BUSINESS TO BUSINESS MARKETING A Project On Submitted to: Prof. Shekhar. V Submitted by: GROUP 9 Ambika M 08PG032 Amrutha Preetham. K 08PG006 Aparna Raghavan 08PG009 Krishna Sagar 08PG093 Nisha Krishna 08PG038 Saranya A 08PG122 Date: 9th November 2009 INTRODUCTION Tata Consultancy Services is an IT services, business solutions and outsourcing organization that delivers real results to global businesses, ensuring a level of certainty no other firm can match. TCS offers a consulting-led, integrated portfolio of IT and IT- enabled services delivered through its unique TM Global Network Delivery Model recognized as the benchmark of excellence in software development. A part of the Tata Group, India‘s largest industrial conglomerate, TCS has over 100,000 of the world's best trained IT consultants in 50 countries. The company generated consolidated revenues of US $5.7 billion for fiscal year ended 31 March 2008 and is listed on the National Stock Exchange and Bombay Stock Exchange in India. Tata Consultancy was established in the year 1968 and is a pioneer in the Indian IT industry. Despite unfavorable government regulations like the Licence Raj the company succeeded in establishing the Indian IT Industry. It began as the "Tata Computer Centre", a division of the Tata Group whose main business was to provide computer services to other group companies. F C Kohli was the first general manager. JRD Tata was the first chairman, followed by Nani Palkhivala. Together with other organic growth initiatives like the expansion into Brazil, Mexico, China and Hungary as well as by setting up strategic units to pursue new opportunities in the financial services products space or new services like Remote Infrastructure Management and Platform-based BPO, TCS set the stage for positioning its brand and its offerings in a unique manner to global customers. The culmination of all these led to the Company‘s offerings of TM Global Network Delivery Model (GNDM ) across India, China, Europe, US and Latin America as well as its integrated full services offerings, all backed by the promise of certainty of experience for customers. In 2007, this value articulation of ―Experience certainty‖ was formally introduced, accepted and validated by global customers. As the Indian economy continued to grow in the new millennium, the need for technology to drive inclusive growth became part of the national agenda. TCS, which had been investing in the domestic IT market since its inception was well positioned to help the Government at the central and state level in its new initiatives. Some of the complex, e-governance projects which directly impacted Indians include the digitization of the Ministry of Corporate Affairs as well as citizen service portals built for State Governments. On its own initiative, TCS created a digitized delivery system for the NREGA program and is building a mobile based advisory service for farmers. In a reflection of the Company‘s pioneering spirit and with a desire to spread the benefits of the IT revolution across the country and given Ramadorai‘s passion for education and development, TCS has initiated several bold steps to take the IT industry beyond the metros. A new training center was opened in Guwahati in the North-East of the country. TCS launched Ignite, a unique program to train science graduates software professionals. Over 2,500 young graduates including 60 per cent first generation graduates have completed the program and been inducted into the Company. The philosophies of leadership, delivery excellence and the promise of ―Experience certainty‖ are pillars on which the success of TCS is cemented. This is perhaps, best reflected in the fact that as a $ 6 billion company, TCS has achieved its vision of being counted amongst the top 10 IT service companies in the world today. TCS' ability to deliver high-quality services and solutions is unmatched. It is the world‘s first organization to achieve an enterprise-wide Maturity Level 5 on both CMMI® and P- CMM®, using the most rigorous assessment methodology - SCAMPISM. Additionally, TCS‘ Integrated Quality Management System (iQMS™) integrates process, people and technology maturity through various established frameworks and practices including IEEE, ISO 9001:2000, CMMI, SW-CMM, P-CMM and 6-Sigma. PORTFOLIO OF PRODUCTS & SERVICES SERVICES IT SERVICES For maximum flexibility, speed, and efficiency, a robust IT strategy is critical. TCS IT Services offering helps companies make the most of their IT investments – from providing system integration solutions, application development and management services, and testing solutions Client Challenges Align IT with strategic business initiatives Built-in flexibility to adapt to a constantly changing global market The ability to strategize, develop and execute new initiatives with optimal speed to remain competitive What TCS Provides TCS delivers excellence and certainty across all of your enterprise‘s IT needs in the following areas: Custom Application Development Application Management Migration & Re-engineering System Integration Testing Performance Engineering Business Value IT enabled achievement of strategic objectives Speedier time to market Improvements in cost and energy efficiency Increased productivity IT INFRASTRUCTURE SERVICES IT infrastructure affects every aspect of your organization. Effective management is crucial. High availability, responsiveness and adequacy are non-negotiable requirements of global corporations – and require specific expertise and know-how. TCS delivers end-to-end infrastructure management solutions. Client Challenges A robust infrastructure that provides the level of availability and response necessary in a global business environment No singular accountability for performance with different infrastructure and application vendors What TCS Provides TCS can address your enterprise‘s IT infrastructure needs through the following offerings: 'Business Effective Infrastructure' Readiness Assessment IT Service Desk Data Center Management End User Computing Services Database Services Application Management Services Command Center Services Managed Security Services Business Value High availability, responsiveness and adequacy of IT infrastructure Singular accountability for business performance with TCS‘ integrated IT Services & IT Infrastructure capabilities ENTERPRISE SOLUTIONS From managing supply chains, devising CRM strategies, and deploying content management solutions to integrating enterprise-wide functions, TCS helps clients with comprehensive, efficient and robust solutions that meet your unique requirements. Client Challenges Sustaining profitability in highly competitive and rapidly changing environments Building and managing complex customer information What TCS Provides TCS delivers comprehensive, efficient, and robust solutions tailored to the enterprise‘s needs. Supply Chain Management Master Data Management Customer Relationship Management RFID Call Management Oracle SAP Master Data Management Quality data, consistent across the enterprise, can drive significant business benefits. From enabling intelligent business decisions to ensuring customer delight and regulatory compliance, it can positively impact the organization. Efficient processes and effective governance are critical to achieve this goal. TCS offers Master Data Management strategies and solutions to give clients the insight and tools to reap benefits through a single and consistent 360-degree view of data across your enterprise. Client Challenges Lack of consolidated enterprise-wide view of information such as customers Disparate data across multiple applications and databases Global spread of business and business partners Increased M&A activity leading to highly complex enterprise data management Global Slowdown Implementing packaged applications without conforming to an enterprise's existing data structure High costs per internal and external transaction for organization due to siloed data stores Compulsory stringent regulatory compliances (like Sarbanes Oxley Act and BASEL II) demanding accurate, complete, and up-to-date information Challenges in managing customer churn and new customer acquisition What TCS provides TCS provides focused Master Data Management consulting and solutions across an enterprise, supported by dedicated Centers of Excellence with a multidisciplinary resource pool. TCS‘s MDM Solution capabilities span consulting, data strategy, architecture, implementation and support in coalition with best-in-class technology vendors and strategic alliance partners including IBM, SAP, Oracle and others. Business Value We help sustain MDM success in your organization, with processes that deliver consolidated, accurate and reliable data to eliminate duplications. We help you synchronize facts across geographies, business units and systems, to facilitate control throughout data life cycle, enabling: Reduced operational costs by collaborating better internally and with partners, with a single information repository; Increased revenues through improved channel management and enhanced customer interactions; Reduced time-to-market for new products; Supply chain efficiency; Convenient and economical regulatory compliances and operational standards; Improved control across the value chain by maintaining a single version of facts and figures; Customer delight across services and offerings with a 360-degree view of customer. Alliances TCS has close alliances with leading players in the MDM positioning us to effectively gain a deep understanding and better execution capabilities. Some of our leading alliances are (in alphabetical order): i2 Technologies - System Integration Partner and Reseller IBM - Premier System Integration Partner Initiate Systems - Consulting Partner Kalido - Implementation Partner Oracle - Global Certified Advantage Partner SAP - Global Services Partner Siperian - Consultants and System Integrators Customer Relationship Management (CRM) TCS helps organizations devise and implement CRM strategies and solutions that become the backbone of their customer acquisition and retention strategies, and helping them foster loyal, profitable customer relationships. Client Challenges Creating and sustaining loyalty of a demanding customer base Sustaining profitability in highly competitive and rapidly changing environments Building and managing complex customer information What TCS Provides Integrated Customer Data Management This solution helps an organization synchronize partial and fragmented data from various sources, providing a complete customer profile with no loss in data quality. Subscription Management Specifically addressing areas within the media and entertainment industries, this TCS solution allows enterprises to maintain and grow Average Revenue per User (ARPU) through customer retention programs, process improvements, and product innovations. Trade Promotion Optimization This closed-loop solution features integrated, collaborative trade promotion processes that help manufacturers streamline existing business processes and optimize trade promotion spending. It uses a combination of transactional processes and analytical dashboards for pre-promotion planning, promotion execution, monitoring, and post- promotion evaluation. It provides consumer goods companies with insights into promotion tactics for higher sales, improved brand loyalty, as well as ways to manage and measure trade promotion effectiveness. Pre-paid Telecom Customer Care This comprehensive customer-care solution features a lightweight, highly scalable three- tier architecture designed specifically to address the distinctive needs of this sector. Cost- effective, less complex than existing packaged solutions, simple to learn, capable of handling high subscriber volume, the solution can be easily integrated with legacy systems and provides a complete view of the customer. Intelligent Inbound Customer Marketing This solution helps marketers transform service-oriented contact centers into revenue- generating channels, using a combination of historical, personal, and contextual data to create a real-time customer profile. Combined with real-time analytics and business rules evaluation, it delivers the highest-impact offers to customers at the moment of interaction, increasing long-term profitability. Contact Center Analytics This solution analyzes performance through integrated and holistic data views from multiple contact center systems, increasing customer satisfaction to providing insights, learning, and forecasting. Collaborative CRM for the Automotive Industry This web-based solution is hosted by the manufacturer and emphasizes collaboration between the manufacturer, dealer, and customer. Using a web-based application, contact center, and customer web portal ensures seamless two-way communication, knowledge sharing, and visibility across the enterprise. The solution covers all dealership functional areas and manufacturer processes, marketing, sales, and service management. Business Value Increased agility, productivity and profits Reduced costs and risks in today‘s diverse IT environments Unified customer data across multiple business units and diverse functional systems, in order to provide reliable sources of customer information across enterprises More efficient service, higher customer satisfaction, and reduced churn Enhanced customer experience and increased revenue through improved cross- and up-selling Superior customer experience assured at every touch point leading to enhanced customer loyalty and increased brand image Alliances Oracle For the past two decades, TCS has been developing and implementing solutions on Oracle technology; we are an Oracle strategic Global Systems Integrator and Certified Advantage Partner. TCS focuses on providing solutions across Oracle E-Business Suite, PeopleSoft Enterprise, JD Edwards EnterpriseOne, JD Edwards World, Siebel, and Oracle Fusion. SAP As a trusted SAP partner, TCS offers various solutions from pre-implementation consulting to complete end-to-end implementation and post-implementation maintenance and support that help enterprises maximize ROI from SAP investments. TCS also implements various industry solutions such as IS Pharma, IS Retail, IS Oil and gas, and functional solutions such as Strategic Enterprise Management, Supply Chain Management, Business Warehouse, Enterprise Portals, and Customer Relationship Management for enterprises across the world. Amdocs TCS‘ System Integrator Partnership with Amdocs allows TCS to implement & Clarify CRM solutions for their customers. ATG TCS is an ATG software solution provider, offering services around ATG‘s complete set of e-commerce solutions to help customers create a satisfied, loyal, and profitable online customer base. The TCS ATG Center of Excellence develops best practices and methodologies around ATG solutions to ensure faster, high-quality implementations for customers. Salesforce.com As a strategic partner of Salesforce.com, worldwide leader in on-demand CRM services, TCS is entitled to benefits such as use of the Salesforce.com applications; support and maintenance services; education and training; access to the Salesforce.com Partner Portal; targeted joint selling; and so on. TCS currently provides a range of solutions based on Software as a Service (SaaS) on-demand applications to its clients, thus enabling them to enhance their customer experience from strategy to implementation to application management outsourcing in customer-facing areas of Marketing, Sales, Service and Support, Customer Analytics and Customer Data Integration. RFID As an evolutionary automatic identification technology, RFID was considered a niche technology a few years ago. As costs associated with RFID hardware have decreased, and standards defined for managing data, RFID has gone mainstream, and can potentially power business systems to become the competitive backbone of organizations. TCS helps organizations plan and implement RFID enabled systems across multiple business areas, including regulatory compliance, inventory management, transport systems, document tracking and brand protection among others. What TCS Provides Expertise and alliances across the RFID system value-chain: RFID hardware, edge servers, middleware and application software Call Management CIOs are considering effective call management solutions to not only make enterprises cost-effective but also have tighter SLAs for enhanced process efficiencies. TCS evaluates organizations‘ needs and implements the right call management solution to meet their demands. Client Challenges Increased call volumes Poor request prioritization and tracking Lack of SLA monitoring machines Transient IT workforce Business Value Enterprises are able to receive, prioritize and resolve service requests, facilitate change, optimize service levels and re-use knowledge to create a more efficient helpdesk. Oracle In today‘s evolving business landscape, enterprises need to do more than just adapt; they need to predict change and respond proactively. This requires effective alignment of people, processes, data, and technology in a way that enables enterprises to keep pace with existing demands, while preparing for the future. Over the last two decades, TCS has been helping enterprises leverage Oracle‘s E-Business Suite, PeopleSoft, JD Edwards and Fusion platforms to achieve these imperatives and succeed in the changing environment. TCS offers its customers end-to-end consulting services in Oracle, from strategy formulation, to development and deployment of the chosen enterprise solutions product, to maintenance and support. Client Challenges Failure to identify and implement the right ERP solution, leading to rise in total cost of ownership; inability to adhere to budget and timeline schedule; low system performance; and low synergy between ERP and other enterprise systems Issues related to change management and resistance to use ERP in enterprises lead to low acceptability among employees, higher training costs, and longer periods to reap benefits out of the ERP applications High maintenance cost leads to profitability crunches What TCS Provides Based on standard tools and methodologies, TCS categorizes its enterprise solution offerings as follows: Advisory offerings help enterprises identify business challenges and develop an ERP strategy and roadmap: Business Process Standardization (BPS) ERP Strategy and Roadmap Due Diligence for Application Support ERP Audit Upgrade Assessment Implementation service offerings enable customers to deploy an ERP solution aligned with their business objectives: End-to-end implementation Global Rollout Upgrade Outsourcing offerings allow TCS to ensure 24/7 post-implementation support to the implemented ERP solution: Support and Maintenance Shared Support Services Center of Excellence Set-up Assurance Services Industry Solutions: Dairy: From production to dispatch, TCS‘ complete enterprise solution enables dairy companies to manage variability, control inventory, streamline financial processing, and bring in increased transparency in operations. EU-VAT: TCS‘ EU-VAT solution allows cross-border, intra-European acquisition accounting for customers selling goods and services to multiple European destinations. It provides accurate VAT documentation, accurate invoicing, and Intrastat-compliant reports for numerous scenarios including cross-border multi drops, part-shipments and multi-sourced transactions. Paint and Ink: TCS‘ solution covers the Paint and Ink industry‘s process manufacturing, financials, and supply chain functions. The solution implements Oracle Process Manufacturing (OPM) along with Oracle Financials and Oracle Distributions to cater to customer needs. Paper and Pulp: From optimizing process conditions and capturing appropriate parameters at every stage of pulp and paper manufacturing to minimizing paper wastage and improving visibility of order item movement, TCS helps these companies optimize their entire process cycle. Public Works: TCS' solution for public works departments offers integrated views of critical information, thus aiding effective decision-making. Subscription: TCS‘ subscription solution, based on Oracle E-Business Suite, meets the requirement of periodic revenue recognition, auto-generates billing schedules on the basis of the product setup or the contract template, and traces the status of delivery and payment while ensuring proper integration between billing and fulfillment. Workforce Management: TCS‘ solution offers the ability to create, manage, schedule, optimize and track work done by the field personnel that helps in closing the information gap between the service organization and the field service workforce. SAP The business world is transforming at a fast pace. To sustain competitive advantage in this changing environment, it is imperative for companies to connect the entire enterprise together. As strategic partners of SAP, TCS has been helping global enterprises achieve this imperative. TCS has extensive experience across SAP solutions — consulting, end- to-end implementations, upgrades, and support — helping customers implement, optimize, and enhance value from their SAP investments. Client Challenges Increasingly complex network of processes Critical information spread across disparate systems Absence of data flow transparency and lack of integration of the enterprise with its extended eco-system Need for statutory compliance and tackling performance management What TCS Provides Based on the Think, Build, and Operate model, TCS‘ comprehensive portfolio of offerings span the complete life cycle of SAP enterprise solutions — enabling enterprises to transform, enhance, and optimize. Their offerings include: Pre-implementation: TCS‘ offerings in the pre-implementation stage lay the foundation for business transformation. They provide innovative solutions like Software as a Service (SaaS), and help enterprises leverage SOA to develop solutions to meet their industry challenges. Implementation: TCS supports enterprises through the implementation stage by deploying the right solutions to make them agile. Post-implementation: In the post–implementation stage, TCS helps with upgrade, SAP health check, and SAP audit to enable enterprises maximize the value of their SAP investments. Business Value By offering SAP enterprise solutions, TCS enables companies across industries benefit from the following: Simplified technology landscapes Integrated processes Streamlined operations Agility and improved connectivity CONSULTING Changing demands of increasingly complex market scenarios force businesses to act swiftly and continuously reinvent themselves to meet and exceed their customers‘ expectations. Innovative business models have become the key to sustainable competitive advantage and profitability. The TCS Approach TCS partners with clients to define and address their organization's unique transformation imperative. TCS works in transparent consultation with clients to define their business goals, devise a strategy, decide on a course of action, develop a solution, deploy it across their organization, and deliver improved business results. Business Consulting, including Business Process Management, Change Management, and Program Management IT Consulting, including Architecture and Technology, Information Risk Management, Infrastructure Services, IT Process and Service Management, IT Strategy and Governance, Master Data Management, Performance Engineering Solutions, and Quality Assurance and Testing Business Solutions, including E-Channel, OptimizeIT, Post Merger & Acquisition IT Integration, Service Oriented Architecture (SOA), and Utility Computing By partnering with TCS the clients are assured of: Integrated end-to-end IT enabled business transformation: TCS helps enterprises across the value chain with their benefits-driven, integrated approach that delivers sustainable results. Proven methodology and fact-based approach: The methodologies incorporate TCS' best practices and are set for uniformed processes and delivery. Global expertise, applied locally: The high-caliber consultants have a wealth of expertise and international experience, enabling us to focus on your local demands within the context of your global business requirements. BUSINESS PROCESS OUTSOURCING As most organizations today value the merit of staying ―lean and fit‖, they are increasingly looking at outsourcing non-core operations. Adopting this approach, allows them to focus on their core competencies and respond with agility to the ever-changing market and business needs. At TCS BPO, they leverage their strong understanding of industry-specific BPO services and cross-industry solutions to provide clients with new business processes and innovative models that seamlessly align with their business requirements. What TCS Provides TCS studies client‘s business processes and identify how to provide innovative solutions that will best fit their business needs and address the challenges clients may face. Boosting bottom line through automation, productivity arbitrage and wage cost arbitrage Leveraging existing talent pool and industry experience to become part of client‘s think tank Building agility across client‘s organization through strategic initiatives that adapt to accelerating market trends Service Offerings TCS‘ robust and mature processes coupled with technical and functional expertise in several industry verticals have placed TCS at the forefront of providing best-in-class services for: Banking & Financial Services Insurance Life Sciences & Healthcare Travel & Transportation Telecom Retail & CPG Their cross-industry or horizontal functions spectrum includes: Finance & Accounting Human Capital Management Supply Chain Management To help customers achieve new levels of efficiency, TCS BPO offers innovative and flexible business models, platform based services and transformational outsourcing. Platform Based Services TCS Platform BPO solutions bring a range of horizontal offerings based on a pre- configured platform built on best-in-class processes, industry frameworks, best practices and technology that helps to deliver transformational business value to customers. Transformational Outsourcing TCS offers a full lifecycle of services including Consulting, Application Development and Maintenance, Implementation Services, and IT Infrastructure Services. TCS expertise lies in their capability to: Use the right tools and techniques to achieve significant savings through business process improvement Identify custom innovative transition and rollout models including a ―BPO led Transformation‖ to minimize fiscal impact Use Platform approach to standardize business processes and pre-configured applications and tools Deliver outsourced processes in a global delivery framework Benefits Up to 30% reduction in total cost of operations as TCS facilitates business transformation Geographical Presence TCS believes that its global footprint enables it to service and support existing customers in a number of important markets from locations closer to the customers, including: OffShore - INDIA (Mumbai, Chennai, Baroda), CHINA (Hanghzou, Shanghai) NearShore - CHILE (Santiago), URUGUAY (Montevideo), HUNGARY (Budapest) OnShore - USA, UK (Peterborough) Advantages of GNDM™: Up to 50% reduction in the cost of skilled resources through the cost arbitrage benefits of GNDM™ as well as through lift-off productivity gains in the transition phase TCS continues to optimize the transaction cost through year-on-year productivity and process improvement benefits by deploying lean, six sigma and automation Business Value TCS‘ ability to provide a full services play uniquely positions TCS to undertake system and process rationalization, helping clients avail: Global standards Best-of-breed processes by leveraging intellectual property built over the years—practices, platforms and tools Hosted software platform that will reduce expenditure on fixed investments, upfront investments and maintenance costs ‗Experience Certainty‘ round the clock through the Global Network Delivery Model™ Client Relationships - A Flavor Over 132 clients in 32 countries Repeat business from more than 70% of clients annually 3 of Top 10 clients have been clients for over 3 years PLATFORM BPO SOLUTIONS To deal with competitive pressures, organizations today increasingly seek services to be provisioned on pay-as-you-go models which enable scalability, elasticity and cost predictability for meeting fast changing business needs. Outsourcing presents a credible choice with the added advantage of greater operational ownership with access to new technology and process acumen. Client Challenges Organizations face the following challenges today amidst global turmoil and shifting competitive landscape:- High costs in a volatile, bearish economic environment Need for improving inefficient processes without incurring large upfront transformational costs Lack of business agility due to absence of scalable, elastic IT applications and infrastructure Compliance to standardized processes, regional statutory norms, and internal controls Complexity of highly disparate, customized IT environments What TCS Provides In Platform based BPO model, TCS undertakes the management and execution of the client's non-core business processes on its own technology platform. Some of the key features of this business model are: TCS‘ technology platform, shared or dedicated, delivers standardized business process services to multiple clients like you TCS would own the process, the underlying platform and applications, people and infrastructure to deliver the services to you The service delivery moves from being people-centric, as in the traditional lift- and-shift model, to being platform-centric TCS‘ "process-as-a-service" approach offers you usage-based flexible pricing models involving minimal upfront investment on your part To shorten implementation times and leverage best-in-class practices, TCS' Platform based approach incorporates configurable plug-in templates and shared synergies through a multi client system architecture. Their offerings cover the following processes: HRO Platform BPO Solutions F&A Platform BPO Solutions Procurement Platform BPO Solutions Analytics Platform BPO Solutions TCS‘ highly refined and mature integrated process and delivery ecosystem ensures seamless delivery of business operations. The Platforms are hosted on a Scalable, Highly Available, Reliable and Secure Infrastructure, with data centers globally located to ensure conformance to data privacy regulations. A dedicated Information Security Organization and ISO 27001 guidelines also ensure compliance to stringent security regulations across all platforms. Their end-to-end (e2e) process framework ensures seamless deployment of platform BPO solutions for you. The framework comprises of three distinct stages - Build, Transformation and Service Delivery. As part of Build, they invest in developing the core customer-agnostic platform solution by building enabling tools, processes & workflows on top of enterprise application suite to fulfill your business needs. In Transformation, TCS facilitates smooth transition to their platforms by adopting a participative approach for process harmonization and organization change management. As part of Service Delivery, they execute and manage clients transactional business processes on our utility- based model. TCS works closely with a number of partners including major software vendors, datacenter providers, sourcing management firms, hardware and network equipment providers. Business Value With TCS Platform BPO Solutions model clients gain with Significant reduction in total cost of ownership, with minimal upfront investment on your part and usage based pricing eg number of employees (HRO), managed spend (procurement) Improved business performance with business metrics driven SLAs and delivery Improved business agility with on-demand, scalable and elastic solutions enabling clients to respond to changing business requirements End-to-end ownership of business processes by TCS – process, software licenses, infrastructure, people – ensures that risks and investments pass on to TCS Greater focus on clients core business by freeing up valuable resources, and utilizing TCS services to manage the non-core areas Access to best-practices based global, standardized processes and technology built on enterprise solutions (eg. SAP, Oracle etc.) and extensive domain and technology expertise Global, optimized delivery reach and scalability for end-to-end seamless operations BUSINESS INTELLIGENCE & PERFORMANCE MANAGEMENT The business environment today is more dynamic than ever, with mergers and acquisitions, consolidation, and regulatory changes. TCS' Business Intelligence and Performance Management solution helps an enterprise in fulfilling the aspirations of being Agile, Adaptable and Efficient. Client Challenges Growing volumes of organizational data, and the ability to leverage it effectively in less time and with more certainty. Absence of consistent master data, enterprise information and systems to manage the same. What TCS Provides TCS SOLAR© Framework is a Service Oriented Architecture (SOA) framework of Integration and Information Management Services. The framework helps coalesce Business Intelligence, Business Process Management, Enterprise Data Management, Integration and Knowledge Management / Enterprise Content Management initiatives, thus driving down the cost of IT and providing the agility to address changing business and regulatory requirements. A wide spectrum of offerings embedded with TCS SOLAR Framework include: Strategic Offerings: BluePrint, Scorecard, HealthCheck, Planning and Budgeting, Due Diligence, Financial Consolidation, Maturity Assessment Business Process Analysis, Business Case Modeling and Capacity Planning Tactical Offerings: Data Governance, Master Data Management, Data Architecting, Data Mart Consolidation, Data Quality Management, Dashboard Management, Metadata Management, Performance Engineering, Data / Text Mining Document Management, Services Management and Knowledge Management Operational Offerings: Competency Center, Multi-site Rollout, Factory Services, Lifecycle Services, Testing Management, Sustenance Services, Testing Factory, Training Services, Migration / Upgrade, and Change Management The TCS Value Measurement framework is based on quantifying benefits under Agility (responsiveness of enterprise), Adaptability (change impact management) and Efficiency (optimization of Quality-Cost-Time) dimensions and measurements across Business, Technology and Infrastructure perspectives. Business Value TCS SOLAR Framework helps organizations optimize and monitor business processes on a granular level. This could lead to at least 10% increase in operational efficiencies and up to 90% reduction in cost for adapting to new regulatory compliance requirements. With TCS SOLAR Framework, clients can Converge business intelligence and knowledge management through real-time integration Quickly re-orient your business processes at a granular level in response to business environment changes Predict and improve the quality of service Have the ability to easily adapt to current and new regulatory needs ENGINEERING & INDUSTRIAL SERVICES For more than two decades, TCS has been delivering engineering solutions across diverse industries enabling customers to foster product innovation, improve operational efficiencies, and decrease time-to-market for their products. Client Challenges Demand for new product features catering to local markets Competitive cost pressure requiring improved operational efficiencies in manufacturing Innovate with optimal research and product development spends Worldwide supply chain with significant statutory compliance requirements What TCS Provides New Product Development (NPD) Solutions: Product Design, Product Engineering and Product Manufacturing with focus on Mechanical Design, Embedded Systems and Engineering Automation. Plant Solutions and Services: Process Plant Engineering, Digital Manufacturing Solutions, Manufacturing Execution & Intelligence (MEI), Control Automation Engineering, Sourcing Solutions and Integrated Asset Management solutions. Product Lifecycle Management (PLM) Solutions: PLM business consulting, PLM product implementation and PLM support. Geospatial Technology Solutions: In-depth geo-spatial information system capabilities for implementing and integrating geo-spatial technology with other business systems. TCS leverages on its intellectual property that is built over years, various products and tools and different types of alliances (industry, academic and technology) to address customer's needs. Business Value TCS' process-driven approach, unique Global Network Delivery Model (GNDM™) and alignment to specific quality paradigms inclusive of Six Sigma, ISO, PCMM, CMMi, AS 9100, and BS 7799 enable customers to reap benefits, such as: Realize product strategy from conception to retirement Enhance market share and customer's Return on Investment (ROI) Reduce the Total Cost of Ownership (TCO) Enhance visibility of manufacturing operations and availability of assets SMALL AND MEDIUM BUSINESS In a highly competitive business environment, small and medium businesses are relentlessly challenged by technology complexity and rapid technology obsolescence. The need is driven by the lack of IT edge among SMBs to build competitive advantage against large and global players; inability to maintain and sustain a robust IT function and lack of single view of enterprise information. Client Challenges Business Challenges SMBs are increasingly realizing that ICT enablement is vital for survival in today‘s globally competitive environment. This involves high upfront capital investment which SMBs are finding difficult to finance without vendor support. Globalization, heightened customer expectations, lack of a single view of the enterprise and inability to deliver in the absence of IT enablement is a clear challenge that SMBs are facing IT Challenges In the market we find no commitment from service providers to SMBs. This adversely impacts a SMB‘s ability to provide any meaningful service level expectations for their customers. There has been Adhoc evolution of IT and this has made it difficult for SMBs to scale up the IT with business growth. Assembled non standard hardware and software solutions tend to become obsolete which impedes the growth and the ability to maintain a lean IT function. Through TCS‘s unique offerings for the small and medium business segment, such barriers are yesterday‘s news. What TCS Provides TCS Small and Medium Business (SMB) unit aims at enabling sustained profitable growth for SMBs with an innovative service model TCS IT-as-a-Service. This model will leverage TCS‘ leadership in technology and service innovation to offer integrated end-to- end managed solutions to small and medium businesses. With TCS IT-as-a-Service, TCS aims to address the end-to-end IT needs of SMBs and help streamline business processes for market advantage; provide customers with blueprints for business process improvement; deliver integrated end-to-end managed solutions in IT and telecom and offer flexible pricing options to reduce capital expenditure and minimize operating expenditure and maximize return on investment while achieving economies of scale. A subscription-driven ―build-as-you-grow‖, ―pay-as- you-use‖ model through centralized hosting from a common platform would facilitate alignment of technology adoption to the needs of the business and bring scalability to the business model. TCS‘ global delivery capabilities and industrialized approach to technology solutions delivery and management greatly enhance productivity and ensure discipline, reliability and risk reduction. The SMB practice draws upon the extensive experience of TCS across diverse verticals, and its alliances to deliver their solutions. TCS offers end-to-end business solutions for SMBs covering: Access devices: Covering all essential computing devices like Laptop, Desktop, Printer, Peripherals Networking solutions: Covering LAN, WAN, etc Common Office Applications: Covering email, Office software, etc Common Business Applications: Covering Payroll, Accounting, etc Vertical Core Applications: Covering POS, Inventory Mgmt, etc Niche Vertical Applications: Covering Space Management, Just in Time sequencing, etc. They cater to a diverse set of industry verticals including: Retail Hospitality Manufacturing – Auto Components Healthcare Professional Services – Construction, Legal Education PRODUCTS: SOFTWARE TCS BaNCS TCS BaNCS enables transformation in financial services through a superior and holistic suite of solutions for banks, capital market firms, insurance companies, and diversified financial institutions. Each solution in the TCS BaNCS family has been designed to run as a scalable and robust service, fully integrated with existing business models, enterprise infrastructures and technology architectures. With their collaborative and innovative approach, financial services organizations can gain from: A competitive advantage and provide differentiated solutions to their customers Increased operational efficiency and agility Certainty in delivery TCS BaNCS is a globally recognized industry leader, with its solutions consistently ranked in top positions by industry experts. TCS BaNCS Payments accredited with SWIFT Ready label 2009 TCS Financial Solutions named a Leader in Global Banking Platforms by Independent Research Firm (Source: Forrester, January 2009) TCS BaNCS awarded ‗System of the Year Award‘ 2008 by BISS Research TCS BaNCS placed in the Leaders Quadrant in Leading Industry Analyst Firm‘s International Retail Core Banking 2008 Report TCS BaNCS ranked among the top 10 solutions in Global FINTECH in 2007- 08 TCS BaNCS Core Banking ranked China‘s No. 1 Core Banking Solution in 2007 by Independent Research Firm TCS BaNCS Corporate Actions accredited with SWIFT Ready label for the fourth consecutive year (2009) TCS BaNCS Securities Settlement was accredited with SWIFT Ready label for the seventh consecutive year (2009) TCS BaNCS received BISS Corporate Actions accreditation for the sixth consecutive year (2008) TCS BaNCS accredited for Corporate Finance by BISS Research in 2008 TCS BaNCS Payments won The Banker Technology Award for Cash Management and Treasury in 2007 TCS TECHNOLOGY PRODUCTS Many business challenges exist across industries - particularly when it comes to CRM, database integration, knowledge management, and other processes which involve huge amounts of data. TCS' technology products can help an enterprise achieve superb operational efficiency and realize time, cost and energy benefits for maximum ROI. TCS Products Exegenix® Intelligent Document Conversion Solutions® SupportCentral - Business Social Productivity Platform TCS Digital Certification Services / Public Key Infrastructure (PKI) Suite TCS Tax Mantra™ Integrated Tax Solution TCS Data Cleansing Framework TCS Business Rules Engine TCS Experience Based KM (Knowledge Management) TCS Call Management Solution TCS Certificate Validation Server TCS File Authentication Solution TCS eLearning Effectiveness Measurement Solution TCS Code Generator Framework TCS Saakshi (Time Stamping Solution) TCS Form Authentication Solution TCS eVOLv Multimedia Authoring Solution TCS Direct Metal Deposition CAM TCS Stand Alone Post Processor TCS WebFACTORe (Web-enabled Plant Maintenance Management Tool) TCS Enterprise Integration and Control Environment TCS SmartBox (Next Generation Industrial Controller Development Framework) TCS Sevak - Self Service Terminals TCS Rapid Sigma (Six Sigma Solution for Continuous Improvement) TCS Teamcenter for Medical Devices Exegenix® Intelligent Document Conversion Solutions® This hosted solution converts any printable electronic content in Post script or PDF format into XML. Organizations can meet their content conversion needs with minimal human involvement. Exegenix technology provides seamless conversion management through combination of automated processes and intuitive Interface. Exegenix technology is already being successfully used on source materials from global organizations in a variety of industries, including analytical legal research, distance learning content syndication, cross-media publishing, and information services. SupportCentral - Business Social Productivity Platform SupportCentral is a next generation Collaboration and Business Productivity Platform that will enable your enterprise to thrive in this intensely competitive knowledge economy. SupportCentral can help meet 7 of the top technology and business priorities of CIOs worldwide. Having developed this solution for one of the world‘s largest organizations, where it is the most used platform after Email, TCS is uniquely positioned to partner with the enterprise to maximize Return on Investment through significant dollar savings as well as increased productivity. SupportCentral‘s unique ―Communities of Practice‖ taxonomy, patented Expertise Management solution and powerful Workflow engine, all in a completely self-service format needing no IT expertise, allows business users to create the solutions they need in the shortest possible time. Share Knowledge, Use Web 2.0 tools for boundariless Collaboration, Manage Portals and Documents, and Digitize Processes rapidly to create the Enterprise of the future. TCS Digital Certification Services / Public Key Infrastructure (PKI) Suite In an increasingly information-centric world, it is critical for businesses and organizations to access, share and exchange information. Quickly. Conveniently. Securely. As a licensed Certifying Authority and leader in the IT space, Tata Consultancy Services Limited is uniquely positioned to provide end-to-end security solutions ranging from Public Key Infrastructure (PKI) deployment and Digital Certificate services to Desktop, Web and Application security solutions TCS is a licensed Certifying Authority (CA) and is authorized by the Controller of Certifying Authorities (CCA), Government of India, to issue legally valid digital certificates. Through its Trust Network, TCS Certifying Authority provides PKI Services to individuals, companies and government organizations TCS Tax Mantra™ Integrated Tax Solution This web-based solution caters to the needs of modern tax and revenue enterprises, as well as tax payers. It enhances business functionality, supports tax payer-friendly services and makes tax administration simpler and easier. It has fully integrated processes to support an endless number of tax types and business processes. With provisions for taxpayer internet based registrations, filing, paying and status inquiries, TCS Tax Mantra™ helps clients provide enhanced services to taxpayers and increase their satisfaction levels while reducing internal processing times. TCS Data Cleansing Framework This product helps consolidate clients‘ customer database through a special algorithm that matches names with addresses, weeding out duplicate entries. Standardized data reduces data-storage, mailing and processing costs and improves customer service. TCS Business Rules Engine Simplify definition and modification of software rules with this product, which alters your rule base rather than changing the entire application code. By establishing a common system where new rules can be fed or modified and subsequently applied to relevant modules without disturbing an entire set of applications, IT intervention can be minimized as applications become more flexible and adaptable to meet dynamic business demands. TCS Experience Based KM (Knowledge Management) This artificial intelligence case-based reasoning solution captures, refines, organizes and maintains organizational knowledge to automate resolution capabilities. Its ability to identify cases based on past experience results in faster, cost-effective resolution of queries. TCS Call Management Solution This robust, feature-rich and scalable helpdesk and customer support solution framework helps organizations deliver faster, more consistent support to their critical business applications and infrastructure. TCS Certificate Validation Server This strong, flexible and highly scalable solution uses Online Certificate Status Protocol (OCSP) to facilitate accurate, scalable and real-time validation of Digital Certificates. TCS Certificate Validation Server supports industry standard third party OCSP systems and is compliant RFC 2560 standards. TCS File Authentication Solution This secure and tamper-proof communication mechanism can eliminate risks in all online transactions. It provides authentication, non-repudiation and integrity to all kinds of electronic documents using digital certificates, as well as assurance over and/or regarding the source, privacy, and validity of electronic documents and the data contained within. TCS eLearning Effectiveness Measurement Solution Similar to any LMS in terms of basic functionalities such as learner data tracking and generating reports, this tracking tool helps organizations track effectiveness of their training and development initiatives in order to get superior and quick ROI. It is flexible enough to be easily customized. TCS Code Generator Framework This tool provides an integrated environment along a product or application development life-cycle. By significant re-use of codes, it speeds up new application development, legacy system integration, and deploying enhancements. As a result, development teams who are spread across geographies benefit from increased consistency and communication with common code repositories and well-defined processes. TCS Saakshi (Time Stamping Solution) This product provides time stamping or digital notarization for electronic transactions and documents across the entire trail of transactions. Using tamper-proof cryptographic technologies to certify electronic transactions, TCS Saakshi provides time stamp tokens indicating the date and time of execution. TCS Form Authentication Solution TCS Form Authentication Solution enables web-based transactions to be digitally signed and authenticated, ensuring data accuracy, security, and privacy. TCS eVOLv Multimedia Authoring Solution This versatile, simple-to-use tool creates content modules easily and quickly. With its ability to support graphics, audio, and video media formats, users can make learning a rich and engaging experience for the audience. The product‘s simple interfaces do not require any specialized programming skill or knowledge to operate. Compliant with SCORM standards, TCS eVOLv can be easily deployed on most learning management systems. TCS Direct Metal Deposition CAM Direct Metal Deposition (DMD™) is a state-of-the-art laser-based additive manufacturing technology for metal synthesis and component fabrication, invented by Precision Optical Manufacturing (POM) Group Inc. It enables creation of parts and molds directly from powder metal melted by a laser beam. It is driven by CNC or robot arm as per the defined deposition strategy. TCS Direct Metal Deposition CAM provides end-to-end solution for implementation of this technology and allows the user to select from a range of machine or robot configurations and deposition strategies. TCS Stand Alone Post Processor This highly flexible and customizable solution offers post- processing solutions for various CNC machines and its configurations. It can reduce post processor development time up to 30-40% depending on the application and can be used for NC applications, which are not fully supported by third party NC post builders. TCS WebFACTORe (Web-enabled Plant Maintenance Management Tool) This advanced tool developed by TCS, incorporates best practices and result-oriented methods followed in maintenance departments across various industry sectors, thereby enabling quantum improvements in productivity levels and all the key metrics of the maintenance department. The several benefits that inevitably accrue from implementation of WebFACTORe will lead to a perceptible improvement in organizational work-culture. The solution is suitable for a wide range of industry sectors and specific requirements. TCS Enterprise Integration and Control Environment: Certified as "Powered by SAP NetWeaver®." This Rapid application development framework is used to develop advanced process control and process optimization applications and integrate them with the enterprise applications. This framework gives more than 70% productivity and shortens the development time by at least 60%. Solutions based upon this framework have been deployed at more than 35 plants. TCS SmartBox (Next Generation Industrial Controller Development Framework) Jointly developed by TCS and A*STAR Singapore Institute of Manufacturing Technology (SIMTech), it is a futuristic industrial controller that brings high-level control closer to the actual production process. It‘s low-cost, open-architecture which has an in-built Rapid Application Development (RAD) framework, helps Original Equipment Manufacturers (OEMs) to create point solutions quickly and easily. Its applications include: Plant-wide control and optimization, Replacing PC-based control applications, Connecting plant systems to enterprise applications, Control and monitoring of complex plant equipment, Distributed control applications, and Robotics & precision engineering. TCS Sevak - Self Service Terminals This 'self service terminal/kiosk' platform allows customers to pay their bills using cash or credit cards. The terminals can operate in a stand-alone mode or can be connected to back end servers for live update of transactions. They are typically used by enterprises to automate their manual customer service desks. TCS can build customized solutions around Sevak platform. TCS Rapid Sigma (Six Sigma Solution for Continuous Improvement) This is the worlds first certified composite on SAP xMII. It helps organizations practicing Six Sigma in reducing the ‗Time to Measure‘ of data to nearly nil and also reducing the chances of statistically ‗un-fit‘ data for analysis. Rapid Sigma is a ready to use, highly configurable tool which gets deployed on SAP xMII environment. The solution allows seamless integration to shop floor databases and SAP ERP. This integration saves valuable time of data collection and ensures that right data is collected in the right DMAIC phase from the right place. It cannot be treated as a separate, independent product which runs on its own (It‘s a composite built using xMII). Also the functionality of this needs to be validated from a six sigma black belt champion before deploying it at the customer site. TCS Teamcenter for Medical Devices This PLM solution delivers product innovation and development capabilities in a secure environment while constantly monitoring FDA compliance. Users can create, author and modify documents and route them through intuitive workflows that capture relevant information and dynamically converts approved documents to a secure format. It includes strict rule driven product based document control, training management, design Control (including Packaging and Labeling and Marketing Materials), production and process control (via Interface with MES), and application (Software) control. Device Master Records (DMR) are created and managed to ensure that the design meets the requirements, and risks are adequately captured, analyzed and controlled during the entire development cycle. Supported product features such as DHF, DHR and CAPA will provide medical device companies a single, integrated PLM platform, eliminating the need to sustain multiple systems and associated infrastructure. OTHER PRODUCTS TCS Products TCS Clin-e2e TCS Hospital Management Solution TCS Silicone Ambulatory ECG Device and Solution TCS Enterprise Integration and Control Environment Solution/ Energy and Utilities TCS Bio-informatics Solution VERICUT - Machine Simulation Software TCS Clin-e2e This Clinical Trial Management Solution addresses all four phases of clinical trials. A secure online environment captures electronic data and integrates sites and labs with sponsors. Pharmaceutical companies are able to create customized Case Report Forms (CRF) and investigate clinical data more effectively as they successfully monitor progress of global trial sites, reduce time and cost of clinical trials, and ensure regulatory compliance with global frameworks. TCS Hospital Management Solution With this product, large and medium-sized hospitals can streamline patient care, hospital administration, ancillary services, and clinical support activities. A health care institution can realize better administration and control, enhanced fund management, better reporting to aid strategic decision making, and improved patient care and satisfaction. TCS Silicone Ambulatory ECG Device and Solution For assessing patients quickly and correctly to avert cardiac arrests, TCS Silicone provides real-time monitoring of heart condition via ECG (graphical data in Lead II configuration). The information is then transmitted through any available radio frequency communication channel, enabling doctors to decide the immediate course of action. It also has a built-in feature to send diagnostic alerts to a hospital through a mobile phone interface. TCS Enterprise Integration and Control Environment Solution/ Energy and Utilities This product allows integration of a wide variety of functions including materials management, energy billing, energy accounting, operations and maintenance, finance, and HR. An enterprise will be able to increase responsiveness through enterprise-wide visibility, automate billing and settlement processes, improve asset utilization, and build profitable customer relationships. TCS Bio-informatics Solution Address the need for accessible databases and analytical applications that sort and organize the massive amounts of data required in this industry, enabling quick distribution of critical information to researchers. This product assists drug discovery processes from target identification to lead optimization, and addresses four major functional areas: Genomics, Protein Modeling and Structural Analysis, Simulation, and Drug Design. Researchers are assisted by sequence analysis, genome analysis, comparative genomics, 3D modeling, 3D structure manipulations, structural analysis and simulations. VERICUT - Machine Simulation Software TCS' Engineering and Industrial Services group has been promoting VERICUT product line in India since 1992. VERICUT is a CNC Machine simulation software developed by California-based CGTech that enables clients to machine parts on the computer before actual cutting occurs. Using VERICUT, manufacturers can verify the accuracy of the program before it is loaded on the machine, reducing or eliminating the need for the time-consuming manual prove-out process and minimizing material costs. RESOURCE ALLOCATION For manpower resource allocation, there is a Manpower allocation and task committee (MATC). The main role of MATC is Behaves as a distribution channel for manpower allocation Includes manpower associates, business associates like CMC, Tata elxsi and Tata InfoTech INTERNAL COMMUNICATION STRATEGIES For providing Internal communication amongst employees there is a centralized portal called ultimatix. All functional points of organization related to employee, and all common communication is done through this channel. Client related portals are available for client related communication PEOPLE STRENGTHS Expertise in multiple technologies across multiple verticals Average age-28 yrs Transparent process for employee related information Entire organization divided into multiple Independent Strategic Units(ISU), with each of the heads acting as its CEO‘s and do not require CEO intervention for decision making Its one of India's few PCMM level 5 certified companies PROCESS STRENGTHS Well defined and structured quality processes following CMM level 5 and six sigma initiatives Quarterly reviews and audits performed for each and every project executed in TCS Most clients have monthly company business reviews to monitor health of the project Client specific matrices for the projects are reported for internal and client purposes Specific technology excellence group(teg) reviews are conducted for all the projects PEG-process excellence group defines and monitors projects within regional zones Trainings to deploy standards and matrices done on frequent basis CLIENT'S CATEGORIZATION New venture Repetitive customers TCS has multiple products and clients purchase those products from TCS, (can be sold separately or as part of a package) PRICING Fixed price: This is for short term projects in which the company decides upon a fixed price for the project and sends it across to the clients for approval. Once this is approved then only this price is charged. It is for repetitive customers. Here the company tries to maintain this cost. Time & material project: This is for long term projects in which the company would send a report detailing the resources especially the man power resources that it would require and then estimate the cost for the particular month. This is usually done for maintenance projects. Pseudo fixed price: This is done for a new technology. In this the company estimates the cost for a particular month and sends it to the client and also the particular amount by which this cost would vary. Here the company doesn't know the exact cost and sends in an approximate cost. PRICE MANAGEMENT Effectively managing price change across large product portfolios, in sync with market trends and brand ethos, is easy, when one has a single repository of all price-related information. TCS Price Management creates such a storehouse of complex pricing related data, bringing in a workflow-based, collaborative, transparent and analytical pricing process. Enabling strong predictive analysis and correct, rule-based pricing decisions, it facilitates increased business performance. Price Management helps to counter competition from external as well as internal product factors in a competitive marketplace. It allows to optimally utilize competitive information, effectively manage segmented prices and institutionalize the entire pricing process; thereby, minimizing relative pricing, margin erosion and revenue leakage. Benefits TCS consulting services help customers to - analyze their current pricing policy, define an ideal state and formulate an implementation business case based on the organizational strategies and Key Performance Indicators (KPI). It designs, develops and implements custom-built or product-based solutions, reducing the TCO. Price Management helps customers benefit from: Improved deal win-loss ratio; Enhanced profitability and revenue; Increased transparency and accountability; Faster pricing decisions; Consistent pricing policies; Empowered field staff. THE TCS DIFFERENCE (Sources of sustainable Competitive advantage) TCS understands that clients need to do more with less, respond quickly to the needs of their markets and get more strategic advantage from IT. They are uniquely able to help clients solve these business challenges. Whether it's IT services, business solutions, or outsourcing, they can assure a level of certainty that others can't match. TCS serves large and fast growing organizations who share a common set of objectives: Increase profitability and efficiency by doing more with less Rapidly and effectively respond to changing market demands, thereby improving organizational agility Leverage IT as a strategic driver for competitive advantage, not just as a business utility TCS' success and reputation is built on ensuring certainty of outcome for these client objectives. TCS is uniquely able to deliver on this promise, primarily due to four strategic enablers: 1. Their Broad Portfolio of Offerings provides clients with the right set of capabilities for the right problems at the right time. They apply deep industry experience to provide a wide range of IT Solutions, Consulting, Business Process Outsourcing, Engineering Services and IT Infrastructure Services. 2. They deliver those offerings through the Global Network Delivery Model™ , their unique business model for how they consistently deliver high-quality cost effective services all over the world. This model has enabled them to achieve client satisfaction ratings of 89% for meeting quality expectations and an average budget variation on projects of just 3% --both figures far better than industry norms. 3. They then leverage their investment in Solution Accelerators, which include products, tools, and methodologies for bringing solutions to market more quickly and with higher quality. These tools, along with their Global Network Deliver Model, have helped them drive client satisfaction ratings of 87% for on-time project delivery (again - much higher than the industry norm). 4. Finally, they help clients achieve and maintain competitive advantage through the use of their TCS Innovation Labs and Co-Innovation Network, their collaborative R&D and innovation engine which works to successfully exploit and commercialize new ideas, technologies and best practices. Global Network Delivery Model™ TCS' Global Network Delivery Model™ is the engine that allows them to provide reliable, scalable and cost effective delivery of services and solutions. This time-tested model has enabled them to achieve client satisfaction ratings of 89% for meeting quality expectations and an average budget variation on projects of just 3% -- both figures far better than industry norms. TCS' Global Network Delivery Model™ enables their clients to: Choose a sourcing strategy best suited to their most important business considerations, e.g., cost optimization, cultural alignment, location proximity, language capabilities or risk-mitigation. Be assured of the highest quality of service delivery regardless of the mix of services, technologies, and locations. Lower the Total Cost of Ownership (TCO) of Information Technology by managing different service streams -- such as Consulting, IT Services, IT Infrastructure Services, etc. -- through a unified delivery framework. All of TCS' processes and infrastructure have been developed from the ground up -- as opposed to being cobbled together over time. The Global Network Delivery Model™ consists of 3 integrated components: Global Workforce o Highly effective and scalable talent management - recruiting, staffing, training and retention Integrated Processes o CMMI Level 5 quality processes o World-class security procedures o Project Management processes and tools (iQMS, etc.) Multi-Tiered Infrastructure o Multi-continent and interconnected global development center network (local, regional, global model) to allow for better risk management and follow-the-sun coverage o State of the art and redundant telecommunications network o Global collaboration tools Solution Accelerators TCS uses its industry experience and technology expertise to effectively develop products, tools, and methodologies that help bring solutions to market quicker and with higher quality. These tools, along with their Global Network Delivery Model™, have helped them drive customer satisfaction ratings of 87% –- much higher than the industry norm -- for on-time project delivery. Over the years, TCS has evolved processes and systems that capture critical client needs, survey the set of existing third party tools and technologies, and then develop solution accelerators that help clients achieve quicker outcomes. TCS has over 50 Centers of Excellence that track domain and technology trends, and address the most critical client needs through specific frameworks or methodologies that accelerate the implementation process for 3rd party products. TCS is a preferred alliance partner of most leading IT product and platform companies, including Oracle, SAP, Microsoft, IBM and HP, among others. With intimate knowledge of their technologies and products, they build complementary solution accelerators that help clients in specific industries such as Textile Manufacturing, or with specific needs (e.g., an ERP platform upgrade) leverage the true potential of these technologies. All TCS projects are delivered through a unified delivery framework, which includes a knowledge management system with learning from past projects, and that also provides incentive to create knowledge assets from new projects that can benefit clients in the future. Here are some examples of how TCS' Solution Accelerators help clients realize tangible benefits: o TCS BaNCS is comprehensive portfolio of solutions for the Financial Services industry that provide enterprises with greater operational control, reliable technology support, continuous process improvements, and enhanced speed-to- market. o TCS SOLAR Framework is a service oriented framework to strategize and deliver Business Intelligence & Performance Management solutions for clients. (Gartner Inc positioned TCS in the Leaders Quadrant for the "Magic Quadrant for Business Intelligence Services, North America, 2007" report.) o TCS Code Generator Framework (TCS MasterCraft) provides an integrated environment along a product or application development life-cycle. By significant re-use of code, it speeds up new application development, legacy system integration, and/or making enhancements. Innovation The TCS Innovations Advantage A pioneer in software R&D, TCS today has an innovation ecosystem that offers research-based solutions in leading-edge technologies to meet customer expectations from IT and to support the Business objectives . Innovation Strategy: Research Segmentation, Customers Expectations & Alignment (Research Themes). Innovation Ecosystem: TCS Innovation Labs, TCS Co-Innovation Network (COIN) ™, Incubation Group. Innovation Events: ―Innovation Days‖ help key customers and TCS researchers to collaborate on research towards specific solutions. ―Innovations Forums‖ held annually in UK and the USA serve as confluences of thought leaders, researchers from academia, start-ups and customers, bringing value through shared experiences and offering a preview of technologies and solutions of the coming decade. Innovation Culture: Awards for young innovators, coding competitions, research workshops and conferences where scientists of international participate create a fertile environment for TCSers, enabling them to think creatively around customer solutions. Intellectual Property: TCS has created a strong IPR base and has stepped up investments in building assets such as patents, copyrights and trademarks. Research Segmentation: Aligned to the varied requirements TCS has a portfolio approach to innovation. It segments research into three categories: 1. Sustaining or Derivative Innovation: Innovations that offer improvements on current offerings in current markets 2. Platform Innovations: Innovations that help customers move to adjacent technologies and create additional capabilities 3. Disruptive Innovations: Innovations that are game changers and bring radical changes to current markets and capabilities. TCS invests in research in adjacent and futuristic technologies and has a metrics driven approach to innovation. Using an Open and Collaborative framework it connects customers to the best of breed entities in the technology landscape and enables you to gain competitive advantage. Outcome based Research Themes: TCS Innovations focus on typical jobs/outcomes customers expect. Samples of TCS R&D offerings that address your expectations from IT: o To Increase Operational Efficiency and Productivity: software tools, performance tools etc. o To Promote Business Agility: SaaS platforms, Agile enterprise architecture, Decision Support Systems etc o To Simplify and Transform: Virtualization, Cloud computing, Managed Evolution of Infrastructure etc o To Manage Enterprise Risk and Compliance: Smart Cards, Copyright protection offerings etc o To Enable Understanding of Markets and Customers: Knowledge Discovery and Advertising platform Solutions To support the customer's business objectives social concerns TCS, o Enrich User Experience with Surface Computing, Unified Communications and Multimedia Gateway solutions o Optimize Enterprise Knowledge with Content Management Systems Offerings o Foster Information Ubiquity with Knowledge Portals and Mobile Based Advisory systems o Enhance Healthcare with Life Sciences, Embedded Systems and NLP offerings o Conserve the Environment with Green IT solutions and consulting. TCS‘ innovation has been widely recognized on the global stage. TCS Mobile Agro Advisory Solution ―mkrishi‖ won the Wall Street Journal Innovation Technology Award for 2008 in the wireless category and the Golden Peacock Innovation Award. US-based publication Infoworld ranked TCS‘ Global Certainty IdeaStorm in its list of Top 100 Innovative IT Projects. Many of the Company‘s researchers and Scientists have won individual laurels and awards. TCS Innovation Labs TCS' flagship research centre, TCS Innovation Labs - TRDDC was established in 1981, when IT had hardly emerged as an industry. Today TCS has a global network of labs that provide an environment for sophisticated IT research in leading edge technologies as well as in various domains. Their labs connect to academic research centers of international repute on collaborative research projects. Internships, learning programmes and workshops with academia also contribute to the vibrant interaction Their labs are customer aligned and metrics driven. A number of innovative solutions emerging from the labs have won national and international awards The TCS Co-Innovation Network TCS‘ Co-Innovation Network (COIN™) is a rich and diverse network that brings value to customers from the entire technology landscape. As opposed to the rigid engagement models of the past, COIN™ uses IP management and partnering strategies to drive innovation in an environment of open communities and solution brokers. Solutions also involve technologies wrapped in process bundles, and new software investments based on subscription rather than ownership COIN™ brings Innovative solutions sourced globally, customized to customer requirements Solutions in emergent and disruptive technologies Risk mitigation in deploying futuristic solutions Simplification in an increasingly complex technical environment In delivering these, a COIN™ engagement enables customers achieve enhanced business benefits COIN™ ALLIANCES COIN™ is led by TCS Innovation Labs and includes academic institutions, start-ups, venture funds, strategic alliance partners, multi-lateral organizations, and key clients. This helps COIN™ to bring forth true synergies and give an ecosystem perspective to innovation Academia TCS connects to academic institutions in different ways Fund research: Much of this research is in basic and applied sciences that will benefit TCS and its customers in the long term Provide opportunities for sabbaticals, encouraging TCSers to work in university departments that are engaged in advanced research in various fields Invite researchers from academia to work as interns or on specific projects in TCS Innovation Labs Sponsor/host various events (conferences / workshops / visits) and promote publications Academic institutions in COIN™ include 1. Stanford University, United States 2. Massachusetts Institute of Technology, United States 3. Georgia Institute of Technology, Atlanta, United States 4. University of Massachusetts, Amherst, United States 5. Indian Institute of Technology - Kanpur, India 6. Indian Institute of Technology - Bombay, India Start-ups A market leader strategises differently from a start-up. However, in today‘s competitive environment, it is important for an established company to know the ideas at work in start-ups – the niche products they make, the new markets they create and their potential for breakthrough or ‗disruptive‘ innovation – and support the promising ones. A large number of start have been put through COIN™‘s stringent de-risking process to work on innovative solutions with TCS and its customers Their startup engagements have been geographically well distributed, with partners in the United States, Europe and Asia. and focus on new and exciting technology areas such as Data Center Optimization Solutions, On Demand Distributed Software Development Solutions, and Compliance Cost Reduction Solutions Some of their start-up alliances are Cassatt: Cassatt is a San Jose-based enterprise software and services company that delivers solutions that help turn an organization's current IT infrastructure into a dynamic, virtual pool of resources available on demand. The TCS-Cassatt alliance brings to the table Utility Computing through automating application Service Levels, a revolutionary new capability that delivers the quantity and quality of application service flow required by the consumer as efficiently and cost- effectively as possible Collabnet: CollabNet is the world's leading provider of solutions for on-demand collaborative development that enable globally distributed teams of software developers to complete software projects on-time, on-target, and on-budget.. TCS and CollabNet have partnered to explore synergies and co-innovate and worked on CollabNet's flagship product, CollabNet Enterprise Edition (CEE) 4.0, designed for distributed application lifecycle management and software development MetricStream: MetricStream is the leading provider of automation and content solutions for Fortune 1000 companies in diverse industries, and enables them to shift from isolated compliance initiatives and departmental silos of risk-related information to integrated enterprise-wide governance, risk management, and compliance strategy. The TCS-MetricStream co-innovation partnership has implemented Governance, Risk, and Compliance (GRC) solutions for global customers operating in a variety of regulatory environments that face unique compliance challenges Venture Capital Funds As financiers of the next generation of technologies, Venture Capitalists provide a key connect to innovation. TCS works with VCs across the globe and with their respective portfolio companies to deliver next gen solutions to its customers. TCS has established alliances with several start-ups working with VCs Some of the VC firms that TCS actively works with are Kleiner Perkins, Sequoia Capital (both in the United States) Index, Amadeus(United Kingdom) Gemini Israel, Pitango Israel (Israel) Helion Ventures, Nexus (India) Strategic Alliances TCS has forged strong partnerships with many of the world's foremost technology and services providers like Intel, SAP, HP, Cisco, Sun and EMC to deliver wide ranging customer solutions. These are not marketing alliances, but true co-innovation partnerships through which they pool expertise and create solutions for the future One of the disruptive areas being explored collaboratively with Intel is balanced computing that enhances manageability, security, end-user experience and TCO for customers WHY TCS Customers can leverage the mature analytical capabilities for optimal pricing, delivered to them through world-class infrastructure. One can get: A mature price management engagement execution methodology A ready pool of resources experienced in the price management domain Anytime – anywhere capability for faster time to value and lower risk through the Global Network Delivery Model Extended benefits of leveraging the TCS Solar framework for enterprise-wide SOA ADVANTAGES OF TCS OVER ITS COMPETITORS Key strengths of TCS as compared with its listed peers Infosys and Wipro are: Strong vertical presence: TCS derived nearly 60 per cent of its revenues in 2003-04 from BFSI (banking, financial services and insurance) and manufacturing. These two sectors — BFSI and manufacturing — together account for 50 per cent of the global IT spend. In telecom also, the company's presence is quite strong. In each of these sectors, TCS is bigger than its largest domestic competitor. In revenue terms, the BFSI practice of TCS is about 35 per cent higher than that of Infosys; in manufacturing and, in the telecom vertical, it is comparable to Wipro. Even in newer verticals — life sciences, for instance — it has ramped up quite sharply. Good spread of service offerings: In service offerings, TCS has its presence across the gamut, ranging from bread-and-butter application development and maintenance to testing, engineering services and infrastructure management. In terms of revenues in 2003-04, the package implementation segment took the lion's share, as it is almost 1.5 times bigger than those of Infosys, Wipro and Satyam. Over the next year or so, it will increasingly compete in large deals with multinational vendors in the area of systems integration, infrastructure management and consulting. Client count and profile: The success of TCS in scaling up its clients is evident from its $20-million and $50-million clients which, at 16 and 4 respectively, number more than its billion-dollar peers. However, Infosys and Wipro have been adding $1-million and $5- million clients faster than TCS over the past year. TCS has had a string of enduring relationships with clients. Names such as GE, P&O Nedlloyd and SegaIntersettle fall in the 10-20 year bracket, while clients such as AIG, HP, Prudential, Standard Chartered and Target fall in the 5-10-year bracket. Fixed-price projects: The contribution of TCS from fixed price projects at 55 per cent is considerably higher than its peers. The higher contribution from fixed price projects represents both an opportunity and risk. A higher proportion of fixed price projects show that TCS has good project management expertise and better systems maturity to undertake these projects. In turn, this can also translate into higher gross margins. On the downside, however, any delay in project execution will have to be borne by vendors.