Business Printing Outsourcing

Services from WeP

WeP Peripherals ltd ( new name for Wipro ePeripherals Ltd) 1

WeP Peripherals Ltd.
• Commenced operations in 1986 as the Peripherals division of Wipro
Infotech
• Have an enviable record of 20 years of continuous growth and profits since
inception.
• Manufacturing unit at Mysore, Hyderabad and Himachal Pradesh
• Strong customer base with more than 700,000 end customers including 300
large Corporate customers, with an A/L turn over of 450 crores
• Service sold directly in 57 cities & supported on site across 863 locations in
the country
• Recently awarded by NASSCOM and CSI as the Best IT User for our
initiatives
• Highly talented and motivated employees
– Rated as the Best IT Indian Hardware employer in the country by
Dataquest
– Among the Top 20 Best IT employers in the country

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WeP Print & Save – B P O Framework
SERVICE REACH & FLEXIBLE OFFERINGS
V I
A C Measurement of costs Onsite Services B
L 2 I Existing Asset Buyback
U C E ISO
Recurring Cost Savings Offsite Services S
E I WeP Touch engineers
T
Country wide Support Onsite Print Shops
(end to end operations) Remote Statistics Collector P
O R
F No Capital Cost
F Onsite Variety Printing User wise Print Accounting A
E
C
No Product Obsolescence T
R Collaboration Proposals
I E-enabled business I
N Maintenance Free (WeP Print Point n/w) S
G processes E 6
S Free Consumables Remote Printing Services S

T Call Centre 150+ locations ASP support

O
7000+ engineers
O
L
S
Service Delivery - INFRASTRUCTURE

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 WeP ’s Business Printing Outsourcing -
Measurement of costs
Our Approach

Recurring Cost Savings

Country wide Support

SLAs
No Capital Cost Asset Utilisation
Redeployment of technology
No Product Obsolescence Printing Uptime Delivery
Maintenance Free

Free Consumables

Free Management Time

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Top 80% - Industry distribution

13% 15%
Mfg.
4%
BFSI
6% Softw are
Services
15%
e-Publishing
10% Govt.
Textile
Pharma
Others
11% 14%
12%
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Year on Year Performance (Rs. Mn)

'05-06 256

'04-05 152

'03-04 58

'02-03 16

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 WeP Service Coverage

• 863 Location services coverage in India

• 2657 Customers
• 5246 Printer Installation Base

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Call Centre Services (Toll Free 1800 425 4456)
• Managing 500 calls per day
across the country among
2657 customers
• Spread of Service ranges
from Single location support User Call using Toll Free Number

to 863 locations
• One point ref. – Printer Serial
Number
• Any user on the n/w can call Call ID to Customer
• Centralised co-ordination for
Confirmation
enhanced productivity and
uptimes With the user ASP Allocation & Intimation

• Auto escalations
• Closure only after speaking to Auto Escalations
actual user
• Printer Uptime 99.3%
ASP Call Completion
• Post Call Surveys
Call Closure

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Service Deliverables (Actual Data)

P r in t e r U pt im e
99.50% 99. 30% 99.30% 99.33% 99.26% 99.29% 99.23% 99.35% 99.30%
99.24% 99.3 0%
99.13%
99.00% 99. 00% 99.00% 99.00%
98.50% 98 .50%
98.10%
98.00%
97.50%
97.00%
Mar'0 4 Jun'0 4 Sept'0 4 Dec'0 4 Jan'0 5 Feb'0 5 Mar'0 5 Apr'0 5 May'0 5 Jun '0 5 July '0 5 Aug'0 5 Sept'0 5 Oct'0 5 Nov'0 5 Dec'0 5

SUPPORT- SDCO TONER- SDCO

98% 95%
93% 94% 96%
92% 93% 91% 93%
100% 77% 89% 87% 87% 87% 88.50% 88% 90% 89% 88% 87% 84% 88% 93%
90% 91% 90%
59%70%
89%
89% 85% 87% 86%
50% 88%
84%
83%
Mar Jun Sept Dec Jan'5 Feb'5 Mar'05 April'05 May'05 Jun'05 July '05 Aug'05 Sep'05 Oct'05 Nov'05 Dec'05

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 Post Call Survey Trends

100%
99%
98% Over all Sat
97% w ith WeP P&S
96%
95% Response
94% Tim e
93%
92% Tim e
91% Com ittm ents
90%
89% Tim e Taken to
88%
Repair
pr n g ct ec '05 r'05 '05 '05 t'05 '05
A Ju Au O D eb p n g c ec
F A Ju u O D
A

Post Call Survey ( Satisfied)

Apr May Jun Jul Aug Sep Oct Nov Dec Jan'05 Feb'05 Mar'05 Apr'05 May'05 Jun'05 July'05 Aug'05 Sept'05 Oct'05 Nov'05 Dec'05
Over all Sat with WeP P&S 99% 99% 97% 99.2% 99.2% 99.8% 99.1% 99.8% 100.0% 100.0% 99.7% 99.9% 99.9% 99.6% 99.9% 99.8% 99.6% 99.0% 99.9% 100.0% 99.9%
Response Time 97% 98% 97% 98.7% 99.1% 99.8% 99.1% 99.8% 100.0% 100.0% 99.7% 99.9% 99.8% 99.5% 100.0% 99.8% 99.6% 99.0% 99.9% 100.0% 99.8%
Time Comittments 96% 98% 96% 98.8% 98.3% 98.7% 99.0% 99.6% 99.9% 100.0% 99.7% 99.9% 99.8% 99.5% 99.9% 99.7% 99.6% 99.0% 99.9% 100.0% 99.8%
Time Taken to Repair 98% 98% 96% 99.1% 99.2% 99.7% 99.1% 99.8% 100.0% 100.0% 99.5% 99.8% 99.8% 99.6% 100.0% 99.8% 99.6% 99.0% 99.9% 99.8% 99.9%

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Call Log In Trends
Total
Call Log in Trends Calls
Support
4000
Toner
3500 3489
3269
3000 2458
3133
3009 CCQRP
2243 2365 2518
2502 2368 2657 2657 2641
2500 1937
2520
2550

2000 1597
1884
1440 1506 1767 1737
1500 1099 1198
1360 1470 1400 1509 1469 1391 1436 1406 1421 1364
1601 1546
1463 1527
877 925 950 1156 1214 1238 1218
1000 551
727 1029 963 999 1048
495
500 424
123
0 4 3 12 6 0 2 3 5 10 3 3 7 13 2 2 4 0 5

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Service Drivers
• e-Enbled Infrastructure for Monitoring
• Call Logging
• Call Closure
• Order Processing
• Printer Supplies
• Printer Installatino
• Invoicing
• Churn
• Consumable Supply
• Spares Supply
• Support Calls
• Measurement
• Customer Call Response Time
• Printer Up time
• Same Day call Completion
• Quality of Service
• Post call Survey – Customer
• Customer Satisfaction Survey

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Components of Printing Services

• Printers (Mono/Colour/Production)
• Printing at Customers place/WeP Print Centre
• MFP
• Maintenance
• Consumables
• Manpower
• Pre – Printing & Post Printing full fillment
requirement

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Service Contract -Parameters
• A long term contract is signed with the outsourcing
partner
• Ownership of IT asset is either transferred or remains
with customer
• Outsourced partner manages the IT infrastructure of
the customer
• Customer pays a fixed charge on a monthly basis
– Payment terms could be in advance or arrears

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What our customers have to say…
• Eureka Forbes
– I am the only EDP person in Chennai. I also look after operations in
Kerala. If I am on tour and there is some problem with the PC, printer
etc., nobody else can act and resolve the problem.
– Maintenance is critical to us. We had bought a HP printer earlier which had
become obsolete and I did not know what to do with it. Even under the
buy back option, the price offered was very less.
• Kotak Mahindra Primus Ltd. -
– We did not want the administrative headache.
– In case we would have bought laser printers
• There are breakdowns anytime and we have to run after them
• Replacement cost on spares is very high
• Not all parts get replaced under warranty
• We need to stock toners
– Therefore we decided on outsourcing printing. This is a very good service.

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What our customers have to say…
• Blue Star
– When we set up local area network in our offices, we had high printer to
PC ratio (6.5:10). The ideal ratio could be 3:10
– On most of the printers in the set up then, the running cost was very high.
– We have a profit centre concept and so to save on the running cost, some
users would compromise on the quality (use refilled consumables). The
result was that the printers used to fail very often. Some of the printers
from the existing set up were aging and so needed replacement.
– We wanted to get rid off obsolescence costs and so we decided on
outsourcing Printing Services. With outsourcing, I am not constrained by
existing infrastructure or investments. I can think of new options
– Why WeP ?
• WeP has the exact business model which we wanted. All others are trying to
adopt it.
– We have replaced all our existing printers with WeP P&S service.

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Customer experience…
• Customer : ICICI – Cash Management Services
• Application
– Payment products to corporate customer
– WeP print & save is an integral part of the product to print
instruments of payment
• Why WeP Print & Save ?
– ICICI wanted to reduce the capital cost of their payment product
– WeP print & save is ideal because it comes at “ZERO” capital cost
– And the customer pays on a pay-per-use basis for the instruments
printed
• Cost saving to ICICI
– WeP print & save has helped us save 15-20% as against a printer
purchase

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Customer experience…
• Customer – Aviva Life Insurance
• Applications
– Policy printing
– Business printing
• Why WeP Print & Save ?
– No capital expense – very welcome at Aviva
– Multi-locational support
– Releases IT manager’s time from managing printers
• Cost saving
– All our calculations clearly indicate a cost saving to the
enterprise

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Govt. of Tamil Nadu – Family Cards

•State of Tamil Nadu wanted to issue 1.90 Crore Family Cards to the citizens in the
state

•Project was to be completed in two phases

•1st Phase was to issue 40 Lac cards, 2nd phase was to issue 1.5 Crore Family Cards

•Set up the print Centre at ELCOT premises

•Deploy manpower

•Complete the print job on a strict time schedule

•Procurement of three types of papers, Off set Printing, Cutting and Laser Printing

• Print Center at Customer Premises to handle 10 Lac prints a day

•Run the print centre 24/7

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DRIVING LICENCE PROJECT at Tamil Nadu

•TOTAL 74 RTO CENTRES OPERATED BY WeP IN CO-ORDINATION WITH ELCOT

•UNIFORM QUALITY

•PLASTIC CARDS

•UNIFORM SOFTWARE

•REDUCTION IN TIME TAKEN FOR ISSUING CARDS

•CO-ORDINATION WITH ELCOT ( NODAL AGENCY OF TAMILNADU)

•Key Benefit – Estimated Savings of Rs. 1.2 Crores per annum for TN

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Election Commission – Photo Electoral Roll

•First time introduction of laser printing for electoral roll

•Complete Laser Printing of the Electoral Rolls

•Setting up of capacity of 10 Lac Prints per day exclusively for Election Commission
work

•Bringing time efficiency and cost effectiveness in the overall project

•Improved quality of final output

•Estimated Saving - Rs. 2.8 Crore for Kerala Election Commission

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Family Card – Andhra Pradesh

•TOTAL 46 DPL Centers to be Set Up in the City of Hyderabad

• Project Duration – 3 Months

• 10 Lakh Family Cards Issued

• TOTAL 46 DPL Centers Set Up in the City of Hyderabad

• 500 People Deployed

• UNIFORM QUALITY

• Key Benefit – Strong Processes, Delivery Deadline, Uniform quality

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DIGITISATION – INCOME TAX DEPT

• Project Locations : HYDERABAD/CHENNAI

• Project Duration – 3 Months

• 25 Lakhs Challans/Scrolls to be digitised

• Process
• Prescanning
• Scanning
• DMS
• Delivery in specified Format

• Manpower and equipment set up for a daily commitment to the Department

• Set up requisite processes

• Around 80 People deployed at each place

• Key Benefit – Strong Processes, Delivery Deadline, Technological advantages

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Why WeP ?
Processes
Processes
oriented
oriented
18 service
servicedelivery
delivery--ISO,
18Years
Years ISO,
of Six
SixSigma,
ofExperience
Experience Sigma,
IT
ITservices
services Strong
Strong
Technology
Technology
Partnerships
Partnerships
850+
850+unique
unique
customers
customers
Stable
Stable
Reliable
Reliable
Company
Company
Over
Over7000
7000
trained
trainedengineers
engineers 150+
150+Support
Support
Locations
Locations

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Ashok Dash
WeP Peripherals Ltd
Basappa Complex,40/1A, Lavelle Road
Bangalore – 560 001

E-Mail – ashok.dash@wepindia.com
Contact : + 91 98 455 379 83

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