HCLT’s new market approach: Product Intelligence Service Line Unit shortens product life cycles, reduces costs and generates efficiencies for clients
 

HCLT’s new market approach: Product Intelligence Service Line Unit shortens product life cycles, reduces costs and generates efficiencies for clients

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HCLT sees acceleration, value and technology as the overarching ERS customer demands, and believes SLUs like the company’s Product Intelligence (PI) provide it with clear market differentiation

HCLT sees acceleration, value and technology as the overarching ERS customer demands, and believes SLUs like the company’s Product Intelligence (PI) provide it with clear market differentiation
TBR believes the creation of service line units (SLUs) helps HCLT build a proactive services catalog for its Engineering and R&D Services (ERS) division. The SLU structure will enable faster client outcomes by allowing greater responsiveness to shifting customer demands through a series of repeatable and proven development frameworks.

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    HCLT’s new market approach: Product Intelligence Service Line Unit shortens product life cycles, reduces costs and generates efficiencies for clients HCLT’s new market approach: Product Intelligence Service Line Unit shortens product life cycles, reduces costs and generates efficiencies for clients Document Transcript

    • 1 HCLT White Paper | June 2013 ©2013 Technology Business Research Inc. HCLT’s new market approach: Product Intelligence Service Line Unit shortens product life cycles, reduces costs and generates efficiencies for clients June 2013 TBRT ECH N O LO G Y B U SIN ESS RESEARCH , IN C.
    • 2 HCLT White Paper | June 2013 ©2013 Technology Business Research Inc. Contents SLU Strategy .................................................................................... 3 Product Intelligence SLU ................................................................. 5 In Summary ..................................................................................... 7 About HCLT...................................................................................... 8 About TBR........................................................................................ 8
    • 3 HCLT White Paper | June 2013 ©2013 Technology Business Research Inc. HCLT sees acceleration, value and technology as the overarching ERS customer demands, and believes SLUs like the company’s Product Intelligence (PI) provide it with clear market differentiation TBR believes the creation of service line units (SLUs) helps HCLT build a proactive services catalog for its Engineering and R&D Services (ERS) division. The SLU structure will enable faster client outcomes by allowing greater responsiveness to shifting customer demands through a series of repeatable and proven development frameworks. HCLT’s SLU strategy consists of three broad concepts: Acceleration of market launch and/or rapidly shrinking product life cycles: Technology enablement quickens time to market on all fronts, with HCLT recognizing the need to assemble tools and frameworks to accelerate this process for its customers. Value: reducing costs in the development life cycle for software and compliance, engineering value and analysis; post-launch HCLT methodologies reduce cost by automating intelligence gathering for the maintenance process of what HCLT calls “the life cycle of sustenance.” Technology: helping the growing demand and deployment of smart devices and smart services leveraging the latest of technological advances; consumerized IT drives this trend as does analytics. End customers want access from multiple devices for a wide range of information and service experiences. Similarly, machine-generated analytics information feeds into the maintenance life cycle in a predictive fashion, improving the overall product from multiple devices for a wide range of information and service experiences. They also improve reliability and the customer experience, due to fewer device failures. HCLT reorganizes engineering services into service line units to help client engagement become more nimble and proactiveSLUs position HCLT for rapid response to shifting industry dynamics HCLT recognizes the need to shift its organizational model to more nimbly deliver targeted Engineering and R&D Services (ERS). HCLT describes this as overlaying a standard product management structure onto services delivery. HCLT has 25 SLUs, which TBR attributes to the rapidly shifting nature of ERS customer needs and to HCLT’s focus on nimble alignment to customers’ needs. Each SLU has a product management team and a dedicated engineering team, enabling HCLT to deliver more focused engineering services to clients.
    • 4 HCLT White Paper | June 2013 ©2013 Technology Business Research Inc. Life cycle acceleration will not abate due to quicker time to market, providing margin protection as IT convergence fuels commoditization A key route to staying relevant in an increasingly commoditized industry is rapid and efficient deployment of innovative products; HCLT’s ERS group understands that requirement better than most in the industry, positioning the company well to be the ERS vendor of choice. Value mandates the same features at less cost or more features for the same cost. In following the multitenancy acceleration, value will flow from efficient software compliance and testing across the various platforms. Key SLUs built around this need include automation, regression testing, performance testing and interoperability testing. Value also requires detailed bill of materials analysis to explain cost takeout and for nimbler product design capabilities to add features at the same price point. Lastly, HCLT views value capture as coming from product-sustenance initiatives it categorizes as tech support, modernization and IPv6. IPv6 addresses the explosion of devices that need IP addresses and the prediction that all IPv4 addresses will be consumed by 2016. Innovative HCLT clients wrestle with this market constraint, looking for ways to design in backward compatibility to reduce the need for product support and design complications of this mission- critical market delimiter. HCLT PI Metrics Examples Product Telemetry Performance/Reliability  What alerts and errors appear most frequently?  How frequently do applications crash?  What is the mean time to failure?  What error dialogs are commonly displayed?  How many customers experience errors?  How long does it take to complete an operation? Usage  How frequently do people use the features?  How many notifications are shown on average? Configuration  What is the machine configuration?  What is the processor speed?  How much space is available? Predictive Analytics  Churn — define churn based on the product usage  Predictive Performance of Services  Failure Analysis  Path / Click Stream Analysis Game Certification Intelligence  Creating Heat Map of Testers — Execution Rate, Productivity, Test Effectiveness  Technical Certification Requests — Analysis by Peripheral, Performance, Security, Stability, Network, UX, Packaging  Testing Time per Title  Cost Analysis per Title  Fail Rate per Publishers and Other Parameters Acceleration Value Technology Device Launch & Acceleration Platform Build & Acceleration Software Quality & Compliance Device Quality & Compliance Value Analysis / Value Engineering Product Sustenance & Support Smart Products & Services Accelerating TTM & Revenues Efficient & Effective Testing Reducing Product Cost Leveraging Technology Intelligent Tech Support Value Engineering Design Optimization eDAT – Embedded Device Automation Testing Accelerated Functional Testing Performance Engineering Interoperability Testing Mobile App Test Factory Platform Acceleration Suite Innovation Platform Enablement Factroid – Rapid Android Migration Digital Supply Chain Mgmt C3 – Connect, Communicate, Collaborate Product Intelligence IoT Enablement Framework IETM Deployment Framework Mobile App Factory Efficient Sustenance Cost Benchmarking Intelligent Product Sustenance SDN HTML5 Functional Safety NGeVo (NUI) Lab Management HCLT’s ERS SLUSs SOURCE: HCLT
    • 5 HCLT White Paper | June 2013 ©2013 Technology Business Research Inc. Analytics sparks an explosion of smart devices and smart services in the industry, creating new markets and uses, and smarter business outcomes Smart devices and smart services are changing daily life in ways not fully fathomed. Smart devices self-maintain behind the scenes, stripping labor out of business and improving consumer quality of life through increasingly niche- specific device evolution and adaptation. Device intelligence generates new data feeds that will go into predictive analytics data warehouses and can be provisioned as smart services for customer consumption. For smart device manufacturers, the new data captured on the smart devices will be mined and analyzed for smarter — and therefore shorter — product life cycle management practices in a continuous loop accelerated by cognitive computing or machine-generated learning. HCLT’s PI SLU sits at the connection point between smarter devices and smarter services, accelerating traditional industry practices HCLT’s PI SLU’s mission is to accelerate product innovation, reduce time to market, maximize revenue and increase customer satisfaction. The genesis of PI flows from the increasing commercialization of technology to store, compute and analyze vast amounts of data across variable platforms including Hadoop, Amazon Web Services and Microsoft Azure. Smart products stream real-time feedback from customers and identify personalized user experiences for greater product segmentation. Segmentation means differentiation and differentiation means margin protection in an increasingly commoditized industry. Smart products and big data warehouses yield an explosion of interconnections that can be mined for business value; for example, 30 million sensors in transportation, industrial and automotive sectors emit terabytes of information. Projected RFID sales estimate there will be 209 billion tags by 2021. These converging factors, if harnessed properly, lead to product intelligence. HCLT defines this SLU in the following way: HCLT’s PRODUCT INTELLIGENCESLU Examples of HCLT’s product development acceleration include: Android devices have numerous permutations based on the way in which Google opens software development to device manufacturers. Smartphone shelf life is about 135 days. Having to juggle a number of variants such as average selling price (ASP) mandates speed and cost takeout. Vendors must innovate to provide faster and cheaper ERS services. Multitenancy becomes increasingly acute as more workflows migrate off premises to the cloud. In so doing, it requires software to be written and interoperable across many platforms. This mandates faster software and compliance testing. Telco Services that once took 22 months to develop now go to market in six months.
    • 6 HCLT White Paper | June 2013 ©2013 Technology Business Research Inc. Product Intelligence: Enabling product engineering, leadership, product marketing and product support functions with insights from data that has been generated from products (on premises or delivered via SaaS), to drive innovation and build competitive advantage. Product Intelligence impacts every stage of product life cycle in product engineering, product marketing, research and development, and services. It enables companies to build competitive advantage by understanding the performance of the product, usage of the product by customers and proactive monitoring of the products. Value delivered to customers  Predictive analysis and monitoring  Usage information for next-generation innovation  Performance data for support operations  Revenue impact through cross-sell and upsell Product intelligence relies on metrics to leverage new technology computing capabilities through relevant analytics. HCLT’s PI SLU relies on core metrics — examples of which are listed in the left side bar — to build out its services. HCLT leverages its internal tools, including Product Intelligence Platform, which is plug and play, to create an efficient services delivery environment for the client. The platform has a configurable data acquisition layer and is cloud enabled and preloaded with product intelligence business logics and algorithms. The firm also has a data-capturing and reporting instrument, included on mobile platforms. SOURCE: HCLT HCLT PI Case Study Client: Worldwide leader in networking technologies Product: Customer experience portal Before the client engaged with HCLT there was nonintuitive and no single repository to access information on problems and to access documentation. The client had an on-premises product that included network management information and a telemetry agent. HCLT implemented a PI solution that offers the client:  Advisory on latest updates  Access to feature adoption graph  Demography trends  Real-time reporting, including daily and monthly trends  User trends by features and releases  Cross-sell reporting After HCLT completed its engagement, the client had a cloud solutions platform with network- aware architecture, PI DW, and insights and visualization. Client benefits included:  Elimination of extensive “hunt and peck” and availability of context-sensitive intelligence  An intuitive portal that provides authentic and relevant information to customers from a single source  Provide Management as a Service to the end customer  Realization of monetization via pull through for OEM
    • 7 HCLT White Paper | June 2013 ©2013 Technology Business Research Inc. TBR considers HCLT’s PI Implementation Methodology one of the firm’s many differentiators, as it illustrates HCLT’s ability to deliver end-to-end PI solutions. By leveraging this methodology, HCLT is able to handle large volumes of data efficiently and output reporting and analytics that benefit the client. In Summary TBR understands the business value in the reorganization of HCLT’s ERS business into SLUs. The SLUs enable HCLT to offer tailored solutions and bring value to the client faster, at a time when the industry faces pressure to shorten development life cycles, reduce costs and rapidly incorporate new technologies into business workflows. The PI SLU is a unique offering, which TBR believes sets HCLT ahead of the pack. Clients that leverage HCLT’s services in its PI SLU gain insights to improve usage, performance and deployment of products; develop optimized product support; and obtain insights for next-generation investments. In short, HCLT creates value for clients by providing PI solutions and services. HCLT PRODUCT INTELLIGENCE IMPLEMENTATION METHODOLOGY SOURCE:HCLT
    • 8 HCLT White Paper | June 2013 ©2013 Technology Business Research Inc. TBR About HCL HCL is a $6.2 billion leading global technology and IT enterprise comprising two companies listed in India: HCL Technologies and HCL Infosystems. Founded in 1976, HCL is one of India’s original IT garage startups. A pioneer of modern computing and a transformational enterprise, HCL’s diverse range of hardware and software offerings span a wide array of focused industry verticals. The HCL team consists of 88,000 professionals of diverse nationalities that operate from 31 countries, including more than 500 points of presence in India. For more on HCL, please visit www.hcl.com. About TBR Technology Business Research, Inc. is a leading independent technology market research and consulting firm specializing in the business and financial analyses of hardware, software, networking equipment, wireless, portal and professional services vendors. Serving a global clientele, TBR provides timely and accurate market research and business intelligence in a format that is uniquely tailored to clients’ needs. TBR analysts are available to further address client-specific issues or information needs on an inquiry or proprietary consulting basis. For More Information TBR has been empowering corporate decision makers since 1996. For more information, visit www.tbri.com. This report is based on information made available to the public by the vendor and other public sources. No representation is made that this information is accurate or complete. Technology Business Research will not be held liable or responsible for any decisions that are made based on this information. The information contained in this report and all other TBR products is not and should not be construed to be investment advice. TBR does not make any recommendations or provide any advice regarding the value, purchase, sale or retention of securities. This report is copyright-protected and supplied for the sole use of the recipient. Contact Technology Business Research, Inc. for permission to reproduce.