A PROJECT REPORT ON

ROLE OF WIPRO IN INTERNATIONAL MARKETING SUBJECT: -INTERNATIONAL MARKETING M.COM PART: - II SEM: - III
PROJECT AT

M.L. DAHANUKAR COLLEGE OF COMMERCE

SUMITTED BY

AJAY D KANDU ROLL NO: 25

UNDER THE GUIDANCE OF

PROF. K.S. FULMALI

DEPARTMENT OF M.COM M.L.DAHANUKAR COLLEGE OF COMMMERCE (AFFILATED TO MUMBAI UNIVERSITY) VILE PARLE (EAST) - 400 057

DECLARATION
I Ajay d kanduof Parle TilakVidyalay Associations. M.L. Dahanukar Collage of Commerce of M.Com (part-II) (semester-III), hereby declare that, I have completed this project ROLE OF WIPRO IN INTERNATIONAL MARKETING on2013-2014 in the academic year 2013-2014. The information submitted is true and original to the best of my knowledge.

Signature of Student

ACKNOWLEDGEMENT
I would like to express my sincere gratitude to my faculty, Prof. K. S. Fulmali, who gave me her valuable time in providing precious guidance and suggestion in improvement at every stage of the study.

I would also like to thanks my friends who always coordinated with me in preparing such a valuable report and without them this report may not have come into the light of day.

And lastly but not least I would like to express my sincere gratitude to my parents who always Supported and boosted my moral throughout the course of this study.

INDEX
SR. NO. 1 2 3 4 5 6 7 8 9 TOPICS INTRODUCTION WIPRO VISION IT SERVICE OFFERING BY WIPRO WORLD WIDE IT SERVICES & BPO MARKET APPLICATIONS MANAGEMENT BUSINESS PROCESS MANAGEMENT CUSTOMER RELATIONSHIP MANAGEMENT SUPPLY CHAIN MANAGEMENT CONCLUSION PAGE NO. 5 6 8 10 16 30 31 32 34

INTRODUCTION

OVERVIEW Wipro Technologi es is the global technology services division of Wipro Ltd. (NYSE:W IT).Wipro offers a full portfolio of services across industries, delivering measurable business benefits for their customers with six sigma consistency. HISTORY Founded in 1 945, Wipro has diversifi ed into Information Technology, Consumer Care and Lighting, Engineering and Healthcare. Wipro's diversification into IT happened in 1980 and since then there has been no looking back. Wipro had revenues of USD 736Mn in March 2002.

WHO IS WIPRO R anked as 7t h best soft ware se rvi ces co m pan y i n t he worl d b y Busi ness W eek ( Infot ech /00, Novem ber 2002), W ipro serves over 300 global leaders including Boeing, Nationwide, Ericsson, Toshiba, Cisco, Seagat e, Putnam Investments, United Technologi es, Best Bu y, Di gital, Friends Provident, IBM, Microsoft, NCR, Thames Water, Transco and Sony. From the first day in dealing with Wipro, there's been nothing but quality, character, highest integrity, highest quality work. As a joint venture, you woul dn't find a bett er part ner. As a s uppli er, you wouldn't find a hi gher quality partner.

DISASTER RECOVERY PLANNING

An estimated 94% of companies without a tested crisis plan go out of business after a severe loss of service. With increased dependency on IT Infrastructure to run business effectively and efficiently, organizations need to know how to pro tect the business if the IT Infrastructure fails. 'Disaster -Recovery Plans' articulate the means to protect organizations in case of such eventualities.

WIPRO VISION IN 2009

Business Leadership Among the top /0 Information Technology Services companies globally and / Information Technology company in India. People Leadership Am ong t he t op / 0 m ost prefer red em pl o ye r s gl obal l y b y cre at i ng an environm ent of empowerm ent, i nt el l ect ual chall enge and weal th shari ng. Brand Leadership Wipro Brand to be among the top 5 most admired brands in Tndia Six Sigma, SET CMM, PCMM and CMMi to deliver measurable business benefits with enhanced productivity upto 35%, cost savings upto 35% and faster time-to-market upto 75%. IT services Application Development & Maintenance

 Architecture Consulting Business-tO-employee(B2E) solution Business intelligence &data warehousing Business Process Management (BPM) Content Management Customer relationship management (CRM) E-Business Enterprise resource planning (ERP) E-procurement & b2b Marketplaces Enterprise security Package selection and implementation System integration Supply chain management Enterprise application integration Technology infrastructure services

IT SERVICE OFFERING BY WIPRO L Application Development & Maintenance Des i gni n g and deve l opi ng i nnovat i ve s ol ut i ons i s W i pro's fort e. W i t h / 5 years of experience in application development, Wipro creative ideas, proven frameworks and experienced professionals deliver ground -up, but state of the art software solutions that address customer needs. Wipro combines best -ofbreed Wipro has developed powerful EAT systems that integrate business strategy with technology.

Application maintenance Wipro offers its clients, 24x7 application sustenance and enhancements. They have over /0 years of experience in remote maintenance of IBM mainframe and Client/Server applications. Our 5000 -person year's expertise covers a wide range of applications, which are remotely maintained through Offshore Development Centers in India. Architecture Consulting To deliver the expected returns to a business, IT initiatives need to be in synergy with an organizations strategic objectives. Wipro's Enterprise Information Architecture services help clients assess different technology strategies so that organizations are able to align their technology initiatives with their business strategy.

Weave Methodology W i pro wi t h it s proven ex peri ence has d evel oped W eAVe, a uni que methodology that helps enterprises to align their IT objectives with business goals. Wipro's Evolve / Architect / Validate (WeAVe) process model represents the typical base m ethodology used in the consulting engagements with clients. This is a proven methodology that brings in the best practices in the technology areas as well as optimizes the cost factors by its ability to offshore a lot of work in different phase

WORLD WIDE IT SERVICES & BPO MARKET

Since its origin in the 1960s, the IT services and the BPO industry have evolved into a truly global industry that substantially influences the way both large and small enterprises use information technology and outsource key business processes. At its inception, an IT service was primarily limited to simple outsourcing tasks like managing third party mainframe servers. Today, IT services ranges all the way from managing basic IT and network infrastructure to managing critical business processes for customers. IT Services

IT services includes consulting, developing, implementing and maintaining custom and package software, management of physical infrastructure like desktop computers, servers, data storage and voice and data networks, and support for hardware / software / network products. Business Process Outsourcing BPO includes outsourcing of key business processes like finance and accounting, billing, HR management, payroll, contact center, etc. to third party service providers. Substantial changes in the industry dynamics that affect the IT services and BPO business. From a demand side perspective the buyers have become much more sophisticated in their buying behavior, while from a supply side perspective the entry of new players with global delivery models has made the industry extremely competitive. Demand Side Trends Globally, the demand for IT services and BPO for 2007 is estimated at more than US$ 600 billion - a substantial market. The market growth through 2009 is expected to be at a compound annual growth rate (CAGR) of around 7%, down somewhat from the /4% growth that was witnessed in the 1990s.This drop is mainly attributed to the 200/ burst of the dot-com bubble, after which the market slumped to a meager growth rate of 3%, from which it has slowly climbed back to 7%. 1.2 Service Offerings of IT Services BPO Companies:-Withinthis market mostindustry players are currently offering six primary services. Out of these six services, two fall under the BPO category and four under the IT services category. 1-Business process consulting 2- Business transformation and process outsourcing

IT Services

1. Application professional services. 2. Infrastructure and network related professional services. 3. Hardware /Software/network product support. 4. IT outsourcing of applications, desktops, servers and networks.

1) Business Process Consulting

Business process consulting services are advisory services that influence the adoption of IT in enterprises. These business consulting services are intended to improve business operation efficiency, transform established business or create new business via IT. Business consulting activities include corporate strategy planning, review of business plans, business process analysis or re-engineering, and business requirements analysis, as well as change management and organizational consulting pertaining to the adoption of IT solutions.

Market Potential & Trend

The current size of the business process consulting segment is US$ 25 billion and the segment is expected to grow annually at 3%. While the growth in this service line is low, this is considered the entry point for building strong relationships. Most companies in the industry are constantly trying to build this capability.

2) Business Transformation Outsourcing (BTO) Business transformation outsourcing comprises transfer of responsibility for the ongoing management and execution of an activity. In such situations, the outsourcer typically takes endto-end ownership of a specific business process like HR, finance and accounting or customer care and transforms the process to capture savings.

a) Business Process Services (BPS) Business process services are related to the outsourcing of a process or a function (without transformation) to capture economies of scale. In such cases, the fixed assets and / or personnel are some times transferred to the outsourcer. Business process transaction management is a component of BPS, which includes transaction processing services that provide IT operational support for specific types of transactions, such as for credit / debit cards, payroll, check processing and healthcare. Market Potential & Trend

Overall BTPO is currently a US$ /45 billion market, 60% of which is in the US. Projected to grow at //% annually, this segment is expected to have the highest growth within the entire IT services and BPO market. Also, compared to the overall IT services market, this segment is much more consolidated, with the top five process outsourcing service providers holding around 35% of the market in North America.

3. Application Professional Services

a) Custom Application Development:--

Custom application development services create new functionalities for customer developed and packaged applications. Application development frequently serves to integrate or link internal / external business processes. These services may include converting applications to run on different platforms or architectures. b) Systems I ERP Integration:--

Integration services are detailed design, implementation and IT management services to link applications (custom or packaged) to each other or to an existing / planned IT infrastructure. Activities include migration, upgrades, etc., detailed design and implementation of application programming interfaces. Market Potential &Trend

The current size of the application professional services market is around US$ / billion worldwide with an annual growth rate of 4%.

A few of the major trends that are affecting the market and putting pressure on demand and margins are: Software spending is shifting from broad packages to niche applications and internal development toolkits. Improvement in productivity is expected by in sourcing and globally delivered services at lower costs (e.g. a US internal IT employee cost. Companies with global delivery models enjoy significant cost advantages and improve quality of

delivery substantially. It is expected that more than half of all application services could eventually migrate to a global delivery model.

4) Infrastructure & Network-Related Professional Services

These services are advisory services that help clients assess different technology strategies. In doing so, these services help customers align their technology strategies. With their business or process strategy. These services support customers' IT initiatives by providing strategic, architectural, operations and implementation planning.

Market Potential &Trend

The size of the infrastructure and network-related professional services market is estimated at -US$ 50 billion worldwide, with a 7% annual growth.

Growth in these services is largely driven by distinct events in the corporate world that require changes in IT and network systems. Some of these events are:-

Regulations that require increased security and privacy levels.

Emergence of new technologies like RFID that require an overhaul of existing systems.

5) Hardware I Software I Network Product SupportHardware / Software / Network Product Support" support segment comprises the two following sub-segments:Installation & Maintenance: -This segment supports the implementation and roll out of new hardware infrastructure, applications and / or network products. Activities may include hardware and software procurement, configuration, staging, installation and interoperability testing. In addition to implementation, this service also involves providing ongoing support for these assets to ensure high availability and functionality.Training and Educational Services: These services are educational services related to information systems or infrastructure deployed as part of a professional services engagement. These include the onsite or remote transfer of knowledge regarding the use, best practices, concept skills and change management of the information system. These services do not include training and certification education. Market Potential & Trend

Product support accounts for a -US$ /30 billion market globally, and is expected to grow to US$ /50 billion by 2009, at an annual growth rate of around 4%. A few areas like network related support and software support are expected to have a much higher growth than others like hardware maintenance and support.

. IT Outsourcing- Applications, Desktops, Servers & Networks

This segment comprises the following sub-segments:-

Applications Management: Includes a wide variety of services, processes and methodologies for migrating, maintaining, enhancing and managing both custom and packaged software applications.

1. End User Device Management: Involves procurement and management of software and hardware assets like desktop, laptop, PDAs, printers, faxes, etc.

2. Network Management Services: Includes management of the voice and data network and all associated hardware and software assets

3. Hosting Services: Involves hosting of mainframe, midrange and web servers in a secure location, offsite and onsite. It involves procuring the hardware and software, building up the requisite data enter and providing the network connectivity. Service providers take on the responsibility of keeping the server secure and monitoring it continuously to ensure high availability.

5. Helpdesk: Includes centralized information and support management services to handle a company's internal queries and operational problems about IT related processes, policies, systems and use. Services include hardware and software support, logging on problems, dispatch of service technicians and parts, training coordination and other IT related issues.In addition to these services, companies with global delivery models are now offering infrastructure management services, where the labor-intensive parts of desktop, server and network management can be from low cost countries.

Market Potential & Trend:-" IT outsourcing accounts for a US$ /60 billion market and is expected to grow to more than US$ 2/0 billion by 2009 at a CAGR of -7%. Though revenues continue to grow in this sector, operating margins have declined rapidly. Forces that will continue to put pressure on service provider margins in this segment are: Enterprises continue to take costs out themselves before turning IT operations over to providers, reducing the profit available to IT outsourcers.

Enterprises are narrowing the scope of their IT outsourcing contracts and using third party professionals to negotiate contracts.

Contract lengths are shrinking, while sales cycles continue to lengthen, with enterprises renegotiating contracts before the expir.

Wipro's

B2E

Services

help

organizations

establish

an

agile

collaborative

workforce to enhance productivity Competing in a global knowledge economy, organizations today are looking t o deli ver enabl ing services for agil e workforce m anagem ent. W ipro, help y o u d o j u s t t h a t w i t h S e l f - S e r v i c e , C o l l a b o r a t i o n a n d K n o w l e d g e Management. Many organizations across geographies have benefited from their B2E Services with reduced operating costs, streamlined processes and enhanced employee productivity. For instance, Wipro helped a large utilities organi z at i on i n t he UK wi t h a backend i ndependent B2E sol ut i on t o streamline and web- enable their existing people processes to improve employee productivity.

The Challenge In the organization, some of the processes were performed manuall y while f e w o t h e r s were automated through disparate systems in different departments.

Understanding current business processes was difficult due to l ack o f docum ent a t i on. The propos ed sol ut i o n had t o support di ffer ent operating systems existing. There was a total lack of ownership of data due to poor integration and different vendors supporting different applications Moreover, managing a cultural change in the way

employees worked - some o f t h e em pl o ye es had been us i ng ex i st i ng s ys t e m or m anual process es fo r more than /5-20 years - was a challenge. The Solution The IT and HR teams from the customer organization evaluated a number of best of breed solutions available in the market and finally se lected i-Desk for e-Enabling their people processes over others because of some apparent advantages i- Desk would provide them.Organization could go for a phased deployment with i -Desk - based on open standards and proven state of the art technologies (J2E E, XML, JMS, JCA)I- De s k pr ovi de d i nd ep en d e nc e f rom t h e b a ck e nd E R P - i nt e gr at i on wa s ac hi ev ed u s i n g as yn c h ro no us b at ch upd at es gi vi n g t h e or ga ni z at i o n t h e flexibility to change backend ERP any time without affecting self-service applications.Customized user interface enabled the organization to retain its corporate intranet look and feel and enforced corporate branding.i-Desk leveraged existing infrastructure such as Lotus based mailing system for notifications and LDAP for user authentication.

Business intelligence &data warehousing W i p r o 's s u c c e s s s t or i e s i n t h e a r e a o f B u s i n e s s In t e l l i ge n c e a n d D a t a W arehous i ng s pan a wi de sp ect ru m of sol ut i ons and organi z at i ons. Thei r team represents a pool of diverse technology skill sets including Data Acquisition, Data Quality, Data Modeling, Meta Data Repository, Data M a n a g e m e n t , D a t a M i n i n g a n d O L A P . W i p r o o f f e r o u r c u s t o m e r s t h e advantage of a rich portfolio of reusable frameworks, includingCybermineis a comprehensive framework that enables e- business i nt el l i ge nc e fo r or gani z at i ons . It

provi des powe rful busi ness i nsi ght s a nd helps them build lasting relationships with customers.

Cyber mine offers a framework and methodology for

Data Cleaning and ETL Data Access, Analysis and Reporting Integration with external data and business databases Cyber

mine's features include:

E-customer Analytics: Organizations are provided with a Precise, 360 degree view of online customers. Customers are profiled based on their demographics, browsing behavior, purchase history, etc. This helps in the measurement of customer attrition rate, customer profitability, etc.

e-marketing and e-sales: This feature allows organizations to develop focused marketing strategies to target customers effectively. Target marketing is enabled through analyses of market segmentation, cross -sell/upsell opportunity identification, lead qualification, measurement of online campaign effectiveness, prediction of customer propensity to buy, shopping cart analysis for product/category management and measurement of sales organization performance. E-services: This feature aims at providing the answer to that vital question: How effective is my e-business? This is effected through analyses of the effect iveness of

online s ervi ces, m easurem ent of cust om er sat isfact ion levels, analysis of customer complaints, etc.

e-personalization: This allows the definition of intelligent rul es t hat are used t o pers onal iz e cont ent based on visit ors' browsi ng behavior.

Site Management: This provides a set of analyses that provide insi ght s i nt o web s i t e act i vi t y. Thi s i n t ur n hel ps i m prove we b si t e effectiveness and manage future growth. CRM datawarehouse A customer centric data warehouse that provides a unified view of customer data is the backbone of any successful CRM application Their CRM Data W a r e h o u s e s o l u t i o n c o m b i n e s o u r e x p e r t i s e i n C R M w i t h e x t e n s i v e experience in Data Warehousing. Their anal ytical CRM Data Warehouse solution framework offers the following:

Integrated customer views across applications, channels,

geographies

Solution architecture including ODS and customer centric data warehouses to handle

synchronous and asynchronous touch pointsFocus on Data Cleansing, Match & Merge and ETL to integrate customers

Customer centric data model to capture and track customer

product holding, product usage, contact history and events

A well defined process model for design, development

 Phased iterative implementation methodology

Integrated view of the customer (irrespective of the different sources

of information)

Campaign Performance Analysis Customer Segmentation Analysis Customer Churn Prediction Customer Loyalty Analysis Customer Profitability Analysis Cross-selling and Up-selling

Enterprise BI Consulting The abilit y to make fast, reliable decisions based on accurate and us abl e i nform at i on i s essent i al t o m ost busi ness ent erpri ses. W i pro's E n t e r p r i s e B I ( B u s i n e s s I n t e l l i g e n c e ) C o n s u l t i n g p r o v i d e s i n t e g r a t e d solutions that empower knowledge workers to access data from existing production databases and applications across the enterprise using the power of advanced data warehousing and decision support solutions and services. Building an effective BI solution involves a considerable amount of effort to ensure usability and value to the business enterprise. At Wipro we understand this more than anyone else and make certain that our BI solutions are aligned with the business vision of the enterprise. We do this through the BI Consulting framework which provides a roadmap, wherein we Assess,Strategize and finally Architect solutions that minimize project time frames while addressing critical business needs. Wipro also offers re-

engineering services of the BI architecture and optimization.

ERP Analytics How do you maximize the ROT from your ERP system? The answer to this question might just lie outside your ERP system. The answer lies in a system that provides faster and consolidated view of enterprise wide Tnformation and packs in the abilit y to flexibl y anal yze it. Data Warehousing provides the answers with an application environment consisting of a dedicated database drawing on diverse data sources, designed to support advanced query and analysis capabilities. W i pro offer t he ERP Dat a W arehouse sol ut i on t o i nt egrat e st rat e gi c i nform at i on from ER P , l e ga c y s ys t em s, and ex t ernal dat a sou rces i nt o a robust decision support environment. Wipro Offerings

Process model for building and implementing the ERP

data warehouse solution

Customized solutions using leading data warehousing

tools and ERP product suites like SAP Business Tnformation Warehouse The Wipro Advantage

Flexible, cost-efficient and surefire ERP analytical solution based on

strong data warehousing and ERP fundamentals

High performance, scalable and extensible solution through best-ofbreed technologies and robust architecture

Faster development through an established frameworkfor implementation of ERP data

warehouse projects

Leveraging our technology relationships with leading players

like SAP, Oracle, Informatica, Cognos, etc.

Managed services BI&DW Managed Services from Wipro: The need for Managed Services In a short space of time, many organizations have realized the strategic bus ines s rewards of pl aci ng al l or part of t hei r IT function and Busi ness P rocesses i nt o t he hands of a s peci al i s t Mana ged S e rvi ces suppl i er. Thi s allows them to concentrate on what they know best - their core business and how to maximize performance while minimizing costs. Managed Services has b ecom e cent r al t o t he busi ness st r at e gy o f m an y or gani z at i ons and al l t oo often defines how well a company can compete in the global market place. One of the key areas where many customers are looking for IT support is in the area of Data Warehousing & Business Intelligence. With our extensive experience in data warehousing applications and infrastructure management, w e h a v e l e v e r a g e d o n t h e s k i l l s e t s a c q u i r e d t o o f f e r c l i e n t s D W & B I Managed Services

Application of BI to various Supply Chain Management (SCM) functions and product l i fe c ycl es on a strat egi c scal e t o optim iz e t he result s of t hese fun ct i on s b y m e an s o f e nh an ci n g t he ab i l i t y t o p ro d uc e cos t e f f ec t i v e pr odu ct s. Le a di n g ER P a nd S C M s ys t e m s h av e b ee n p ro ve n u s ef ul i n aut om at i on of t rans act i on rel at ed proc esses of t he suppl y cha i n, howeve r these systems have not provided the abilit y to adequatel y anal yze the operational effectiveness across the suppl y chain. Current day suppl y chains are extremel y complex

environments whose operating state can affect company's ability to operate effectively and profitably. It has become essential to closely examine and measure the effectiveness of supply chain processes in taking intelligent decisions. Supply Chain Intelligence (SCI) offers the mechanisms that facilitate this view. S C I requi r es t he abi l i t y t o anal yz e prod uct s, processes, com ponent s, and m at eri al s . Thi s dem ands a dat a i nt e grat i on i nfrast ruct ur e, w hi ch provi des capability to extract, transform and load data acquire d from multiple enterprise sources like F ERP source data SCM source data

CRM source data Customer data Supplier data

Product manufacturing / testing data Quality management data Shop floor manufacturing data sources Legacy system data sources Data from online industry trading exchanges Market places & auction Demographics and marketing data purchased from third Data cleaning and ETL, Data Access, Analysis and Reporting, Integration with external data and business databases, Determination of Key performance indicators.

TERADATA Teradata Solutions How do you trade off between scalabilit y and performance issues as Data Warehouse size grows from Gigabytes to Terabytes? The answer lies in Wipro's solution offering in Teradata Data Warehousing. It is a unique blend of Wipro's expertise in Business Intelligence solutions and the power of the Teradata Database, which offers a high degree of parallelism, uses a standard access language for complex query performance and promises a simplified administration for all mission critical applications.

Services Wipro's spectrum of Services in Teradata Data Warehousing is a testimony t o t hei r ex t ensi ve ex pert i se i n archi t ect u re, desi gn and i m pl em ent at i on of Data Warehousing solutions, using the Teradata platform. These Include:

Data Warehouse Planning Services

Data Warehouse Design and Implementation Services Data Warehouse Usage, Support and Enhancement Services

Tool evaluation & recommendation for Teradata Data

Warehousing The Wipro Advantage:

Road map for Data Warehousing implementation using

Teradata

Harnessing our technology relationships & alliances with

leading vendors like Oracle, Informatica, Cognos, Microstrategy etc.

Value for money solution offerings based on our

extensive experience in Data Warehousing & Business Intelligence field

 Migration services from other Databases to Teradata A team of Teradata Certified Professionals
BUSINESS PROCESS MANAGEMENT (BPM) Wipro's Business Process Management Framework An organizations ability to adapt to fast changing business requirements and i t s abi l i t y t o opt i m i z e t urnaround t i m es def i nes i t s com pet i t i veness. Increasingly Global operations make business processes more complex and organization management more

challenging. Traditional business practices need to keep pace and upgrade with newl y evolving business models to meet time and logistic constraints such as reduced delivery times and higher customer service levels.Business process automation holds the key to lowering the cost

of doing business, enhancing productivity and to serving a w i d e l y distributed and fragmented customer base. Two basic features of a Business P rocess Aut om at i on s yst em are t ha t i t i ncreas es cont rol over t he busi ness flow and increases the

accountability of the system. A Business Process Automation! Workflow solution holds the key to sharing work and information seamlessl y with partners,

vendors, external customers and internal customers alike. Global Operations and synchronization across geographies can be made faster by consistent and well managed processes. A comprehensive Business Process Automation and Management solution leverages

the legacy systems, integrates with external applications and integrates with best of the breed products for that Industry. Wipro's Flow -briX is a comprehensive Business Process

Management and Analysis framework. Highly customizable and extendible, Flow-briX is a framework not just to enhance process efficiency in your organization but r e l a t e i t t o t h e l a r g e r g o a l s of cu stom er s ervi ce, co st redu ctio n and adaptability .Flowb r i X b e i n g a f r a m ew o r k c a n b e e m pl oye d t o b u i l d customized solutions at the cost of buying one from the market. L CONTENT MANAGEMENT With the glut of information enterprises have, effective C o n t e n t Management and the use of Portals have become very crucial in maintaining a uni form flow of rel evant inform ation. Keeping this in mind, Wipro has established a Competency Center to offer e-business Solutions for Enterprise Portals, Content Management, Document management, Workflow and Knowledge Management.

Customer relationship management

(CRM)

Wipro's CRM solutions help customers address a variet y of CRM implementation issues in areas like customer retention, account management, campaign management or call center interactions, and devise strategies to increase revenue, productivity and customer satisfaction. These strategies are then brought t o li fe b y carefull y choos ing t he ri ght package sol ut ion, orchest rating a pi npoi nt ex ecut ion, and provi di ng post go -live support and end user training. Wipro's technology practices focused on solutions like SAP, Oracle, Siebel and Clarify enable them to provide b est-of- breed application development servi ces for rapi d and pre ci se C R M i m pl em ent at i on. C om bi ne t hi s wi t h Wipro's experience in understanding industry verticals and customer care processes, and you have the ideal partner to deliver the elusive ROT on your CRM investments. SYSTEM INTEGRATION Its never been more challenging building solutions with myriad of technology choices supporting an ever -d ynamic business environment

The Breadth and Depth of our System Integration Capabilities enables us to l e v e r a g e yo u r IT i n v e s t m e n t s , m i n i m i z e yo u r r i s k a n d d e l i v e r c o m p l e t e system integration services and solutions addressed to your unique business needs. We combine complex technologies togeth er with our proven processes to maximize integration. SUPPLY CHAIN MANAGEMENT W i pro provi des co m pl et e busi ness c onsul t i ng and t e ch ni cal i nt e grat i on services for supply chain management (SCM). Wipro's years of experience in doing large-scale ERP implementations have contributed greatl y to their efforts in this area. Th ei r S up pl y C h ai n sol u t i o ns a r e f o c us ed on he l pi n g c l i en t s a dd r ess k e y issues like Purchasing, Inbound Logistics, Operations, Warehouse compatibility, interoperability and enterprise wide information

Management, Outbound Logistics, and Demand Management. Our SCM technology practice provides expertise in solutions like i2, SAP and Oracle backed b y experi enced t echnical and functional consultants as well as certified product experts. TECHNOLOGY INFRASTRUCTURE SERVICES With TT infrastructure becoming the backbone of most businesses, TT

infrastructure availability has become a mission -critical need for any global enterprises. With two decades of experience in providing TT

Tnfrastructuresolutions and operations support to large enterprises, Wipro is a pioneer in the Multi-site service delivery model with its Offshore Support Centers to p r ov i d e a b a s e f o r e n t e r p r i s e s t o i n c o r p o r a t e F o l l o w t h e S u n r e m o t e management strategies for TT operation. Product design services

Hardware Design System Software Development Testing, Verification and Validation Support Services

SERVICE OFFERING Customer Interaction Services The cost of acqui ri ng a new custom er is five times the cost of

ret aining an old one. And hence it is important that your customer interaction is managed in the best possible way. Customer Interaction Services at Wipro are tailored to provide superior customer interaction and hence leverage every customer r el at i o nshi p to t he ful l est . W i pr o 's

po rt f ol i o i n cl ud es a whol e gam ut o f customer facing offerings including 24/7 customer support through voice (in bound and

CUSTOMER SUPPORT SERVICES W i pro's cust om er s erv i ce of feri n gs ai m s at creat i n g a vi rt ual

cus t om er service center to manage customer concerns and queries through multiple channels including voice, e -mail and chat on a 24/7 basis. Examples of this include customers calling to check on their order status, customers calling to check for information on products and services, customers calling to verify their account status, customers calling to check their reservation status etc.

WIPRO's VALUES Their values are extremely important to them and form the bedrock of

their vision and plans. Values are an integral part of Wipro culture and present a common face to our customer. The four Wipro values: Human Values, Int e gri t y, Innov at i ve S ol ut i ons and V a l ue for Mone y ar e e ncapsul at ed i n their promise to the customer and in our identity.

These val ues shape our t hi nki ng, our behavi our, our cul t ure an d

how we come across to our customers, partners and to the world at large.

CONCLUSION At Wipro Spectramind, our years of experience with the world's leading companies have helped us understand how technology can help global businesses meet their needs. Wipro Spectramind Service Delivery ModelF o r B P O p r o j e c t s , W i p r o f o l l o w t h e W i p r o SpectramindS e r v i c e D e l i v e r y M o d e l , w h i c h i s a r o b u s t l y d e f i n e d framework to manage the complete BPO process migration and transition management and has been developed based on the experience gained from migrating more than 390 remote busi ness processes t o Indi a o ver t he past t en ye ar s. Thi s proven service transfer platform is designed to ensure process integrity and minimize inherent migration risks.The model includes a tried and tested Transition Toolkit to support transition manageme nt by ensuring that there is a documented methodology with formats, tools, guidelines and pas t l earni n g's i n pl ace t o ai d t he t r ansi t i on t eam i n de -risking the transition of a customer's processes and reducing the pain of migration as much as possible. A c oordinated project management s ystem captures critical client documentation and incorporates an extensive knowledge base that assists the transition management team in understanding, d u p l i c a t i n g , a n d m i g r a t i n g m i s s i o n - c r i t i c a l b u s i n e s s processes.The model has four key stages, as shown in the diagram below and t he obj ect i ves, a ct i vi t i es, ski l l s and res ponsi bi l i t i es at each stage are different