s a n d v e r i f i c a t i o n c o m p o n e n t s Other Services of fered are : -

• Board Design

• ASIC Design

• Turnkey Sys tem Design

• Fi rmware and Sof tware Development♦ SYSTEM SOFTWARE DEVELOPMENT • Operat ing Sys tems • Device Driver Development

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Business process outsourcing Customer Interact ion Services

• Finance and account ing services

• Payment services

• Industry Administ ra t ion Services

• HR Processing services

• Supply chain services

• Knowledge services

BUSINESS PROCESS OUTSOURCING – BPO As organiza t ions around the wor ld s t r ive to improve the qual i ty of the i r

processes whi le managing the i r bot tom l ines , Business Process Outsourc ing has become the new impera t ive . Wipro Spect ra mind, India ' s la rges t th i rd-par ty of fshore BPO provider , par tners wi th the i r c l ien ts to provide a fu l l spec t rum of BPO services cover ing a l l f ive leve ls : Data ent ry Rules-se t process ing Dec i s ion -mak ing Di rec t cus tomer in t e r f ace Exper t knowledge serv ices Wipro fur ther c lub i t s vas t IT so lu t ions exper ience of two decades and a d iverse domain exper t i se to serve For tune 500 cus tomers wor ldwide . For example , a leading For tune g lobal PC manufac turer chose Wipro Spect ramind for outsourc ing technica l suppor t to achieve s igni f icant cos t savings whi le improving and mainta in ing the qual i ty of serv ice de l ivery to i t s cus tomers Wipro’s Business Process Outsourcing portfol io includes end-to-end solut ions across a spectrum of industr ies SERVICE OFFERING ♦ Customer Interaction Services The cos t of acqui r ing a new cus tomer i s f ive t imes the cos t of re ta in ing an o ld one . And hence i t i s impor tant tha t your cus tomer in terac t ion i s managed in the bes t poss ib le way. Customer In terac t ion Services a t Wipro are ta i lored to provide super ior cus tomer in terac t ion and hence leverage every cus tomer re la t ionship to the fu l les t . Wipro’s por t fo l io inc ludes a whole gamut of cus tomer fac ing of fer ings inc luding 24/7 cus tomer suppor t through voice ( in-bound and

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out-bound ca l l s ) , e -mai l and web mediums, te lemarket ing serv ices , technica l suppor t serv ices and employee IT he lpdesk serv ices . Wipro serves mul t ip le indus t r ies

inc luding insurance , banks , f inancia l serv ices companies , re ta i le rs and OEM's . Cl ick on the l inks be low to v iew each serv ice of fer ing in de ta i l :

Cus tomer Suppor t Se rv i ces

Te lemarke t ing Se rv i ces

Techn ica l Suppor t Se rv i ces

IT He lp Desk Se rv i cesBENEFITS The key bene f i t s o f u s ing Wipro ’ s cus tomer in t e rac t ion serv ices inc lude:

Improved cus tomer serv ice leve ls

Reduced cus tomer suppor t /market ing cos ts

Higher sa les convers ion ra teEnhanced f lexib i l i ty to manage serv ice peaks andt roughs , product l i fecyclesHomogeneous , c lear ly def ined processes acrossgeographies Grea ter coverage and number of in terac t ions wi th cus tomers CUSTOMER SUPPORT SERVICES Wipro’s cus tomer serv ice of fer ings a ims a t c rea t ing a v i r tua l cus tomer serv ice center to manage cus tomer concerns and quer ies through mul t ip le channels inc luding voice , e -mai l and chat on a 24/7 bas is . Examples of th is inc lude cus tomers ca l l ing to check on the i r order s ta tus , cus tomers ca l l ing to check for informat ion on products and serv ices , cus tomers ca l l ing to ver i fy the i r account s ta tus , cus tomers ca l l ing to check the i r reserva t ion s ta tus e tc .

TELEMARKETING SERVICES

Col l a t e ra l ve r i f i ca t ion

Surrender Audi ts & Reins ta tementAccounts Receivable

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Account ing & Reconci l ia t ionCla im OverpaymentCustomer serv ice - voice /emai lCla ims Process ing Claim Set Up E l ig ib i l i t y Dupl ica t ion Val ida te ReservesMedica l Supplementa lProvider Excess ReinsuranceSpeci f ic Excess ReinsuranceAdjudica t ion Account Se t t lement Mortgage Processing Our mor tgage process ing serv ices of fer comprehens ive so lu t ions to the mor tgage sec tor mapping the comple te indus t ry bus iness processes ranging f rom bus iness acquis i t ion serv ices to col lec t ions . These inc lude: New Bus iness Acqui s i t i on Inbound/outbound enqui r iesLoan form data ent ryCol la tera l checksAppra isa l Ti t le Checks

Credi t checksProper ty va lua t ionTi t le checksProper ty Insurance checksLegal c learances

Underwr i t ing Di sbursement Credi t eva lua t ionAppra isa l amountChecks for a l l o ther suppor t ingMoney disbursementBi l l ing Servic ing Col lec t ions Maintenance Ear ly and overdue col lec t ion ca l l s

Asse t ManagementOverdue payments process ingAccount ing and reconci l ia t ionHR PROCESSING SERVICES Knowledge organiza t ions today rea l ize tha t employees are the back-bone of the enterpr i se and hence i t i s impera t ive tha t employee processes , espec ia l ly those impact ing employee re la t ions and employee sa t i s fac t ion need to be

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managed wel l . We provide a comprehens ive su i te of HR Process ing serv ices ranging f rom payrol l serv ices to benef i t s adminis t ra t ion to personnel adminis t ra t ion , h i r ing , recru i tment and t ra in ing . Our HR offer ings inc lude Payrol l services Receipt and analys is of payrol l da ta Repor t ing and payment of payrol l taxes Issuing payments (v ia check or e lec t ronic payment) and repor tsto employeesIssuing payments to th i rd par t ies ( for example , employee IRAs)and repor t ing of da ta to end userBenefits administration

Dist r ibut ion of hea l thcare and re t i rement p lan informat ion

Managing e l ig ib i l i ty

Answer ing ques t ions regarding coverage

As a responsib le corpora te c i t izen , Wipro i s deeply commit ted to the soc ie ty , in which i t l ives and work. This commitment takes the form of many in i t ia t ives . Some are out l ined here : Applying Thought in schools To Wipro , the fu ture of the soc ie ty depends on the abi l i ty of i t s ch i ldren to th ink analy t ica l ly and crea t ive ly , and be l i fe long learners . Wipro be l ieves tha t the convent ional educat ion sys tem is not equipping chi ldren wi th such abi l i t ies . Chi ldren must acqui re the sk i l l of how to learn , ra ther than be ing overwhelmed wi th a la rge amount of informat ion , and must enjoy the process of learn ing, so tha t what i s learn t i s re ta ined. The miss ion of the 'Wipro Applying Thought in Schools ' program is enhancing crea t iv i ty and problem solv ing ski l l s among chi ldren by ca ta lyz ing sys temic changes . Recogniz ing tha t the teacher has the most profound inf luence on a chi ld ' s learn ing abi l i ty , a t the hear t of Wipro’s program is teacher empowerment and re-ski l l ing . The teacher re -ski l l ing program was launched in May 2001, to provide comprehens ive t ra in ing on innovat ive teaching and assessment methods , and suppor t the i r ac t ive implementa t ion wi th in the c lassroom. Begun f i r s t in Bangalore , i t s success has enabled Wipro to take i t forward to o ther c i t ies in India . Wipro i s reaching out to parents in an a t tempt to change the i r wor ld-view of the purpose of educat ion . A program to t ra in parents i s be ing put together , to enable them to he lp the i r ch i ldren acqui re l i fe sk i l l s , and suppor t the changes be ing brought about in the school . The school management , inc luding the Pr inc ipa l , i s the in tegra l par t of the program to br ing about sys temic changes wi th in the school to c rea te an

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envi ronment for qual i ty educat ion . Wipro i s he lp ing the school management recognize spec i f ic sys temic changes and ass is t in i t s implementa t ion . As the program sca les up , Wipro would lead changes in the curr iculum and examinat ion sys tem. For acce lera t ing the sys temic changes a t the na t ional leve l , Wipro Forum on qual i ty in educat ion has been launched. The forum is in tended

to work as a p la t form for shar ing ideas and as a pressure group to br ing about sys temic changes . Promoting mind leaders At Wipro , a na tura l ex tens ion of "Applying Thought" was to promote the many ta lented youngsters in India , in the f ie ld of chess . Whi le Wipro took many promis ing youngsters under the i r wing, the i r ambi t ion saw f ru i t ion when P Har ikr i shna , a t 15 , became India ' s younges t chess Grandmaster . His v ic tory bore tes t imony to the fac t tha t "Applying Thought" i s not jus t a bus iness phi losophy, but a l so an approach to success in a l l human endeavor , be i t a t work or p lay . This has fur ther s t rengthened Wipro’s resolve to make India a chess superpower . And thus , Wipro i s nur tur ing f ive more budding ta lents in the fu ture .

Wipro i s h ighly sens i t ive to the impact of the i r bus iness ac t iv i t ies on envi ronment and soc ie ty . This i s re f lec ted in the measures taken to moni tor and cont ro l resources and ac t iv i t ies tha t in terac t wi th na ture and people Environment, health and safety pol icy Wipro i s commit ted to providing a safe and hea l thy work

envi ronment to a l l the employees and associa tes . This i s donewi th the he lp of su i table management sys tems tha t a re a imedat :

Prevent ion of acc idents

Conservat ion of na tura l resources

Prevent ion of pol lu t ion and hazards

Compl iance wi th legis la t ion and regula t ions tha t a rere levant to our organiza t ion Development of safe work prac t ices by regular t ra in ing to employees and suppor t s ta f f Per iodic review of sys tems and processes a imed a t cont inual improvement Wipro’s e f for t s to improve the i r s tandards cont inuously and put an ef fec t ive Envi ronmenta l Management Sys tem (EMS) in p lace has resul ted in them being awarded the ISO 14001 ce r t i f i ca t ion .

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This in e f fec t cer t i f ies tha t Wipro as an organiza t ion has a ser ies of in terna t ional s tandards for EMS, voluntary s tandards tha t es tabl i sh and objec t ive ly evalua te EMS, 'Process S tandards ' and not jus t 'Per formance Standards ' ,

a standardized and internationally recognized blue print for effective EMS and a frame work for setting and establishing EMS. Wipro env ironment in i t ia t ives are : - Wipro 's EMS in i t ia t ives a re des igned for opt imum ut i l iza t ion of na tura l resources and cons tant moni tor ing of envi ronmenta l impac t wh i l e p rov id ing se rv i ce . Some of the in i t ia t ives under th is umbre l la inc lude:

Energy audi t /Energy conserva t ion

Water management

Land contaminat ion management

Waste management

Employee hea l th and safe ty

Adopt ion of parks

Effec t ive s ta t ionery usage

Overcoming resource deple t ionBenef i t s The benef i t s of these in i t ia t ives a re : Products / serv ices a re processed under a cont ro l led envi ronment Reduct ion of energy consumpt ion by 10%

Bet ter moni tor ing and cont ro l sys tems Increased awareness among employees resul t ing in 38%reduct ion in food wastageQuar ter -on-quar ter reduct ion of 10% in water consumpt ion f romconservat ion measuresWIPRO RATING At a t ime when per formance can be the only rea l indica tor ofa company’s c redent ia l s , Wipro’s resul t s speak forthemselves . Ranked India ' s most va luable company byBusiness Today and 16th among the sof tware serv ices

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companies in the wor ld by Business Week, Wipro has had aCumula t ive Annual Growth Rate (CAGR) of 50% over the las tf ive years , exhib i t ing s tabi l i ty , prof i tabi l i ty and growth r ightf rom incept ion .St rong fundamenta ls l ike qual i ty , in tegr i ty , and supremecustomer serv ice have been the dr ivers of Wipro’s growth.Wipro i s convinced about the long- term value proposi t ion ofthe company - which i s based on the i r technica l depth , qual i tyleadership and an a t t rac t ive va lue for money proposi t ion .DIVIDEND TRACK RECORD AT WIPRO

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yea r Shares Outs tanding (mi l l ion) Dividend per share (Rs ) To ta l D iv idend (Rs mi l l ion) 19891 .84 2 .5 4 .6 19903 .70 2 .5 9 .2 19913 .70 2 .5 9 .2 19923 .70 2 .5 9 .2 19937 .40 2 .5 18 .4 19947 .40 2 .5 18 .4 199515 .30 2 .5 38 .20 199615 .30 2 .5 38 .20 199715 .30 2 .5 38 .20 199845 .83 1 .5 68 .70 199945 .83 1 .5 68 .70 2000229 .16 0 .30 68.70 2001232.44 0 .50

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116.22 WIPRO INNOVATION One of the four values articulated in Wipro’s Promise statement, Wipro believe innovation is a critical factor in fuelling our growth. At Wipro, innovation is defined as the implementation of a new idea that results in a marketable product or service. This definition ensures that creative brilliance is converted to business realities as a result of strong processes and focused initiatives. Wipro has realized significant business value from targeted and focused innovation programs — the benefitsof which have been passed on to our customers. This enterprise-wide focus on innovation has led to importantself-sustaining initiatives that include Flow-Brix for the publishing industry and Home Gateway, Wipro’sresidential gateway solution. Wipro’s innovation process comprises:Theme labsAt Wipro, innovation happens around selected core themes that are strategic to them. Each theme has a themelab targeted towards IP or component development. Some core themes that we have taken up include: Home ne twork ing Knowledge management & co l laborat ion Content commerce

conver t ing them in to marketable serv ices , sa id Wipro Infotech genera l manager Ani l K Ja in . With th is , Wipro Infotech has put together a 20-member spec ia l team who 's so le responsib i l i ty wi l l l ie in genera t ing ideas based on market t rends and cus tomer requi rements which wi l l bo th cont r ibute towards be t te r

cus tomer sa t i s fac t ion and become a revenue-genera t ing bus iness prac t ice . Take for example , Wipro Infotech ' s IT Opt imisa t ion prac t ice . This prac t ice which i s now par t of our consul t ing bus iness was a resul t of our Innovat ion programme. We ar r ived a t a formula , which could audi t the cus tomer’s inf ras t ruc ture and opt imise i t for h im. This i s now a regular pa id- for consul t ing prac t ice a t Wipro Infotech , Mr Ja in says . The whole team gets to work knowing fu l ly wel l tha t a par t icular process may or may not work . So the inherent r i sk e lement i s fac tored in and the top management commits resources a f te r unders tanding tha t . On the spec i f ics of the approach the ent i re process of idea t ion/ innovat ion i s d iv ided in to f ive ga tes s ta r t ing wi th the Idea Gate where the idea t ion happens . This i s fo l lowed by the Evalua t ion Gate where the idea proposed i s put through r igorous analys is . Once an idea i s passed on f rom th is s tage , next fo l lows the Commitment Gate where the resources to the projec t a re

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commit ted . F ina l ly i t ' s the Volume Gate where the prac t ice i s launched and becomes par t of the normal . WIPRO’s VALUES Their va lues a re ext remely impor tant to them and form the bedrock of the i r v is ion and p lans . Values are an in tegra l par t of Wipro cul ture and present a common face to our cus tomer . The four Wipro va lues : Human Values , In tegr i ty , Innovat ive Solut ions and Value for Money are encapsula ted in the i r promise to the cus tomer and in our ident i ty . These va lues shape our th inking, our behaviour , our cul ture and how we come across to our cus tomers , par tners and to the wor ld a t l a rge .

CHAPTER-6 CONCLUSION & SUGGESTIONS

CONCLUSION At Wipro Spect ramind, our years of exper ience wi th thewor ld ' s leading companies have he lped us unders tand howtechnology can he lp g lobal bus inesses meet the i r needs .Wipro Spect ramind Service Del ivery ModelFor BPO projec ts , Wipro fo l low the Wipro Spect ramindService Del ivery Model , which i s a robus t ly def inedframework to manage the comple te BPO process migra t ionand t rans i t ion management and has been developed based onthe exper ience ga ined f rom migra t ing more than 390 remotebus iness processes to India over the pas t ten years . Thisproven serv ice t ransfer p la t form is des igned to ensure processin tegr i ty and minimize inherent migra t ion r i sks .The model inc ludes a t r ied and tes ted Trans i t ion Toolki t tosuppor t t rans i t ion management by ensur ing tha t there i s adocumented methodology wi th formats , tools , guide l ines andpas t learn ing’s in p lace to a id the t rans i t ion team in de-r i sk ing the t rans i t ion of a cus tomer ' s processes and reducingthe pa in of migra t ion as much as poss ib le . A coordina tedprojec t management sys tem captures c r i t ica l c l ien tdocumenta t ion and incorpora tes an extens ive knowledge basetha t ass i s t s the t rans i t ion management team in unders tanding,dupl ica t ing , and migra t ing miss ion-cr i t ica l bus inessprocesses . The model has four key s tages , as shown in the d iagram belowand the objec t ives , ac t iv i t ies , sk i l l s and responsib i l i t ies a teach s tage are d i f ferent

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SUGGESTIONS With a re lent less focus on qual i ty & processes , Wipro has se t in terna t ional benchmarks in execut ion excel lence tha t has t rans la ted in to measurable bus iness benef i t s for the i r cus tomers . Wipro of fer the i r c l ien ts the advantages of : 360-degree solutions From s t ra tegy to execut ion , Wipro has the capabi l i t ies to provide the i r cus tomers wi th seamless , one-s top so lu t ions . Be i t ge t t ing c loser to the i r cus tomers or ge t t ing products to market , Wipro address the ent i re spec t rum of technology needs . Quality leadership With an in tegra ted qual i ty approach of S ix Sigma, SEI CMMi Level 5 , SEI CMM level 5 , PCMM Level 5 and ISO 9000, Wipro have se t in terna t ional benchmarks in qual i ty . However , they never los t s ight of the fac t tha t th is focus on qual i ty must u l t imate ly t rans la te in to benef i t s for the i r cus tomers : Pos t - re lease defec ts a t 0 .2 per KLOC, amongst the lowest in the indus t ry

91% projec ts comple ted on schedule as opposed to an indus t ry average of 55%

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98.5% reques ts serv iced on t ime Product iv i ty ( loc /person day) of 74% as opposed to an indus t ry average of 58% Measurable business results The pr imary dr iver for IT outsourc ing i s va lue and Wipro f i rmly be l ieve tha t the de l ivery of th is va lue must be through measurable bus iness resul t s . Wipro have cons is tent ly exceeded cus tomer expecta t ions by de l iver ing on ca lculable parameters , be i t lower cos ts , quicker t ime- to-market or grea ter product iv i ty . 7 5 % f a s t e r t i m e - t o - m a r k e t3 5 % c o s t s a v i n g s3 5 % p r o d u c t i v i t y e n h a n c e m e n t sProven track record

W h e n W i p r o t a l k s a b o u t d e l i v e r i n g v a l u e , t h e y b a c k i t w i t h a p r o v e n t r a c k r e c o r d t h a t s p a n s c u s t o m e r s a r o u n d t h e g l o b e . C h e c k t h e s e f a c t s : 8 5 % c u s t o m e r a r e " m o r e t h a n s a t i s f i e d " w i t h W i p r o s e r v i c e 3 0 0 c l i e n t s ( 5 0 o f t h e m a r e F o r t u n e 5 0 0 c o m p a n i e s ) C u s t o m e r s a t i s f a c t i o n i n d e x o f 4 . 2 o n 5 . 0 L a r g e s t o r d e r t h r o u g h c u s t o m e r r e f e r r a l WIPRO FLUID PLANS EXPANSION TO CHINA, RUSSIA AND S.A. Encouraged by the good response i t has genera ted so far incer ta in overseas markets , Wipro Flu id Power , the engineer ingdivis ion of Wipro today sa id i t would expand opera t ions toChina , South Afr ica and Russ ia . "We are explor ing someoverseas markets l ike South Afr ica and Russ ia to se l l ourproducts . Our next ta rge t wi l l be China ," WFP pres ident MSeethapathy Rao sa id .WFP, one the o ldes t d iv is ions of i t so lu t ions provider major Wipro , was the second in l ine dur ing i t s t ransformat ion f rom a consumer durable company to i t major . I t i s India ' s top f lu id power company wi th a leadership pos i t ion in hydraul ic cyl inders and t ruck t ipping sys tems. They are a l ready expor t ing the bulk of our products to Japan, Thai land and some other count r ies . As par t of the spec ia l emphas is on expor ts we are a lso explor ing new markets ," the pres ident sa id . Rao sa id the d iv is ion was now cont r ibut ing over Rs 100 crore in the to ta l turnover of Wipro . About f ive per cent of th is came f rom expor ts . They hope

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tha t the share of expor ts in our to ta l turnover wi l l be over 15 per cent dur ing the next 18 months . Rao sa id WFP was perhaps the only company in the f lu id power bus iness in India to have a s t rong in-house des ign cent re backed up by a comprehens ive and modern manufac tur ing base suppor ted by extens ive qual i ty sys tems and an a l l - India suppor t ne twork of sa les and serv ice .

BIBLIOGRAPHY BOOKS:- • Kothar i , C .R . Research Methodo lgy , 3 r d Edi t ion , 1997 , V ikas Publ i ca t ion House Pvt . Ltd . , New De lh i . Webs i t e s : -

www.wipro techno log ie s . com

www. ind iabu l l s . com

www. ic i c id i r ec t . com

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