RESEARCH ON WORK EXPEREINCES IN WIPRO BPO

By, T.Reshma MBA Amity B-School

History

Wipro began in 1947, as a vegetable oil company from an old mill founded by Azim Premji's father. When he died in 1966, Azim, a graduate in Electrical Engineering from Stanford University, took on the leadership of the company at the age 21. He repositioned it and created (Western India Vegetable Products Ltd) Wipro Ltd in 1966 into a consumer goods (FMCG) company that was then a $2 million hydrogenated cooking oils/fat company, laundry soap, wax and tin containers and later set up Wipro Fluid Power to manufacture hydraulic and pneumatic cylinders in 1975. Even as Wipro made money, Premji continued to look for new opportunities. In 1977, India's socialist government asked IBM to leave the country. Premji decided to get into computer hardware. In 1979, he began developing his own computer and in 1981, started selling the finished machine -- the first in a string of products that would make Wipro, India's top-selling computer maker for two decades. The company licensed technology from Sentinel Computers in the United States and began building India's first mini-computers. Premji hired managers who were computer illiterate, and strong on business experience. They learnt quickly about technology and made hardware an extremely profitable venture. It was only a matter of time before Wipro engineers started developing software packages that were not available offthe-shelf at that time, for hardware customers. This diversified into the IT business in 1980 and subsequently invented the first Indian 8086 chip. In 1992 a lighting business was established and by 2000 listed Wipro Ltd ADRs on New York Stock Exchange.

Present
Today it has emerged as a multi business and multi location corporate entity. Its businesses range from Consumer Products, Infrastructure Engineering to specialized IT Products & Services. Recently, Wipro had focused on building its enterprise applications business. Wipro realised that global giants who had installed expensive packages like Oracle and SAP wanted to get

more out of their investments. American consultancy firms typically charged $125-130 per hour for this while Indian companies did it for $75-80 per hour. It is the global IT services arm of Wipro Limited (in operation since 1945, incorporated 1946). It is headquartered in Bangalore and is the third largest IT services company in India. It has 97,250 employees as of November 4, 2008, including its business process outsourcing (BPO) arm which it acquired in 2002. Due to the company being one of the top three recruiters in India, the present applicant pool for Wipro is over 300,000 applicants. Wipro is a preferred employer for the top talent class in India and recruits from over 160 leading engineering and management colleges. Wipro Technologies has over 300 customers across U.S., Europe and Japan including 50 of the Fortune 500 companies. Wipro Technologies has alliances with over 100 firms across the World to provide customers with the highest quality of service. The following companies are examples of successful customers of Wipro: Nokia Cisco Systems Toshiba TEC Symantec Compaq Pacificorp Emerson Appliance Exel Sanyo Electric Intel Goldman Sachs Fidelity 24/7 With revenue in the excess of US $5 billion, Wipro is one of India's major IT companies. Wipro Technologies has been assessed at Level 5 of People Capability Maturity Model (PCMM) under the Software Engineering Institute Carnegie Mellon University certification process and it's the first company in the world to win this certification. Wipro is the first SEI CMM Level 5 certified IT Services Company operating in the global market. The Wipro

Employee Stock Option Plan (WESOP) allows employees to share in the companies success. It has dedicated development centers and offices across India, (Headquartered at Bangalore, the company has operations in Mumbai, Pune, Chennai, Hyderabad, and Gurgaon.) Europe, (Romania), Egypt, North America, Latin America and Asia Pacific. The current Chairman, Managing Director and majority stake owner is Azim Premji, who has headed the software and hardware divisions since Wipro's inception. Located in over 35 countries with 10 nearshore development centers, Wipro Inc. has been declared the 4th largest in the world in terms of market capitalization in IT services having a CAGR of 42% in the last 5 years. Examples of Wipro's product design work include developing an Internet-browsing phone for a Japanese telecom company in 1998, helping chipmaker Texas Instruments produce digital signal processing software, and creating an automotive display unit for Italian manufacturer Magneti Marelli that combined functions including cell phone capability, global position system technology, a navigation system and a CD player. Wipro maintains four values which "form the bedrock of their vision." These values are Human Values, Integrity, Innovative Solutions and Value for Money. Wipro believes these values guide their thinking, behaviour, and culture. One of Wipro’s newest initiatives is helping companies reduce cost by ‘going green’ with their new Green IT program. Some of the services offered include: reducing overall cost through energy savings, reducing fuel costs by using virtual workspaces, reducing carbon footprints by using their Carbon Footprint Accounting tool, and saving trees through office solutions.

Wipro Spectramind gets a new name; it’s Wipro BPO now
Wipro has decided to rename Wipro Spectramind as Wipro BPO with its business accounting for 10% of Wipro Technologies’ revenues and having earned a firm footing in the sector. Company sources said that over the past three years since the Spectramind acquisition in 2002, Wipro has been able to develop a successful third-party offshore BPO business with a wide range of offerings, so it is time to develop a Wipro brand for the business. Wipro Spectramind is likely to change its second half in April-May. According to a company spokesperson, the normal process of name change has been initiated. The company has already sent a circular to its employees. “We think enough identity has been given to the fact that Wipro has a BPO business, there is no need to carry Spectramind name,” said the spokesperson. Wipro acquired Spectramind in 2002 paying Rs 4.2 billion. At that time, Spectramind’s annual business was $11 million with 2,500 employees. In 2003-04, Wipro Spectramind’s revenue was $95 million with 13,300 people working in six centres. According to Wipro, today Spectramind eSevices is the largest third party BPO service provider in the country with 31 clients till the second quarter of 2004-05. The acquisition was a success for Wipro in terms of integration of the two companies and the long-term goal of offering various nonvoice services to its clients along with software solutions.

BPO Industry in India
Business process outsourcing (BPO) is a broad term referring to outsourcing in all fields. A BPO differentiates itself by either putting in new technology or applying existing technology in a new way to improve a process. Business Process Outsourcing (BPO) is the delegation of one or more IT-intensive business processes to an external provider that in turn owns, administers and manages the selected process based on defined and measurable performance criteria. Business Process Outsourcing (BPO) is one of the fastest growing segments of the Information Technology Enabled Services (ITES) industry. Few of the motivation factors as to why BPO is gaining ground are:
• • • • •

Factor Cost Advantage Economy of Scale Business Risk Mitigation Superior Competency Utilization Improvement

Generally outsourcing can be defined as - An organization entering into a contract with another organization to operate and manage one or more of its business processes.

Different Types of Services Offered By BPO's
Customer Support Services 2. Technical Support Services 3. Telemarketing Services 4. Employee IT Help-desk Services . 5. Insurance Processing 6. Data Entry Services / Data Processing Services 7. Data Conversion Services 8. Scanning, OCR with Editing & Indexing Services
1.

Book Keeping and Accounting Services 10.Form Processing Services
9.

Hypothesis
• Many Competetors of Wipro BPO always tries to take the place of its rank and also its place. • No effective advertisement of BPOs which leads a misconception in our mind about the night shifts and environment. • People still consider BPO to be "low brow", thus making it difficult to attract the best talent.

• There are hardly any benchmarks for compensation and benefits, performance or HR policies. Everyone is charting their own course. • Customer-companies tend to demand better results from outsourcing partners than what they could actually expect from their own departments. "When the job is being done 10,000 miles away, demands on parameters such as quality, turn around timeliness, information security, business continuity and disaster recovery, etc, are far higher than at home. So, how to be more efficient than the original? • As there is no growth opputunity or no quick promotions people get a negative opinion on BPO.

Objectives
• Work Culture

• Shifts • SWOT Analysis • Effects of BPOs • Why people don’t prefer? • Global Recession Effects • Work Experience

Methodolgy

Location of the Study-Wipro BPO,Hyderabad Sample Size-10 Method of Data Collection- Direct Interview Open Ended Questions Close Ended Questions Mail Questionnaire

Interview Schedule Or Questionnaire
Name of the Employee Serial No.

Employee Code No. Designation

1. Do you think Outsourcing is good?

Yes-_____

No-_______

2. What are the frequent challenges you normally face in your work? 3. What amenities you suggest for your organization to have an interesting or good environment in the office? 4. Can any person having bad Academic record but having very good fluent English join in Wipro BPO, If yes how? 5. Do you think Training and Development still should be improved? Yes-_____ No-_______

6. ICICI is providing numerous facilities to the customers.in your opinion how far it attracts consumer towards ICICI PLC. 1.very much 2.much 3.little 4.not at all

7. Wipro BPO is Competing with_________________________ 8. What are the effects you experienced because of Global Recession?

9. What are the health problems you got because of their night shifts? 1.Sleep disorders 2.Eye sight problems 3.Heart diseases 4.All of them 5.None of the above

10.Wipro Bpo is providing numerous facilities to the customers, in your opinion how far it attracts to have a good Recruitment pool 1.very much 2.much 3.little 4.not at all 11. How do you handle, if the caller starts abusing you? 12. If you have to motivate a person to join wipro BPO,how will you Rank the options given below to encourage :

1.Good Salary 2.Scope to learn American accent 3. Flexibility of time 4.Attractive life style

5.Transport facility

13.Why don’t people prefer Wipro BPO’s jobs though it has a very good scope in the market? 14. What do you feel about the comfort in Wipro BPO? 1.More space 2.Good amenities like Gym,multi cuisine food,etc.. 3.Better attention 4.Sitting arrangement 5.Freindly environment 15. What is your experience in Wipro BPO? 1.Excellent 2.Very Good 3.Good 4.Fair 5.Poor .

Sign up to vote on this title
UsefulNot useful

Master Your Semester with Scribd & The New York Times

Special offer: Get 4 months of Scribd and The New York Times for just $1.87 per week!

Master Your Semester with a Special Offer from Scribd & The New York Times