Software technology and

service in India
李芳瑩 B94705056
蔡侑勳 B94705010
陳志銘 B94705021
 About India
 Official name: Republic of Indi
a
 Population: 1.09billion (2004)
 Capital: New Delhi
 Official Language: Hindi and E
nglish
 Currency: Rupee (Rs) (Rs45.6
3 per US$)
 GDP per capita: US$539 (200
3)
 Bangalore City
Since local entrepreneurs and the technolo
gy giant Texas Instruments discovered its p
otential as a high-tech city in the early 1980
s, Bangalore has seen a major technology b
oom. It is now home to more than 250 high-t
ech companies. Including homegrown giant
s like Wipro and Infosys. Consequently, no
w Bangalore is called the 'Silicon Valley' of
India.
 Bangalore City
Bangalore City houses:
 the international gateway and network o
perations center at the Software Techno
logy Parks of India (STPI)
 Cyber Park - Technology Incubation Ce
ntre (set up in Aug. 2000, to promote th
e growth of the IT sector)
 Software technology park, IT Park Hubli
 The Indian software Industry now
As of 2004:
 India’s software exporting industry employs 345,0
00 persons
 Earned revenue of $12.2billion (equal to 3.3%of gl
obal software services spending)
 annual growth rate of India’s software exports has
been consistently over 50 percent since 1991
 India exports software and services to nearly 95 c
ountries around the world
 TCS, Infosys, Wipro, Satyam, HCL, PCS and i-Fle
x
 History
 Begun in 1974
 Originated under untypical conditions:
(1) Local markets were absent
(2) government policy towards private enterprise wa
s hostile (disfavored large domestic firms and disc
ouraged transnational corprorations (TNCs) and s
mall firms but was least hostile to large, domestic f
irms = protectionist policy)
 Foreign Exchange Regulation Act of 1973 -> a for
eign firm could operate in India only with a minorit
y interest (closed the door to product software dev
elopment in India by TNCs)
 History
 Government policy changed to a supportive stan
ce with the election of Rajiv Gandhi (1984 – new
Prime Minister)
 New Computer Policy (NCP-1984) => reduced i
mport tariffs on hardware and software and gave
permission for foregin firms to set up wholly-own
ed, export-dedicated units
 1985 – all export revenue was exempted from in
come tax
 More policy reforms followed in the 1990s and in
2000 (reduced import tariffs, standardized foreig
n ownership, etc)
 History
 The state’s policies prevented the private
development of software in India
 ∴domestic entrepreneurship drove the industry’s
origination, survival and innovation
 Managed services, time-sharing, integration and
maintenance were the earliest software services
to be outsourced (all required proximity to the
client)
 Later work, such as product development and
custom software were able to be done remotely
Growth of Indian software industry
Growth of Indian software industry

14000
12000
Total Exports ($m)
10000
8000 No. of firms
6000
4000 Average Revenue
2000 per firm ($1000)

0
1980
1 1984
2 1990
3 2000
4 2004
5
Major Companies
 TATA (TCS)
 The Tata Group (Tata Consulting Services
- TCS) is one of India's oldest, largest and
most respected business conglomerates
 businesses are spread over seven busines
s sectors (information systems and comm
unications; engineering; materials; service
s; energy; consumer products; and chemic
als)
 TCS is the largest export company of soft
ware services and technology in India
 NASSCOM
 National Association of Software and Service
Companies (NASSCOM)
 not-for-profit organization (funded entirely by its own
members)
 global trade body with around 900 members, of
which nearly 150 are global companies from the US,
UK, EU, Japan and China. NASSCOM member
companies are in the business of software
development, software services, and IT-
enabled/BPO services
 Its vision is to establish India as the 21st century
software powerhouse and position the country as the
global sourcing hub for software and services
 STPI
 Software Technology Parks of India (STPI)
 Established in 1991 by the Technology and Comm
unications sector of the Indian government
 STPI's role began in the government's shadow an
d it was more of an entrepreneurial role of working
directly with software companies and working like
a corporate. However, this did not mean that STPI
functioned like a typical government department. T
he role of STPI was more of a service provider tha
t could be leveraged by software companies.
 Infosys - 簡介

Infosys Technologies Limited

(NASDAQ: INFY) is a global infor
mation technology (IT) services, so
lutions and consulting major starte
d in Pune in 1981 and later shifted
to Bangalore, Karnataka.
 Infosys - 創辦人
 Infosys was founded in 1981 by
N.R.Narayana Murthy
Nandan Nilekani
N.S. Raghavan
S. Gopalakrishnan
S.D. Shibulal and K. Dinesh.
Nandan Nilekani is the Managing
Director, President and CEO. Narayana
Murthy is the Chief Mentor.
 Infosys - 發展經過
 1981- Establishment in India.
 1987- First international office in US.
 1993- Successfully completed IPO in India.
 1995- Set up development centers across

cities in India.
 1996 and 1997 Strategic initiatives - e-business

practice (Infosys Internet Consulting Practice).

 1998 Strategic initiatives - Enterprise solutions
practice (packaged applications).
 1999 Strategic initiatives - Infosys Business
Consulting Services. Listed on NASDAQ -
(first India-registered company to list).
Two development centers in US.
$100 Million in annual revenue.
 2000 Strategic initiatives - Combined the
dedicated e-business practice with rest of
the organization.
$200 Million in annual revenue.
 2001-New development center in Japan.
Touched $400 Million in annual revenue.
 2004-Crossed US $1 Billion in annual revenue.
 Infosys – 近況
 Currently,Infosys employs approximately
46,000 software professionals in about 30
offices worldwide as of 2005, working on v
aried areas mainly in consulting, software
and product development. The main office
and development center is located at Elect
ronics City, Bangalore which is one of the l
argest IT campuses in the world.
 Infosys–
Infosys Service
 Application Development and
Maintenance
 Corporate Performance Management
 Independent Testing and Validation
 Infrastructure Management
 Packaged Application services
 Systems Integration
 Infrastructure Management
 Infrastructure is the foundation on which a
strong IT function is built. IT infrastructure
outsourcing and management demand not
only the right infrastructure in place, but
also its proper management for your
company’s smooth operation.
 Infrastructure Management
 Our Infrastructure Management services include:
 Infrastructure Management Consulting
 Planning and setting up IT infrastructure
 Network Support
 Processes Management
 Management of Servers, Databases, Applications
and Networks
 Operations Support
 Infrastructure Auditing
 Mission critical security
 Infosys Industry
 Aerospace and Defese  High Technology
 Automotive  Insurance
 Communication services  Life Sciences
 Discrect Manufacturing  Media and Entertainment
 Energy  Resources
 Healthcare  Banking and Capital
Markets
 Wipro
Wipro Infotech
IT Services, Solutions & Products
division of the Rs. 81.7 billion Wipr
o Limited.
Ps: The Rupee (₨ or Rs.) is the c
ommon name for the currencies us
ed in India.1₨=0.0219$, 1₨=0.7357NT$
1
 Wipro- 簡介
With over two decades of experien
ce, Wipro has stamped its presenc
e on the Indian market and leads th
e Indian IT industry.
Headquartered at Bangalore, our b
usiness spans India, Asia Pacific a
nd the Middle East.
Ps: Bangalore
 Wipro- 前身
Wipro was set up in the small town
of Amalner in Maharashtra in 1945.
Primarily an oil factory, The compa
ny was called Western India Produ
cts Limited, with a modest presenc
e in Maharashtra and Madhya Prad
esh.
 Wipro- 誕生
Azim Premji himself in 1979 select
ed the name "Wipro" largely an ac
ronym of Western India Products.
The name Wipro was unique and
gave the feel of an "International"
company.
Ps: Azim Premji, Chairman of Wipro
.
 Wipro- 轉型
Itwas in the early eighties that Wipro
made its foray into the Infotech arena.
An energetic, committed team of profe
ssional R & D and marketing manager
s came together in Bangalore in 1980.
In a small lab at the Indian Institute of
Science (IISc), the team developed th
e first Indian 8086 chip. Ps: R&D = Research and D
evelopment
What does Wipro do?
Hardware Design 
ASIC Design
Board Design
FPGA Based Design
SoC Design
System Design
VLSI Turnkey
What does Wipro do?
System Software Development
Operating Systems
Device Driver Development

Ps: For more information, click here

 Operating Systems
 Wipro has over a decade of expertise in d
eveloping solutions and services around v
arious operating systems such as:
Unix Windows
Mac RTOS
Proprietary OS of our customers

Wipro has a strong focus on Linux

Wipro has tied up with global Linux le
ader Red Hat to offer Linux services i
n the market.
Ps: For more information, click here.
What does Wipro offer
?
Our portfolio of services includes:
Technology Integration Services
Personal Computing Services
Managed IT Services
Enterprise Services
 Enterprise Services
We offer a bouquet
of Enterprise
Services for a suite
of servers, storage
devices, operating
systems,
middleware
applications and
security software.
 Wipro- 年表
 1947:An oil mill and hydrogenated cooking medium
plant set up.
 1975:Wipro Fluid Power set up to manufacture
hydraulic and pneumatic cylinders.
 1980:Information technology services for domestic
market started.
 1983:Software products subsidiary -Wipro Systems
Ltd. - established.
 1985:Toilet soaps manufacture begins.
 1989:Joint venture with GE of US for medical systems,
Wipro GE Medical Systems Ltd.
 1990:Product software business discontinued;
software services begin.
 Wipro- 年表
 1992:Lighting business established.
 1994:Merger of subsidiaries Wipro Technologies Ltd.
and Wipro Systems Ltd. with Wipro Ltd.
 1998:Relaunch of Wipro identity with Rainbow Flower
and positioning statement, "Applying Thought".
 1999:Software business reaches SEI certification.
 1999:Wipro Net set up by restructuring Wipro Ltd.'s
communication services business to address the
Internet market.
 2000:Listing of Wipro Ltd.'s ADRs on
New York Stock Exchange.
Ps: SEI = Software Engineering Institute
亞太客服市場的委外客服趨勢
許多知名的跨國企業在 2001~2003 年紛紛
將旗下的客服中心、技術支援、 IT/MIS 、
財會、人事…等部門改以外包方式營運，
甚至移至工資較低的亞洲，採境外 (Offshor
e) 方式經營。 以客服市場估計，委外約佔
亞太客服市場產值的 10% ， 歐美許多知名
企業也紛紛到印度、菲律賓等地專設企業
的境外客服中心。
過去五年來，亞太各國的客服市場堪稱一路
長紅， 今年隨著全球景氣復甦，跟隨各產業
的榮景，客服產業也相當看好。 從 2003 年
開始，在成本節省以及 IP 化的技術演進潮流
下，委外客服大舉往亞洲外移，雖然整體亞
洲客服市場已發展完整，急遽成長趨勢不再
，但市場總產值估計仍超過 10 億美元。

預估 2002~2006 五年內亞太委外中心的年複
成長率在 38% ，其中在印度與中國大陸的成
長還高於 40% 。
 .
各國目前在爭取企業的境外客服中心呈現資源
排擠的狀態，優劣勢也略有不同。 宏觀來看，人
力成本、語言能力、產業相關技術能力以及當地
政府的政策支持等因素為主要考量的 因素。
印度能夠脫穎而出、大幅領先群雄，除了語言、
廉價工資外，其廣大優秀 IT 人力市場與深厚工
程軟體實力，是最大的競爭利器。
台灣委外客服中心的下一步
臺灣目前也有許多專營委外客服的業者，
目前以接國內企業的專案為主。在境外客
服的議題上，或許我們沒有其他各國的成
本及英文語言上的優勢，但在經營團隊、
營運規劃與話術技巧上，我們仍是相當受
國際所肯定的，尤其是大陸的客服市場，
臺灣經驗更受大陸業者的重視，部分業者
已經開始佈局並與大陸業者合作。思索未
來與大陸的競合，以及發揮我們價值與競
爭優勢，將是所有業者需面臨的考驗。
 Why India?
 According to a study conducted by Forrester in November,
2001, India's edge over other competing nations in the IT
outsourcing business is based on the country's
(1) decade old experience in this area
(2) fluency in the English language
(3) supportive Government policy infrastructure, and
(4) high quality offerings
 Today, multinational corporations are rushing into India to
stake a claim to the IT outsourcing market.
 Many are outsourcing their software development to
Indian companies, others are establishing a presence in
India and participating actively in the software export
game
 Future Prospects
According to researches:
 India is still head and shoulders above the competition in
global sourcing, with $17.2 billion of software exports for t
he year ended March 2005
 India has more resources, infrastructure, and offshore foc
us than their emerging counterparts (Gartner). Such reso
urces signify the level and availability of skilled IT talent,
workforce, investment funds, and revenue.
 Facing increasing competition from emerging low-cost de
stinations in the Far East and Eastern Europe, suppliers
have begun to look for an advantage beyond cost compet
itiveness (neoIT)
 In terms of the size and number of IT professionals, curre
ntly only China comes close to India in potential (Gartner)
 Bibliography
 http://www.baud.com.tw/knowledge/knowl
edge_crm_08.htm
 http://taipei.tzuchi.org.tw/rhythms/magazin
e/content/75/indea.htm
 http://en.wikipedia.org/wiki/Infosys
 http://www.infosys.com
 http://www.dataminin4g.org.tw/information/
infocontent1.asp?no=202
 Bibliography 2
 http://biz.yahoo.com/bw/051018/186440.html?.v
=1
 http://www.wipro.in/
 http://www.nasscom.org/
 http://www.bangaloreit.in/index.asp
 http://www.nasscom.org/artdisplay.asp?Art_id=4
616
 www.stpi.soft.net/
 http://www.indianembassy.org/indiainfo/india_it.h
tm
 Bibliography 3
 http://www.wipro.in
 http://www.carrental-india.com/gifs/map-bangalore-hassan-mysore.j
pg
 http://www.cec.globalsources.com/
 http://www.azimpremjifoundation.org/
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 http://www.wiprocorporate.com/index.asp.htm
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pdf
 http://www.wipro.com/prodesign/complateform_popup.htm
 http://www.wipro.in/cmsincludes/includes/res_events/Wipro-Linux.ht
m
 http://www.wipro.com/aboutus/images/Azim_Premji.jpg
 http://www.wipro.in/itservices/professionalservices/enterpriseservice
s/es_flowchart.jpg