Strategies for Business Excellence:
The “Infosys” Global Delivery Model
Mohan Sekhar
Vice President – Canada & East North America
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Safe Harbour
Certain statements in this release concerning our future growth prospects are forward-
looking statements which involve a number of risks and uncertainties that could cause
actual results to differ materially from those in such forward-looking statements. The risks
and uncertainties relating to these statements include, but are not limited to, risks and
uncertainties regarding fluctuations in earnings, our ability to manage growth, intense
competition in IT services including those factors which may affect our cost advantage,
wage increases in India, our ability to attract and retain highly skilled professionals, time
and cost overruns on fixed-price, fixed-time frame contracts, client concentration,
restrictions on immigration, our ability to manage our international operations, reduced
demand for technology in our key focus areas, disruptions in telecommunication networks,
our ability to successfully complete and integrate potential acquisitions, liability for
damages on our service contracts, the success of the companies in which Infosys has
made strategic investments, withdrawal of governmental fiscal incentives, political
instability, legal restrictions on raising capital or acquiring companies outside India, and
unauthorized use of our intellectual property and general economic conditions affecting our
industry. Additional risks that could affect our future operating results are more fully
described in our United States Securities and Exchange Commission filings including our
Annual Report on Form 20-F for the fiscal year ended March 31, 2001. This filing is
available at www.sec.gov. Infosys may, from time to time, make additional written and oral
forward looking statements, including statements contained in the company's filings with
the Securities and Exchange Commission and our reports to shareholders. The company
does not undertake to update any forward-looking statement that may be made from time
to time by or on behalf of the company
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Agenda
• Drivers
• The Global Delivery Model (GDM)
• Architecture of GDM
• Components of GDM
• Summary
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Drivers for IT Outsourcing
• Reduce TOC (Total Cost of Ownership)
• Flexible Resource Model : Skill, Scale and Mobility
• Delivery Excellence: High Quality, On Time, Within
Budget
• Extended Day and Faster Time to Market
• De-risked Execution Model
• Focus on “Core Competency”
Infosys’ GDM is the Pioneering Solution to Outsourcing !
4
The Global Delivery Model
(GDM)
Produce where it is Most Cost Effective
Sell where it is Most Profitable
GDM is a Distributed Solution Delivery Model !
5
Global Presence
Europe: Stockholm
Brussels
Amsterdam
Canada: Toronto London
Frankfurt
Paris
Zurich
Japan: Tokyo
USA: Atlanta Australia: Melbourne
Boston Sydney
Charlotte Hong Kong
Chicago Singapore
Dallas Sharjah
Detroit
Los Angeles
New Jersey
Fremont
India: Bangalore,
Seattle
Chennai, Pune
Argentina: Buenos
Bhubaneswar,
Aires
Hyderabad,
Mangalore,
Mohali, Mysore
Delhi, Mumbai
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The Global Delivery Model:
Conceptual Core
Client Location / PDC Offshore Development Centers
Discovery
Intelligent
Project Project
Project
Analysis and Planning Project Management Breakdown
High level Design Detailed Design
User Interface Design Coding
Project Co-ordination Testing
Onsite Testing Documentation
Leverage
Implementation Extended
Post
Implementation Workday
Post Support
Implementation
Bug Fixes
Support
Warranty Support
Maintenance Leverage
Rapid Reaction Support
Cost
Efficiencies
20-30% Effort 80-70% Effort
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Top Concerns
• Communication Within Geographically Spread
Teams
• Loss of Control Over Project Execution
• Transfer and Retention of Business & Systems
Knowledge to Remote Team
• Need for Minimum Scale to Spread Overheads
• Information Security
• Business Continuity
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GDM Architecture
CUSTOMER
Systems and Processes
SDLC Recruitment
Processes
People and Skills
Technical/
Project
Domain
Management
End-to-End Services Training
Management
Knowledge
Development
Management
Training
Relationship Leadership
Management Development
Infrastructure
Offshore Global
Global Business Information Computing
Development Development
Connectivity Continuity Security Environment
Centers Centers
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End-to-end Services
PEOPLE & SYSTEMS
SYSTEMS &
&
SERVICES INFRA.
SKILLS PROCESSES
Strategy & IT Consulting
T
O
Integrated Systems Integration T
Roadmap A
Business Enterprise Application Integration L
Process
Reengineering O
e-Business
e-Business Package Evaluation & Implementation
U
T
CRM
CRM SCM
SCM ERP
ERP E-Procurement
E-Procurement
S
O
Enterprise U
Architecture Custom Application Development
R
m-Business
m-Business Definition
C
Design
Design Develop
Develop Test
Test Deploy
Deploy
I
N
G
Business Process Management
Progeon Ltd. – An Infosys subsidiary S
O
Industry Specific Processes Cross-industry Processes L
U
T
I
IT Outsourcing O
N
Reengineering and Maintenance
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People: Our Prime Asset
PEOPLE & SYSTEMS
SYSTEMS &
&
SERVICES INFRA.
SKILLS PROCESSES
Attracting the Best
Employer of Choice
Emphasis on Learning
Highly Competitive Technical
Training
In-depth Domain Training
Figures for 2001
Building Skills
Well Rounded Soft Skill Training
Rated as the best employer, in 2001 and
Emphasis on Leadership 2002 by Business Today-Hewitt Study
Development
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People: Our Prime Asset
PEOPLE & SYSTEMS
SYSTEMS &
&
SERVICES INFRA.
SKILLS PROCESSES
World-class Work Environment
Fast-paced, Result-oriented Work Ethic
Empowerment in a Non-hierarchical
Organization
Focus on Growth and Employee Retention
Managed Attrition (<10% Attrition Rate)
Asset Building Assistance
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SDLC Processes
PEOPLE & SYSTEMS
SYSTEMS &
&
SERVICES
SKILLS PROCESSES
INFRA. 2002
Process Infrastructure
Project Metrics Infosys
Excellence
Database Initiative
PCB 1999 Baldrige Framework –
Process Aids
Strategic Management
Knowledge Management
& Support Processes
Body of Knowledge
Six Sigma CFPM –
People Knowledge Map CMM Level 5
Cross Functional
Regular Client Feedback Focus on Core Processes Processes
Less Than 40 Companies PCMM & CMMI
in the World at this Level Accreditation
Strong Quality
Foundation
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Project Management
PEOPLE & SYSTEMS
SYSTEMS &
&
SERVICES INFRA.
SKILLS PROCESSES
PM Aspects
Project Planning
Monitoring & Tracking
Review Mechanisms &
Frequency
Risk Management
Change Management
Configuration Management
Issue Escalation and Resolution
Communication with Client
Managers
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Knowledge Management
Infosys KM Philosophy : Learn
PEOPLE & SYSTEMS
SYSTEMS &
&
SERVICES INFRA.
SKILLS PROCESSES
Once Use Anywhere
Organization Level Knowledge Management
Knowledge Shop – Organization-wide Knowledge Repository Portal
Knowledge Maturity Model (KMM) Being Piloted
Account Level Knowledge Management
Roadmap for KM for the Infosys Team
Infosys KM & Account Portal
Orientation Training Programs
Group Level Repository,
Knowledge Sharing Mails
Discussion Groups
Presentation & Seminars
Project Level Knowledge Management
KM Co-ordinator for Each Project
Project Reviews to Cover KM
KM Goals for a Project
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Relationship Management :
Client Portal
PEOPLE & SYSTEMS
SYSTEMS &
&
SERVICES
SKILLS PROCESSES
INFRA. Projects
Project Information Module
Project Quality Module
Project Issues Module
AR & Finance Module
Relationship Information Module
Customer Complaints
Management Module
Communication
Weekly status reporting
Weekly conference calls
Milestone reporting
CIO Dashboard
Joint Management Council
meetings
Balance Score Cards
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Global Connectivity
PEOPLE & SYSTEMS
SYSTEMS &
&
SERVICES INFRA.
SKILLS PROCESSES
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Information Security
PEOPLE & SYSTEMS
SYSTEMS &
&
SERVICES INFRA.
SKILLS PROCESSES
Physical Security Ensuring Confidentiality of Client
Restricted Access to Data Data and IPR
Centers and Secured Locations Virtual LAN and Isolated LAN
Round the Clock Watch and Encryption and Scrubbing of Data
Ward Enhanced Physical Security
Measures Where Required
Network and Data Security Non Disclosure Practices and
Logical Access Control Policy Agreements
Access Restricted to Authorized
Users Only
Access to Client Data Restricted
Firewalls and Intrusion Detection
Monitoring of Network and Data
Access
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Computing Environment
PEOPLE & SYSTEMS
SYSTEMS &
&
SERVICES
SKILLS PROCESSES
INFRA. Information Infrastructure
Global Communication
State of the Art Computing
Infrastructure Based on Microsoft
Infrastructure
Exchange Server System
Range of Mainframe, Sun, HP,
State-of-the-art Videoconferencing
DEC, NT Servers
and Teleconferencing Facilities
13000+ Desktops
100 Mb LAN Investment in Leading Edge
Global WAN Technology
Intel Lab
Automated Monitoring and
Control Microsoft .Net Center of
Multiple Data Centers Excellence
Infosys Performance Testing
Center
Global Network Operation
Center
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Business Continuity
PEOPLE & SYSTEMS
SYSTEMS &
&
SERVICES INFRA.
SKILLS PROCESSES
Top Level Commitment
Periodic Test & Review
Recovery Response Team
Project Relocation for
Risk Assessment (Location-wise)
Continuity
Detailed Recovery System Risk Ranking &
Procedure Impact Analysis
Recovery Sites & Off-site Storage
Physically Distributed Development Infrastructure Built for Business Continuity
Centers Multiple Redundant Connectivity Options
Remote Backup Location Outside Spare Capacity for Relocation
India
Back up Power
Large Accounts Handled Through
Multiple Centers
Backup Facility for Each Location
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Conclusion
Account Governance
Integrate with Client
Global Presence Organization Strong Project
Management
De-risking & Business
Continuity No Need for Micro-mgmt
CUSTOMER
SDLC Recruitment
Processes
People and Skills
Systems and Processes
Technical/
Project
Global Resource Pool
Management
End-to-End Services
Domain
Training Integrated
Knowledge
Management
Development
Systems/tools
Flexibility in Resourcing Management
Training
Relationship Leadership
Operational Excellence
Management Development
Infrastructure
Offshore Global
Global Business Information Computing
Development Development
Environment
Strengthening
Connectivity Continuity Security
Centers
Rule of 60:30:10 Centers
Communication
Reliable Knowledge
Transfer and Retention Emphasis on Learning Client Portal
Understanding
Business/ Technology
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Thank You
www.infosys.com
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