INSTITUTE OF MANAGEMENT STUDIES

GHAZIABAD
SEPTEMBER 2019

Submitted in fulfilment for the award of degree of

POST GRADUATION DIPLOMA IN MANAGEMENT

SUBMITTED BY:- SUBMITTED TO:-

1) SAGARDAWAR (BM-019223) Dr.Tusshar Mahajan
2) RAKSHA TRIVEDI (BM-019217) Professor
3) ISHITA SHARMA (BM-019222)
4) ADITIYA MISHRA (BM-019220)
5) SURBHI GUPTA (BM-019219)
6) SWAPNIL ANAND (BM-019221)
7) AYUSH SHARMA (BM-019215)
8) ANKIT (BM-019218)
9) MEGHLA (BM-019216)
ACKNOWLEDGEMENT

We would like to extend our sincere gratitude to DR.TusharMahajan for

providing us with the opportunity to explore the intricacies involved in the
making of the project and for his support. It was a wonderful experience for
us to work as a team. We haveput in our best efforts and tried to make the
project as informative and understandable as possible.

TABLE OF CONTENTS

 ABOUT FLEX
 WHAT IS MIS?
 FLEXTRONICS SOFTWARE SYSTEMS
 FLOW OF INFORMATION IN FLEXTRONICS
 ORDERING OF THE PRODUCT
 CUSTOMER INTERACTION SERVICES
 IS USED HRM / IS USED FOR DEALERS
 ERP SOFTWARE
 CRM SOFTWARE
 IMPLEMENTATION OF CRM
 ROLE OF IT/IS MANAGER
 CONCLUSION
 About the company
Flextronics Software Systems Limited is a Public incorporated on 30
December 1991. It is classified as Non-govtcompany and is registered at
Registrar of Companies, Delhi. Its authorized share capital is Rs.
300,000,000 and its paid up capital is Rs. 165,359,008. It is inolved in
Software publishing, consultancy and supply [Software publishing includes
production, supply and documentation of ready-made (non-customized)
software, operating systems software, business & other applications
software, computer games software for all platforms. Consultancy includes
providing the best solution in the form of custom software after analyzing
the user?s needs and problems. Custom software also includes made-to-
order software based on orders from specific users. Also, included are
writing of software of any kind following directives of the users; software
maintenance, web-page design
But since 1995 onwards, Hughes Software System started developing its
own clientele other than Hughes Network system . Its number of clients has
also increased substantially. Its clients include some of the worlds reputed
corporate like Alcatel Bell N V, Lucent, NEC, Telspec, Dialogic and
Tektronix. Has two Software Development Centers in India one at Gurgoan,
New Delhi, and the other one in Bangalore.
With sales and support offices in UK and US it is represented throughout
Europe, South America and Asia to support its global customer base.
Flextronics has its headquarters at United States. It has 7 branches outside
US in Canada, Finland, UK and INDIA. Basically all the customers of
Flextronics are telecom majors in different countries due to which its
software are used mostly in telecom business. It also makes software for its
parent company Flextronics network Systems.
WHAT IS MIS?

Short for management information system or management information

services, and pronounced as separate letters, MIS refers broadly to a
computer-based system that provides managers with the tools for organizing,
evaluating and efficiently running their departments. In order to provide
past, present and prediction information, an MIS can include software that
helps in decision making, data resources such as databases, the hardware
resources of a system, decision support systems, people management and
project management applications, and any computerized processes that
enable the department to run efficiently.
Within companies and large organizations, the department responsible for
computer systems is sometimes called the MIS department.

FLOW OF INFORMATION
IN FLEXTRONICS

 STEP WISE FLOW :-The information flows step wise from each
level to the next level. Every employee reports through network to his
next superior. The information does not jump from top level to the
bottom level or vice-versa. Only in the case of emergencies is the
information directly transferred to the top most level. E.g. Manager
transfers information to senior manager and he in turn to AVP & so
on.

 PROCESSING OF INFORMATION:-The junior manager and field

manager regarding their work area collect the data at the operational
level. This data is processed at levels to make its compact and convert
it into information. This information is then sent to managerial level
that analyzes and takes some meaning out of it. Then with the help of
this analysis the strategic or the top-level makes the long- term
decision.

 FULLY COMPUTERIZED:-The transfer is fully computerized. All

the transfers are done through network. Flextronics has made its office
a paperless one. Availability of information online helps in easy and
cost effectiveness access to all employees. Documents are kept only
for legal purposes and proper backup is taken for all the information.
 ORDERING OF THE PRODUCTS

The company is collecting orders from its customers through phones and e-
mails only. First the client will contact the company through the e-mail or
phone services, if the company feels the customer is trustworthy they will
arrange for a meeting with the customer where they discuss about the
product specification that the client wants. Finally, when an agreement is
reached about the financial viability of the product, the development of the
product starts.

Customer based -the company is developing all its software’s according to

the needs and requirements of its customers. They are following a
completely customized process.

Product testing - One’s the software is developed it is tested. The testing is

done in their test area. Here the software is implemented in the computers
present in the test area under the presence of the software engineers and the
top-level executive of the company. The product is tested with all the types
of input data’s for finding out any error output. One’s the product gives the
most accurate and user friendly out any unparallel advantage by cutting their
own product development time and ensuring superior quality of product by
virtue of the experience-testing group, state-of the –art testing labs, wide
repository of Test Plans and Automated Test Suites made available in HSS.
So the company makes sure that whatever software they develop, the
software is highly reliable and of premium quality.

The company is using information at all the three ways i.e. for automating
for doing things better and faster., organizational learning for doing the
things in a perfect manner and supporting strategy for doing things better.

Employee Award System (IS) -for improving the motivation level of the
employees the company has implemented many award systems. The award
system followed is different for the employees and groups. The company has
set a target for each individual and team differently. Through MIS the
company keeps a track of the performance of each individual and group in
the company. Then based on their performance efficiency and effectiveness
they are given the incentives. Since the company is concentrating on skilled
workers, the working efficiency is being tracked with the help of
Information System.
IS USED FOR HRM

The company is also using its information system for its Human
Resource Management (HRM), which is mainly used for two purposes:-

1) FOR RECRUTING
The company is recruiting personnel aftera very full proof
observation. First of all, it is setting standard for performance, efficiency
and capability needed at each level. Then the resumes send by the
persons through the e-mail systems are observed. Thereafter for
recruiting a person, it measures the person’s capability and work
experience (if any).And finally the resumes are scrutinized and the most
efficient person is being asked to attend the interview.

2) TRAINING EMPLOYEES

There are specialized software’s used by HSS for training their

employees. These software’s are simulation software’s which helps the
employees get a three dimensional view about the product and hence the
personnel employed in doing the project will be able to do the work
without any confusion in their mind.

IS USED FOR DEALERS

DEALERWEB is the dealer integration and automation system. This is a

connectivity framework which results in improved communication and
reduced information time lag.

The core processes supported by this product are:

a) Order Management: The software keeps a track of the order received

and process the orders based on first come first served basis.

b) Order Fulfillment: The software will verify whether the customer has
completely paid for the software developed. If the requirements are
fulfilled the final bill is send.
 c) Customer Service: For solving the complaints registered by the
clients the software records the complaints in its separate database.

d) Customer Performance Tracking:The software also keeps a track

about the customer’s feedback and hence will evaluate the performance
of the software.

ERP SOFTWARE

Currently FSS has implemented an in-build ERP package called the

iEXPENSE, iExpense is a comprehensive automated end to end expense
processing system that leads to greater employee productively while
reducing company’s expenditure. iExpense helps the streamline
administration for every facet of expense processing. It provides more
accurate management information which forms an effective tool for
managing and controlling. Built using powerful distribution and internet
technology, iExpense takes the company a step closer to the new generation
web-based enterprise, the new competitive edge for its business.

The various advantages provided iExpense software are:-

Faster processing and reimbursement:-iExpense eliminates the hassles of

handling piles of paperwork and increasing productivity of administration
and accounting deptt’s. It significantly reduces the expenses reimbursement
cycle and administrative cost involved in reconciliation. iExpense integrates
with the financial system for maximizing efficiency.
It can be integrated with payroll systems also for reimbursement through
payroll.

Process stream lining:-iExpense carries the company’s knowledge and gets

appropriate approvals thereby graunteening process stream lining and
compliance. iExpense works as the administration to root the expense report
to the right approval authorities and uses the company’s business rules the
reliably.
Reminders and escalations provides alerts for process bottlenecks:-
iExpense helps in automatic reminders for the schedule dates for the
meetings arrange for the management with the most prompt way possible
and hence avoid the bottleneck of all the reminding processes.

CRM- SOFTWARE

The five different levels of investment practiced in an organization for

customer-relationship building are:-

Basic marketing

Reactive Marketing

Accountable Marketing

Proactive Marketing

Partnership marketing

High level of customer service has to be provided in order to surpass the

competitors. The Flextronics software system uses the TALISMACRM
service for providing a powerful solution to the problems of customers.
TALISMA E-CRM software supports the web self help. Web self help is a
web based customer service tool that empowers site visitors to answer their
own questions by querying a knowledge base. The benefits of this CRM are
that each customer gets an accurate, timely and a personal response
regardless of their chosen board of interaction.
DATABASE USED

Like all best organizations FSS use the most highly reliable database i.e. the
ORACLE 9i. This is the most reliable with the best security features
available. The database contains all the information about the employees in
different branches, their designation as well as their expertise areas. So the
management can always get the personal information with simple query.
Oracle real application clusters and self-tuning and self- management
capabilities help improve DBA productivity and efficiency.
 IMPLEMENTATION OF CRM

The Company has implemented customer relationship management

(CRM).It has also implemented Talisma software for CRM. In
bound e-mailmanagement-marketing campaigns and robust reporting
has enabled the company to increase productivity, to improve the
employee performance and to decrease the cost. It is making
available its information for all its customer employees, suppliers and
other branches.
FEEDBACK MECHANISM:The Company is collecting feedbacks
from customers, employees, suppliers etc. and helping them for
managing the information system in a very fluent way.
Feedback collection is from the following:
 Customers: The Company collects information from the
customers through e-mail and phone. It is collecting
information from about how much the product or software
developed by them is preferred by the customers. They also
collect information about how efficiently are the current
market needs, demand requirements, what are the offers the
customers are getting from its competitors, information about
its competitor’s products, prices, services, strategies etc.

 Employees: The company is collecting feedback from its

employees working at each level very frequently i.e. on weekly
basis or sometimes at any specific time.Their respective
departmental heads and so on collect all the
information from employees. The information is collected about
how much the employees prefer their working environment. What
new technologies or equipment do they need for improving their
efficiency? What are the problems they are facing in their work
and so on?

Let see how the company provides the feedback to the inquiries:-

 Customers: The Company is providing feedback or

information to all its potential customers on regular basis
through its website. The company is providing information
about the new software’s developed and the supporting utilities
through their question and answer section in their website.
  Employees: Through Management Information System the
company is providing information about the new products,
their working simulation model through the use of the
advanced CAD software for making the employees feel about
the working of their new product developed.
Role of it manager in flextronic
 Running regular checks on network and data security,
 improve and update software and systems
 Manage information technology and computer systems
 Manage IT staff.
 Ensure security of data,network access and backupsystems
 Developing and implementing IT policy
 Designing training programs and workshops for staff
 Conducting regular system audits
 Running and sharing regular operation system reports with senior staff
 Managing and reporting on allocation of IT budget
 Providing direction for IT team members
 Identifying opportunities for team training and skills advancement
 Planning the stages of the project and how each affects the business
 Coordinating the project team
 Making sure there is a smooth change over from the old system to the
new one
 Keeping management and clients updated on progress
 Evaluation of each project stage and once completed

 Manage communications and working relationships between IT and

other departments within the organization as well as multiple outside
IT service providers
 Conclusion
We come across the knowledge of various IS used in company like ERP
and CRM and how the IS can affect your business.

Advantage of ERP

1. ERP automates and digitized the process in flex organization. It

reduces manual intervention and manual dependency. That
ultimately leads to faster work processes.
2. It increases communication among departments. As it is an online
solution, every department is connected on a real-time basis.
Exchange of information becomes quick and easy.
3. ERP helps in cost-cutting. Due to digitization, the cost of mailing,
printing can be minimized to zero.
4. With the proper use of software in every process, ERP also helps in
increasing ROI in the long run.
5. ERP centralizes whole organization in one platform. You can access
any information any time you want . That aids in decision making.

The disadvantage of erp are as follows:

1. It is expensive. The more the features the more the prices.

Investment in ERP needs a proper budget. To reach breakeven
you’ll have to make sure that you are using it to its full potential.
2. Dependency on technology can be overwhelming. No doubt ERP
makes sure the safety of your data. But, with the continuous
evolution of genius hackers, your data is prone to theft.
3. It takes time to grasp the complete understanding of the software. If
your company is a large size organization then you’ll have to
depend on IT guys to take care of any technical issues.
4. Technology gets obsolete every day. If you don’t update your ERP
software with the current trend you might fall behind your peers.

The advantage of CRM

1. To grow business in a smart and different way
2. To enrich the qualitative aspect of business by enhancing the relation
between the business body and its clients