Global Services LIVE!


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The world’s first compilation of success stories in ITO and
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Global Services LIVE!

  1. 1. GLOBAL SERVICES A CYBERMEDIA PUBLICATIONAn integrated media platform which connects thevarious constituents of the global technology and Pradeep Gupta business processing services industry ecosystem. Chairman & Managing Director Cyber Media (India) Ltd.DIRECTORY OF SERVICES E. Abraham Mathew PresidentNEWSLETTER Ed Nair EditorA regular digest of key industry happenings. MAGAZINE Satish Gupta Associate Vice PresidentThe fortnightly digital magazine features research, articles and experts’ views. Available on Smriti Sruthi RamakrishnanGlobal Services’ web-based seminars aim to useful information related to outsourcing Niketa Chauhanindustry in the form of presentations and dis- by industry specialists. Virendra Kr. Pawar deliver indepth analysis and research reports OFFICESon sourcing subjects. Global Services Media LLC. 806 Green Hollow Drive, Iselin, NJ 08830MICROSITES T: 678-665-6005Online resource center designed to provide Global Servicesfocused content on special subjects to the out- Cyber Media (India) Ltd.sourcing community. CyberHouse, B- 35, Sector 32 Gurgaon-122001, IndiaEVENTS Tel: +911 24 4822222 Fax: +911 24 2380694From multi-day, high-level, resort conferences to Contact: breakfast discussions we offer a numberof opportunities that connects the outsourcing Disclaimercommunity. All rights reserved. No part of this publication may be reproduced by any means without prior written permission from the publisher.CUSTOM PROGRAM LETTERS TO THE EDITORCustomized services rendered through different Send letters to, or tomedia platforms. any of our writers. We reserve the right toOSOURCE BOOK edit all letters. Postings submitted to our blogs and letters to the editor may be pub-A directory of global outsourcing service lished in our digital magazine or 4 GlobalServices December 2010
  2. 2. About Global Services LIVE!Global Services LIVE! is a compendium ofcase studies that define global sourcing. G lobal Services LIVE! is the world’s first compilation of success stories in ITO and BPO. It is a year-long program pub- lished quarterly for service providers to showcase their best projects and the program is delivered in multiple formats like online articles, microsite, and digital magazine to name a few.Why is it Important?For Services Buyers Global Services LIVE! is a ready-to-refer resource on case studies in your industry. In the digital magazine format, it is a quick read and in the microsite format, it is a grow- ing and searchable database of cases. Helps services buyers to identify services providers with demonstrated capabilities, skills, delivery profiles and industry domain knowledge. It also serves as knowledge repository of projects across various areas of IT and BPO, within industry and across industries. For Service Providers Global Services LIVE! is the gateway to the over 115,000 strong Global Services com- munity globally. To ensure that you get the value of this multiple times, Global Services plans to use a wide spread distribution strategy combining multiple media vehicles. It helps service providers leverage their marketing assets. Case studies are highly effec- tive marketing tools and their creation involves investment. It helps you improve the effectiveness of case studies and better return on investment. It is not an end in itself, it is only a means. The end of this program is to highlight your company’s success stories and help you market yourselves using the customer advocacy route.Thank you for your participation.Global Services5 GlobalServices December 2010
  3. 3. ContentsBANKING, FINANCIAL SERVICES AND INSURANCE HEALTHCARE8 Developing Strategic Solutions 26 ‘Lift & Shift’ MigrationClient: Bank of Ireland Provider: Dell Services Client: Owens & Minor Provider: Dell Services9 Streamlining Operational Work ow 27 Global Website Management and DevelopmentClient: Metlife Provider: Ci&T Client: a healthcare and consumer products company Provider: Ci&T10 End User ServicesClient: a universal bank Provider: Microland Limited HI-TECHBUSINESS SERVICES 30 Developing Hotsites Client: Yahoo! Provider: Ci&T12 New Billing ProcessesClient: Recall Corporation Provider: Dell Services 31 Remote Backup Management Client: a leading software product company13 Remote IT Infrastructure Management Service Provider: Microland LimitedClient: a FTSE 100 services companyProvider: Microland Limited MANUFACTURINGCONSUMER PACKAGED GOODS 34 New IT & Apps Platforms Client: Verso Paper Corp Provider: Dell Services16 Agile Methodologies for Web ManagementClient: Coca-Cola Brazil Provider: Ci&T 35 Automating Dealer Operations Client: a large automobile manufacturer17 SOX Compliance Provider: NIIT TechnologiesClient: Unilever Provider: Capgemini18 Leveraging Lean Methodology TELECOMClient: McDonalds Brazil Provider: Ci&T19 Finance and Accounting Solutions 38 Enhanced Customer Experience- 360 degreesClient: Coca-Cola Enterprises Provider: Capgemini Client: a telecom company Provider: Tech Mahindra 39 Business Ef ciency Through Shared Services Client: an IP network carrier Provider: Tech MahindraDIVERSIFIED22 Global Network Management TRAVEL AND TRANSPORTATIONClient: a Fortune 10 globalconglomerate Provider: Microland Limited 42 IT Integration Project23 Message Migration and Management Client: Enterprise Holdings Provider: Dell ServicesClient: a Fortune 100 company Provider: Microland 43 Making Cargo Handling World ClassLimited Client: a premier cargo ground handling company Provider: NIIT Technologies 44 Streamlining Work ow Client: a U.S.-based freight carrier Provider: DATAMARK *All the information (text and logos) in this edition (GS Live, December 2010) is provided by numerous service providers. Global Services is not responsible for the completeness, accuracy, reliability, suitability or legality for these case studies. Any reliance you place on such information is therefore strictly at your own risk.6 GlobalServices December 2010
  5. 5. BANK OF IRELAND BANKING, FINANCIAL SERVICES & INSURANCEDeveloping StrategicSolutionsDell Services delivered strategic At A Glance CLIENTsolutions to Bank of Ireland Bank of Ireland (BOI) SERVICE PROVIDER Dell Services INDUSTRY The Client: highly sophisticated decision BFSI SERVICE PROVIDED ADMBank of Ireland is a leading Europe- making engine. SOLUTIONan retail bank, providing corporate BOI needed a highly sophisticat- Delivered long-term strategicand retail banking services, foreign ed and fully automated money- solutions and day-to-day appli-exchange and hedging facilities, stock laundering detection solution cations operating improvementsbrokerage, insurance and fund man-agement, and financial advisory Solution:services. BOI was established in 1783 Dell Services formerly Perot Systems,by Royal Charter and today has over delivered both long-term strategic16,000 employees in eight countries solutions and day-to-day applicationsworldwide. operating improvements to help BOI SUCCESS METRICS solve business challenges. The Bank of Ireland credits the collabo-Situational Analysis: Customer Data System : Dell Services rative and interdependent relationshipBank of Ireland (BOI) faced complex developed a customer records interface with Dell Services for expanding off-issues in the delivery of applications linked to six other applications. shore capabilities, enhancing long-termdevelopment and maintenance with- Transforming Legacy Applications : delivery, and improving businessin the functional areas of bookkeep- The Dell Services team developed and processes through gained, multi-channel architecture, and implemented a custom solution with Additional benefits for BOI included:core banking interfaces. The bank a central repository for customer, A greater volume of applicationsalso needed to mitigate risk, control product, and service information. projects output.application development costs, and Basel II & Sarbanes-Oxley Financial Meeting critical external deadlinesaccess additional resources to meet & Accounting Disclosure Mandates: for European and cross-border pay-shifting project loads. To interface with existing systems, ments, and “Chip and PIN”Bank of Ireland had the following Dell Services contributed expertise in Cost benefits by offshoring morerequirements: mainframe technologies, application than 350 person-years of labor to Changes were needed to improve testing tools, and implementation of reduce onsite contractor costs. customer experience. the SAP Bank Analyzer solution. Flat IT expenses over the past three The bank needed to enhance Anti-Money Laundering (AML) years. multiple applications and Technology Dell Services developed peripheral systems to improve an application to extract data from the flexibility and meet future mainframe system and built an demands created by market dri- interface to a third party tool vers and customer service needs. to detect, investigate, track, report, For more information on how Dell can help BOI required advanced banking and alert employees of suspicious your organization, please contact technology systems including a transactions. or Please also visit for more information on their capabilities.8 GlobalServices December 2010
  6. 6. BANKING, FINANCIAL SERVICES & INSURANCE METLIFEStreamliningOperational WorkflowCi&T improves operational workflow for MetLifeSituational Analysis: sulting, application outsourcing and At A Glance CLIENTMetLife was looking for a solution to digital marketing services to its cus- MetLifestreamline its operational flow, tomers – with its innovation, exper-reducing the amount of manual tise and skill set. Through the part- SERVICE PROVIDERprocesses and consolidating proposal nership, MetLife was able to work Ci&Tinformation into a single database with Ci&T’s experts to streamline INDUSTRYwhile continuing to meet the compa- life insurance issuing process, creat- BFSI SERVICE PROVIDED Mainframe Migrationny’s high quality standards. In order ing a state-of-the-art automated sys- SOLUTIONto do this, MetLife needed a reliable tem named Morpheus. This allowed Created a New Automatedpartner to provide: MetLife to achieve higher workforce System productivity and better databank A new, automated operational control management, vital in accom- flow for life insurance issuing plish its goal of increasing clients to process 100 million worldwide by 2010. High-quality IT applications, Ci&T was able to meet every pre- process controls and business established milestone and the project“ rules. was completed within five months. Project deliverables in a timely MetLife has achieved a reduction SUCCESS METRICS and well-scoped manner. in the time required for issuing Ci&T was able to meet every pre-estab- life insurance policies from 10 lished milestone and the project was com-Solution: days to less than 24 hours. pleted within five months. MetLife has achieved a reduction in theMetLife chose one of the top applica- MetLife’s Brazilian unit reduced time required for issuing life insurancetion development companies in the the insurance proposals approval policies from 10 days to less than 24world, Ci&T. Ci&T delivers con- time by 90 percent. hours MetLife’s Brazilian unit reduced the insurance proposals approval time by 90 percent “When we invested in the implementation of a new application by Ci&T, MetLife soughtan innovative tool that would allow the issuanceof policies with significantly greater efficiency.Once successfully in use for our individual andSMB customers, we decided that our corporateclients would benefit from the tool as well. What For more information on this service from Ci&T,began as an isolated support tool is now critical write to or visit their office at Ci&T, 640 Freedom Business Center, Suiteto the daily operation of our business.” 210, King of Prussia, PA 19406.BRENO GOMES, CHIEF INFORMATION OFFICER, METLIFE BRAZIL Phone: +1 610 482 4810 Fax: +1 267 775 33479 GlobalServices December 2010
  7. 7. A UNIVERSAL BANK BANKING, FINANCIAL SERVICES & INSURANCEEnd User ServicesMicroland improves workforce productivity for a univer-sal bank through total ownership of end user servicesThe Client: inability to support the rapid At A Glance CLIENTThe client is a universal bank head- expansion plans of the business.quartered in Europe. The company A universal bankoperates over 2000 branches in 72 Solution: SERVICE PROVIDERcountries and employs more than The deliverables from Microland Microland Limited80,000 people across the world. The included an introduction and man- INDUSTRY BFSI SERVICE PROVIDEDbank offers a variety of financial agement of a standardized end user End user servicesproducts and services under services delivery model across the SOLUTIONInvestment Banking, Asset bank’s infrastructure operations. The Built a standardized end userManagement, Retail and Corporate salient points of the Microland solu- services delivery modelbanking to corporate and institution- tion wereal clients along with private and busi- Created a centrally located tech-ness clients. nical help desk to provide streamlined end user servicesSituational Analysis through a single location that SUCCESS METRICSA robust end user services model to catered to all the branches in the TCO Reduction- Over 20% reductionsupport the IT infrastructure of the geography. in TCO was achieved due to the consol-bank was a critical element in deliv- Introduced a value centric frame- idation of multi location service desks toering high quality services to the work that leveraged analytics and a central locationbank’s customers. However, the bank automation to deliver enhanced Business – IT Alignment- By creating a centralized service desk to serve multiplefaced challenges in maintaining the experience to customers while locations and businesses, the IT teamquality of services -. reducing the costs. Some of the could scale up on-demand and keep A geographically distributed and processes introduced were - call pace with the business growth silo based IT support meant var- flow analysis, problem manage- High Performance. ied end user experience across the ment analysis, automated perfor- Usage of advanced analytics and automation in handling of the tasks organization. mance tuning, workflow automa- resulted in a First Call Resolution Lack of a single point contact and tion, self-help portals and auto- (FCR) rate of 85% ownership of tickets resulted in mated healing. This resulted in The client was able to realize an end user high resolution times thus leading faster resolution of incidents, satisfaction rate of 96% to employee productivity issues. reduced number of calls and bet- Poor scalability resulted in ter service levels to the end users. For more information on Microland Limited, write to or visit www.microland.com10 GlobalServices December 2010
  9. 9. RECALL CORPORATION BUSINESS SERVICESNew Billing ProcessesDell Services developed a highly customized revenuemanagement operation for Recall CorporationThe Client: Sevices to assist with their “Financial At A Glance CLIENTRecall Corporation is a worldwide net- Transformation” project and develop awork of document management com- roadmap of related activities to Recall Corporationpanies helping businesses securely improve billing processes and reduce SERVICE PROVIDERmanage their information throughout administrative costs. As part of this ini- Dell Servicesits lifecycle. Their services include doc- tiative, Recall outsourced the majority INDUSTRY Document Managment SERVICE PROVIDEDument management and storage, of their North America Region billing Outsourced billing processessecured destruction services, and data processes to Dell. SOLUTIONprotection services. Developed a highly customized Highlights of this engagement: revenue management operationSituational Analysis: Recall worked with Dell to estab-Every month Recall visits more than lish a highly customized revenue100,000 customer locations, providing management operation dedicateda variety of document storage, secured to Recall’s North America Region SUCCESS METRICSdestruction, and data protection ser- to support client billing in excessvices. Capturing the exact services ren- of $25M each month at the com- Increased accuracy: Now when cus-dered and accurately billing their cus- pany’s Chennai, India facility tomers challenge billings, the datatomers, per contractual agreement, is a A joint transition team imple- details are more available and reliablecritical segment of their Perfect Order mented standard operating proce- which helps support the resolution.customer service program and sustains dures and accuracy service level Saved money: Reduced billingtheir competitive business model. As metrics, resulting in improved department expenses by 40 percentRecall grew through acquisition, they internal controls, increased accura- annually.were focused on integrating these new cy, and billing consistency Decreased total billing resources byoperations and providing excellent The billing transaction processing 16 percent: Shifting the majority of billing functions to their Chennai “customer service. remained within the Recall enter-However, the back-office functions prise systems and secure IT envi- operations center leveraged globallagged with high staff turnover result- ronment delivery advantages and energizeding in the billing process needing staffing in a cost-advantaged location.improvements and operational disci- Highlights of the solution: Increased overall productivity:pline to generate consistent accuracy. Developed process discipline Consistent processing quality and along with operating metrics continuous process improvementsSolution: Established a high-quality off shore allowed redeployment of existingIn June 2006, Recall engaged Dell business process delivery team billing staff to more valuable corpo- rate assignments. “Turning our billing process over to Dell has refocused our staff to work with For more information on how Dell can help strategic issues that are more valuable to our your organization, please contact or clients and our company.” Please also visit DOUG DUSKIN, CFO, RECALL CORPORATION, NORTH AMERICA for more information on their capabilities.12 GlobalServices December 2010
  10. 10. BUSINESS SERVICES AN FTSE 100 SERVICES COMPANYRemote IT InfrastructureManagement ServiceMicroland set up a dedicated At A Glance CLIENTOffshore Management Center for an An FTSE 100 services company SERVICE PROVIDERFTSE 100 Company Microland Limited INDUSTRY Services and Outsourcing SERVICE PROVIDED End to End IT InfrastructureThe Client: redesigning the service catalogueThe client is a services and outsourc- and create a technology roadmap Services SOLUTION Set up a dedicated Offshoreing company headquartered in for the future Management CenterUnited Kingdom and has been deliv- Create a shared services modelering essential public services for for technology support and fur-more than 40 years. ther leverage this platform as theThe client offers innovative solutions core service differentiator to winthat help the government to improve new enterprise customers SUCCESS METRICSservices across many areas of public Realize significant savings in the Total Cost of Ownership (TCO)life, from justice to healthcare, educa- long term through the shared ser- Reduction — The client’s TCO wastion to defense. The client is listed on vice model and redirect the savings reduced by over 35% through athe London Stock Exchange and is a delivered from the engagement combination of hybrid deliveryconstituent of the FTSE 100 Index. into customer facing programs. models, process excellence and year on year productivity gainsSituational Analysis: Solution: IT – Business Alignment —A critical component in the client’s In 2005, Microland set up a dedicated Creation of an agile and flexiblebusiness model is to maintain high state of the art Offshore Management shared services model enabled therebid and new customer win rates. Center (OMC) for managing the client to seamlessly integrate newAchieving this meant building long- client’s IT infrastructure backbone. end customers faster and deliverterm relationships with the cus- Microland also integrated real time superior end customer satisfactiontomers and also meeting — and service governance and reporting por- A standardized catalogue and a pre-more often exceeding — the cus- tal to ensure transparency and confi- dictable cost model accelerated thetomer expectations. dence in remote operations. Go-To-Market (GTM) initiatives ofTo enable this, the client wanted to This was followed by setting up of a the clientcreate an IT Infrastructure services dedicated service excellence team that High Performance — A reductionsupport model that could be offered as assisted the client in their customer fac- in Mean Time to Recovery (MTTR)a standardized service to its diverse ing service catalog redesign and pre- by 25 % and average incidents perrange of enterprise customers. sales process. Microland extensively device by 70% was achievedThe objectives of this initiative were leveraged its service delivery platform Expansion of the services to the “smartcenter” which offered a flexible, end customers on a 24x7 model multi-tenanted, multi-technology Partnering long term with an IT delivery model to the client. The plat- infrastructure services provider form offered an industrialized service who could standardize the service delivery model that supported output / For more information on Microland Limited, offerings, expand and assist with outcome-based pricing models. write to or visit www.microland.com13 GlobalServices December 2010
  11. 11. Digital Magazine Every GLOBAL SERVICES DIGITAL MAGAZINE Frequency: Fortnightly Format: Digital Magazine & Downloadable PDF Number of Pages: 20-25 Distribution: 115, 000 Opt-in Global Subscribers + Distribution through various social media networksTo advertise or for more information contact Niketa Chauhan at
  13. 13. COCA-COLA BRAZIL CONSUMER PACKAGED GOODSAgile Methodologiesfor Web ManagementCi&T consolidated Website management forCoca-Cola Brazil At A Glance CLIENTSituational Analysis: Solution:Coca-Cola Brazil was looking to con- After evaluating several vendors, Coca- Coca-Cola Brazilsolidate all of its Web-site manage- Cola chose Ci&T because of its use of SERVICE PROVIDER Ci&T INDUSTRYment partners and work with just agile methodologies. These method- Consumer Packaged Goodsone. It needed one partner to ologies ensure that customers receive SERVICE PROVIDEDlaunch and then update more than deliverables much more quickly and25 of its product Web sites. This also allow Ci&T to be more flexible Web-site building and manage-was a huge project for Coca-Cola with customers’ changing needs. ment SOLUTION Developed the deliverables lever-and the company wanted a partner Because Ci&T was able to leverage aging agile methodologiesthat could do this in a shorter time- these methodologies, the first set offrame with the ability to change deliverables was produced more quick-course mid-way through the pro- ly than expected - and helped to speedject, if needed. up the launching and updating of SUCCESS METRICS Coca-Cola´s 25 sites. Coca-Cola has experienced signifi- cantly less spend on development activities. Because of the consolidation of “ development partners, Coca-Cola is now able to better manage the devel- opment process more easily. Coca-Cola has leveraged Ci&T to establish processes to help streamline the technology and creative processes to save time and money Coca-Cola has been able to lessen management overhead because of the consolidation of agencies. One of Ci&T’s competitive advantages is its management expertise. Because of this, For more information on this service from Ci&T, Coca-Cola now has the highest level of planning write to or visit their office at Ci&T, 640 Freedom Business Center, Suite 210, and control of its site-development activities.” King of Prussia, PA 19406.Phone: +1 610 482 JORGE OSMAN,COCA-COLA´S DIRECTOR OF BUSINESS SOLUTIONS 4810 Fax: +1 267 775 3347 IMPLEMENTATION, BRAZIL16 GlobalServices December 2010
  14. 14. CONSUMER PACKAGED GOODS UNILEVERSOX ComplianceCapgemini transformed SOX compliance from project toprocess for UnileverThe Client: Solution: At A Glance CLIENTUnilever deals in 400 brands span- The entire process mapping, docu- Unileverning 14 categories of home, personal mentation and management attesta-care and foods products. Every day, tion process were outsourced to SERVICE PROVIDER150 million people choose the Capgemini’s Management Assurance Capgeminibrands of Unilever such as OMO, Services (MAS), a service line within INDUSTRYAXE, Dove, Lux, Knorr, Lipton, Walls Capgemini’s Business Process Consumer Packaged Goods SERVICE PROVIDED Management Assurance Servicesand Ben & Jerry’s. Unilever employ Outsourcing practice. The MAS SOLUTIONover 174 000 people in around 100 SOX framework serves not only as a Put together a comprehensive,countries worldwide. Unilever man- cost-effective compliance method adaptive program for managementages a number of strategic partner- but also incorporates process remedi- of SOX compliance requirementsships globally which includes al work, and through BusinessTESCO, Carrefour, Ahold and Wal Insight drives continuous improve-Mart. They have strong brand pres- ment and best practice. In 2006,ence in home care, personal care, Capgemini worked in close collabo-foods and ice creams. ration with Unilever to put together SUCCESS METRICS a comprehensive, adaptive program The Capgemini MAS team leveragedSituational Analysis: for the management of the SOX com- onsite/offshore delivery that operates atUnilever was concerned about its pliance requirements, accommodating offshore rates along with theiryearly turnover of over €5BSOX compliance processes. With the specific needs of the client’s envi- Compliance Center of Excellence net- ronment while exploiting the benefits work to drive client savings of over 40%.($6.65B), Unilever’s US operations of Capgemini’s proven SOX compli- These cost savings resulted from reduc-were organized into four units with ance framework. In 2007 and 2008, tions in labor costs and from the central-some corporate functions (such as thanks to the established SOX frame- ized delivery method that successfullytreasury, tax, employee benefits, risk work and by gradually shifting process strips out project management overhead.and insurance management) central- support to an on-site/offshore delivery In short, an annual project was industri-ized at HQ and provided as a shared model, Capgemini was able to drive alized into a repeatable and sustainableservice. The units were not co-locat- down the client’s costs of compliance process. The SOX compliance frame-ed and many business processes were and concurrently increase quality and work program provided the followingnot homogeneous. In addition, they timeliness. Today, Capgemini’s solu- sustainable benefits:had their own manufacturing plants tion is an integral part of the client’s Overall improvement in the controland distribution centers that were SOX compliance program, yet the environmentcommon in only a few instances. The client retains overall program gover- Readily available process documen-challenge for the CFO was to initiate nance and control. tation and standard operating proce-a comprehensive service compliance dures for business units with a viewprogram which would be both cost- to harmonizing processes across theeffective and annually sustainable unitsfrom the outset. Reduced effort and freeing up of For more information on this service from Capgemini, write to Jean Christophe Ravaux, internal resources Global Sales Officer, Capgemini BPO at jean- Cost advantage of offshoring of over a third of the program17 GlobalServices December 2010
  15. 15. MCDONALDS BRAZIL CONSUMER PACKAGED GOODSLeveraging LeanMethodologyCi&T improves McDonalds IT process efficiency At A Glance CLIENTSituational Analysis: achieve new levels of efficiency thatMcDonalds Brazil faced a distinct would reduce costly waste of materials McDonalds Brazil SERVICE PROVIDER Ci&Tchallenge in optimizing its controllable and improve the overall effectiveness of INDUSTRYfood system. In order to provide sup- the system.port and reduce raw material waste in Packaged Goods SERVICE PROVIDED IT Process Efficiencythe system, the company required an Solution: SOLUTIONoverhaul of its IT and business process- To improve process efficiency fores to improve the overall quality of McDonalds, Ci&T used a unique Leveraged the proven principles of the lean methodology to focus on delivering value and eliminat-support in the field. Ultimately, approach to IT, leveraging the proven ing wasteMcDonalds Brazil enlisted Ci&T to principles of the lean methodology,implement new IT and business which focus on delivering value andprocesses that would reduce waste and eliminating waste. Once the new “enable McDonalds to achieve better processes were implemented and the SUCCESS METRICScontrol of the materials in its system, new systems were up and running,providing the support necessary to McDonalds was able to better control The fast food giant anticipates thatensure optimization of processes at all its raw material assets across 568 the overall improved efficiency of itstimes. In this, McDonalds hoped to restaurants in Brazil. controllable food system will factor into a 1 percent annual cost savings, or the bottom-line equivalent to more than a 3 percent increase in annual sales. Using a Lean approach to IT, Ci&T was able to create improvements in Our business is made up of cents. The control and efficiency that greater our ability to maintain IT systems McDonalds expects will enable it to and equipment operation, the more opportuni- divert approximately 15 to 20 percent ty exists for us to provide better products for of its maintenance costs to new prod- uct development and innovation. our customers. With the system running to its fullest potential, it adds greater value to our business, enabling better control of the opera- tion of restaurants, with the benefits exempli- For more information on this service from Ci&T, write to or visit their office fied in the quality of the final product” at Ci&T, 640 Freedom Business Center, Suite 210, King of Prussia, PA 19406.Phone: +1 610 482 A MCDONALDS EXECUTIVE 4810 Fax: +1 267 775 334718 GlobalServices December 2010
  16. 16. CONSUMER PACKAGED GOODS COCA-COLA ENTERPRISESFinance and AccountingSolutionsCapgemini enabled Coca-Cola Enterprises to achievemajor cost savings through a finance optimization projectThe Client: million per annum in CCE’s transac- At A Glance CLIENTCoca-Cola Enterprises is the world’s tion work, through a finance opti- Coca-Cola Enterpriseslargest marketer, producer and dis- mization project.tributor of Coca-Cola products. SERVICE PROVIDEROperating in 46 U.S. states and Solution: CapgeminiCanada, CCE is the exclusive Coca- CCE chose Capgemini to implement INDUSTRYCola bottler for all of Belgium, con- comprehensive finance and account- Consumer Packaged Goods SERVICE PROVIDED Finance and accounting solutionstinental France, Great Britain, ing (F&A) solutions throughout SOLUTIONLuxembourg, Monaco and the CCE’s global business to create an effi- A unique order-to-cash approachNetherlands. Sales represent 16% of cient process in a cost-effective envi- to the transformation projectThe Coca-Cola Company’s world- ronment for order-to-cash services,wide volume. purchase-to-pay accounting, and record-to-report activities, as well as aSituational Analysis: comprehensive document manage- SUCCESS METRICSIn early 2007, Coca-Cola Enterprises ment solution. The transformation The contract with CCE will run for(CCE) conducted a benchmarking project focuses primarily on a joint seven years from July 2008, and theexercise to see how the organization’s CCE-Capgemini unique order-to-cash total contract value amounts to approx- “effectiveness and efficiency stacked approach, utilizing a best-of-breed imately $137 million. The partnershipup against the competition. With credit toolset designed to increase the will realize the following benefits forthis study they identified that to effectiveness and efficiency of credit their business:become more efficient, CCE would and collection departments. In addi- Accelerate the transformation andneed to conduct as much of its trans- tion, the automated credit module help achieve near world-class perfor-action processing as possible in a low enables CCE to apply a single set of mance through standardizing and streamlining operations.cost country, either with a third party approved rules and procedures to every Deploy a global unified solutionoutsourcer or a captive shared ser- credit decision, improving the efficien- across all CCE business units to sup-vices center. The economic goals cy and consistency of the decisionmak- port the business that includes stan-were to achieve cost savings of $20 ing process. dardization and process improve- ment while maintaining high stan- We are on track to achieve the targeted dards of control and compliance. Achieve a minimum savings target savings at the tail end of the transition with of 25% Capgemini. Our internal benchmarks have gotten Mitigate risks while transitioning better, and through good people management, the work and implementing new tools, systems and technologies. we have reduced severance costs. The concept of ® Capgemini’s Rightshore solution is a definite plus on their side of the ledger.” For more information on Capgemini, write to JOE HEINRICH, VICE PRESIDENT, FINANCE GLOBAL INITIATIVES, CCE Claude Hartridge, Vice President, Executive Sales at Claude.hartridge@capgemini.com19 GlobalServices December 2010
  17. 17. FC- BFSIDIVERSIFIEDGLOBAL NETWORK MANAGEMENT /22CLIENT: a Fortune 10 global conglomeratePROVIDER: Microland LimitedMESSAGE MIGRATION AND MANAGEMENT /23CLIENT: a Fortune 100 companyPROVIDER: Microland Limited Sponsor
  18. 18. A FORTUNE 10 GLOBAL CONGLOMERATE DIVERSIFIEDGlobal NetworkManagementMicroland delivers a global service At A Glance CLIENTmodel for managing the network A Fortune 10 global conglomerate SERVICE PROVIDERinfrastructure of a Fortune 10 company Microland Limited INDUSTRY DiversifiedThe Client: Solution: SERVICE PROVIDEDThe client is a diversified multina- Microland built an integrated global Network Management Servicestional conglomerate operating service model that aligned with the SOLUTION Built an integrated global service modelacross multiple segments such as client’s business needs and ensuredenergy, finance, technology infra- compliance to stringent SLAs by set-structure, media, consumer & ting up a service governance team.industrial. The company operates Microland also invested heavily intoin over 100 countries, employs automation and analytics resulting SUCCESS METRICSmore than 300,000 people world- in process and SLA improvements.wide and has been has been consis- Besides, the support team KRAs Total Cost of Ownership (TCO)tently ranked amongst the Fortune were aligned to client’s business Reduction- The client’s TCO was10 companies for several years. goals and reviewed on a periodic reduced by over 40% through a combination of hybrid delivery basis. models, process excellence and yearSituational Analysis: A SWAT team was created that on year productivity gains The client maintained a region- completed 100% mapping of tele- IT – Business Alignment- al Network Operations Center com circuits and assets to improve Microland enabled the client to (NOC) structure that demand- knowledge management and service offer a standardized shared service ed global coordination between responsiveness. model to the business globally. Also the IT teams and business The scale of operations covered was the business responsive support units. Management of 100,000 voice team delivered on SLAs consistently. The technology teams were also ports and 14000 devices which High Performance-The client real- under constant pressure from covered 40% WAN, 50% LAN, ized a reduction in Mean Time To the business to significantly 10% security services and 10% Recovery (MTTR) rate and average incidents per device rate by 60% reduce the cost base. WAP of the client’s network and 70% respectively. Further ser- The client had to manage hun- landscape. vice compliance of key telecom dreds of global telecom service Microland also manages 80+ operators improved by 20% providers with no control over global telecom operators and the Service Level Agreements 22,000+ circuits and for the (SLAs). client. A poor centralized asset & con- figuration standards repository led to further inefficiencies in For more information on Microland Limited, operations. write to or visit www.microland.com22 GlobalServices December 2010
  19. 19. DIVERSIFIED A FORTUNE 100 COMPANYMessage Migrationand ManagementMicroland ensures Six Sigma email avail- CLIENT At A Glance A Fortune 100 companyability and zero error migrations for the SERVICE PROVIDER Microland Limitedworld’s largest Microsoft Exchange INDUSTRY Diversified SERVICE PROVIDED Messaging Management &The Client: Solution: MigrationThe client is a Fortune 100 diversified Microland started this engagement incompany with a strong set of global 1999 and continues to manage the SOLUTION Leveraged Six Sigma and FMEA methodologiesbusinesses in infrastructure, finance messaging infrastructure for the client.and media. The client operates across At that time, the infrastructure consist-multiple segments including aircraft ed primarily of Exchange 5.5 servers.engines, power generation, medical Over the years, in addition to manag- SUCCESS METRICSimaging, television programming and ing the messaging ecosystem, TCO Reduction: Vendor managementconsumer goods.The client is listed in Microland also undertook platform costs reduced by 30%; Data center con-the NYSE and is a constituent of the migration from Exchange 5.5 to solidation and virtualization reducedDow Jones Industrial Average (DJIA). Exchange 2000 and later to Exchange server footprint by 30%; Delivered year- 2003. on-year reduction in cost per mailboxSituational Analysis: The salient points of the Microland High Performance: Maintained emailThe client houses the largest enter- solution are service availability at 99.9X%; Ensuredprise Microsoft Exchange setup in A total ecosystem based approach defect free-migration and deployment,the world today, with over 400,000 for managing the messaging and and zero end user impact on migrationmailboxes. The messaging infrastruc- the associated infrastructure viz. IT – Business Alignment: End to end service delivered to client’s shared ser-ture is spread across 19 data centers instant messaging, security, mobil- vices group offering them ease of man-with over 500 servers around the ity, storage, backup etc agement and chargeback; Newworld. In addition to this, the infra- Consolidation of the exchange site/cluster deployment time reducedstructure also caters to about 50,000 environment and a single SLA from 32 to 9 days, thus increasing themobility users. The client needed a driven ITIL based messaging IT’s teams’ responsiveness to businesspartner who could: management model across the needs; Enabled automatic retrieval Manage the messaging infrastruc- organization and download of warranty and contract ture and the user accounts from a Extensive leverage of Six Sigma details and triggered automatic alerts centralized offshore location while and FMEA (Failure Mode Effect 30/60/90 days before warranty expira- ensuring continuous availability to Analysis) methodologies to ensure tion, thus streamlining and internal the business continuous process efficiencies business process for the client’s IT team Lower the operational costs & Proactive monitoring and man- implement a shared services model agement of incidents using across the organization automation frameworks Migrate mailboxes to newer High visibility and control of Microsoft Exchange platforms operations to the client through a For more information on Microland Limited, write to or visit when needed customized CIO Dashboard www.microland.com23 GlobalServices December 2010
  20. 20. FC- BFSIHEALTHCARE‘LIFT & SHIFT’ MIGRATION /26CLIENT: Owens & MinorPROVIDER: Dell ServicesGLOBAL WEB MANAGEMENT AND DEVELOPMENT /27CLIENT: a healthcare and consumer products companyPROVIDER: Ci&T Sponsors
  21. 21. OWENS & MINOR HEALTHCARE‘Lift & Shift’ MigrationDell Services used a “lift and shift” migration to modernizea heavily customized ERP platformThe Client: changes to current systems during At A Glance CLIENTOwens & Minor, Inc., a Fortune 500 the migration period Owens & Minorcompany, is a leading national distrib- Sustaining adequate performance SERVICE PROVIDERutor of name-brand medical and surgi- of applications in the Windows Dell Servicescal supplies and a healthcare supply- environment INDUSTRYchain management company. Ensuring that the project stayed within the approved budget HealthcareSituational Analysis: SERVICE PROVIDEDThe company needed to modernize its Solution: Mainframe Migrationsystems to provide for future enhance- Dell Services used a “lift and shift” SOLUTION Used a “lift and shift” migration to Windowsments and growth, while improving migration to Windows to modernizeperformance. Owens & Minor’s heavily customizedThe decision to migrate all mainframe ERP platform. The first aim of the liftprocessing of its mission-critical enter- and shift migration was to achieve a SUCCESS METRICSprise resource planning (ERP) system “like-for-like” system by runningto a framework based on Microsoft® extensive testing. The implementa- Cost savings. The project is expect-Windows® was also governed by the tion of a relational database manage- ed to yield substantial annual sav-need to preserve the company’s 20 ment system reduced risk by introduc- ings while improving efficienciesyears of IP-based data, systems, and ing minimal change to applications, for supply chain management.unique business logic. while providing for data tier modern- Planning for the Future. The “Specific project goals included: ization. migration ensured that the compa- Achieving timely or early project The key steps followed by Dell ny’s core IP remained intact and completion to allowing termina- Services in the migration exercise were: achieved greater optimization. tion of mainframe services “Lift and shift” Cobol from Higher performance. The new IT Preventing disruption to ongoing Mainframe to Wintel infrastructure delivers greater per- business operations Configure Database I/O routines formance capabilities. Delivering defect-free software in in Wintel Environment Enhanced customer service. The the Windows environment Retrofit user interface modernization will Implementing change control Test and Fix deliver better online tools for processes to allow business-critical Implementation Owens & Minor customer service representatives. This was a complex and mission-critical Increased staff productivity and project, and we are proud of the benefits efficiency. Simplified business this successful collaboration brings to Owens & processes. Minor. The migration establishes a powerful and flexible computing platform to drive future growth and innovation.” For more information on how Dell can help your organization, please contact CHUCK LYLES, PRESIDENT OF DELL SERVICES PUBLIC SERVICES or SECTOR Please also visit for more information on their capabilities.26 GlobalServices December 2010
  22. 22. HEALTHCARE A HEALTHCARE AND CONSUMER PRODUCTS COMPANYGlobal Web Managementand DevelopmentCi&T implemented processes for At A Glance CLIENTwebsite management for a global A healthcare and consumer products companyhealthcare products company SERVICE PROVIDER Ci&T INDUSTRY Healthcare SERVICE PROVIDED Website Management andThe Client: media development, it ultimately select- DevelopmentA leading healthcare and consumer ed Ci&T, which specializes in the SOLUTIONproducts company. design and development of web portals, consumer-facing websites, intranets and Implemented processes forSituational Analysis: mobile applications. With a skilled website management employing Agile methodologies and nearshore capabilitiesA global healthcare products compa- team of developers employing Agileny was looking for a way to manage methodologies, Ci&T quickly imple-and develop its complete portfolio of mented processes for website manage-web properties more consistently and ment that helped the company toefficiently. Because the company achieve its goal of greater agility andoperates hundreds of sites across mul- innovation, with IT delivering more SUCCESS METRICStiple regions and business units, value to the marketing organization.inconsistencies in processes for devel- Ci&T provided the digital marketing With the transformation in process-oping and managing of these sites expertise to design and build the web es, web properties today go livewere resulting in unnecessary costs properties in an integrated fashion, uni- much faster than before, bringing more agility to the business.“and tension between marketing and fying creative design and developmentIT. In addition, the company saw an into an Agile framework that utilizes All websites are fully compliant with internal and external regulations foropportunity to improve its cross-plat- short-cycles of feedback and greater site management at the source,form web development, as well as to involvement to produce results faster avoiding re-work or customer com-leverage its existing assets to receive and with higher quality, while leverag- plaints.greater value from these properties. ing nearshore capabilities and helping Ultimately, the high satisfaction of the company unify its processes for the client led to a lasting relationshipSolution: managing these sites across global that has continued through multipleAs the healthcare product company regions and business units. application development projects.sought a vendor to manage digital The fact that Ci&T is a CMMI5-certified company that masters Agile methods likeno other was a key factor in this partnership,since you need to combine strong discipline For more information on this service from Ci&T, write to or visitwith high interaction and speed in a project of their office at Ci&T, 640 Freedom Business Center, Suite 210, King of Prussia,international scale such as this,” PA 19406. Phone: +1 610 482 4810BRUNO GUICARDI, CHIEF OPERATING OFFICER AT CI&T. Fax: +1 267 775 334727 GlobalServices December 2010
  23. 23. FC- BFSIHI-TECHDEVELOPING HOTSITES /30CLIENT: Yahoo!PROVIDER: Ci&T24X7X365 REMOTE BACKUP MANAGEMENT /31CLIENT: a Leading Software Product CompanyPROVIDER: Microland Limited Sponsors
  24. 24. YAHOO! HI-TECHDeveloping HotsitesYahoo! and Ci&T Create an Offshore SiteSituational Analysis: marketing services to its customers in At A Glance CLIENTYahoo! was looking to strengthen and a unique way – with its innovation,expand its presence in Latin America. expertise and skill set. Through this Yahoo!In order to do this, Yahoo! knew that it partnership, Yahoo! was able to work SERVICE PROVIDERneeded a development partner to help with Ci&T’s team of experts to lever- Ci&Tcreate hotsites to support the expan- age the newest and best technologies INDUSTRY Hi-tech SERVICE PROVIDEDsion and maintenance of its platform for Web development. This allowed Web developmentproducts. Yahoo! was looking for a Yahoo! to meet the needs of its por- SOLUTIONpartner with capabilities such as: tal, which has more than 345 million Developed the requested hot- A highly qualified team in users worldwide. Ci&T was able to sites leveraging agile method- LAMP technology deliver all the requested hotsites to ologies Cost effectiveness Yahoo! quickly, leveraging agile Scalability and process innova- methodologies. tion Ability to quickly adapt its process to Yahoo! MethodologySolution:Yahoo! chose one of the top 100 out-sourcing companies in the world, SUCCESS METRICSCi&T.Ci&T delivers consulting, Yahoo! has been able to extend itsapplication outsourcing and digital presence in Latin America, as well as its ability to deliver sponsored“ sites as fast as three days from the definition of layout to market. Ci&T met 100 percent of launch dates for all of the hotsite projects. One of our most successful outsourcing partnerships is with Ci&T. Ci&T delivers con-sistent quality and transparency into its man- For more information on this service from Ci&T, write to or visitagement services - emphasizing both pre- their office at Ci&T, 640 Freedom Businessdictability and punctuality in development.” Center, Suite 210, King of Prussia, PA 19406. Phone: +1 610 482 4810 RODOLFO CALIL, YAHOO! OUTSOURCING MANAGER Fax: +1 267 775 334730 GlobalServices December 2010
  25. 25. HI-TECH A LEADING SOFTWARE PRODUCT COMPANYRemote BackupManagement × ×Microland enables a 24×7×365 Backup At A Glance CLIENTManagement service model for a lead- A leading software company SERVICE PROVIDERing storage software company Microland Limited INDUSTRY Independent Software Vendor (ISV) SERVICE PROVIDEDThe Client: management services that enabled Managed Backup ServicesThe client is one of the world’s leading reduction in risk exposure and adhered SOLUTION 24X7X365 remote backup management modelsoftware product companies with to the stringent service levels whilemore than 17,500 employees in over being a cost effective solution to the40 countries. The company provides end; storage and systems manage-ment solutions to help its customers – Solution: SUCCESS METRICSfrom consumers and small businesses Microland offered a 24X7X365to the largest global organizations – remote backup management model TCO Reduction: Lower price pointssecure and manage their information. to the client. Microland built owing to offshore remote deliveryThe client is a Fortune 500 Company processes, tools and methodologies model; Highly predictable cost modeland a constituent of the S&P index. which included in-house developed based on per backup client tools as well as client’s tools for IT – Business alignment: ParametersSituational Analysis: monitoring and management of like committed backup success rateBeing the largest vendor of backup backups. Microland started the and restore & response times are built-management software in the world, engagement by drawing up a in in the SLAs, thus increasing visibili-the client needed a cost effective and a detailed RACI chart that clearly ty and benefi ts to end delivery services strategy for defined the roles and responsibilities High Performance: Extension of thebackup operations management. of Microland, client and the end back up support window from theIncreasingly, its clients were expecting customer. Microland’s offshore team standard 8x5 model to a fullboth product and service packaged provided day to day back up of 24X7X365 model; Tool based manage-into one offering, and hence the licens- monitoring, trouble shooting and ment and monitoring ensured highing component of the revenue had operations management. backup success rate of over 99%become the major growth driver. The key deliverables includedOffshore backup management model Maintain the service level ofwas a key element of this strategy monthly backup success rate atbecause of the inherently lower cost of upwards of 98%delivery as well as rapid scalability it Actively track backup failures foroffered. toubleshooting, remediation and For more information on Microland Limited,The client needed a partner with reporting. write to or visit www.microland.comremote infrastructure operations Initiate the data restore within twoexpertise who could provide backup hours on receiving the request.31 GlobalServices December 2010
  26. 26. FC- BFSIMANUFACTURINGNEW IT & APPS PLATFORMS /34CLIENT: Verso Paper CorpPROVIDER: Dell ServicesAUTOMATING DEALER OPERATIONS /35CLIENT: one of the world’s largest automobile manufacturersPROVIDER: NIIT Technologies Sponsor
  27. 27. VERSO PAPER CORP MANUFACTURINGNew IT & Apps PlatformsDell customized and applied its well-established transitionmethodologies for Verso Paper Corp At A Glance CLIENTThe Client: IT solutions to the business. Verso Paper CorpBased in Memphis, Tennessee, Verso After the RFP process, only 4½ SERVICE PROVIDERPaper Corp. is a leading North months remained to complete the Dell ServicesAmerican producer of coated and spe- project, which would serve rough- INDUSTRYcialty papers used in magazines, ly 3,000 employees dispersedcatalogs, and commercial printing among facilities in 11 U.S. states. Manufacturingapplications. SERVICE PROVIDEDVerso Paper Corp. was spun off by its Solution: New IT & Applications Platformsmultinational parent in 2006. As part Dell Services applied its well-estab- SOLUTION An integrated program manage- ment office for the transition projectof the divestiture, the parent company lished transition methodologies,agreed to provide IT services for one which were then customized to meetyear. The former parent would provide Verso’s specific requirements. Projectonly very limited transition support. teams were quickly formed recruiting SUCCESS METRICS the most knowledgeable leadershipSituational Analysis: from across both companies. Dell Avoided financial penalties. VersoVerso’s challenge was to establish an personnel included dedicated on-site was not assessed substantial feesentire IT infrastructure and all applica- team members and leveraged exper- that would have been imposed fortions in just 12 months or face severe tise from delivery centers in the U.S., continued support from the for-financial penalties from the parent India, and Mexico. mer parent for continued support. The creation of a single, integrated Cost identification at a service-unitAs a $1.6 billion “startup” company, program management office proved level. Allows better utilization andVerso conducted a rigorous review to be a key element for the project’s total cost of ownership managementprocess with three primary objectives ultimate success. This office provided to reduce overall expenses for IT. “for the review process: highly structured oversight of multi- Improved engineering control An on-schedule separation from ple concurrent projects. Success technical infrastructure. Better the former parent. required constant focus on the pro- definition for levels of redundancy, A high-value solution over the ject schedule, reprioritization of work failover, virtualization, and disaster term of the contract. as required, risk management, rapid recovery. A tightly integrated team in which escalation of issues, and clean Incremental savings opportuni- Verso IT and the services provider cutovers of critical services during the ties. Dell Services has identified would collaborate to deliver new transition period. efficiencies that are expected to generate $600,000 in additional savings annually. “Dell Services and Verso IT work so closely and seamlessly together that to our end- user community, IT services are seen as coming For more information on how Dell can help your organization, please contact from a single organization. There is no ‘us and or them’ – it is just the IT team.” Please also visit for more information on their BEN HINCHMAN, VP AND CIO, VERSO PAPER CORP capabilities.34 GlobalServices December 2010