“Research and analysis of Wipro Products in Education Society in Lucknow” Wipro InfoTech Ltd., Lucknow
ACKNOWLEDGEMENT I wish to express my most sincere thanks to “Mr. XYZ” “Marketing Head” UP Uttaranchal Wipro and “XYZ” “Channel Manager”, Lucknow for providing me the opportunity to work with the renowned organization and enabling me to gain practical knowledge in the field of Information Technology and Marketing. A special note of thanks is also reserve to, training and placement officer of Saraswati Institute of technology and Management Campus. Moreover I am also indebt to Mr. XYZ, “Director”, and Saraswati Institute of technology and Management for their kind help and co-operation for completing this project work. I indeed thanks to “Wipro Ltd.” , “XYZ” campus for giving me an opportunity to have experience in a professionally run organization.
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Executive Summary Wipro has a very good client base with over 50 Fortune 500 companies and over 100 leading Indian Corporate.
Wipro is headquartered in Bangalore and has 28 development centres across India, Europe and USA and also has 21 offices in USA, Canada, Finland, Taiwan, France and United Kingdom. Wipro has set a vision for itself to become a US$ 5 bn company in the next couple of years. It aims to be top 10 IT companies in the world' top IT company in India, among top 10 most favored employers in the world and to be among the top 5 brands in India.
Wipro is a global company with revenues of Rs 30922 mn for the year 2001. The revenues for the company have been growing at an annual average rate of 23% and PAT at an annual average rate of 50%. It employs total of 14000 employees out of which 11500 employees are in IT business. Wipro follows Six Sigma quality systems and is also a SEI-CMM level 5 company with principal lines of businesses being information technology (IT) and consumer products. It also has other businesses of fluid power, lighting, medical equipment products and financial services. IT, which includes software services as well as hardware products, makes up the largest chunk of business for Wipro. It accounts for 84% of total revenues of Wipro ltd. the Global IT services contributes 57% of total revenues whereas Indian IT services contribute 27% of total revenues. The IT business makes up 84% of the revenues of Wipro Limited and around 93% of its PBIDT.
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Wipro has a very good client base with over 50 Fortune 500 companies and over 100 leading Indian corporates. In software Wipro has emerged as the second largest player and is growing strongly and of toiletries has carved out a niche in the premium segment. Wipro also had an interest in the financial services industry through a subsidiary – Wipro Finance. This has proved to be a drain on the company for the last three years and this year the company has divested a significant portion of this company and it is no longer a subsidiary of Wipro. Wipro has a number of alliances with global leaders like Vignette, ATG (Art Technology Group), Open Market, iPlanet for e-business; with Aether systems, Agea corporation for m-commerce; with Neon, STC, Vitria, Mercator, Seagull for Enterprise Application Integration; with SAP for ERP; with Siebel, Clarify, Pivotal for Customer Relationship Management; with Computer Associates, Cisco, Nortel, Sun for Technology Infrastructure Services etc.
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PREFACE Any kind of learning is incomplete till it is practically applied in the concerned field. Only then does a person understand and get hold of even the minutest details of what he/she has learnt in his stay at the institute doing his/her MBA. So, to practically apply what I had gained in the past one year in the MBA programme, I underwent two months summer training at Wipro Infotech.
It has been a wonderful learning experience, which has given me an insight into Management of modern business which requires an appreciation of multidisciplinary concept and in-depth knowledge of specific analytical tools, geared to the solution of real life problems. No doubt every real situation is unique but a set of theoretical tools of knowledge, itself based on empirical foundation, can help in developing the mechanism for handling such situation. So the MBA curriculum has been desired to provide to the future manager’s ample practical exposure to the business world.
The summer training is essential for the fulfillment of MBA curriculum; it provides an opportunity to the student to understand the industry with special emphasis on the development of skills in analyzing interpreting practical problems through application of management.
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CONTENTS
1
•
Self Declaration
•
Acknowledgment
•
Executive summary
•
Preface Chapter 1-Introduction
0.1 Introduction to IT Industry 1.1 Overview of Wipro Ltd 1.2 Research Objectives of the Study 2
Chapter 2- Company Profile 2.1 History of Wipro InfoTech 2.2 Mission and Vision Statement 2.3 Management Committee 2.4 Achievements and Awards 2.4 Swot Analysis of Wipro 2.5 Competitors of Wipro
3
Chapter 3- Services Offered by Wipro Ltd 3.1 IT Services 3.2 Product Design Services 3.3 Business Process Organization
4
Chapter 4- Research Methodology 4.1 Research Methodology 4.2 Data Collection Method
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4.3 Objectives 4.3 Sample Design
5
Chapter 5- Data Collection 5 . 1 List of Organization Surveyed 5.2 Market Strategy of Wipro 5.3 Sales Promotion 5 . 4 MICHEAL PORTER’S FIVE FORCES OF COMPETITIVE MARKET MODE 5.5 Core Competence of Wipro 5.6 Corporate Social Responsibilities
6
Chapter 6- Data Analysis 6.1 Significance of the Study 6.2 Limitation of the Study
7
Chapter 7- Findings and Conclusion 7.1 Findings 7.2 Conclusion
8
Chapter 8- Suggestion and Recommendation 9.1 Suggestion 9.2 Recommendation 9.3 Overall Experience
9
Chapter 9- Bibliography
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Chapter 1 Introduction
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INTRODUCTION TO IT INDUSTRY India has emerged as the fastest growing IT hub in the world, its growth dominated by IT software and services such as Custom Application Development and Maintenance (CADM), System Integration, IT Consulting, Application Management, IS Outsourcing, Infrastructure Management Services, Software testing, Service-oriented architecture and Web services. When it comes to IT services, the world is coming to India. With a CAGR of 28 per cent during the last 5 years, the IT-ITES industry’s contribution to India’s GDP has risen from 1.2 per cent during 1999-2000 to 4.8 per cent in 2005-06.
Growth Curve A survey by the National Association of Software and Services Companies (Nasscom) Shows why the Indian IT industry has become a case study of success: The Indian IT-ITES industry has recorded 33 per cent growth in exports, clocking revenues of US$ 23.6 billion in FY 2005-06, as compared with export revenues of US$ 17.7 billion in FY 2004-05. •
The ITES-BPO segment clocked revenues of US$ 6.2 billion, recording a growth of 37 per cent.
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•
Engineering services and product exports grew from US$ 3.14 billion in FY 04-05 To US$ 4 billion in FY 05-06.
•
Domestic market clocked revenues of US$ 6 billion in FY 04-05 from US$ 4.8 Billion in FY 05-06
•
Of the total IT-ITES exports in FY 2005-06, IT software and services grew by 33 Percent, registering revenues of US$ 13.3 billion
•
The ITES-BPO segment clocked revenues of US$ 6.2 billion, recording a growth Of 37 per cent.
INFORMATION TECHNOLOGY IN EDUCATION Information technology has found its own place in the field of education. It was earlier thought that information technology would make people more dependent on computers but it has resulted in a number of advantages. Technology has resulted in increased interaction between the students and the use of newer ways of educating them. If information technology is not used in a proper manner then it can be worse than the older technologies used in education. The students can make use of computers to do their regular practice sessions and drills, which is similar to their workbooks. Moreover with the use of information technology teachers can make their lectures more attractive and colorful helping students to understand better.
ACADEMIC ACHIEVEMENTS OF INFORMATION TECHNOLOGY Page 10
In the past 15 years the schools in United States has increased their budget to focus on classroom technology to as much as $5 billion per annum. This is because of the fact that government and the educational experts believe that the use of information technology in education can result in improved learning. However there is one point that is constantly being argued on as to whether the use of information technology will pose as a challenge to the critical thinking capacity of the students. This particular issue is under scan and there are a lot of researches going on. But still when compared to the advantages that information technology focuses in education is more as compared to the issues that are brought into notice. With the use of information technology in educational institutes the communication servers have made it easy for the teachers to inform the parents about the absence of their children and their performance. It has also helped the teachers in solving various issues related to homework assistance.
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OVERVIEW OF WIPRO LTD Wipro started as a vegetable oil company in 1947 from an old mill founded by Azim Premji's father. When his father died in 1966, Azim, a graduate in Electrical Engineering from Stanford University, took on the leadership of the company at the age 21. He repositioned it and transformed Wipro (Western India Vegetable Products Ltd) into a consumer goods company that produced hydrogenated cooking oils/fat company, laundry soap, wax and tin containers and later set up Wipro Fluid Power to manufacture hydraulic and pneumatic cylinders in 1975. At that time, it was valued at $2 million.
In 1977, when IBM was asked to leave India, Wipro entered the information technology sector. In 1979, Wipro began developing its own computers and in 1981, started selling the finished product. This was the first in a string of products that would make Wipro one of India's first computer makers. The company licensed technology from Sentinel Computers in the United States and began building India's first mini-computers. Wipro hired managers who were computer savvy, and strong on business experience.
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In 1980 Wipro moved in software development and started developing customized software packages for their hardware customers. This expanded their IT business and subsequently invented the first Indian 8086 chip. Since 1992, Wipro began to grow its roots off shore in United States and by 2000 Wipro Ltd ADRs were listed on the New York Stock Exchange. With over 25 years in the Information Technology business, Wipro Technologies is the largest outsourced R & D Services provider and one of the pioneers in the remote delivery of IT services. Being a global provider of consulting, IT Services, outsourced R&D, infrastructure outsourcing and business process services, we deliver technology-driven business solutions that meet the strategic objectives of our Global 2000 customers. Wipro today employs 96,000 people in over 50 countries. A career at Wipro means to learn and grow continuously, opportunities to work on the latest technologiealongside the finest minds in the industry, competitive salaries, stock options and excellent benefits. Wipro’s Chairman Azim H Premji, senior executives of Wipro and external members Wipro Technologies
IT Services
Product Engineering Solutions who are global leaders & visionaries form the Wipro Board which provides direction & guidance
to the organization. Wipro Infotech ltd
Business
Technology Infrastructure Services Business Process Outsourcing Consulting Services
WIPRO GROUPNotebooks COMPANIES Desktops Servers Enterprise Products Products Sun Servers IBM Servers Business Application and Development Data Warehousing Technology Integration
Wipro Customer Care & Lighting
Fast Moving Consumer Goods
Wipro Infrastructure Engineering
Construction, Mining, Agriculture Ports
Wipro GE Medical System Ltd
Medical Systems
Wipro Biomed
Specially Products Life Sciences Diagnostic Medical Systems Managed Services
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Milestones •
1947 - Establishment of an Oil crushing unit at Amalner in Maharashtra
•
1970 - Manufacture of Hydrogenated cooking (Vanaspati) medium at Amalner
•
1982 - Introduced Flexi Packs for Hydrogenated cooking medium - a first in India
•
1986 - Santoor soap launched
•
1991 - Wipro Lighting established
•
1991 - Wipro Baby Soft Products launched
•
1999 - Launch of Wipro Active
•
2003 - Launch of Wipro Safe wash
•
2003 - Glucovita acquired
•
2003 - Chandrika Marketing Rights obtained
•
2004 - Launch of Santoor Face wash and Cream
•
2005-06 Amongst the fastest growing FMCG companies
•
2006 - Acquisition of North West Switches
•
2007 – Acquisition of Unza, One of the leading companies of South East Asia, in personal care business.
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•
2009 – Relaunch of Santoor. WCCLG Revenues cross Rs. 2000 Cr.
RESEARCH OBJECTIVES The purpose of research is to discover answers to questions through the application of scientific procedures. The main aim of research is to find out the truth which is hidden and which has not been discovered as yet. Though each research study has its own specific purpose, we may think of research objectives as falling into a number of following broad groupings: “Comparative Study of Different type of IT Products (PC’s, Server, Laptop) Used by the Colleges”
To find out the Criteria of Institutions to Purchase the product. (PC’s, Server, Laptop)
To find out the image of Wipro Products in Education Market.
To find out their demands/requirements for future.
To find out the after sales service pattern of different Companies.
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Chapter 2 Company Profile
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HISTORY OF WIPRO INFOTECH
Determination. Constantly driving us to do more. Wipro Infotech is the leading strategic IT partner for companies across India and Middle East offering integrated IT solutions. We plan, deploy, sustain and maintain your IT lifecycle through our total outsourcing, consulting services, business solutions and professional services. Wipro Infotech helps you drive momentum in your organisation - no matter what domain you are in. Backed by our strong quality processes and rich experience managing global clients across various business verticals, we align IT strategies to your business goals. Along with our best of breed technology partners, Wipro InfoTech also helps you with your hardware and IT infrastructure needs. Wipro Infotech is a part of USD 5 billion Wipro Limited (NYSE:WIT) with a market capitalization of USD 24 billion. The various accreditations that we have achieved for every
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service we offer reflect our commitment towards quality assurance. Wipro Infotech was the first global software company to achieve Level 5 SEI-CMM, the world's first IT company to achieve Six Sigma, as well as the world's first company to attain Level 5 PCMM. Currently, we have 13 regional offices in India besides offices in the UAE, Bahrain, Egypt and KS
Company Wipro InfoTech is a full-line IT services & products organization. We offer consulting services, infrastructure provisioning and management services, package implementation, ground-up application development and management services. We have the breadth of offerings and the necessary quality processes to become your strategic IT partner. Type
Public (BSE: 507685, NYSE: WIT)
Industry
IT services IT consulting
Founded
1945
Founder(s)
M. H. Premji
Headquarters
Bangalore, Karnataka, India
Key people
Azim Premji (Chairman) Girish Paranjpe (joint CEO) Suresh Vaswani (joint CEO)
Services
BPO Product Engineering Solutions Technology Infrastructure Services
Revenue
▲ $6.03 billion (March 2010)
Operating income
▲ $1.146 billion (March 2010)
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Profit
▲ $1.02 billion (March 2010)
Total assets
▲ $7.340 billion (March 2010)
Wipro Floating learning Centre,
Total equity
▲ $4.373 billion (March 2010)
Electronic City 2, Bangalore, India
Employees
112,925 (June 2010)
Company Wipro InfoTech is the leading strategic IT partner for companies across India and Middle East -offering integrated IT solutions. We plan, deploy, sustain and maintain your IT lifecycle through our total outsourcing, consulting services, business solutions and professional services. Wipro InfoTech helps you drive momentum in your organization - no matter what domain you are in. Backed by our strong quality processes and rich experience managing global clients across various business verticals, we align IT strategies to your business goals. Along with our best of breed technology partners, Wipro InfoTech also helps you with your hardware and IT infrastructure needs. Wipro InfoTech is a part of USD 5 billion Wipro Limited (NYSE:WIT) with a market capitalization of USD 24 billion. The various accreditations that we have achieved for every service we offer reflect our commitment towards quality assurance. Wipro InfoTech was the first global software company to achieve Level 5 SEI-CMM, the world's first IT company to achieve Six Sigma, as well as the world's first company to attain Level 5 PCMM. Currently, we have 13 regional offices in India besides offices in the UAE, Bahrain, Egypt and KSA.
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The government has selected Wipro InfoTech to develop software for digitizing its crime and criminal tracking network system under the national e-governance plan, the IT bellwether said. As the Home Ministry's software development agency, the company will link 14,000 police stations and 6,000 police offices across the country for tracking crime records on real-time basis in digital format. "The system aims to create a nationwide networked infrastructure for IT-enabled criminal tracking system. Spanning across 35 states and union territories, it will link about 14,000 police stations and 6,000 higher police offices across the country," Wipro vice-president Anand Sankaran said in a statement. The company, however, did not specify the project cost, maintaining non-disclosure agreement with the ministry. Last year, Wipro had developed a 'Police Information System' to cover important activities related to day-to-day functioning of police departments, including back-end administrative process of general administration, finance, stores etc. The ambitious criminal tracking network project includes vertical connectivity of police units at various levels within the state and between states and union territories as well as horizontal connectivity, linking police functions at state and central levels to external entities. As one of the largest e-governance projects in the country, the network system will also present a citizen-interface to provide basic services to citizens.
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"As part of the scope, we will develop the core application software for states and another core application for the central government to digitize crime and criminal records," Sankaran pointed out. The solution will be developed on multiple platforms to address functionality required at central and state levels.
"When implemented, the application will link the state crime records bureau with the national crime record bureau, thereby creating a database that can be accessed in real-time from any police station across the country," Sankaran noted. The company will leverage its domain expertise and best practices to build the core application software for effective and efficient policing through adoption of e-governance principals. "Given the current national security scenario, our solution is expected to enhance police efficiency in the detection and prevention of crimes," Sankaran added. Government vertical head Ranbir Singh said the network system project was one more step towards enabling the government accelerate efforts in detecting and preventing crimes in the country. "Wipro is already working with several state governments for e-enabling security and surveillance," Singh said.
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WIPRO OVER THE YEARS •
1945 Incorporation as Western India Vegetable Products Limited
•
1947 Establishment of an oil mill at Amalner, Maharashtra, India
•
1960 Manufacture of laundry soap 787 at Amalner
•
1970 Manufacture of Bakery Shortening Vanaspati at Amalner
•
1975 Diversification into engineering and manufacture of hydraulic cylinders as WINTROL (now called Wipro Fluid Power) division in Bangalore.
•
1977 Name of the Company changed to Wipro Products Limited
•
1980 Diversification into Information Technology under Information Technology Division
•
1981 Launched India's first minicomputer.
•
1981 Manufacture and marketing of flexi - pack of hydrogenated cooking oil for the first time in India
•
1982 Name of the Company changed to Wipro Limited
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•
1983 Formation of Wipro Information Technology Limited and Wipro Systems Limited.
•
1984 Production of toilet soaps with a capacity of 4000 tones per year.
•
1986 Launch of Santoor brand toilet soap.
•
1987 Manufacture of fatty acid and glycerin at Amalner.
•
1988 New Business Unit, Wipro BioMed started to market and service bio-analytical and diagnostic instruments.
•
1990 Incorporation of Wipro GE Medical Systems, a joint venture with GE Medical Systems.
•
1991 Diversification into Lighting and launch of Baby Care products
•
1995 Wipro InfoTech and Wipro Systems merged with Wipro Limited
•
1996 Registered Office of Wipro shifted from Mumbai to Bangalore
•
1997 Six Sigma Quality journey begins
•
1998 Wipro launches its repositioned Corporate Identity (Rainbow Flower and Applying Thought) and rearticulates its externally reoriented values
•
1998 Wipro branded computers and systems launched
•
1998 Achieved SEI-CMM Level 5, highest global software quality ranking in all Software Services offered by Wipro
•
1999 Wipro becomes # 1 in market capitalization in the country
•
2000 Wipro listed on New York Stock Exchange.
•
2001 Becomes the first company to be assessed at PCMM Level 5.
•
2002 Acquisition of GEMSIT, Spectramind and the R & D services of Ericsson in India.
•
2003 Acquisition of Nerve wire
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•
2004 Start of Total Outsourcing business
•
2005 Acquisition of 3D networks
•
2006 Launch of GSMC- Global Service Management Centre for remote service delivery
•
2007 Wipro Arabia Joint Venture found
•
2008 Launch of Wipro Egypt Development Center
•
2009 Closure of the Wipro New Logic R&D Sophia Antipolis Center, experienced in WIFI, BT integrated circuit design. Cyber Towers the software landmark of Hyderabad. Located at Madhapur surrounded by many software majors like Wipro, IBM and Accenture, the building is a huge tourist attraction.
MAJOR DIVISIONS I T 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.
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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. 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.
MISSION STATEMENT
“Our mission is to be a RF System Solution Provider, through its innovative research and design works for a new world of broadband wireless communications.”
VISION STATEMENT “Contribute for global e-society, where a wide range of information is being exchanged beyond time and space over global networks, which breaks down the
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boundaries among countries, regions and cultures, allowing individuals to take part in various social activities in an impartial, secure way. Continuous effort to enhance people’s lifestyle and quality by means of developing new technology in wireless communication”
Management Commieetee Our Chairman Azim H. Premji, senior executives of Wipro and external members who are global leaders and visionaries, form the Wipro Board of Directors which provides direction and guidance to the organization.
Azim H. Premji
Executive Directors
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Girish S. Paranjpe
Suresh C. Senapaty
Suresh Vaswani
Independent Directors
Ashok S. Ganguly
B. C. Prabhakar
Dr. Henning Kagermann
Jagdish N. Sheth
N. Vaghul
P. M. Sinha
William Arthur Owens
Shyam Saran
ACHIEVEMENTS AND AWARDS Best Web sphere Partner Award “Wipro wins "Best Web sphere Partner for 2008' by IBM for the 2nd consecutive year.” Authorized EMC Signature Partner in South Asia “In October 2008, Wipro became the first and the only Authorized EMC Signature Partner in South Asia.” Best TSG Partner of HP “HP India recognizes Wipro InfoTech as the Best TSG Partner in System Integrator's category. The award was presented in HP Annual Business Partner's Meet in 2008.”
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Best System Integrator award 2007-08 “Wipro was awarded the Best System Integrator award by Netapp for FY 07-08 at the Netapp partner summit held at Kovalam. Wipro is in the elite Star partner categorization of Channel Partners and the award is a testimony to the business focus demonstrated by the Wipro team.”
Best Technology Partner for the Year “Wipro was chosen as EMC's Best Technology Partner for the year 2007-08.”
Network Integrator of the Year 2008 “Wipro InfoTech has been recognized as the top network integrator in the country by Voice & Data for the year 2007-2008.Among the network integration majors Wipro InfoTech won the race this fiscal. Wipro InfoTech has had wins across industry segments.”
SAP Pinnacle Award 2008 “Best SME Channel Partner for the Asia Pacific region. SAP Pinnacle Awards are granted to leading SAP partners that have excelled in enhancing the customer experience by teaming with SAP to help customers address critical issues such as accelerating innovation and improving return on investment.”
Golden Peacock Innovation Management Award 2007 “ Wipro InfoTech has been conferred the Golden Peacock Innovation Management Award 2007, by the Institute of Directors, under the Chairmanship of Justice P N Bhagwati, Former
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Chief Justice of India and Chairman - Golden Peacock Awards. The Golden Peacock Award was presented in New Delhi on January 13, 2008.”
National Partner of the Year 2007 “Award from Microsoft this is the second consecutive year, that Wipro has received this award. The award was presented by Neel am Dhawan - Managing Director of Microsoft India and Rajiv Mittal - Group director SMSP, Microsoft India on the 10th of August at Goa.”
Riverbed Partner of the year 2007 award “Wipro InfoTech recognized as one of the largest regional partners across APAC. Wipro had been awarded "Riverbed partner of the year" for the India region for the second consecutive year. The award was announced at the Riverbed Technology Inc. partner conference at Phuket in Thailand.”
WIPRO WINS FIVE AWARDS FROM CISCO •
Significant Contribution in developing Emerging Technologies business
•
Outstanding contribution in sales to the Ser vice Provider Vertical
•
Outstanding contribution in sales to the Enterprises Vertical
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• Best post sales support partner
• Top sales achievement partner
Other Achievements •
Partner of the Year Award for Systems Integration, Applications and Middleware from Oracle.
•
APAC Emerging Markets SI Partner Award from Teradata.
•
Outstanding Partner of the year Award from Radware.
•
Leadership Award in the Solution Partners Category by RSA, India
•
Indus Towers Customer Award for Excellence in Delivery
•
Bharat Gaurav Award, 2010 for Nagarajan A, VP, Business Operations, Wipro Arabia for excellence in keeping Indian Flag high in other countries
•
Wipro wins this year's NCPEDP Shell Helen Keller Award for equal opportunity efforts for people with disabilities.
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•
Wipro wins the Global, Asian and Indian MAKE Award 2009 for creating an environment for Collaborative knowledge management.
•
Wipro has been recognized as India's No.1 Network Integrator for the 6th consecutive year; and has reclaimed the No.1 Network Management Services Provider for the year.
•
Wipro Ego Notebooks ranked amongst top 4 notebook brands by IDC
•
Platinum Partner Award from Hitachi Data Systems for 2008-2009
•
Gold Certified Partner of HP, Middle East for 2008-2009
•
Certified by Cisco for Master Security Specialization
•
Enterprise Partner of the Year Award, 2008-2009 by Websense
•
Declared Top Growth partner by Fortinet for 2008-2009
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SWOT ANALYSIS SWOT Analysis is the Key Component of Strategic Development. It can prompt actions and responses. SWOT analysis is a strategic planning method used to evaluate the Strengths, Weaknesses, Opportunities, and Threats involved in a project or in a business venture. It involves specifying the objective of the business venture or project and identifying the internal and external factors that are favorable and unfavorable to achieve that objective. The technique is credited to Albert Humphrey, who led a convention at Stanford University in the 1960s and 1970s using data from Fortune 500 companies. A SWOT analysis must first start with defining a desired end state or objective. A SWOT analysis may be incorporated into the strategic planning model. Strategic Planning, has been the subject of much research •
Strengths: characteristics of the business or team that give it an advantage over others in the industry.
•
Weaknesses: are characteristics that place the firm at a disadvantage relative to others.
•
Opportunities: external chances to make greater sales or profits in the environment.
•
Threats: external elements in the environment that could cause trouble for the business.
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Identification of SWOTs are essential because subsequent steps in the process of planning for achievement of the selected objective may be derived from the SWOTs. First, the decision makers have to determine whether the objective is attainable, given the SWOTs. If the objective is NOT attainable a different objective must be selected and the process repeated. The SWOT analysis is often used in academia to highlight and identify strengths, weaknesses, opportunities and threats.
S W OT A N A L Y S I S O F W I P R O STRENGTH
Large Employee Base: (98,391 as on 27th Oct 09)
Diversified operations & Broad range of Research and Development services
Global delivery model: Market leader in Offshore, consulting and business process outsourcing business.
Global Diversified company with a strong R&D
Division twice as large as TCS and Infosys.
OPPORTUNITIES
IT Sector is booming
WEAKNESSES
Higher attrition Dependence on mature market
THREATS
Increase in English speaking people in Other countries.
Emerging Small IT companies
Unrelated diversification Multinational companies.
Changing laws, regulations and Standards
Innovations of latest Technologies Good scope for expanding business
High reliance of US and European Markets.
of
other
New global development centers Page 33
COMPETITORS OF Wipro LENOVO Lenovo is an Innovative, international technology company formed as a result of the acquisition by the Lenovo Group of the IBM Personal Computing division. As a global leader in the PC market, they develop, manufacture and market cutting-edge, reliable, high quality PC’S products and value added professional provide customers around the world with smarter ways to be productive and they can be ascertained as a bitter rival of HCL.
COMPAQ & HP Compaq India is a subsidiary of Compaq that was founded in 1982 in Houston, USA. Compaq in India has huge market even after its merger with Hellwet Packard (hp). Compaq's desktop, notebooks and accessories are the main products manufactured by Compaq in India. The Hoston based company works with main focus on computers and servers. It captures about 25% of Indian hardware market. The two IT giants can pose a threat to domestic conglomerates like Infosys, Satyam Computers etc. In Bangalore Compact Computer Corporation has launched an online store. This facility will be used by Compaq India to sell its products like the Presario range Notebooks Laptops, Iraq Desktops SB Series, fingerprint ID and smart card reader in the online store. The store is of great help to the customer HP is a technology solutions provider to consumers, businesses and institutions globally. The company's offerings span IT infrastructure,
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personal computing and access devices, global services and imaging and printing for consumer, enterprises and small and medium business.
ACER Acer Incorporated founded by Stan Shih, his wife Carolyn Yeh, and a group of five others in 1976, was renamed Acer in 1987.It is a Taiwanese multinational electronics manufacturer. It owns the largest franchised computer retail chain in Taipei, Acer is the third largest computer manufacturer in the world (by sales) after HP and Dell Inc. and its product line-up includes desktop and mobile PCs (laptops),as well as personal digital assistants (PDAs), servers and storage, displays, peripherals, and e-business services for business, government, education, and home users. Its product range has Desktop computers: Notebook computers: •
Travel Mate
•
Tablet PCs
•
Aspire series
•
Extensor series and
•
Ferrari Series
SONY Page 35
One of the most recognized brand names in the world today, Sony Corporation, Japan, established its India operations in November 1994, focusing on the sales and marketing of Sony products in the country. In a span of 12 years Sony India has exemplified the quest for excellence in the world of digital lifestyle becoming the country’s foremost consumer electronics brand,with relentless commitment to quality, consistent dedication to customer satisfaction and unparalleled standards of service. Sony India is recognized as a benchmark for new age technology, superior quality, digital concepts and personalized service With brands names such as BRAVIA, Xplod, Sony hi-fi, Handy cam, cyber shot, WEGA, VAIO, Walkman, Memory stick‚ PlayStation an AIWA, Sony has as a value leader across its various product categories of Audio/Visual Entertainment products, Information and communications, recording media, business and professional products. Sony cannot be considered as major problem for HCL as its target segment is different than that of HCL but very soon in the future HCL can easily upgrade to cater the needs of this segment.
DELL Dell, Inc. is a multinational company based in Round Rock, Texas struggling to settle down in Indian market and it develops, manufactures, sells, and supports personal computers and other computer related products. it held the second spot in computer sales within the Hewlett-Packard Company. The company currently sells Personal Computers, Server, Data storage Devices, Network switches, software, computer Peripherals and Television. Inspiron, Studio, XPS, Aliemwareare some brands from Dell.
FUJITSU
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Fujitsu is a company, that is a new entrant in Indian Market, specializing in semiconductors, computers (supercomputers, personal computers, server), Telecommunication, and services and its headquartered in Tokyo. Internationally, Fujitsu considers IBM to be its main competitor. Some of its Major products are Life book, notebook computers, Mobile Phones. Tablet Personal Computers, Pen based Computers.
HCL Info systems HCL Info systems Limited are India's premier information enabler and country's leading ICT system integrator and Distribution Company. Leveraging its 3 decades of expertise in total technology solutions, HCL Info systems offers value-added services in key areas such as system integration, networking consultancy and a wide range of support services. HCL Info systems is among the leading players in all the segments comprising the domestic IT products, solutions and related services, which include PCs, Servers, Imaging, Voice & video solutions, Networking Products, TV and FM Broadcasting solutions, Communication solutions, System Integration, ICT education & training, Digital lifestyle Solutions and Peripherals. HCL Info systems Ltd is one of the pioneers in the Indian IT market, with its origins in 1976. For over quarter of a century, we have developed and implemented solutions for multiple market segments, across a range of technologies in India. We have been in the forefront in introducing new technologies.
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Chapter 3
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Services Offered by Wipro Ltd
Services
Expertise. Steering industry demands. In today's world where IT infrastructure plays a key role in determining the success of your business organisation, Wipro InfoTech helps you derive maximum value from your IT investments. We offer our clients the full array of IT lifecycle services. From technology optimization to mitigating risks, there is a constant demand to evaluate, deploy and manage
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flexible, responsive and economical solutions. Outsourcing non-core operations can help you transform your business into a leaner and smarter organization with greater adaptability to changing economic and business trends. In a maturing outsourcing market where both clients and vendors are becoming increasingly adept at understanding the fundamentals needed to develop a lasting relationship, Wipro Infotech offers you a partnership that goes beyond merely providing a solution. Spurred on by the goal of creating new business processes and innovative models to help our customers gain new levels of efficiency, differentiation, and flexibility, Wipro InfoTech offers you Total Outsourcing Services (TOS). This powerful service offering ensures dynamic solutions that offer total process visibility resulting in pre-emptive solving of problems or issues even before they can manifest and affect your business performance. Our solutions eschew the immature model of offering ad hoc solutions that dwell on pricing, labour arbitrage and granular level contracts within tower groups to solutions that tend towards being a strategic corporate initiative. This ensures delivery of results against service levels, larger scope relationships that enable service providers to respond quickly and flexibly and transfer of day-to-day responsibilities. At Wipro InfoTech we also offer consulting services as part of our advisory expertise across various domains. Our various consulting practices enable you to achieve execution excellence to help drive your business momentum despite challenges arising from globalization and the dynamics of customer loyalty. Optimizing IT resources through our services, we build a strong base to empower your technology operations. This includes identifying pain areas, deploying the right resources to upgrade or solve them, implementing strategic business and IT tools, as well as managing the project lifecycle. All of
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these are achieved through our focused quality that complies with ISO 9000, Six Sigma, SEI CMM & PCMM level 5 standards and processes. With over two decades of experience Wipro InfoTech has a commanding lead in leveraging critical IT services for clients in India and Middle East. Our services are further backed with strategic partnerships with some of the top global technology corporations - Oracle, Microsoft, SAP, IBM among others. Our service offerings include:
• Consulting Wipro InfoTech offers consulting services that support your strategic business objectives in today's competitive business environment. As organizations move up the value chain, we help drive your business momentum in the light of challenges arising from globalization, competition and the dynamics of customer loyalty. The various consulting practices enable you to achieve execution excellence, cost leadership and business agility through IT, resulting in sustainable business leadership in your industry. Leveraging people, process and technology experience, Wipro InfoTech aligns the right set of practices to complement your business. Every successful project execution highlights the practitioner experience of our consultants. We drive home your business advantage by providing advisory and implementation frameworks, delivered through a strong focus on core business issues, strong process orientation and industry domain knowledge. From ideation to completion, we are there with you at every step of the project to resolve any issues. Our partnership with each client is built on trust and excellence in performance leading to successful results. Wipro InfoTech Consulting practice gives you the full benefit of:
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•
Strategic cost reduction: Strategic sourcing, supply chain process consulting, procurement technology enablement, low cost country sourcing
•
Business transformation: Business process improvement through Six Sigma, Lean, Triz, TOC and Integrated Quality Management System through ISO, CMMi, PCMM advisory and implementation
•
Security governance: Advisory and assurance, identity management, technical risk assessment, compliance to standards
•
Strategy: Enterprise architecture and IT strategy, technology selection and optimisation, IT governance through ITIL, COBIT, ISO 20000, shared services advisory and roll out
•
E-governance: Capacity planning, e-governance strategy and roadmap, electronic government procurement system
•
Business Solutions
Each company based on their business operations requires a wide array of applications and solutions to be developed for sharing and managing information among their employees, customers, dealers and partners. This helps companies make the right decisions to interpret, as well as to predict business outcomes. At Wipro InfoTech, our technology expertise is reinforced by strong business solutions focus that results in a competitive advantage for your enterprise. Using our cutting edge competency we have proven expertise in delivering high-end solutions with our in-depth understanding of various domains, alliances with strong technology partners, high consulting capabilities and technical expertise. Catering to a variety of industry specific solutions, we render our expertise across a range of verticals like: •
Enterprise
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•
Telecom
•
Banking and finance
•
Securities and insurance
•
IT/IT- enable services
•
Government
•
Healthcare
We ensure that the right applications and solutions are built, architected, integrated and managed to enable availability of information. Wipro InfoTech solves your business roadblocks by connecting all disparate systems in an enterprise into an integrated system. Our focus on quality is ascertained by the fact that our solutions comply with ISO 9000, Six Sigma, SEICMM and PCMM level 5 standards and processes.
Wipro offerings include horizontal competencies in the following: •
Enterprise Applications: Enterprises around the world are leveraging technology
applications like ERP, CRM, SCM, HR management, e-commerce etc. to support their critical functions as they expand operations. Businesses require highly responsive and available applications that can speed up transactions and processes. At Wipro Infotech, we consult, architect, integrate, implement, support and manage your applications with solutions that help drive your business momentum. We understand the need for a strategic IT infrastructure that can deliver maximum value in performance and costs. Your enterprise applications need to be scalable, secure, full featured, integrating critical functions of the organization and capable of functioning across geographies while automating and speeding up your transactions. Our technological expertise and
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knowledge management through our Centers of Excellence (CoE) help you align your business goals with your IT needs. Transforming your enterprise into an efficient model of profit, we deliver the following e-enabling services for your applications. •
Enterprise content management and portals
•
Enterprise application integration (EAI)
•
Enterprise web services
•
Enterprise consulting and architecture
•
Enterprise security
Our strategic partnerships with global solution leaders like SAP, Oracle, Microsoft and PeopleSoft helps us drive your business momentum further - increasing operational efficiencies while driving down costs and management risks.
Wipro Infotech Service portfolio includes: 1. New application development 2. Existing application enhancement 3. Portal development 4. Content and document management 5. Application migration 6. Application integration services 7. Real time solution-In Memory database 8. SOA solution Offerings
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•
Application Development and Portals: With today's technological advancements,
application development enables businesses to achieve greater productivity and higher ROI. By leveraging the latest technology, complex application portfolios drive and sustain businesses. Across domains, application development can solve various business issues while helping rapidly evolving businesses deal with increasing system complexity. The business solutions practice at Wipro InfoTech leads the market in application development and support services in Indian and Middle East regions. We help companies like yours maximize on their IT investment, minimize on TCO and develop rapid responses to competitive threats. With a well-defined and mature application development process, we support the entire application development lifecycle - from analyzing your IT requirements to e-enabling your processes. Our extensive domain knowledge means that we develop customized applications to meet your IT requirements, seamlessly integrate various heterogeneous systems, and extend support services for the applications. At Wipro InfoTech, application security in terms of compliance and risk is given critical importance. With metrics-driven development phases, Wipro InfoTech leverages its established experience and expertise to develop and deploy world-class applications. We are committed to ensuring that that business processes are built for change, dramatically improving the scalability and adaptability of your organization. SLA-based delivery forms the basis of the entire service offerings. Combined with global delivery models and web-based tracking tools you are assured of enhanced quality applications and support services on these applications. Onsite and offsite delivery mechanisms are possible through our established offshore development centre and repeatable and predictable processes.
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•
Application Maintenance: At Wipro Infotech, we are focused on deploying
innovative delivery models and proven quality processes to drive cost-effective solutions for the service industry. From information sharing to managing online transactions, you require applications that are constantly available. The applications in your organisation need to be monitored and maintained to perform at their peak capacity and avoid any downtimes while enabling you to take split second decisions in your business. Realizing the importance of streamlining these complex applications, Wipro Infotech deploys best practices in application maintenance through proven tools and processes. Outsourcing the complete or specific application maintenance functions to us provides you the benefit of cost savings and maximizing return on investment (ROI). We ensure your investment in IT applications is safe and aligns perfectly with your business processes through all the transitions that constantly occur. This is proven by our competency in improving productivity year-on-year across projects we have executed. Wipro Infotech creates business value through application maintenance services that drive performance leading to increased productivity for your business. Our services have been classified into four categories. 1. Routine service 2. Project services 3. Common services 4. Value added services
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•
Third Party Testing: he 'go live' stage of any software or application rollout is the
most crucial part of your business. This is the make or break phase that could define the immediate future of your business and you require totally error-free solutions for this. Complex applications with even minor probability of error can bring down reliability during user acceptance and the 'go live' stage. Countering these factors requires a structured methodology for a test plan, test environment, verification and execution. At Wipro InfoTech, we deploy the appropriate testing services and tools to increase productivity and repeatable results. Our third party testing engagements cover large and complex applications and IT resources. We are among the largest third party testing companies in the world delivering services through offshore, onsite, near shore and remote delivery models. We bring your business tangible benefits with the full spectrum of testing services. Our alliances with leading test tool vendors including Mercury, Compuware, Rational, Test quest, Telelogic among others, helps us leverage our best practices through innovative frameworks in areas like test automation, test case optimization and defect prediction. Wipro InfoTech offers the following portfolio under the end-to-end testing services. 1. Life cycle testing: Continuous testing services for software projects under development or maintenance: System, integration, regression, acceptance 2. Test automation: Services to help customers automate their testing processes thereby bringing in efficiency gains 3. Specialized testing: Point testing services for a customer's specific needs in a new/old software
project;
performance,
upgrade,
protocol
conformance,
localization/globalization 4. Test process consultancy: Test process consultancy helps improve the effectiveness and efficiency for clients testing/QA environment
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Quality assurance testing is a critical phase of any software development project and our testing services ensure that the newly developed application is reliable and able to operate consistently under pressure. Through our Centre of Excellence (CoE) we provide quality assurance assistance across varied verticals including energy and utilities, BFSI, retail, government, healthcare, hospitality, manufacturing, media and entertainment, telecom, travel and transportation. Wipro core competencies across different domains extend to: 1. Enterprise applications 2. Software test methodologies •
Data Warehousing: Data warehouses are an organisation's corporate memory,
containing critical information that is the basis for their business management and operations. Organisations then require their data warehouses to be scalable, secure and stable with the ability to optimise storage and retrieval of complex sets of data. Business intelligence systems transform an organisation's ability to convert raw data into information that makes online multidimensional transaction and analytical processing possible. Data warehousing (DW) and business intelligence (BI) operations together enable organisations to base crucial business decisions on actual data analyses. At Wipro InfoTech, our DW/BI offerings provide your organisation with direct access to information analytics that will help you respond quickly to emergent business opportunities and rapidly changing market trends. With India's largest dedicated DW/BI team of 2050+ consultants who bring 4350+ person years of experience, Wipro InfoTech DW/BI solution framework can be customised to address your domain-specific requirements. We have Page 48
extensive experience in the finance and insurance, retail, manufacturing, energy and utilities, telecom, healthcare and government sectors. Such varied domain experience, along with our alliance with global vendors in the field and cross-technology competency drive your BI operations from a departmental to an enterprise-wide initiative. As an end-to-end service provider, we consult, architect, integrate and manage your DW/BI operations to ensure that you stay ahead in today's competitive business environment. •
Point Solutions: Businesses today depend on a portfolio of specialized IT
applications to manage different organisational aspects such as financials, HR, operations, customer management. Operational efficiency, production efficiency, seamless integration, agile enterprises network integration and cost of operations remain constant concerns due to the complexities involved in management of these applications. At Wipro Infotech, we understand the demand to integrate output from different applications. We also understand the complexities and the cost, time and effort implications that come from data multiplications. Point solutions offered by the Business solutions division is positioned as an alternative strategy for your organizational efficiency. Point solutions, unlike traditional end-to-end solutions, achieve seamless integration of CRM, ERP, and various other applications meeting the needs of departments such as billing, procurement, customer services, finance, HR, shop floor production systems, etc., within your organization. We develop and deploy a multiple functionality and independent platform that can drive your organization’s IT requirements. Key benefits include:
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1.
Domain specific offerings - our strong domain expertise addresses challenges and
business needs for the Utilities, Oil and Gas, Manufacturing (CME, DMS solutions) and Retail segments (RFID technology). 2.
Reduced TCO since data inaccuracies and multiple application maintenance costs are
dispensed with. 3. Scalable solution offerings making it easy to customize according to your scale of operations. 4. Increased visibility across operations hence driving operational efficiency. 5. Real time access to different sets of data. 6.
At Wipro InfoTech we understand and appreciate the nuances of various industry
verticals as we have excelled in building industry/domain specific capabilities. Whether you are a growing organization or an established Fortune 500 enterprise, our business solutions can impact your business directly and consistently - generating higher revenues, organizational efficiency and business agility.
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Products
Reliability. Powering business partnerships. The IT infrastructure in your organization needs to be reliable, scalable, flexible and able to withstand the pressures of day-to-day activities and business processes. For this you need mission-critical solutions and IT products that can power your business to achieve quicker and efficient results. With over two decades of experience delivering quality IT solutions and products through strategic services, Wipro InfoTech is perfectly placed to handle your technology requirements.
From PCs, laptops and servers to critical software product requirements, we deliver products that reflect the latest global quality standards. Our customized solutions based on premier IT product platforms complement your business requirements. Wipro InfoTech product delivery capabilities are driven by strong alliances with some of the world's leading technology corporations. Our strategic partnerships including IBM, Cisco, Microsoft and Sun among others, have been in place for more than a decade and this is a reflection of the constant quality we deliver to your business.
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We keep our product lines updated with the latest innovations in the respective segments. Our end-to-end service and support across all solutions we deliver is an assurance of our total commitment to attend to your immediate IT needs.
Knowledge Centre
Knowledge. A never-ending pursuit. With over two decades of experience in meeting the IT needs of enterprises, Wipro Infotech has gained a name for offering comprehensive IT solutions that encompass best-of-breed products, best-practice IT services and best-in-class enterprise solutions. Building on this experience, we've been able to meet greater challenges and evolve with the changing business scenarios across the world. To learn more about our capabilities and gain insight into how Wipro Infotech uses technology to help your business take on the competition, browse through the sections listed below.
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TOTAL OUTSOURCING
Global competitiveness is driving market growth across domains and as your business expands, the need to focus on core capabilities becomes increasingly critical. You require the best resources to be devoted across your enterprise as you grow. With IT infrastructure emerging as an important element of defining and achieving your business objectives, you also need to be technologically ready to take on strategic challenges that can fuel your growth. Balancing these business and technology requirements would unnecessarily burden your organisational resources. With this in mind, outsourcing is the key to taking care of IT infrastructure and application needs while allowing you to concentrate on your business competencies. Across domains, IT is an integral part of organisational process and growth and Wipro Infotech is that partner who can help you achieve technology competence of the highest level.
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Wipro Infotech Total Outsourcing (TOS) services are targeted at achieving maximum value by providing end-to-end best of breed IT practices for your business. From technology optimization to mitigating risks, we fulfil your constant IT infrastructure and application demands while evaluating, deploying and managing flexible, responsive and economical solutions. Through our acknowledged quality processes and program governance frameworks, we help you achieve and sustain business momentum. Based on service level agreements (SLAs), we meet every need and objective of your business by providing IT infrastructure solutions that seamlessly align with organizational processes and practices. As one of the world's top technology vendor, we have helped organizations strategize, integrate, manage, maintain and sustain their IT infrastructure to emerge stronger in their respective domains. We are the partner of choice for corporates as they outsource their IT requirements, thus enabling them to focus on their core competencies. Our success lies in our continued focus to help you enhance your business value through IT. We are committed to deliver quality to your enterprise through our onsite, near site, multi-site, offsite and Global Service Management Centre (GSMCTM) service delivery models. Our end-to-end offerings in Total Outsourcing include: 1. Consulting services 2. Technology infrastructure services 3. Enterprise application services
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Program Governance The complexity of managing total outsourcing projects is compounded by the extensive IT infrastructure and resources that need to be covered. Co-ordinating between the vast technical and operational aspects of the project requires a strong control model that overarches the given project while driving an actively managed partnership. At Wipro Infotech, we have created a program governance framework that helps support business objectives on strategic, functional and operational levels. This addresses the rules, processes, metrics and organizational structures needed for effective planning, decision-making, steering and control of the outsourcing engagement in order to mitigate the risk inherent in any outsourcing relationship.
Our Total Outsourcing services are delivered through a Program Management Office (PMO) which manages and governs all our projects. Through the PMO we assure you that our clearly articulated vision strictly adheres to high standards of service delivery and quality. Our program governance processes include: 1. Service delivery management: Transition management, service management, change management, risk management, project management, performance review.
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2. Technology management: Technology assessment, impact analysis, business case, deployment strategy, sustenance strategy. 3. Relationship
management:
Governance
effectiveness,
customer
satisfaction,
communication, expansion of scope, issue management. 4. Contract management: Invoicing and verification, service consumption analysis, contract management, contract change management. Our Total Outsourcing services create value through technology to help transform your IT universe into a powerful business driver. The substantial benefits derived through our service include: 1. Strategic: Our continuing focus on business excellence helps you focus on your market objectives. We provide effective decision support systems with industry benchmarking and are accountable for the work we deliver at every stage of our partnership with you.
2. Operational: Our process delivery and best practices are backed by strong quality standards including ITIL, PMI, CMMi, ISO 9001:2000 and Six Sigma. The operational benefits are improved efficiency for your IT infrastructure with access to advanced technologies. Our technology experts ensure process and quality led service delivery.
3. Financial: You gain significant cost savings in overall IT operations through predictable expense management and a faster time-to-market ensures a quick return-oninvestment (ROI) for your business.
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The strong frameworks that guide the outsourcing engagement to deliver business performance are complemented by our deep domain and industry vertical expertise. The unique demands and nuances of specific industry micro verticals need a clear focus and in-depth understanding to create true business value in an end-to-end outsourcing engagement. At Wipro Infotech, we recognize this and have therefore developed domain competencies in banking and finance, manufacturing, energy, airlines, retail, utilities, government, telecom, healthcare etc. to help keep pace with changing demands of your industry. Through this vertical focus we also ensure that your organization is leading and not merely following when it comes to deployment of technology and industry standards. We have developed total outsourcing propositions covering the above industry verticals and we can customize similar propositions to unique requirements of other verticals thereby providing you the powerful thrust to raise your profile, irrespective of your line of business.
•
Banking and finance
•
Retail
•
ITES
•
Airlines
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Chapter 4 Research Methology Page 58
RESEARCH METHODOLOGY Research Methodology is a way to systematically solve the research problem. It may be understood as a science of studying how research is done scientifically. In it we study the various steps that are generally adopted by a researcher in studying his research problem along with the logic behind them. Entire data has been collected and calculated up to the accurate extent is from primary as well as secondary sources i.e. no previous data was available on the basis of which calculation for graphical presentation is done. As it was assured to the respondents that their response would be kept confidential so they were very free and frank while giving their response. It was descriptive research. The researcher-collected data from personal interviewed with officials of different Organizations/Institutes, by filling questionnaires, surfing on Internet, articles published in magazines, literature available with Wipro Ltd.
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DIAGRAM OF RESEARCH METHODOLOGY DEFINE RESEARCH PROBLEM REVIEW THE LITERATURE FORMULATES HYPOTHESIS DESIGN RESEARCH COLLECT DATA Page 60
ANALYSE DATA INTERPRET AND REPORT
Methodology of data collection To make the report more authentic and valid, the collection of data should be through reliable sources and the approach is very important. For the purpose of this report, the data and information were collected in the following manner:
Direct Contact with the Organization: The Organization was visited daily to collect the information about their services and products offered. Their pamphlets were obtained and studied. All the Primary Data Collected With the Help of Questionnaire.
Websites and Search Engines:
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The internet, being the largest source of information and knowledge proved to be the biggest help in data collection. The websites of the Wipro Ltd. gave the information regarding the industry in general.
Books available: The data was also collected from the book with us and the brochure also proves very useful. The data so collected was then sorted and classified to make it suitable for analysis. Several questions proved to be reluctant and were dropped in final analysis. Conclusions were drawn on the basis of the majority opinion. Some points were the conclusions were ambiguous were also removed from analysis.
DATA COLLECTION METHOD Survey Method 1) DATA SOURCE: Primary Data from different Institutions. 2) Contact Method: Personal 3) Field Work: Field work consisted of visit to various Institution / Organizations.
ANALYTICAL TOOLS 1) Pie Chart 2) bar chart
DATA COLLECTION a) PRIMARY DATA: Through survey using structured questionnaire.
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We have collected our data on the basis of the objective which was prepared by me.
b) SECONDARY DATA: Company resources and annual report book and Site of the Company.
METHODS OF DATA COLLECTION AREA OF STUDY: Lucknow City in the state of Uttar Pradesh, which is one of the major “Educational Hub” in the state. PERIOD OF STUDY: 8 Weeks (2 Months)
QUESTIONNAIRE Part: A
Organization Information 1. Institution Name
:
2. Establish Year
:
3. Owner’s Name
:
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4. Contact No & Mail Id
:
5. Courses Offered All
:
6. Contact Person
:
7. Designation
:
8. Contact No & Mail Id
:
9. Educational Qualification
:
Engineering
Management
Undergraduate
Graduate
Post Graduate
Professional
Others
Pharma
((MCA, MBA (I.T),
B.Tech,)
10. Address
:
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Part – B Information Related IT Products (PCs, server, Laptop) 1. How Much Computer Labs Using Presently?
:1
2
More than 2
2. What is the Strength of Computer Lab?
3. Presently are U using the PCs/Laptops/Server Of Which Company?
Server
PC
Laptop
4. Are U Satisfy With the Service of the Company?: Yes
No
5. Are U Facing Any Problem While Communicating Company ?: Yes
No
6. What is your Opinion about Product Performance?
a) Excellent
b) Good
c) Ok
7. In Future U want to use the Product ?: Yes
No
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8. What are the Criteria of Purchasing Products?
Price
Offer
Quality
Services
Brand
9. Any Suggestion to Company?
Part –C 1. Are You presently Using Any Wipro Product? :
Yes
No
2. How Would You Rate the Quality of “WIPRO”? : Yes
No
3. Any Problem While Communicating the Customer Care Representative? : Yes
No
If Yes, Please Specify …………………………………………………………………… 4. How Would You Rate the Service of “Wipro”?
1. Excellent
2. Good
3. Poor
4. V.poor
5. Any Suggestion to Improve the Quality of “WIPRO”? :
…………………………………………………………………………………………… …
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6. In Future Want to Use Products of “WIPRO”? : Yes
7. Any Requirements?: Yes
No
No
8.
Server
PC
Laptop
Thanks (Signature)
SAMPLING PLAN SAMPLE DESIGN The sample was selected on the basis of pre-qualifying question as to whether the respondent is an existing customer or whether he is planning to avail the products and services provided by HCL in future so that the respondents can be grouped into two categories (whose opinion was vital for the survey):
Users (73 percent) and
Perspective buyers (27 percent).
RESEARCH METHODLOGY Research Type
:
Descriptive
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Universe
:
Lucknow
Sampling Technique
:
Convenience Sampling
Sample Unit
:
Colleges (Different IT In charge)
Sample Size
:
40
Method’s of Data Collection
:
Primary Data – Interview Method Secondary Method – Internal Sources, Brochures, Websites, Leaflet, Pamphlet.
Chapter 5 Page 68
DATA COLLECTION
INSTITUTIONS SURVEYED 1. Sardar Bhagat Singh collage of Tech &mgmt 2. Dr M.C Saxena collage of Engineering & Tech 3. Institute of Envoirment & Management 4. Asia School of Mgmt 5. Bansal Institute Of Enginering &tech 6. BN Collage of engg & Technology 7. Goel Ins of tech & Mgmt 8. Lal Bahadur Shastri Ins of Mgmt & Devlopement 9. Institute Of Technology & MgMt 10. Sri Ram Swaroop Collage of Engg & Mgmt 11. SS Institute of management 12. RR Institute of Modern Technology 13. Bora Institute Of Management Sciences 14. SMS Institute of Technology 15. Saroj Institute Of Technology 16. IMRT Business School 17. Gyan Institute Of Management and Technology 18. Sherwood Collage Of Management 19. IILM Academy of Higher Learning
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20. Himalyan Institute Of Technology 21. SR Educational Group 22. Azad Institute of engineering and Technology 23. MG Institute of Management and technology 24. Institute Of technology Lucknow 25. Institute of proffesional Studies and Resarch 26. Babu sunder Singh Institute of Technology & Mgmt 27. Charak Institute of Business Management 28. Lucknow Collage of Technology & Management 29. Lucknow Model Institute of Technology & Management 30. Motilal Rastogi School of Management 31. Maharana Institute of technology & Sciences 32. Heera Lal Yadav Institute of Technology 33. Seth Vishambhar Nath Group of Educational Institution 34. Saraswati Institute of Technology & Management 35. Surya Collage of Engineering Science and Technology 36. Techno Insitute Of Management Studies 37. Ambalika Institute of Management & Technology 38. Aryavart Institute of Technology & Management 39. International Institute For Special Education 40. Futura Institute of Management Studies
Market Strategy of WIPRO Wipro expects to significantly grow its global IT services business and the percentage of its total revenues and profits contributed by this business over the next few years. It hopes to achieve this objective by identifying and developing service offerings in emerging growth areas as separate business opportunities, such as infrastructure support services, business intelligence services and telecommunication, internet and application service providers.It is also planning to aggressively develop the research and development services by focussing on high growth markets such as telecommunication, mobile communication and the internet and high growth technologies such as embedded software. Also, the company will be leveraging its experience
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in providing IT services in the Indian market and its access to existing clients outside India to provide global support services. The intention is also to increase the number of clients through a dedicated sales team focussed on new client acquisitions and increasing its presence in Europe and Asia. The goal is to make every new client account earn over $1 million in annual revenues within twelve months. Also the company intends to increase its share of business with existing clients by expanding its range of IT solutions and by increasing its knowledge of industry segments and individual client businesses to allow it to better understand client requirements. The focus would be on improving operating margins by increasing the revenue per IT professional by providing higher value added services, increasing the number of productized services and increasing the proportion of the company's fixed price contracts.
WIPRO MARKETS ITSELF Wipro focuses largely on "pull" marketing initiatives, targeting prospective clients while they are searching for relevant IT information. Mostly this means Web-based marketing with four key components: •
Search engine promotion
•
Thought leadership content on leading IT portals and directories
•
Web seminars and events
•
Website content
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Wipro's own Website is the fulcrum of the entire lead-generation program. The marketing team has invested heavily in creating a wide range of material to showcase company capabilities and successes, demonstrate thought leadership, and provide interactive opportunities for prospective clients to sample Wipro's wares. Wipro uses special offers and more than 400 case studies to get visitors to demonstrate and register their specific interests. Comprehensive Web monitoring provides regular analysis of what is and is not working and what role the Web is playing in lead generation and relationship development. Building on the "pull" elements, Wipro uses permission marketing to strengthen relationships and move prospects along the sales cycle. Specific initiatives include telesales, direct mail, and industry-based newsletters. In all cases, the marketing team relies on the prospect database to create carefully targeted lists based on incoming traffic, client profiles, and ongoing Web activity. This helps create the greatest possible impact from the limited "push" activities. Typical marketing campaigns today target as few as 30 to 50 accounts. Many firms talk of a single view of the customer, yet just as many are saddled with disparate databases and uncoordinated marketing and sales activities. The common result is that some prospects are bombarded with conflicting messages through different channels while others simply fall through the cracks. Wipro faced exactly that challenge several years ago and invested in the creation of a single prospect intelligence database that provides a complete view of all marketing and sales interactions with prospect companies as well as extensive profile information. The database
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now includes detailed data on multiple contacts from almost every company in the Fortune 1,000 and more than 17,500 senior management contacts in all. The database is so effective that Wipro no longer buys lists of any kind to support its marketing efforts. Results from Wipro's integrated lead-generation program have greatly exceeded expectations and created an extremely high return on marketing investment. Along with a surge in qualified leads has come a greatly accelerated sales cycle. The typical six- to nine-month sales cycle has been shortened to 30 days in some cases. Leads are converted to sales far more quickly because the targeted approach is more personalized and focused. The particular tactics at the heart of Wipro's program are well known, if not always well developed. No doubt Wipro has done a great job in improving its Website, developing newsletter and Web events, and targeting the right prospects. And it is certainly helped by being in a growing market. Yet the great power and the most important lessons of the program lie in its integrated nature and its disciplined execution.
The move to the higher echelons of the software value chain Wipro has consciously focused on increasing the revenue contribution from higher-end service lines. The share of services such as IT consulting, systems integration, technology infrastructure services, testing, package implementation and R&D services has been
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consistently increasing over the past few years. There is significant growth potential in these areas. In order to put it in numbers . In FY2002, revenues from such services totaled 14% of IT service revenues, while in FY2006, this figure was nearly 30%. These services have grown at a CAGR of 64.0% during this period, and total revenues from these services nearly touched US$ 500 mn, from just US$ 67 mn in FY2002. To give just one example, Wipro has been amongst the first movers in services like infrastructure management, which have significant growth potential. Infrastructure management, which is the remote management of a company's IT infrastructure, such as servers, desktops. network management and security systems, used to be an activity that was performed nearly 95% onsite only a few years ago. However, with the increasing acceptance of the off-shoring concept, the activity is now performed 65% offshore, with significant cost savings and value addition for the clients. This service line has grown at a CAGR of over 40% from FY2002, and given Wipro's strong positioning in this service, appears poised for even stronger growth in future.
Wipro's greater technology-intensity give it an edge over its peers While Wipro's peers derive a significant part of their revenues from the enterprise services business, Wipro has an edge in terms of it being relatively more technology-intensive.
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The company, as part of its R&D group, provides services in the areas of emerging technologies related to avionics, embedded systems, product engineering, home networking, internet infrastructure, consumer and automotive electronics, to telecom equipment manufacturers like Nortel. The telecom and internet accesses space is a lucrative one due to the fact that R&D spends by the US industry and government have been strong. As a mater of fact, the technology R&D business accounts for around 37% of the company's total revenues. Wipro has also derisked its revenues away from the equipment manufacturing space by venturing into the telecom service provider segment. This, we believe, gives the company greater resilience to slowdowns such as the one seen in the equipment manufacturer segment at the beginning of this century. With favourable trends in the global telecom sector, such as increased competition, adoption of 3G in numerous countries across the globe, the move to 'next-generation networks' (NGN), and the need to differentiate oneself from competition, leading to greater emphasis on the provision of 'valueadded services', such as streaming video, Wipro, being a key player in this space, appears wellpoised to benefit.
SALES PROMOTION
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Sales promotion, a key ingredient in marketing campaigns, consists of a diverse collection of incentive tools, mostly short term, designed to stimulate quicker or greater purchase of particular products or services by consumers or the trade. Whereas advertising offers a reason to buy, sales promotion offers an incentive to buy. Sales promotion includes tools for consumer promotion (samples, coupons, cash refund offers, process off, premiums, prizes, patronage rewards, free trials, warranties, tie-in promotions, cross-promotions, point-of-purchase displays, and demonstrations); trade promotion (prices off, advertising and display allowances, and free goods); and sales force promotions (trade shows and conventions, contest for sales reps, and specialty advertising). These tools are used by most organizations, including non-profit organizations. Churches, for example, often sponsor bingo games, theatre parties, testimonial dinners and raffles. A decade ago, the advertising to sales-promotion ratio was about 60:40. Today, in many consumer packaged-good companies, sales promotion accounts for 65 to 75 percent of the combined budged. Sales promotion expenditures have been increasing as a percentage of combined budget expenditure annually for the last two decades. Several factors contribute to this rapid growth, particularly in the consumer markets. 2 Promotion is now more accepted by the top management as an effective sales tool; more product managers are qualified to use sales-promotion tools; and product managers are under pressure to increase current sales. In addition, the number of brands has increased; competitors use promotions frequently; many brands are seen as similar; consumers are more price-oriented; the trade has demanded more deals from the manufacturers; and the advertising efficiency has declined because of rising costs, media clutter, and legal restraints.
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The rapid growth of sales-promotion media has created clutter similar to the advertising clutter. Manufacturers have to find ways to rise above the clutter-for instance, by offering larger coupon-redemption values or using more dramatic point-of purchase displays and demonstrations.
PURPOSES OF SALES PROMOTION Sales-promotion tools vary in their specific objectives. A free sample stimulates consumer trial, whereas a free management-advisory service aims at cementing long-term relationship with a retailer. Sellers use incentive-type promotion to attract new triers, to reward loyal customers, and to increase the repurchase rates of the occasional users. Sales promotion often attracts brand switchers, who are primarily looking for low price, good value, or premiums. Sales promotions are unlikely to turn them into loyal users. Sales promotions used in markets of high brand similarity produce a high sales response in the short term but little permanent gain in the market share. Today many marketing managers first estimate what they need to spend in trade promotion, then what they need to spend in consumer promotion. Whatever is left they will budget for advertising.. The question of whether or not sales promotion weakens brand loyalty is subject to different interpretations. Sales promotion, with its incessant prices off, coupons, deals and premiums, may devalue the product offering in the buyers’ minds. Buyers learn that the list promotions. However, usually, when a brand is price promoted too often, the consumer begins to devalue it and buy it mainly when it goes on sale. So there is risk in putting a well-known brand Page 77
leader on promotion over 30 percent of time. Dominant brands offer deals frequently, because most deals only subsidize current users. Brown’s study of 2,500 instant-coffee buyers concluded that: •
Sales promotions yield faster and more measurable responses in sales than advertising does.
•
Sales promotions do not tend to yield new, long term buyers in mature markets because they attract mainly deal-prone consumers who switch among brands as deals become available.
MARKETING MIX Marketing Mix mainly consist of 4 P’s The P’s are mainly •
Product
•
Place
•
Price
•
Promotion
PRODUCT: In product we mainly focus on the product which are being produced WIPRO Info Tech. The products have been categorized according to the needs of the customer and their buying behavior or buying pattern. Also identifies on the product which are different from the other IT companies.
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PLACE: In place we mainly see the places were WIPRO is doing its work. Example: Like I have done my SIP in Lucknow, so I have visited whole of Lucknow so WIPRO has done a good job in this city. In U.P WIPRO has got a good coverage of market in the IT sector or IT Industry.
PRICE: In price WIPRO has got the reasonable price in comparison to other companies. If any customer buys in bulk then the company offers some advantages and also gives some discount. The prices are very much penetrating in the market so it is easy for customer to buy the companies product.
PROMOTION: In promotion sector WIPRO focuses a great deal. It invests a huge amount on the promotion on the products. We can see that there are about 1000-1500 hoardings on the roads of the Lucknow, Advertisement on the paper and also Television.Pamplets are also distributed, this is also a way of Promotion. It launches new ideas in promoting its product. So by promotion WIPRO is increasing its business everyday.
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MICHEAL PORTER’S FIVE FORCES OF COMPETITIVE MARKET MODEL
Threat of new entrants
Bargaining power of suppliers
Rivalry among Existing Competitors
Bargaining power of buyer
Threat of substitutes Product
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The Competitive Forces analysis is made by the identification of 5 fundamental competitive forces.
1.
ENTRY OF COMPETITORS: How easy or difficult is it for new entrants to start
competing, which barriers do exist.
2.
THREAT OF SUBSTITUTES: How easy can a product or service be cheaper?
4.
BARGAINING POWER OF SUPPLIERS: How strong is the position of sellers? Do
any potential suppliers exist or only few potential suppliers, monopoly? 5.
RIVALRY AMONG THE EXISTING PLAYERS: Does a strong competition between
the existing players exist? Is one player very dominant or are all equal in strength and size.
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CORE COMPETENCIES OF WIPRO For any business firm the most crucial key driver in its growth and productivity are the set of core competencies which it follows in order to differentiate its products and services from other competitors in market. Wipro Ltd over the years has leveraged on the following key core competencies for its growth and sustainability:•
Innovation as a key business driver by implementing certain business ideas which can
change the world. Change has always been driven by innovation at Wipro. Over the years it has raised the bar in delivering solutions that make a difference in the technology landscape while leading to enhanced values for its customers. • Inorganic growth strategy has been a critical factor in Wipro for getting deeper domain expertise, adding new service-lines and fueling rapid growth. •
Intensive R&D efforts for matching the changing needs of customers.
•
Excellent corporate work culture in terms of information sharing and empowerment
•
Quality as a very vital factor in order to deliver reliability and perfection to customers
by maintaining high standards in service offerings and products, as well as internal processes and people management. The Quality Management system (QMS) , called velocity-Q is a consolidation of experiences and best practices that are also aligned to standard quality models and certification.
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•
Low Cost Service Model.
CORPORATE
SOCIAL
RESPONSIBILITY
OF
WIPRO Wipro believes in following CSR functions:•
Reaching out to create new opportunities :- Over the years Wipro has never been
limited to
the projects and processes that are executed as daily operations rather it has
developed a clear road of taking its success to other sections of society who struggle to care for their own basic needs •
Wipro Cares: - Wipro care program is executed by with the help of its employees who
are free
to volunteer their services and other recognized voluntary organizations who make
sure the goal is never out of focus •
Wipro Applying Thought in Schools: - Education is recognized as a key investment in
Wipro,
not only within, but also marked and leveraged as a social initiative. Through the
Applying Thought in Schools initiative, it takes it tagline seriously enough to build a network of social organizations committed to education reform. Education quality, research and interventions are clearly defined that its program explores. •
Eco Eye: - Their commitment to the ecology around us is as strong as our every
endeavor.
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Wipro believe that the future lies in sustainable solutions that will never interfere with our environment. With the formation of Eco Eye, Wipro is now a business that incorporates better ecological balance in every project they execute.
Chapter 6 DATA ANALYSIS
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SIGNIFICANCE OF THE STUDY Everyone put his or her time, money and efforts because to have some significance. My study also has some significance to:
The organization As organization has got valuable data regarding customer preference and market share of kotak Securities ltd. in finance industry. Now the Organization can take some significant actions in the direction of customer satisfaction so that the customer can avail more benefits and the organization can get good customers and more business.
The Student It also has significance to me that I got the precious knowledge about various operations of different department, policies and data regarding various schemes provided by the Kotak Securities Ltd. It will help me in my future for the practical application in real life.
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Current IT infrastructure of SMB’s in Lucknow
By this data we can analyze that there are about 5181 persons that are working in SMBs of Lucknow in addition they have 4605 PCs and 117 servers.
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Average Annual expenditure of INSTITUTION In Lucknow
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From the above graph we can find that 26 out of 50 Institution spend less than 1 lakh on their I T, 10 out of 50 spend between 1 to 5 lakh and 14 out of 50 spend more than 5 lakh on
their IT sector.
Purchase process adopted by INSTITUTION’s
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From the above graph we can conclude that maximum no. of SBMs (19) purchase directly and •
2 out of 50 adopt limited enquiry process
•
12 purchase through open tender
•
7 through state nodal agency
•
5 adopt DGS & D process
•
While rest through some other resource
From where the purchase has being made?
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From the above graph we can conclude that 33 out of 50 INSTITUTION’s take their purchase decision from their head office while rest 17 purchase locally.
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On what basis customer chooses a particular brand…..
From the above graph we can conclude that •
42% customers choose a particular brand on the basis of both price and support.
•
28% on the basis of support
•
Only 10% choose their brand on the basis of price
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•
While rest 20% of customer choose their brand on some other criteria
Customer rating of the top IT companies
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From the above graph we can say that the top three customer rated IT companies are: HP HCL IBM
Rest of the IT companies share the other positions.
LIMITATIONS OF THE STUDY There are a few limitations to the study that may arise due to the following reasons:
1)
SAMPLING PLAN: The sampling is done through random sampling; generally through interviews, which might distort the results but not to a very great extent.
2)
THE AREA OF STUDY: Lucknow city might not hold good as a representative for the whole of India and hence the survey is location specific.
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Chapter 7 Page 94
Findings And Conclusion
FINDINGS
•
Importance of “IT “in an Education System
•
How’s IT help in decision making in any Institute
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•
Changing Role of Information Technonology in Education
•
Analyze the life Cycle of Product
•
Market Share of Wipro in comparison to others
CONCLUSION After the Completion of “SUMMER INTERNSHIP PROGRAMME” I reached the Following Conclusion: •
Customer rated HP, IBM and HCL as the top 3 IT companies.
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•
Wipro is not Success in the Education Society Because the Price of their product is Very High.
•
Sale after Service is not good.
•
The Customers Wants good Sale after service.
•
The Institution Mainly Used
•
PCs
- HCL and HP
Laptops
- HCL, IBM, WIPRO
Server
- WIPRO, HCL
Purchases are based on the Price and Service
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Chapter 8 Recommendation And Suggestion
RECOMMENDATION From the survey many vital points were bought out in the forefront which if implemented can help companies to improve their brand image. Many companies have used promotional offers
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over the last decade and the proportion of promotional offer budget as a percentage of the total combined budget has been ever rising. This can be attributed to the short-term performance pressure on the product managers. But this tool should be used with caution as Promotional Offers do little to build the brand image of the product or the company in the long term. Thus, more long-term approach to marketing is Advertising and not Promotional Offers. Again as can be ascertained from the survey, most sought after promotional offers are those in which the customer gets instant incentives like Price discounts or Freebies. This can have its positives and negatives. This gives the manufacturer the ability to experiment with different price bands to ascertain price flexibility of the customers and also to deal with demand supply fluctuations effectively on the positive side. But on the negative side of it the customer will start discounting the product as inferior in quality, and also this increases the dissonance of the customers who have already bought from the manufacturer. Thus, price discounts can be effective tool for raking in the moolah but it has to be used with a word of caution and not excessively as it has many a flip sides attached to it. Information search stage for a customer buying an IT product is very extensive and serious search takes place before buying.
SUGGESTIONS
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•
Wipro Should Improve their Service Quality
•
Reduce Cost in Comparison to their Competitors
•
Need to Work in Education Society
•
Work on Channel Distribution
•
Improve their Brand Image
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Chapter 9 Bibliography
BIBLIOGRAPHY Page 101
WEBSITES USED: •
www.wipro.com
•
www.wipro.in
•
www.wipro.co.in
•
www.scribd.com
•
www.managementparadise.com
•
www.wikipedea.com
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