MANGALMAY INSTITE OF MANAGEMENT & TECHNOLOGY

GREATER NOIDA (UP)

A
SUMMER TRAINING PROJECT REPORT
On

Analysis Of The Services Offered By

Wipro Ltd.

For The Partial Fulfillment Of The

Requirement For The Award Of The Degree Of

BACHELOR OF BUSINESS ADMINISTRATION

SUBMITTEDTO: SUBMITTED BY:
Ms. Manisha Sharma Chaitanya Arya
Roll No-190992105083

CHAUDHARY CHARAN SINGH UNIVERSITY

MERRUT
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 Mangalmay Institute of Management & Technology
AN INSTITUTION OF MANGALMAY FOUNDATION TRUST
Campus: 8 & 9, Knowledge Park – II, Greater Noida (U.P.) Ph: 0120-2320400, 2320401, 2320680
Institution Office : C – 116, Sector – 39, Noida – 201301 (U.P) Ph: 0120-2500381, 2572237, 2570428
E-mail: info@mangalmay.org, Visit us at: www.mangalmay.org

CERTIFICATE

This is to certify that Mr. Chaitanya Arya, University Roll No.

R190992105083 is a regular student of BBA 3rdYear, full time degree course at

out institute. His Project Report work titled, Analysis of The Services Offered By

Wipro Ltd. submitted as part of the curriculum for the award of the degree of

Bachelor of Business Administration from C.C.S. University, Meerut , is an

original work done by him/her. This work has not been submitted earlier in any

form partially or fully to this or any other Institute/University for any degree or

diploma.

SUPERVISOR HEAD OF THE DEPARTMENT DIRECTOR

Ms. Manisha Sharma

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 Date-__/__/____

INTERNAL GUIDE CERTIFICATE

This is to Certify that this Project Work Report Titled “Analysis Of The Services
Offered By Wipro Ltd.” Is the bonafide work of Chaitanya Arya M19127417, who
has carried out his their project under my supervision. I also certify further, that to
the best of my knowledge the work reported herein does not form part of any other
project report or dissertation on the basis of which a degree or award was conferred
on an earlier occasion on this or any other candidate.

Rating of Project Report [A/B/C/D/E]:

(A=Excellent; B=Good; C=Average; D=Poor;
E=Worst) (By Faculty Guide)

Signature of the Faculty Guide/s Signature of Director with

Stamp of Institutes

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 Date of Issue: 20 July 2022

PROJECT COMPLETION CERTIFICATE

This is to certify that CHAITANYA ARYA bearing Trainee Id 767425 student of

“MANGALMAY INSTITUTE OF MANAGEMENT AND TECHNOLOGY” has
completed the project entitled PROJECT ON THE ANALYSIS OF THE
SERVICES OFFERED BY OUR COMPANY IN THE GLOBAL MARKET at
NOIDA under the guidance of Mr. Rajat Sharma from 16 April 2021 to 15 July 2022 for
academic requirements of his graduation. We have observed that your work was satisfactory
and we appreciate your sincere learning. You have completed the project with energy and
enthusiasm.

We wish you all the best for all your future endeavors. This letter is issued based on your
request.

Yours sincerely,
For Wipro Limited

Rajeev Kumar
Global Head - Campus Hiring
Ref No: 767425
Confidential
Registered. Office: Wipro Limited, Tech Boulevard, Lower Ground to 5th Floor, Tower A, Plot No.6 Noida-Greater Noida
Expressway Sector 127 Noida, Uttar Pradesh 201301 , India. Tel: 91-80-2844 0011, Fax: 91-80-2844 0054 Website: www.wipro.com,
Email: info@wipro.com, CIN No. L32102KA1945PLC020800

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 Student(s)’s Declaration

I hereby declare that the Project Work Titled “ANALYSIS OF THE SERVICES
OFFERED BY WIPRO LTD. This project is a result of my own work and my
indebtedness to other work publications, references, if any, has been duly
acknowledged. If I am found guilty of copying from any other report or
published information and showing as my original work, or extending plagiarism
limit, I understand that I shall be liable and punishable by the university, which
may include ‘Fail’ in examination or any other punishment that university may
decide.

Roll No. Name Signature

190992105083 CHAITANYA ARYA

Place: Greater Noida Date: __/__/____

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 PREFACE

Bachelor of Business Administration is one of the most reputed professional

course in the field of Management. This Course include both Theory and
Application as part of the Three Year Curriculum.

Apart from Management Education, the student of Bachelor of Business

Administration (BBA) program are required to go under a practical training in
the organization of repute.
This study is an exercise of exposing students to the market where they can
experience to observe the principle and concepts of marketing applicable in the
real market situation.

During the Academic Year the students are require to undergo Summer Training
for 6 to 8 weeks. In this regard, I have under gone my Summer Training at Wipro
Ltd. There I was given this project on “Service Offered by WIPRO LTD.”

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 ACKNOWLEDGEMENT

Taking the privilege to express my inner gratitude to Mr. Rajat Sharma Campus
Head of Wipro Ltd. Noida for providing us an opportunity to work under their
supervision in their professional managed organization.

It is their valuable efforts, inspiration and suggestions, which has helped me to

acquire a great deal of confidence and enrich to my attitude toward Ms. Manisha
Sharma, Project Co-ordinator , MIMT Gr. Noida provided me to time some
useful tips and valuable suggestions to complete this project report , boosted my
morals and make it more substantial.

Last but least, my heart also feels to thank and offer a grateful appreciation to
every on whom I could not mention here but have directly or indirectly supported
and helped me to face this challenging and complete this project right time .

CHAITANYA ARYA
ROLL NO- 190992105083

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 TABLE OF CONTENT

S.NO PARTICULARS PAGE NO.

1 Executive Summary 10

2 Chapter-1 Introduction 11-12

2.1 Overview of Wipro Ltd 11
2.3 Research Objective 12

3 Chapter-2 Company Profile 13-24

3.1 History of Wipro Ltd 13-14
3.2 Executive Profile 14-16
3.3 Infrastructure 16-21
3.4 Vision Statement 21-22
3.5 Quality At Wipro 22-24

4 Chapter-3 Research Methodology 25-29

4.1 Meaning 26
4.2 Objective 27
4.3 Significance 28
4.4 Research Methodology 28
4.5 Data Collection Resources 29
4.6 Limitations 29-30

5 Chapter-4 Services Offered By Company 30-78

5.1 IT Services 31-55
5.2 Project Designs Services 55-65
5.3 Business Process Organizations 66-78

6 Chapter-5 Company Analysis 79-89

6.1 Wipro Roles 79-81
6.2 Wipro Initiatives 82
6.3 Wipro Ratings 83
6.4 Dividend Track Records 84
6.5 Wipro Values 84-85
6.6 SWOT Analysis of Wipro 86-89
Chapter-6 Conclusion, Suggestions
7 &Questionnaires 90-96
7.1 Conclusions For The Services 91-93
7.2 Suggestions For The Organization 93-94
7.3 Questionnaire 95-96

8 BIBLIOGRAPHY 97

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 Executive Summary

Wip r o i s h eadqatered i n B an g a l o r e an d h as 2 8 development centres acro

ss India , e u r o p e an d US A and a l s o h as 2 1 o f f i ces i n US A , C an
ad a , Fi nl and, Taiwan , France an d United Ki n g do m. Wip r o h as s e t a
vision f o r itself to b eco me a U S $ 5 b n company in t he n ex t coupl e of
years . I t aims t o b e top 10 IT companies in t h e world t op I T
company in India , amo n g t o p 10 most favored employers in t h e world tob
e among t h e t o p 5 brands in India .

Wip r o i s a g l o b a l co mp an y w i t h r ev en u es o f Rs 3 0 9 2 2 mn f o r t h
e y ear 2 0 0 1 . Th e r ev en u es f o r t h e co mp an y h av e b een g r ow i n g a
t an an n u a l av e r ag e r a t e o f 2 3 % an d PA T a t an an n u a l av e r ag e r
a t e o f 5 0 % . I t emp l o y s t o t a l o f 1 4 0 0 0 emp l o y ees o u t o f wh i ch
1 1 5 0 0 emp l o y ees a r e i n I T b u s i n es s . Wip r o f o l l o w s S i x S i g ma
q u a l i t y s ys t ems an d i s a l s o a S EI - C M M l ev e l 5 co mp an y w i t h
p r i n c i p a l l i n es o f b u s i n es s es b e i n g i n f o r matio n t ech n o l o g y (
I T) an d co n s u mer p r o d u c t s . I t a l s o h as o t h e r b u s i n es s es o f f l u
i d p o w e r , l i g h t i n g , med i cal eq u i p men t p r o d u c t s an d f i n an c i a
l s e r v i ces .

I T, w h i ch i n c l u d es s o f tw a r e s e r v i ces as w e l l as h a r d w a r e p r o d
u c t s , mak es u p t h e l a r g es t ch u n k o f b u s i n es s f o r Wip r o . I t
acco u n t s f o r 8 4 % o f t o t a l r ev en u es of Wip r o ltd. the Gl
obal IT s e r v i ces co n t r i b u t es 5 7 % o f t o t a l r ev en u es wh e r
eas I n d i an IT s e r v i ces co n t r i b u t e 2 7 % o f t o t a l r ev en u es .
Th e I T b u s i n es s mak es u p 8 4 % o f t h e r ev en u es o f Wip r o Limited
an d a r o u n d 9 3 % o f i t s PB I D T.

Wip r o h as a v e r y g o o d c l i en t b as e w i t h o v e r 5 0 Fo r t u n e 5 0
0 co mp an i es an d o v e r 1 0 0 l ead i n g I n d i an co r p o r a t es . I n s o f tw a r e
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 Wip r o

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 h as emer g ed as t h e s eco n d l a r g es t p l ay e r an d i s g r o w i n g s t r o n
g l y an d o f t o i l e t r i es h as car v ed o u t a n i ch e i n t h e p r emiu m s
eg men t . Wip r o a l s o h ad an i n t e r es t i n t h e f i n an c i a l s e r v i
ces i n d u s t r y t h r o u g h a s u b s i d i a r y - Wip r o F i n an ce. Th i s h as
p r o v ed t o b e a d r a i n o n t h e co mp an y f o r t h e l as t t h r ee y ear
s an d t h i s y ear t h e co mp an y h as d i v es t ed a s i g n i f i can t p o r t
i o n o f t h i s co mp an y an d i t i s n o l o n g e r a s u b s i d i a r y o f Wip r o
.

Wip r o h as a n u mb e r o f a l l i an ces w i t h g l o b a l l ead e r s l i k e V i

g n e t t e , A TG ( A r t Tech n o l o g y G r o u p ) , Op en M a r k e t , i P l an e t
f o r e - b us i n es s ; w i t h A e t h e r s ys t ems , A g ea co r p o r a t i o n f o r m-
co mmer ce; w i t h N eo n ,
S TC , V i t r i a , M e r cato r , S eag u l l f o r En t e r p r i s e A p p l i catio n I n t
eg r a t i o n ; w i t h SA P f o r ER P ; w i t h S i eb e l , C l a r i f y , P i v o t a l f o r C u
s t o mer
R e l a t i o n s h i p M an ag emen t ; w i t h C o mp u t e r As s o c i a t es , C i s co
, N o r t e l , S u n f o r Tech n o l o g y I n f r as t r u c t u r e S e r v i ces e t c .

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 CHAPTER-1

INTRODUCTION

OVERVIEW
Wipro Technologies is the global technology services division of
Wipro Ltd. ( NYSE: WIT). Wipro offers a full portfolio of
services across industries, delivering measurable business
benefits for their customers with s ix s igma consistency.

WHO IS WIPRO
Ranked as 7 t h best software services company in the world by
Business Week ( Infotech 100 , November 2002 ) , Wipro serves
over 300 global leaders including Boeing, Nationwide,
Ericsson, Toshiba,Cisco,Seagate,Putna, Investments, United
Technologies, Best Buy, Digital, Friends Provident, IBM,
Microsoft, NCR, Thames Water, Transco and Sony.
From the first day in dealing with Wipro, there's been nothing but
quality, character, highest integrity, highest quality work. As a
joint venture, you wouldn't find a better partner. As a supplier,
you wouldn't find a higher quality partner.

Some quick facts about Wipro:

 India's most valuable company ( Business Today, 2001 ) .

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  Listed at NYSE(WIT).Part of the TMT (Technology- Media-
Telecom) Index of the New York Stock Exchange.
 Over 20 years of IT Consulting, Systems Integration and
Engineering Services experience.
 30 offices worldwide, 18,000 IT practitioners and domain
consultants.
 More than 300 customers across USA, Europe and Japan
( 50 of these are Fortune 500 companies) .
 USD 736 Mn revenues ( Year 2001 - 2002 ) , Cumulative
Annual Growth Rate ( CAGR) of 45 % over the last five
years .
 Quality leadership: Most mature Six Sigma program in the
industry. World' s f i rst PCMM, CMMi and CMM level 5
company.

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 CHAPTER-2
COMPANY
PROFIE

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HISTORY

Founded in 1945 , Wipro has diversified into Information

Technology, Consumer Care and Lighting, Engineering and
Healthcare. Wipro’ s diversification into IT happened in 1980
and s ince then there has been no looking back. Wipro had
revenues of USD 736 Mn in March 2002 .

Milestones
1980 : Diversification into Information Technology
1990 : Incorporation of Wipro- GE medical systems
1992 : Going global with global IT services division
Business innovation award for offshore
1993 : development
Wipro gets ISO 9001 quality certification, re-
1995 : certified twice for mature processes
Wipro gets SEI CMM level 3 certification,
1997 : enterprise wide processes defined
Wipro f i rst software services company in the world
1998 : to get SEI CMM level 5
Wipro' s market capitalization i s the highest in
1999 : India
Start of the Six Sigma initiative, defects prevention
2000 : practices initiated at project level
First Indian company to achieve the " TL
9000 2001 : certification" for industry specific
quality
s tandards
2001 : World' s f i rst PCMM Level 5 company
Ranked 87 among 100 best performing technology
2001 : companies globally ( Business Week, June 2001 )
2002 : World’ s f i rst CMMi ver 1 . 1 Level 5 company
Ranked the 7 th software services company in the
2002 : world by Business Week ( Infotech 100 , November
2002 )

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 .

DISASTER RECOVERY PLANNING

An estimated 94 % of companies without a tested crisis plan

go out of business after a severe loss of service.

With increased dependency on IT Infrastructure to run

business effectively and efficiently, organizations need to
know how to protect the business i f the IT Infrastructure
fails. ' Disaster- Recovery Plans' articulate the means to protect
organizations in case of such eventualities.

Wipro offers a comprehensive solution that helps

organizations face any eventuality of this kind and ensures
that organizations recover smoothly from the disaster in the
shortest possible t ime

The offering covers:

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  Study of the existing IT Infrastructure set- up at various
s i tes of the organization and of the existing disaster
recovery practices.

 Identification of threats to the services, arising out of

the faults in IT products and services of the
organization.

 Conducting Risk Analysis and Business Impact Analysis

( BIA) of various threats to the resources/ functions and
categorizing the r i sks based on the impact.

 Designing and recommending solutions to cover the

resources from the threats ( r i sks).

 Implementation of the recommended solutions including

hot s i tes, high availability solutions, networks and
s torage systems

EXECUTIVE PROFILE

AZIM PREMJI

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 AZIM H PREMJI

The Chairman of Wipro Corporation

An alumnus of Stanford University, USA, Mr. Azim H Premji
joined Wipro in 1966 at the age of 21 .

Under his leadership, a Rs. 70 million company in

hydrogenated cooking fats has grown to a $ 500 million
diversified, integrated corporation in services, technology
products and consumer products with leadership positions in
the businesses i t i s in.

A role model for young entrepreneurs across the world, Mr.

Azim Premji has integrated the country' s entrepreneurial
t radition with professional management, based on sound
values and uncompromising integrity.

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 Mr. Azim Premji' s s t rength l ies in bringing together and
building charged teams of high potential, high performing
people. His vision and pragmatism have helped Wipro
Corporation become the 2 nd most competitive and successful
company in India as rated by Business Today, a leading
business magazine in India. Wipro in terms of market
capitalization i s among the top 10 corporations in India.

Mr. Premji very s t rongly believes that the most important

contributors to Wipro' s success have been the articulations
and faithful adherence to core values, a shared vision for the
future, identification and development of Wipro leaders
through clearly defined Wipro leaders' qualities.

A hands- on business leader with s tandards of excellence in

everything that the corporation does, Mr. Premji i s almost
fanatical about delivering value to customers and his
willingness to sacrifice business and profits to hold on to
" Our Promise".

Mr. Premji was the prime mover behind Wipro' s decision to

achieve " Six Sigma" s tatus. In his address to the top
management of Wipro Corporation on May 2 , 1997 , he
said, " The end objective of our ' customer- in' concept i s that
we want to build the voice of the customer in our products and
services. This i s opposite to the concept of ' product- out',
which i s the way the world has been operating for some t
ime." In this journey of achieving the near defect- free products
and services, Mr. Premji i s very clear that as a world class
organization, what Wipro needs to be concerned about i s the
process, not merely the results.

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 VIVEK PAUL

Vivek Paul i s Vice Chairman of Wipro, Ltd. and the President

of i t s Wipro Technologies Division, based in Mountain View,
CA.
Wipro Technologies i s a global information technology,
product development/ maintenance, and business process
solutions provider with over 18 , 000 employees and offices in
30 locations around the world. Wipro Technologies
contributes more than 90 % of the profitability of Wipro, Ltd.,
a $ 7 b market cap corporation.
Since assuming this role, revenues at Wipro Technologies
have grown at over 45 % a year and operating profits have
grown at over 50 % a year, compounded, catapulting i t into the
Business Week Global Infotech 100 , and allowing a
successful l i s t ing on the New York Stock Exchange.
Mr. Paul brought a s t rong focus on values, building human
capital and establishing leadership in quality processes. This
focus t ransformed Wipro to become a leader in i t s f ield with
the widest range of services, recognized quality leadership,
and a t ransforming workforce that went f rom coding to

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 complex program management to consulting and architecting.
Leading analyst research f i rms Gartner and META rate Wipro
as the leader in the offshore application outsourcing market
and a high quality solution provider who has moved up the
value chain. Recently Butler Group , a research f i rm focused
on the IT market, quoted in one of their reports that - " Wipro
i s well placed to compete with the largest players, having
established an enviable reputation for the quality of i t s
delivery and the value i t brings to i t s business relationships".

Prior to this role, Mr. Paul was based in Milwaukee, WI, and
ran GE' s Global CT ( Computerized Tomography) Scanner
business with nearly $ 1 billion in revenues, reporting directly
to the current Chairman of GE. Mr. Paul drove productivity
through developing a design and build capability in China for
the economy range, drove design cooperation across
development teams in France, Japan and the US to s tep up the
pace of new product introductions, and launched breakthrough
products through the pioneering application of Six Sigma
techniques. This success was noted by the business bestseller
book, Six Sigma.

Prior to this role, Mr. Paul was President and CEO of GE' s
medical equipment joint venture with Wipro. Mr. Paul was
part of the venture as a new s tart- up, to i t s becoming a global
design and manufacturing base for ultrasound equipment, as
well as a leader in the distribution and service of medical
imaging equipment in the South Asian markets.

His efforts in all three roles ( Wipro, Wipro GE and GE) have
been noted in the business media ( Business Week, Economist,
Forbes, Fortune, NYT, WSJ, etc.) and have been used as case
s tudies at leading business schools ( Harvard, Wharton,
Insead, etc.). A January 2003 segment in Business Week cited
Wipro as " the l ive wire in Indian high tech", and a February
2003 i ssue of Economist mentioned " Wipro aspires to be a
global force in the IT industry". Fast Company reported after
visiting Wipro in i t s February 2003 i ssue " there are certain
moments when you can see the future with such clarity that i t
nearly takes your breath away".
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 Prior to working at GE, Mr. Paul worked at Bain & Co.,
Boston, a leading s t rategy consulting f i rm and at Pepsi Co
Inc., Purchase, NY in their M& A area. Mr. Paul received an
MBA f rom University of Massachusetts at Amherst. He
received a Bachelor of Engineering degree from B. I . T. S.,
Pilani, India in Electrical & Electronics Engineering, where
he was also Captain of the Swim and Waterpolo teams.
Mr. Paul i s a member of the Board of the California Chamber
of Commerce, and Vice Chairman of i t s Technology
Committee. He i s a member of the B. I . T. S Senate, on the
advisory board of Stanford University' s Radiology Department
and a charter member of The Silicon Valley Indus
Entrepreneurs Organization.

WIPRO INFRASTRUCTURE

Wipro i s geared for global delivery with offices and

development centers that span the globe.
➢ Locations spanning the globe
➢ 27 offices worldwide
➢ Over 1 , 450 , 000 + sq. f t . of development facilities
➢ 30 development centers worldwide
➢ s tate- of- the- art communication facilities
➢ Giga speed cabling - guaranteed 10 MBPS to desktop

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 ➢ 30 + international l inks - data, voice and video
➢ Data, voice and video, ISDN back- up for full
redundancy. Wipro campuses are designed to provide
comfortable and productive work environments. In
addition to cutting- edge facilities, they feature
workspaces that enable creative thinking and encourage
participatory and proactive value systems. Wipro’ s
commitment to the environment and safety consciousness
i s reflected in their ISO 14001 certification.
Business continuity
Wipro provide multi- s i te services to global customers and
have the relevant experience, processes and methodologies
for a successful t ransition. Robust business continuity
plans are in place for data, systems and people

WIPRO VISION IN 2008

Business Leadership
Among the top 10 Information Technology Services
companies globally and
# 1 Information Technology company in India.

Customer Leadership
The # 1 choice of the customer through innovative solutions
and Six Sigma processes.
People Leadership
Among the top 10 most preferred employers globally by
creating an environment of empowerment, intellectual
challenge and wealth sharing.
Brand Leadership
Wipro Brand to be among the top 5 most admired brands in
India

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QUALITY AT WIPRO

Quality consulting and software quality

At Wipro, quality i s l ike integrity - non- negotiable. Wipro

pursue quality with a missionary zeal and have put in place
robust processes to ensure that Wipro deliver quality with
s ix- s igma consistency. Veloci- Q, our holistic, enterprise wide
quality approach integrates multiple quality processes l ike

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 Six Sigma, SEI CMM, PCMM and CMMi to deliver
measurable business benefits with enhanced productivity upto
35 %, cost savings upto 35 % and faster t ime- to- market upto
75 %.

Salient features of our quality program

➢ Most mature Six Sigma program in the industry- ensures

that 91 % of our projects are completed schedule, much
above the industry average of 55 %

➢ Worlds f i rst company to be awarded PCMM Level 5 and

CMMI Level 5

➢ World’ s f i rst SEI CMM ver 1 . 1 Level 5 software services

company

➢ Defect preventation- post release defect rates at less than

0 . 2 per KLOC, amongst the lowest in the industry

➢ Cycle t ime reduction due to lower rework rate

➢ Cost of failure avoidance and high project visibility

What it means for customers

The assurance that quality will never be compromised be i t
product, process or service quality. That' s why Wipro i s
preferred partner for global leaders such as Thomas Cook,
n Power, Home Depot, Seagate, Lucent, Nokia, Eastman
Chemicals and 300 other

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 CHAPTER -3

RESEARCH
METHODOLOG

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 Meaning of Research

R ed man an d M o r y d e f i n e r es ear ch as a “ s ys t emiz

ed e f f o r t t o g a i n n ew k n o w l ed g e . ” S o me p eo p l
e co n s i d e r r es ear ch as a mo v emen t , a mo v
emen t f r o m t h e k n ow n t o t h e u n k n o w n .

R es ear ch i s an acad emi c activ i t y an d as s u ch t h e t e r m

sh o u l d b e us ed i n a t ech n i cal s en s e . A cco r d i n g to
Clifford Wo o d y , r es ear ch co mp r i s es d e f i n i n g an d r
ed e f i n i n g p r o b l ems , f o r mu l a t i n g h y p o t h es i s o r s u g
g es t ed s o l u t i o n s ; co l l ect i n g , o r g an i z i n g an d ev a l u a
t i n g d a t a ; mak i n g d ed u c t i o n s an d r each i n g co n c l u s
i o n s ; an d a t l as t car e f u l l y t es t i n g t h e co n c l u s i o n s
t o d e t e r min e w h e t h e r t h ey f i t t h e f o r mu l a t i n g h y p o t
h es i s .

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 Objectives of Research

Th e p u r p o s e o f r es ear ch i s t o d i s co v e r an sw e r s t o q u es t i o n s
t h r o u g h t h e ap p l i ca t i o n o f s c i en t i f i c p r o ced u r es . Th e main a
im o f r es ear ch i s t o f i n d o u t t h e t r u t h w h i ch i s h i d d en an
d w h i ch h as not b een d i s co v e r ed as y e t . Th o u g h each r es ear
ch s t u d y h as i t ’ s o w n s p ecif i c p u r p o s e b u t t h e r es ear ch o b j
ectiv es can b e l i s t ed i n t o a n u mb e r o f b r o ad categ o r i es , as f o l l
owing:-

1. . To g a i n f amili a r i t y w i t h a p h en o men o n o r t o ach i ev

e n ew i n s i g h t s i n t o i t . S t u d i es w i t h t h i s o b j ect i n v i ew a
r e t e r med as ex p l o r a t o r y o r f o r mu l a t i v e r es ear ch s t u d i es .
2. . To p o r t r ay accu r a t e l y the ch a r acter i s t i cs of a pa
r t i cu l a r i n d i v i d u a l , s i t u a t i o n o r a g r o u p . S t u d i es w i t h t h i
s o b j ect i n v i ew a r e k n ow n as d es c r i p t i v e r es ear ch s t u d i es .
3. . To d e t e r min e t h e f r eq u en cy w i t h wh i ch s o meth i n g o
ccu r s o r w i t h wh i ch i t i s as s o c i a t ed w i t h s o meth i n g e l s e
. S t u d i es w i t h t h i s o b j ect i n v i ew a r e k n o w n as d i ag n o s t i c
r es ear ch s t u d i es .
4. . To t es t a h y p o t h es i s o f a cas u a l r e l a t i o n s h i p b e tw een v a r i ab l
es .
S u ch s t u d i es a r e k n o w n as h y p o t h es i s - t es t i n g r es ear ch s t u d i es .

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 Significance of Research

“ A l l p r o ces s is born of inquiry. Doubt is o f t en bette

r t h an o v e r co n f i d en ce, for it l ead s to inquiry an d inq
uiry l ead s t o i n v en t i o n . ” I s a f amo u s H u ds o n M ax im in
co n t ex t o f w h i ch t h e s i g n i f i can ce o f r es ear ch can w e l l b e u n d
e r s t o o d . I n c r eas ed amo u n t s o f r es ear ch mak e p r o g r ess p o s s i b l e
.
R es ear ch i n cu l ca t es s c i en t i f i c an d i n d u c t i v e t h i n k i n g an d i t
p r o mo t es t h e d ev e l o p men t o f l o g i cal h ab i t s o f t h i n k i n g an d o r g an
i zatio n .
Th e r o l e o f r es ear ch i n s ev e r a l f i e l d s o f ap p l i ed eco n o mics ,
w h e t h e r r e l a t ed t o b u s i n es s o r t o t h e eco n o my as a wh o l
e, h as g r eatly i n c r eas ed i n mo d e r n t imes . Th e i n c r eas i n g co mp l
ex n a t u r e o f b u s i n es s an d g o v e r n men t h as f o cu s ed a t t en t i o n
o n t h e us e o f r es ear ch i n s o l v i n g o p e r a t i o n a l p r o b l ems . R es
ear ch , as an a i d t o eco n o mic p o l i cy , h as g a i n ed ad d ed imp o r t an
ce, b o t h f o r g o v e r n men t an d b u s i n es s .

Research Methodology

R es ear ch meth o d o l o g y i s a w ay t o sy s t emati cal l y s o l v e t h e r

es ear ch p r o b l em. I t may b e u n d e r s t o o d as a s c i en ce o f s t u d y i n
g h o w r es ear ch i s d o n e scien t i f i cal l y . I n i t w e s t u d y t h e v a
r i o u s s t ep s t h a t a r e g en e r a l l y ad o p t ed b y a r es ear ch e r i n s t
u d y i n g h i s r es ear ch p r o b l em a l o n g w i t h t h e l o g i c b eh i n d t h
em. I t i s n eces s a r y f o r t h e r es ear ch e r t o k n o w n o t o n l y t h e r es
ear ch meth o d s o r t ech n i q u es b u t a l s o t h e meth o d o l o g y .

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 Data Collection Source
I n f o r matio n w as co l l ect ed through both p r imar y an d s eco
n d a r y s o u r ces .

P r imar y D a t a : I n s o me cas es t h e r es ear ch e r s may r ealize t h e n eed

f o r co l l ec t i n g t h e f i r s t h an d i n f o r matio n . A s i n t h e cas e o f ev e
r y d ay l i f e , i f w e wan t t o h av e f i r s t h an d i n f o r matio n o r an y h ap
p en i n g o r ev en t , w e e i t h e r as k so meo n e wh o k n o ws ab o u t i t o r
we o b s e r v e i t o u r s e l v es , w e d o t h e b o t h . Th u s , t h e tw o meth o d
b y w h i ch p r imar y d a t a can b e co l l ec t ed i s o b s e r v a t i o n an d q u es t
ionnaire.

S eco n d a r y D a t a : An y d a t a , w h i ch h av e b een g a t h e r ed ear l i e r f

o r s o me o t h e r p u r p o s e , a r e s eco n d a r y d a t a i n t h e h an d s o f r
es ear ch e r . Th o s e d a t a co l l ect ed f i r s t h an d , e i t h e r b y t h e r es ear
ch e r o r b y s o meo n e e l s e , es p ecially f o r t h e p u r p os e o f t h e s t u d y i
s k n o w n as p r imar y d a t a .

Th e d a t a co l l ected f o r t h i s p r o j ect h as b een t ak en f r o m t h e s eco

n d a r y s o u r ce.

S o u r ces o f s eco n d a r y d a t a a r e : -
 Internet
 M ag azin es
 P u b l i catio n s
 N ew s p ap e r s
 B r o u ch e r s

LIMITATIONS

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  Th e d a t a i s co l l ected f r o m s eco n d a r y s o u r ce d u e t o l ack o
f t ime f o r p r ep a r i n g t h e p r o j ect.

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  Th e d a t a i s n o t 1 0 0 % accu r a t e .

CHAPTER-4

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 SERVICES
OFFERED BY
WIPRO LTD.

IT services

 Application Development & Maintenance

 Architecture Consulting
 Business- t 0 - employee( B 2 E) solution
 Business intelligence & data warehousing
 Business Process Management ( BPM)
 Content Management
 Customer relationship management ( CRM)
 E- Business
 Enterprise resource planning ( ERP)
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  E- procurement & b 2 b Marketplaces
 Enterprise security
 Package selection and implementation
 System integration
 Supply chain management
 Enterprise application integration
 Technology infrastructure services

IT SERVICE OFFERING BY WIPRO

➢ Application Development & Maintenance

Designing and developing innovative solutions is

Wipro’ s forte. With 15 years of experience in
application development, Wipro creative ideas, proven
frameworks and experienced professionals deliver
ground- up, but state of the art software solutions that
address customer needs. Wipro combines best- of-
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 breed

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 technologies with the still- valuable components of
legacy systems to help i ts customers accomplish
business goals.

Wipro services in these areas are focussed on:

Appl icat ion development

Migrat ion and Customizat ion
Enterprise Appl icat ion Integrat
ion Appl icat ion maintenance

Application development

this includes Turnkey web based, client server and

wireless application development and enhancements to
legacy applications

Migration and Customization

. This includes:
 Version upgrade services,
 Database migration,
 Language migration,
 Reengineering,
 Functionality upgrades
 Porting

Enterprise Application Integration

Enterprise Application Integration ( EAI) creates a

unified electronic business environment across the
extended enterprise, integrating existing applications
with business processes, even as i t enables seamless
interaction between customers, partners and suppliers.

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 Wipro has developed powerful EAI systems that
integrate business strategy with technology

Application maintenance

Wipro offers i ts clients, 24 x 7 application sustenance

and enhancements. They have over 10 years of
experience in remote maintenance of IBM mainframe
and Client/ Server applications. Our 5000 - person year’ s
expertise covers a wide range of applications, which are
remotely maintained through Offshore Development
Centers in India.

➢ Architecture Consulting

To deliver the expected returns to a business, IT

initiatives need to be in synergy with an organizations
strategic objectives. Wipro' s Enterprise Information
Architecture services help clients assess different
technology strategies so that organizations are able to
align their technology initiatives with their business
strategy. These services support an organizations IT
initiative by providing strategic, architectural,
operational and implementation planning.

We AVe Methodology

Wipro with i ts proven experience has developed

We AVe, a unique methodology that helps enterprises to
align their IT objectives with business goals. Wipro' s
Evolve / Architect / Validate ( We AVe) process model
represents the typical base methodology used in the
consulting engagements with clients. This is a proven
methodology that brings in the best practices in the

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 technology areas as well as optimizes the cost factors
by i ts ability to offshore a lot of work in different
phases

The Wipro Solution

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 ➢ Business- t 0 - employee( B 2 E) solution

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 Wipro’ s B 2 E Services help organizations establish an agile
collaborative workforce to enhance productivity

Competing in a global knowledge economy, organizations

today are looking to deliver enabling services for agile
workforce management. Wipro, help you do just that with
Self- Service, Collaboration and Knowledge Management.
Many organizations across geographies have benefited from
their B 2 E Services with reduced operating costs, s t reamlined
processes and enhanced employee productivity. For instance,
Wipro helped a large utilities organization in the UK with a
backend independent B 2 E solution to s t reamline and web-
enable their existing people processes to improve employee
productivity .

Backend Independent B 2 E solution to

streamline existing processes

The Customer
One of the largest utilities organization in the UK, this
organization, with about 14 , 000 s t rong work force worldwide,
was looking to automate their people processes through
employee and manager self- service. They had not decided on
whether to upgrade existing People Soft implementation or
move to SAP ERP

The Challenge
In the organization, some of the processes were performed
manually while few others were automated through disparate
systems in different departments. Understanding current
business processes was difficult due to lack of documentation.
The proposed solution had to support different operating
systems existing. There was a total lack of ownership of data
due to poor integration and different vendors supporting
different applications Moreover, managing a cultural change
in the way employees worked – some of the employees had

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 been using existing system or manual processes for more than
15 - 20 years - was a challenge.

The Solution
The IT and HR teams f rom the customer organization
evaluated a number of best of breed solutions available in the
market and f inally selected i - Desk for e- Enabling their people
processes over others because of some apparent advantages i -
Desk would provide them.
Organization could go for a phased deployment with i - Desk -
based on open s tandards and proven s tate of the art
technologies ( J 2 EE, XML, JMS, JCA)
I - Desk provided independence from the backend ERP –
integration was achieved using asynchronous batch updates
giving the organization the f lexibility to change backend ERP
any t ime without affecting self- service applications.
Customized user interface enabled the organization to retain i t s
corporate intranet look and feel and enforced corporate
branding.
i - Desk leveraged existing infrastructure such as Lotus based
mailing system for notifications and LDAP for user
authentication.

➢ Business intelligence & data warehousing

Wipro’ s success s tories in the area of Business Intelligence
and Data Warehousing span a wide spectrum of solutions and
organizations. Their team represents a pool of diverse
technology skill sets including Data Acquisition, Data
Quality, Data Modeling, Meta Data Repository, Data
Management, Data Mining and OLAP.

Wipro offer our customers the advantage of a r ich portfolio of

reusable frameworks, including

e- business intelligence,
CRM Data Warehouse,

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 Enterprise BI Consulting,
ERP Analytics

Managed Services,
Re- engineering
Supply Chain Intelligence ,
Teradata

e-b business intelligence

cybermine

Cybermine i s a comprehensive framework that enables e-

business intelligence for organizations. I t provides powerful
business insights and helps them build lasting relationships
with customers.

Cybermine offers a f ramework and methodology for ·

 Data Cleaning and ETL
 Data Access, Analysis and Reporting
 Integration with external data and business databases
Cybermine' s features include:
e-c customer Analytics: Organizations are provided with
a precise, 360 degree view of online customers. Customers
are profiled based on their demographics, browsing
behavior, purchase history, etc. This helps in the
measurement of customer attrition rate, customer
profitability, etc.

e- marketing and e- sales: This feature allows organizations to

develop focused marketing s t rategies to target customers
effectively. Target marketing i s enabled through analyses of
market segmentation, cross- sell/ up- sell opportunity
identification, lead qualification, measurement of online
campaign effectiveness, prediction of customer propensity to
buy, shopping cart analysis for product/ category management
and measurement of sales organization performance.
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 e- services : This feature aims at providing the answer to that
vital question: How effective i s my e- business? This i s
effected through analyses of the effectiveness of online
services, measurement of customer satisfaction levels,
analysis of customer complaints, etc.

e- personalization: This allows the definition of intelligent

rules that are used to personalize content based on visitors'
browsing behavior.

Site Management : This provides a set of analyses that

provide insights into web s i te activity. This in turn helps
improve web s i te effectiveness and manage future growth.

CRM datawarehouse

A customer centric data warehouse that provides a unified

view of customer data i s the backbone of any successful CRM
application
Their CRM Data Warehouse solution combines our expertise
in CRM with extensive experience in Data Warehousing.

Their analytical CRM Data Warehouse solution f ramework

offers the following:

 Integrated customer views across applications, channels,

geographies
 Solution architecture including ODS and customer
centric data warehouses to handle synchronous and
asynchronous touch points
 Focus on Data Cleansing, Match & Merge and ETL to
integrate customers
 Customer centric data model to capture and t rack
customer product holding, product usage, contact history
and events

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  A well defined process model for design, development
and implementation
 Phased i terative implementation methodology
Some key applications supported by this framework are:
 Integrated view of the customer ( i r respective of the
different sources of information)
 Campaign Performance Analysis
 Customer Segmentation Analysis
 Customer Churn Prediction
 Customer Loyalty Analysis
 Customer Profitability Analysis
 Cross- selling and Up- selling
Enterprise BI Consulting
The ability to make fast, reliable decisions based on accurate
and usable information i s essential to most business
enterprises. Wipro’ s Enterprise BI ( Business Intelligence)
Consulting provides integrated solutions that empower
knowledge workers to access data f rom existing production
databases and applications across the enterprise using the
power of advanced data warehousing and decision support
solutions and services.
Building an effective BI solution involves a considerable
amount of effort to ensure usability and value to the business
enterprise. At Wipro we understand this more than anyone
else and make certain that our BI solutions are aligned with
the business vision of the enterprise. We do this through the
BI Consulting framework which provides a roadmap, wherein
we Assess, Strategize and f inally Architect solutions that
minimize project t ime frames while addressing critical
business needs. Wipro also offers re- engineering services of
the BI architecture and optimization.
Business Benefits:
 Hard savings via Data Mart consolidation and using a
common EBI/ EDW infrastructure.
 Improved business information access for decision
making by providing s t reamlined information f low.
 Reduced Total Cost of Ownership ( TCO), thereby
increasing the Return on Investment ( ROI).

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  Provides a platform for the Corporate Performance
Management ( CPM) initiatives l ike Balanced Scorecard
and Integrated Analytics.
Value Delivery f rom Wipro:
 Full- t ime, dedicated consultants and architects
specializing in Enterprise BI Consulting & EBI/ EDW
Architecting.
 Vast experience in consulting, architecting,
implementing and managing large BI/ DW projects across
industries.
 Comprehensive Framework for Consulting and
Architecting
 Re- Usable Artifacts ( guidelines, templates,
questionnaire)
 Architecture Best Practices
 Seamless integration of Consulting & Integration
Services
 Rich Experience in
 End- to- end implementation of Enterprise Data
Warehouse
 Enterprise Data Modeling
 Enterprise Metadata Management

ERP Analytics
How do you maximize the ROI from your ERP system? The
answer to this question might just l ie outside your ERP
system.

The answer l ies in a system that provides faster and

consolidated view of enterprise- wide Information and packs
in the ability to f lexibly analyze i t . Data Warehousing
provides the answers with an application environment
consisting of a dedicated database drawing on diverse data
sources, designed to support advanced query and analysis
capabilities.
Wipro offer the ERP Data Warehouse solution to integrate
s t rategic information from ERP, legacy systems, and external
data sources into a robust decision support environment.

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 Wipro Offerings
 Process model for building and implementing the ERP
data warehouse solution
 Customized solutions using leading data warehousing
tools and ERP product suites l ike SAP Business
Information Warehouse
The Wipro Advantage
 Flexible, cost- efficient and surefire ERP analytical
solution based on s t rong data warehousing and ERP
fundamentals
 High performance, scalable and extensible solution
through best- of- breed technologies and robust
architecture
 Faster development through an established framework
for implementation of ERP data warehouse projects
 Leveraging our technology relationships with leading
players l ike SAP, Oracle, Informatica, Cognos, etc.

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 Managed services
BI& DW Managed Services from Wipro:

The need for Managed Services

In a short space of t ime, many organizations have realized the

s t rategic business rewards of placing all or part of their IT
function and Business Processes into the hands of a specialist
Managed Services supplier. This allows them to concentrate
on what they know best - their core business and how to
maximize performance while minimizing costs. Managed
Services has become central to the business s t rategy of many
organizations and all too often defines how well a company
can compete in the global market place. One of the key areas
where many customers are looking for IT support i s in the
area of Data Warehousing & Business Intelligence. With our
extensive experience in data warehousing applications and
infrastructure management, we have leveraged on the skill
sets acquired to offer clients DW& BI Managed Services.
Some of the highlights of these services are:
 Wipro provides safe, reliable solutions that suit,
t ransform and add value through efficient use of
technology to deliver tangible business benefits to i t s
customers
 Service Level Agreement based contracts that share
commercial r i sk as well as rewards
 Form partnerships that provide a logical way forward –
working with customers towards a shared vision and
objective
 Reduction of total cost of ownership.
 Flexible execution models – onsite, offsite,
onsite/ offsite- offshore
 Well- defined processes to manage t ransition and ongoing
management
Wipro’ s delivery strength:
 325 consultants in the DW& BI space.

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  Proven t rack record ( 50 + satisfied customers) combined
with a global presence makes us a favored partner in
providing BI& DW Managed Services
 Reduction in total cost of ownership by consistently
improving productivity.
 Scalable solution to meet the future demand and capacity
 Strong relationships with hosting partners
 Vast expertise in remote management of IT infrastructure
along with application development makes us a one s top
shop for many a customer.
 Wipro’ s large pool of talent helps in ensuring a quick
ramp up for the customer.
 Domain specific DW& BI teams.
 Ready to use frameworks; this will help in bring down
the cost, effort and t imelines.
 Wipro has t ied- up major BI/ DW tool vendors; this helps
in bring down the cost of the tools and getting good
quality technical support.
 Solid Support Level Agreement ( SLA’ s) to provide
quality service

Re- engineering

Organizations are increasingly feeling the need to make their

Business Intelligence applications " current". This allows
these applications to be used to analyze, manage, manipulate
and effectively control how businesses disseminate and
leverage information to competitive advantage.

Wipro’ s services for re- engineering of Data warehousing /

Business Intelligence applications include:
 Study of existing Data Warehouses / Data Marts
 Gap Analysis
 Technology / Tools evaluation and recommendation
 Roadmap for re- architecture/ re- engineering services
 Architecture and implementation of the solution

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 Their deliverables include the following:
 Refining the Data Warehouse / Data Mart architecture
and Data Model
 Introducing data from new source systems to existing
Data Warehouses / Data Marts
 Building a systematic process for explicit capture and
management of Metadata
 Integrating geographically spread data warehouses on the
same or diverse platforms into an Enterprise Data
Warehouse
 Integration of external vendor supplied data with the
customer' s Data Warehouse / Data Mart
 Integration of various data ( CRM, Web, ERP, Legacy
data) into existing Data Warehouse / Data Mart
 Migration and implementation services
 Performance tuning and upgrades

Supply chain intelligence

Application of BI to various Supply Chain Management

( SCM) functions and product l i fe cycles on a s t rategic scale
to optimize the results of these functions by means of
enhancing the ability to produce cost effective products.
Leading ERP and SCM systems have been proven useful in
automation of t ransaction related processes of the supply
chain, however these systems have not provided the ability to
adequately analyze the operational effectiveness across the
supply chain. Current day supply chains are extremely
complex environments whose operating s tate can affect
company' s ability to operate effectively and profitably.
I t has become essential to closely examine and measure the
effectiveness of supply chain processes in taking intelligent
decisions. Supply Chain Intel l igence ( SCI) offers the
mechanisms that facilitate this view.
SCI requires the ability to analyze products, processes,
components, and materials. This demands a data integration
infrastructure, which provides capability to extract, t ransform
and load data acquired from multiple enterprise sources l ike :
 ERP source data
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  SCM source data
 CRM source data
 Customer data
 Supplier data
 Product manufacturing / testing data
 Quality management data
 Shop f loor manufacturing data sources
 Legacy system data sources
 Data from online industry t rading exchanges
 Market places & auction
 Demographics and marketing data purchased f rom third
party data suppliers.
Wipro' s consulting f ramework for SCI includes
conceptualizing, architecting and integrating solutions. The
service spectrum includes
 Data Cleaning and ETL, Data Access,
 Analysis and Reporting,
 Integration with external data and business databases,
 Determination of Key performance indicators.
Apart f rom these service offerings Wipro also help customers
in s t rategizing for real- t ime closed loop analytical
information aiding business process optimization and
intelligent decision- making.

TERADATA

Teradata Solutions
How do you t rade off between scalability and performance
i ssues as Data Warehouse s ize grows from Gigabytes to
Terabytes?
The answer l ies in Wipro' s solution offering in Teradata Data
Warehousing. I t i s a unique blend of Wipro' s expertise in
Business Intelligence solutions and the power of the Teradata
Database, which offers a high degree of parallelism, uses a
s tandard access language for complex query performance and
promises a s implified administration for all mission critical
applications.

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 Services
Wipro’ s spectrum of Services in Teradata Data Warehousing
i s a testimony to their extensive expertise in architecture,
design and implementation of Data Warehousing solutions,
using the Teradata platform. These Include:
 Data Warehouse Planning Services
 Data Warehouse Design and Implementation Services
 Data Warehouse Usage, Support and Enhancement
Services
 Tool evaluation & recommendation for Teradata Data
Warehousing

The Wipro Advantage:

 Road map for Data Warehousing implementation using
Teradata
 Harnessing our technology relationships & alliances with
leading vendors l ike Oracle, Informatica, Cognos,
Microstrategy etc.
 Value for money solution offerings based on our
extensive experience in Data Warehousing & Business
Intelligence f ield
 Migration services f rom other Databases to Teradata
 A team of Teradata Certified Professionals

➢ BUSINESS PROCESS MANAGEMENT ( BPM)

Wipro' s Business Process Management Framework

An organizations ability to adapt to fast changing business
requirements and i t s ability to optimize turnaround t imes
defines i t s competitiveness. Increasingly Global operations
make business processes more complex and organization
management more challenging. Traditional business practices
need to keep pace and upgrade with newly evolving business
models to meet t ime and logistic constraints such as reduced
delivery t imes and higher customer service levels.
Business process automation holds the key to lowering the cost

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 of doing business, enhancing productivity and to serving a
widely distributed and fragmented customer base. Two basic
features of a Business Process Automation system are that i t
increases control over the business f low and increases the
accountability of the system.
A Business Process Automation/ Workflow solution holds the
key to sharing work and information seamlessly with partners,
vendors, external customers and internal customers alike.
Global Operations and synchronization across geographies can
be made faster by consistent and well managed processes. A
comprehensive Business Process Automation and Management
solution leverages the legacy systems, integrates with external
applications and integrates with best of the breed products for
that Industry.
Wipro' s Flow- bri X i s a comprehensive Business Process
Management and Analysis f ramework. Highly customizable
and extendible, Flow- bri X i s a framework not just to enhance
process efficiency in your organization but relate i t to the
larger goals of customer service, cost reduction and
adaptability . Flow- bri X being a framework can be employed to
build customized solutions at the cost of buying one f rom the
market.

➢ CONTENT MANAGEMENT

With the glut of information enterprises have, effective

Content Management and the use of Portals have become very
crucial in maintaining a uniform f low of relevant information.
Keeping this in mind, Wipro has established a Competency
Center to offer e- business Solutions for Enterprise Portals,
Content Management, Document management, Workflow and
Knowledge Management.
Wipro has executed a number of projects and has partnerships
with the portal and content mngt. Technology providers
including Interwoven, Documentum, Vignette, Divine,
File Net, Plumtree, Broad Vision, ATG Dynamo, BEA
Weblogic, IBM Websphere suite, i Planet Portal Server and

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 BEA Weblogic. These alliances combine Wipro' s e- Business
consulting and industry expertise with that of the partner' s .
With the business and technical experience gained, Wipro' s
EP& CM group offers complete " end- to- end" portal consulting
and CM services, including on- s i te business and technical
needs assessment, development and integration services, and
partial and total outsourcing of application implementation,
maintenance and migration.

➢ Customer relationship management ( CRM)

Wipro’ s CRM solutions help customers address a variety of

CRM implementation i ssues in areas l ike customer retention,
account management, campaign management or call center
interactions, and devise s t rategies to increase revenue,
productivity and customer satisfaction. These s t rategies are
then brought to l i fe by carefully choosing the r ight package
solution, orchestrating a pinpoint execution, and providing
post go- l ive support and end user t raining.
Wipro’ s technology practices focused on solutions l ike SAP,
Oracle, Siebel and Clarify enable them to provide best- of-
breed application development services for rapid and precise
CRM implementation. Combine this with Wipro’ s experience
in understanding industry verticals and customer care
processes, and you have the ideal partner to deliver the
elusive ROI on your CRM investments.

➢ E- BUSINESS

Wipro e- Business: Connecting IT Investments with

Business returns

To better sense and respond to the needs of your customers,

or threats f rom your competitors, you' l l need help f rom
partners who understand your business processes, your

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 industry, and the unique opportunities and challenges your
business faces. The on demand environment requires
s imultaneous speed and power- on a l imited budget.
Wipro' s e- Business solution suite have helped many fortune
1000 organizations realize their vision and at the same t ime
optimize existing resources, reduce costs and maximize
revenue. Discover how Lattice group subsidiary 186 k became
the f i rst telecom service provider in UK to deliver web
enabled telecom services using Wipro' s comprehensive e-
Business solution services.

ENTERPRISE RESOURCE PLANNING( ERP)

Wipro' s solutions in Enterprise Resource Planning ( ERP) help
you in automating the enterprise, and speeds up t ransactions
across the organization. These solutions are typically
integrated with Supply Chain, HR and Payroll systems, E-
procurement, E- Commerce and CRM applications. We
combine an integrated solutions approach, experienced project
teams, offshore delivery, and s t rong technology practices in
solutions l ike SAP, Oracle, Peoplesoft and Baan.
Wipro' s emphasis on best practices l ike ASAP for SAP R/ 3
Implementation and AIM for Oracle applications, business
process expertise, and commitment to quality as testified by
Wipro' s SEI- CMM Level 5 s tatus, have made them f i rst choice
for leading organizations around the globe .

➢ E- PROCUREMENT & B 2B MARKETPLACES

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 Wipro' s E- procurement and E- marketplaces group focuses on
providing e- procurement services and e- marketplace solutions
that improve the efficiency of Indirect Goods Procurement or
MRO Procurement. I t also enables Internet solutions for
market makers to provide a common platform for buyers and
sellers to reduce purchasing costs and share other value added
offerings l ike payment services, logistics, and fulfillment.
As a Certified Ariba Systems Integrator ( CASI) partner of
Ariba, Wipro helps their clients formulate and implement a
s t rategy to achieve cost- savings for initiatives in this area.
Wiprio provide them with a complete solution f ramework that
perfectly relates to their individual pain areas. Also intrinsic
in their approach in the precise roadmap that s tarts from
customized prototype development at Wipro’ s offshore Co E,
followed by r igorous assessment of current environment,
going r ight through to implementation and post
implementation support.

➢ ENTERPRISE SECURITY

Wipro Websecure™, a leading application security provider, i s

an identity and permission infrastructure product that offers a
whole range of application security features and helps
organizations leverage a s t rong return on their technology
investments. Wipro Websecure™ also enables organizations to
protect their web applications, services and online
t ransactions with customers, partners, vendors and employees.
Reckoned as one of the most reliable, available and
serviceable solution available today, Wipro Websecure™ has
been the chosen solution of enterprises across the globe in a
wide range of industries.

PACKAGE SELECTION AND IMPLEMENTATION

Choosing the Right Package suited to your need can be a
tough nut to crack. Equally vexing i s package implementation
that can be expensive and t ime- consuming. Wipro guides
you
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 through effective decision- making through package
evaluation and selection and then implement i t seamlessly to
achieve desired benefits.
Wipro offers package selection and software implementation
services across all technology domains l ike E- Business, ERP,
SCM, CRM, Enterprise Application Integration, Data
Warehousing, and Web Security.

➢ SYSTEM INTEGRATION

I t s never been more challenging building solutions with

myriad of technology choices supporting an ever- dynamic
business environment
The Breadth and Depth of our System Integration Capabilities
enables us to leverage your IT investments, minimize your
r i sk and deliver complete system integration services and
solutions addressed to your unique business needs.
We combine complex technologies together with our proven
processes to maximize compatibility, interoperability and
enterprise wide information integration.
System Integration portfolio offers:
 Architect, Integrate and Manage custom application and
information infrastructures
 Integration of Software and Hardware components
 Network Integration
 Enterprise Application Integration
 Legacy to Web Migration

➢ SUPPLY CHAIN MANAGEMENT

Wipro provides complete business consulting and technical

integration services for supply chain management ( SCM).
Wipro’ s years of experience in doing large- scale ERP
implementations have contributed greatly to their efforts in
this area.
Their Supply Chain solutions are focused on helping clients
address key i ssues l ike Purchasing, Inbound Logistics,
Operations, Warehouse Management, Outbound Logistics, and

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 Demand Management. Our SCM technology practice provides
expertise in solutions l ike i 2 , SAP and Oracle backed by
experienced technical and functional consultants as well as
certified product experts .

➢ ENTERPRISE APPLICATION INTEGRATION

Delivering the right product, at the right t ime, at the right

place
Achieving seamless integration i s not all that easy as i t
appears, as i t involves integration of internal, home grown
applications, legacy systems with the external business
processes and systems.
Wipro' s expertise in the EAI space includes specialization on
middleware products l ike MQSeries, Seebeyond, web Methods,
Web Sphere, Tibco, Vitria and Mercator. Wipro has also
developed an optimized EAI Project methodology and product
evaluation framework based on work experience with large
Fortune 500 companies across industry domains and
geographies.
Wipro i s one of the f i rst IT consulting organizations to
recognize and develop the expertise required to implement
integration solutions using EAI technology. This has helped
Wipro implement business critical EAI solutions for a number
of customers, develop methodology, s tandards and templates
to speed up project implementations.
Wipro' s service offerings in EAI provides the following clear
cut benefits to any business:
Reduces systems/ IT total cost of ownership

Maximizes investments in existing systems

Implements business change in underlying information
technology systems
Provides global enterprise visibility of information and
business processes

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 Extends supply chain visibility

➢ TECHNOLOGY INFRASTRUCTURE SERVICES

With IT infrastructure becoming the backbone of most

businesses, IT infrastructure availability has become a
mission- critical need for any global enterprises. With two
decades of experience in providing IT Infrastructure solutions
and operations support to large enterprises, Wipro i s a
pioneer in the Multi- s i te service delivery model with i t s
Offshore Support Centers to provide a base for enterprises to
incorporate Follow the Sun remote management s t rategies for
IT operation.

Product design services

 Hardware Design
 System Software Development
 Testing, Verification and Validation
 Support Services

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 PRODUCT DESIGN SERVICES OF WIPRO

As product manufacturers and platform vendors across the

world, s t r ive to make better products with shorter
development cycles and reduced total cost of ownership,
Wipro Technologies partner with them to provide
comprehensive solutions in product l i fecycle management and
product realization. In an arena where outsourcing i s s t i l l
in i t s nascent s tages, Wipro i s one of the largest product
development outsourcing companies in the world and have
partnered with over 100 technology customers in the last

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 twelve years.

Their Product Design Services portfolio includes solutions

across the spectrum. wipro’ s service offering are

HARDWARE DESIGN
➢ ASIC design
➢ So C design
➢ FPGA based design

ASIC Design

At Wipro' s VLSI Design Center, execution of projects

encompassing architecture, design, implementation,
verification, integration, physical design, s i l icon validation
and support for product engineering of ASIC and So C Designs
i s done.

Wipro’ s extensive portfolio of design wins includes designs

up to 0 . 13 u geometries, operating at up to 1 GHz,
design s izes in multi- million gates and having pin- counts in
excess of 1200 pins on a variety of packages. Wipro i s a " pure-
play design house" and have targeted designs to a range of
process technologies and l ibraries. Likewise, Wipro’ s tools
expertise spans the leading EDA tool families of Cadence,
Mentor Graphics, Synopsys and others.
Wipro’ s design capability includes:
Architecture and Design
 Architecture definition,
 Modeling and Analysis
 HW- SW Co- design
Design Methodology & Flow
 Design Methodology Consulting
 Tools Flow Setup
 So C Co- design Platform
 So C Rapid Prototyping Platform
 IP Qualification

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 Functional Verification
 Planning, Setup and Execution
 HDL / C / HVL, Single or mixed mode
 Automated testbench creation and test execution
 Assertion based verification
 HW Prototyping Board design
Design Implementation
 RTL coding in Verilog/ VHDL
 DFT Logic Insertion and Optimization
 Chip Virtual Prototyping
 Hierarchical or f lat Physical design
 Physical Synthesis / Optimization
 Signal Integrity Issue Prevention, Analysis and Repair
 Physical Verification
 Static Timing Analysis
 Logic Equivalence Checking
 ATPG/ test vector generation
Silicon Validation
 Interface to Foundary, Test and Package Houses
 Diagnostics and f i rmware
 Validation Board design
Product Engineering Support

SOC Design

SYSTEM- ON- CHIP

Time- to- market pressures and the need for integrating
more functions in s i l icon i s fueling the So C market' s
growth. At Wipro, people leverage on an extensive
intellectual property ( IP) portfolio, systems knowledge and
experience with technologies l ike ARM to target specific
vertical markets with System- on- Chip solutions that meet a
superset of application needs.
They have t ranslated a decade of VLSI design experience into
a proven design methodology for complex So Cs.
Wipro' s So C Center can jump- s tart System- on- chip designs
with i t s product- ready So C Architecture Platform ( So C-

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 RAPTo R™) that provides early- to- market, high performance
design capabilities with the best chances of f i rst- t ime s i l icon
success. Wipro i s an ARM- approved third party design center
under the ARM ATAP™ Technology Access Program.
Wipro’ s portfolio of services:
 Comprehensive So C design and implementation
 Re engineering and retargeting services
 So C Peripheral block designs
 Core technology l icensing
 Embedded Software ( OS Port, Boot Code, Drivers,
Firmware, Application Software)

A platform based solution such as So C - RAPTo R

consolidates two key requirements of market readiness and
design f lexibility. By using a predefined platform, the design
team s tarts f rom a previously synthesized and verified set of
functions.
 Reduces overall design t ime, thus gaining t ime- to- market
advantage.
 A design that can be customized to meet application
specific needs by adding or removing any of the
validated components or by adding 3 rd party blocks.
 User configurability and design f lexibility to provide
product ready reference architectures for digital audio
players, handheld devices digital cameras and other
consumer applications.

FPGA

Wipro offers FPGA Designs along with our Board Design.

Our VLSI team has good expertise in designing Multi-
Million gate FPGAs to test the complete logic functionality
in a system environment much before the manufacturing
phase

With increasing Complexity of IC designs, the need for

thorough design verification to ensure f i rst t ime s i l icon
success i s inevitable. In order to ensure Logic functionality in

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 a System environment, Wipro’ s VLSI team offers the
following

Proven Expertise in complex FPGA Designs

 Extending upto 1 . 5 MN ASIC gates ( XCV 4000 device)
 DDR SDRAM interface operating at 160 MHz
implemented in Virtex FPGA
 Use of Verilog / VHDL for Design Entry
 Physical Synthesis based f low for high f requency designs

Experience in working on various leading FPGA vendors

 Experience in Xilinx, Altera, Actel Devices
 Experience in Virtex, Apex Series of Devices
 XPERTS Partnership with Xilinx

Defined and proven FPGA design methodology & Guidelines -

Eagle Wision
 Established guideline for FPGA selection
 Proven methodology for t iming closure
 Proven techniques for area optimization and f i tment
 Established Guideline for ASIC to FPGA Conversion
 Wipro' s Verification Environment Creation Tool - WAVe
 Reusable RTL cores and verification components

Other Services offered are:-

 Board Design
 ASIC Design
 Turnkey System Design
 Firmware and Software Development

 SYSTEM SOFTWARE DEVELOPMENT

 Operating Systems
 Device Driver Development

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OPERATING SYSTEMS
Wipro has over a decade of expertise in developing solutions
and services around various operating systems such as:
 Unix
 Windows
 Mac
 RTOS
 Proprietary OS of our customers
Wipro has a s t rong focus on Linux
Wipro’ s offerings include
 Porting OS
 Adapter f i rmware
 Device drivers - disk, terminal, network, printer
 Protocol s tacks - TCP/ IP, X 25 , ATM, FR, OSI
 Network Management - Cybermanage, HP- OV
 Middleware - Database Engine, DCE, X- windows, WIN
 Verification test suites
 Performance tuning
 64 bit migration
 Clustering and fault tolerant computing

DEVICE DRIVER DEVELOPMENT

Wipro has expertise in developing device drivers for various

devices for several clients. They have developed over 200
Drivers on multiple platforms such as
 Host based - UNIX, Linux, Windows
 Embedded - Vx Works, p SOS, Linux, Win CE
 Multiple Architectures : WDM, NDIS, Kernel mode,
HBA, GLD, ILD
 Performance tuning through multithreading
They have developed drivers for Interfaces & Devices
l ike
1394 ( OHCI Compliant), USB, DVB
Driver for printers, scanners and MFP
Storage: Intelligent PCI SCSI, FC, RAID

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 Networking: Fast Ethernet, FDDI, Gigabit, Token Ring,
IR, ATM, Link aggregation
They have executed a diverse range of projects for leading
peripheral vendors l ike EPSON, Toshiba, SHARP and Canon.

 TESTING, VERIFICATION AND VALIDATION

 Interoperability testing
 Verification & Validation
 Systems Integration

Interoperability testing

Wipro’ s Interoperability and testing business unit focuses on

helping customers take defect f ree, feature- r ich new products
to market in as short a t ime as possible. Wipro’ s Global
Verification Centers act as secure, virtual extensions of client
environments — offering s ignificant t ime and cost
advantages. Wipro also offer onsite verification services
where skilled teams
Compliment client resources
Wipro’ s verification and validation services cover :
Functional and parametric testing
Regression testing
Feature and Product testing
Simulated load performance testing
Compatibility testing
Customer acceptance testing
Test management

The following i s a snapshot of projects Wipro have executed

in this area:
Establishment of a verification lab for a North American

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 Telecom major for ongoing verification of their Optical
network products
Establishment of a GSM test lab for a global wireless
equipment designer for Network elements testing including,
Regression Testing, Test Automation and Network Simulation
➢ Design and development of diagnostic software for an
ATM concentrator product for the world leader in
Datacom
➢ End- to- end verification responsibilities on an ongoing
basis for the software releases of a public carrier switch
for a North American Telecom equipment vendor
➢ Verification services for the world leader in Desktop
applications

SYSTEM INTEGRATION
I t s never been more challenging building solutions with
myriad of technology choices supporting an ever- dynamic
business environment
The Breadth and Depth of our Systems Integration
Capabilities enables Wipro to leverage customer’ s IT
investments, minimize their r i sk and deliver complete systems
integration services and solutions addressed to customer’ s
unique business needs.
Wipro combine complex technologies together with their
proven processes to maximize compatibility, interoperability
and enterprise wide information integration.
Wipro’ s Systems Integration portfolio offers:
 Architect, Integrate and Manage custom application and
information infrastructures
 Integration of Software and Hardware components
 Network Integration
 Enterprise Application Integration
 Legacy to Web Migration

SUPPORT SERVICES
Technology infrastructure services

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 With IT infrastructure becoming the backbone of most
businesses, IT infrastructure availability has become a
mission- critical need for any global enterprises. With two
decades of experience in providing IT Infrastructure solutions
and operations support to large enterprises, Wipro i s a
pioneer in the Multi- s i te service delivery model with i t s
Offshore Support Centers to provide a base for enterprises to
incorporate Follow the Sun remote management s t rategies for
IT operations

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 Business process outsourcing

Customer Interaction Services

 Finance and accounting services
 Payment services
 Industry Administration Services
 HR Processing services
 Supply chain services
 Knowledge services

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 BUSINESS PROCESS OUTSOURCING – BPO

As organizations around the world s t r ive to improve the

quality of their processes while managing their bottom l ines,
Business Process Outsourcing has become the new imperative.
Wipro Spectra mind, India' s largest third- party offshore BPO
provider, partners with their clients to provide a full spectrum
of BPO services covering all f ive levels:
Data entry
Rules- set processing
Decision- making
Direct customer interface
Expert knowledge services

Wipro further club i t s vast IT solutions experience of two

decades and a diverse domain expertise to serve Fortune 500
customers worldwide. For example, a leading Fortune global
PC manufacturer chose Wipro Spectramind for outsourcing
technical support to achieve s ignificant cost savings while
improving and maintaining the quality of service delivery to
i t s customers

Wipro’ s Business Process Outsourcing portfolio

includes end- to- end solutions across a spectrum
of industries

SERVICE OFFERING
 Customer Interaction Services
The cost of acquiring a new customer i s f ive t imes the cost of
retaining an old one. And hence i t i s important that your
customer interaction i s managed in the best possible way.
Customer Interaction Services at Wipro are tailored to
provide superior customer interaction and hence leverage
every customer relationship to the fullest. Wipro’ s portfolio
includes a whole gamut of customer facing offerings
including 24 / 7 customer support through voice ( in- bound
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 and

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 out- bound calls), e- mail and web mediums, telemarketing
services, technical support services and employee IT helpdesk
services. Wipro serves multiple industries including
insurance, banks, f inancial services companies, retailers and
OEM' s .
Click on the l inks below to view each service offering in
detail:
Customer Support Services
Telemarketing Services
Technical Support Services
IT Help Desk Services

BENEFITS
The key benefits of using Wipro’ s customer interaction
services include:
Improved customer service levels
Reduced customer support/ marketing costs
Higher sales conversion rate
Enhanced f lexibility to manage service peaks and
t roughs, product l i fecycles
Homogeneous, clearly defined processes across
geographies
Greater coverage and number of interactions with
customers
CUSTOMER SUPPORT SERVICES

Wipro’ s customer service offerings aims at creating a virtual

customer service center to manage customer concerns and
queries through multiple channels including voice, e- mail and
chat on a 24 / 7 basis. Examples of this include customers
calling to check on their order s tatus, customers calling to
check for information on products and services, customers
calling to verify their account s tatus, customers calling to
check their reservation s tatus etc.

TELEMARKETING SERVICES

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 Wipro’ s telesales and telemarketing services target
interaction with potential customers for " prospecting" i . e.
either for generating interest in products and services, or to
up- sell and cross- sell to an existing customer base or to
complete the sales process on- l ine. Examples of this
service include outbound calling to sell wireless services for
a
telecom provider, outbound calling to retail households to sell
leisure holidays, outbound calling to existing customers to
sell a new rate card for a mobile service provider or outbound
calling to sell credit/ debit cards

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 TECHNICAL SUPPORT SERVICES

Wipro’ s technical support offerings include round- the- clock

technical support and problem resolution for OEM customers
and computer hardware, software, peripherals and Internet
infrastructure manufacturing companies. These include
installation and product support, up & running support,
t roubleshooting and Usage support. Examples of this service
include customers calling to resolve a problem with their
home PC, customers calling to understand how to dial up to
their ISP, customers calling with a problem with their
software or hardware.

EMPLOYEE IT HELP- DESK SERVICES

Wipro’ s employee IT help- desk services provide technical

problem resolution and support for corporate employees.
Examples of this service include level 1 and 2 multi- channel
support across a wide range of shrink wrapped and LOB
applications, system problem resolutions related to desktop,
notebooks, OS, shrink- wrapped products, connectivity etc.,
office productivity tools support including browsers and mail,
new service requests, product usage queries, IT operational
i ssues, routing specific requests to designated contacts and
remote diagnostics ( password reset, desktop control).

 FINANCE AND ACCOUNTING SERVICES

Finance & Accounting Services provided by Wipro ranges

f rom general accounting to specialized services such as
t reasury and cash management services.

THEIR OFFERINGS INCLUDE:

Billing services
Account payables
Account receivables

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 General accounting
Tax management
Treasury & cash management

Benefits
One s top- shop for all f inance & accounting services
Lower f inance & accounting overheads
Greater accuracy and faster processing
Optimized collections, tax management, r i sk management,
f inancial reporting etc.
Leverage Wipro domain expertise in f inance

 PAYMENT SERVICES

Wipro’ s payment Processing Service offerings fall under the

purview of back office operations and they can operate
virtually any labor- intensive payment process, even those that
are unique to your industry. their services here include loan
processing, claims processing, application processing, credit
and collections, reconciliations, accounts payable, t ime and
expense re- imbursement, vendor payments, benefits
administration, payroll and other industry specific functions.
Their offerings include Check Processing
Credit/ Debit Card Processing
Other Payment Services

Benefits

Reduce payment- processing costs

Reduce payment- processing t ime
Greater quality and accuracy of payments

 INDUSTRY ADMINISTRATION SERVICES

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 Wipro’ s industry administration services provide t ransaction
processing to diverse industries in the service sector where
large t ransaction processing takes place on a routine basis.
These include industries l ike insurance, banking, f inancial
services, mortgage etc.
Wipro’ s service offering in this area includes: -

Insurance Processing

Mortgage Processing
Benefits
Leverage industry/ domain expertise
Reduce t ransaction processing costs
Reduce t ransaction processing t ime
Greater quality and accuracy of t ransactions

Insurance Processing

Our insurance processing services provide specialized

solutions to the insurance sector and support critical business
processes applicable to the industry r ight from new business
acquisition to policy maintenance to claims processing.

These include:

New Business Acquisition

Inbound/ outbound sales
Initial Setup
Inbound/ outbound sales
Initial Setup
Case Management
Underwriting
Risk assessment
Policy i ssuance
Policy Maintenance

Record Changes- Name, Beneficiary, Address

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 Collateral verification
Surrender
Audits & Reinstatement
Accounts Receivable
Accounting & Reconciliation
Claim Overpayment
Customer service - voice/ email

Claims Processing

Claim Set Up
Eligibility
Duplication
Validate Reserves
Medical Supplemental
Provider Excess Reinsurance
Specific Excess Reinsurance
Adjudication
Account Settlement

Mortgage Processing

Our mortgage processing services offer comprehensive

solutions to the mortgage sector mapping the complete
industry business processes ranging f rom business acquisition
services to collections. These include:

New Business Acquisition

Inbound/ outbound enquiries

Loan form data entry
Collateral checks
Appraisal Title Checks

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 Credit checks
Property valuation
Title checks
Property Insurance checks
Legal clearances

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 Underwriting Disbursement

Credit evaluation
Appraisal amount
Checks for all other supporting
Money disbursement
Billing
Servicing Collections Maintenance

Early and overdue collection calls

Asset Management
Overdue payments processing
Accounting and reconciliation

HR PROCESSING SERVICES

Knowledge organizations today realize that employees are the

back- bone of the enterprise and hence i t i s imperative that
employee processes, especially those impacting employee
relations and employee satisfaction need to be managed well.
We provide a comprehensive suite of HR Processing services
ranging f rom payroll services to benefits administration to
personnel administration, hiring, recruitment and t raining.
Our HR offerings include

Payroll services
Receipt and analysis of payroll data
Reporting and payment of payroll taxes
Issuing payments ( via check or electronic payment) and reports
to employees
Issuing payments to third parties ( for example, employee IRAs)
and reporting of data to end user

Benefits administration
Distribution of healthcare and retirement plan information
Managing eligibility
Answering questions regarding coverage

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 Leave t racking
Maintaining retirement earning histories, enrollments,
retirement or vested r ights estimates, and benefits termination
administration
Personnel administration
Employee relations
Employee l i fe cycle
Employee communication
Bringing new hires on board
Relocation and expatriation administration
Labor management and local compliance i ssues

Personnel administration
Employee relations
Employee l i fe cycle
Employee communication
Bringing new hires on board
Relocation and expatriation administration
Labor management and local compliance i ssues ( such as
working t ime directive)

Education and Training

Training needs identification
Training administration
Specialized t raining requirements

Benefits
Higher employee satisfaction levels

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 Lower HR and Recruitment overhead
Less employee turnover
Higher yield rates and shorter hiring t imes

SUPPLY CHAIN SERVICES

Supply chain management i s a crucial tool for companies
today to control their bottom l ines and hence improve
profitability. Wipro provide supply chain services across the
complete material management l i fecycle ranging from raw
material sourcing to f inished goods handling to retailing
solutions. Supply chain services include:
Inventory Management
Direct Procurement
Transportation Administration
Logistics and Dispatch

Benefits
Better supply chain/ inventory management
Services r ight across the supply chain spectrum
Bottom l ine savings and lesser procurement costs
Shortening of the delivery cycle

KNOWLEDGE SERVICES
Knowledge Services f rom Wipro cover the entire data
management needs ranging f rom data entry to data analysis
and subsequent decision support through data mining. Wipro
also provide R& D infrastructure and support services.
Examples of this service include assisting a pharmaceutical
company in i t s new drug discovery through outsourcing
arrangement of i t s R& D lab, providing vertical specific
engineering and design support for automobiles etc.

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 Benefits
Productivity enhancements in terms of data processed/ output
Cost savings per R& D project
High Quality engineering and design support

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 CHAPTER-5

ANALYSIS &
FINDINGS

WIPRO’ S ROLE BEYOND BUSINESS

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 As a responsible corporate citizen, Wipro i s deeply committed
to the society, in which i t l ives and work. This commitment
takes the form of many initiatives. Some are outlined here :

Applying Thought in schools

To Wipro, the future of the society depends on the ability of

i t s children to think analytically and creatively, and
be l i felong learners. Wipro believes that the conventional
education system i s not equipping children with such
abilities. Children must acquire the skill of how to learn,
rather than being overwhelmed with a large amount of
information, and must enjoy the process of learning, so that
what i s learnt i s retained.
The mission of the ' Wipro Applying Thought in Schools'
program i s enhancing creativity and problem solving skills
among children by catalyzing systemic changes. Recognizing
that the teacher has the most profound influence on a child' s
learning ability, at the heart of Wipro’ s program i s teacher
empowerment and re- skilling. The teacher re- skilling program
was launched in May 2001 , to provide comprehensive t raining
on innovative teaching and assessment methods, and support
their active implementation within the classroom. Begun f i
rst in Bangalore, i t s success has enabled Wipro to take i t
forward to other cities in India.
Wipro i s reaching out to parents in an attempt to change their
world- view of the purpose of education. A program to t rain
parents i s being put together, to enable them to help their
children acquire l i fe skills, and support the changes being
brought about in the school.
The school management, including the Principal, i s the
integral part of the program to bring about systemic changes
within the school to create an environment for quality
education. Wipro i s helping the school management recognize
specific systemic changes and assist in i t s implementation. As
the program scales up, Wipro would lead changes in the
curriculum and examination system. For accelerating the
systemic changes at the national level, Wipro Forum on
quality in education has been launched. The forum i s intended
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 to work as a platform for sharing ideas and as a pressure
group to bring about systemic changes.
Promoting mind leaders
At Wipro, a natural extension of " Applying Thought" was to
promote the many talented youngsters in India, in the f ield of
chess. While Wipro took many promising youngsters under
their wing, their ambition saw f ruition when P Harikrishna, at
15 , became India' s youngest chess Grandmaster. His victory
bore testimony to the fact that " Applying Thought" i s not
just a business philosophy, but also an approach to success in all
human endeavor, be i t at work or play. This has further
s t rengthened Wipro’ s resolve to make India a chess
superpower. And thus, Wipro i s nurturing f ive more budding
talents in the future.
Wipro i s highly sensitive to the impact of their business
activities on environment and society. This i s reflected in the
measures taken to monitor and control resources and activities
that interact with nature and people

Environment, health and safety policy

Wipro i s committed to providing a safe and healthy work
environment to all the employees and associates. This i s done
with the help of suitable management systems that are aimed
at:
➢ Prevention of accidents
➢ Conservation of natural resources
➢ Prevention of pollution and hazards
➢ Compliance with legislation and regulations that are
relevant to our organization
➢ Development of safe work practices by regular t raining to
employees and support s taff
➢ Periodic review of systems and processes aimed at
continual improvement

Wipro’ s efforts to improve their s tandards continuously and

put an effective Environmental Management System ( EMS) in
place has resulted in them being awarded the ISO 14001
certification.

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 This in effect certifies that Wipro as an organization has a
series of international s tandards for EMS, voluntary s tandards
that establish and objectively evaluate EMS, ' Process
Standards' and not just ' Performance Standards', a
s tandardized and internationally recognized blue print for
effective EMS and a f rame work for setting and establishing
EMS.

Wipro environment initiatives are: -

Wipro' s EMS initiatives are designed for optimum utilization
of natural resources and constant monitoring of environmental
impact while providing service.
Some of the initiatives under this umbrella include:

Energy audit/ Energy conservation

Water management
Land contamination management
Waste management
Employee health and safety
Adoption of parks
Effective s tationery usage
Overcoming resource depletion

Benefits
The benefits of these initiatives are:

Products/ services are processed under a controlled environment

Reduction of energy consumption by 10 %

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 Better monitoring and control systems
Increased awareness among employees resulting in 38 %
reduction in food wastage
Quarter- on- quarter reduction of 10 % in water consumption f rom
conservation measures

WIPRO RATING

At a t ime when performance can be the only real indicator of

a company’ s credentials, Wipro’ s results speak for
themselves. Ranked India' s most valuable company by
Business Today and 16 th among the software services
companies in the world by Business Week, Wipro has had a
Cumulative Annual Growth Rate ( CAGR) of 50 % over the
last f ive years, exhibiting s tability, profitability and growth r
ight f rom inception.
Strong fundamentals l ike quality, integrity, and supreme
customer service have been the drivers of Wipro’ s growth.
Wipro i s convinced about the long- term value proposition of
the company - which i s based on their technical depth, quality
leadership and an attractive value for money proposition .

DIVIDEND TRACK RECORD AT WIPRO

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 yea Shares Outstanding Dividend per share Total Dividend (
r ( million) ( Rs ) Rs million)

1989 1 . 84 2.5 4.6

1990 3 . 70 2.5 9.2
1991 3 . 70 2.5 9.2
1992 3 . 70 2.5 9.2
1993 7 . 40 2.5 18 . 4
1994 7 . 40 2.5 18 . 4
1995 15 . 30 2.5 38 . 20
1996 15 . 30 2.5 38 . 20
1997 15 . 30 2.5 38 . 20
1998 45 . 83 1.5 68 . 70
1999 45 . 83 1.5 68 . 70
2000 229 . 16 0 . 30 68 . 70
232 . 44
2001 0 . 50 116 . 22

WIPRO INNOVATION
One of the four values articulated in Wipro’s Promise statement, Wipro believe innovation is a critical factor
in fuelling our growth. At Wipro, innovation is defined as the implementation of a new idea that results in a
marketable product or service. This definition ensures that creative brilliance is converted to business realities
as a result of strong processes and focused initiatives.

Wipro has realized significant business value from targeted and focused innovation programs — the benefits
of which have been passed on to our customers. This enterprise-wide focus on innovation has led to important
self-sustaining initiatives that include Flow-Brix for the publishing industry and Home Gateway, Wipro’s
residential gateway solution. Wipro’s innovation process comprises:

Theme labs
At Wipro, innovation happens around selected core themes that are strategic to them. Each theme has a theme
lab targeted towards IP or component development. Some core themes that we have taken up include:

➢ Home networking
➢ Knowledge management & collaboration

➢ Content commerce

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 Innovation council
Wipro’ s Innovation council i s a core team that takes ideas
f rom concept to solution. I t has a unique approach that
involves " crossing gates". Thus, the f i rst gate i s the idea gate
where the idea originates. This i s followed by the evaluation
gate where i t i s analyzed in depth. Once through this gate,
the idea must go through the commitment gate, which allocates
resources for the project. At the development gate, the proof
of concept i s put up and the idea i s expected to bring in the
f i rst purchase order. Once the product i s launched, i t goes
through the volume gate f rom where i t i s absorbed in normal
business.

Advisory board
Guiding Wipro’ s innovation initiatives i s an advisory board
that consists of top- notch academicians, industry experts and
leading consultants from India and abroad.

WIPRO INITIATES INNOVATION

The latest initiative from the Wipro group centers around

ideas that can evolve into a potential business opportunity.
Called `Innovation', the company' s s t rategy for cultivating
corporation- wide ideas marks the third corporation- wide
exercise after Wipro branding and Six Sigma initiatives. In a
planned initiative ( which took two years to put together), IT
player Wipro Infotech i s all set to f inetune and unleash i t
s
`Innovation' programme the Phase Gate Process/ Approach as
an instrument to expand business opportunities backed by
f resh ideas, especially in the area of offering end- to- end
customer satisfaction. Interestingly, Wipro Infotech says that
this method i s expected to be a key contributor to the
company' s efforts to s tep up i t s consulting foray in the Indian
and APAC market. Now the process i s done and both Wipro
Technologies and Wipro Infotech will each f inetune this
programme to arrive at their specific process for innovation.
I t ' s all about f inding out the latent customer needs
and
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 converting them into marketable services, said Wipro Infotech
general manager Anil K Jain.

With this, Wipro Infotech has put together a 20 - member

special team who' s sole responsibility will l ie in generating
ideas based on market t rends and customer requirements
which will both contribute towards better customer
satisfaction and become a revenue- generating business
practice. Take for example, Wipro Infotech' s IT Optimisation
practice. This practice which i s now part of our consulting
business was a result of our Innovation programme. We
arrived at a formula, which could audit the customer’ s
infrastructure and optimise i t for him. This i s now a regular
paid- for consulting practice at Wipro Infotech, Mr Jain says.
The whole team gets to work knowing fully well that a
particular process may or may not work. So the inherent r i sk
element i s factored in and the top management commits
resources after understanding that.

On the specifics of the approach the entire process of

ideation/ innovation i s divided into f ive gates s tarting with the
Idea Gate where the ideation happens. This i s followed by the
Evaluation Gate where the idea proposed i s put through
r igorous analysis. Once an idea i s passed on from this s tage,
next follows the Commitment Gate where the resources to the
project are committed. Finally i t ' s the Volume Gate where the
practice i s launched and becomes part of the normal.

WIPRO’ s VALUES
Their values are extremely important to them and form the
bedrock of their vision and plans. Values are an integral part
of Wipro culture and present a common face to our customer.
The four Wipro values: Human Values, Integrity, Innovative
Solutions and Value for Money are encapsulated in their
promise to the customer and in our identity.
These values shape our thinking, our behaviour, our culture
and how we come across to our customers, partners and to the
world at large .
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 SWOT Analysis Report

Over $8 billion worth revenue, Wipro Ltd. is well known as the leading provider for IT
solutions and services, worldwide. But the company is also spread in segments like Aerospace,
Automotive, Banking, Communication Service Providers, Consumer Goods, Energy,
Engineering & Construction, Government,
Healthcare, Hi-Tech, Insurance, Manufacturing, Media, Entertainment & Publishing, Medical
Devices,
Natural Resources, Network Equipment Provider, Pharmaceutical & Life Sciences, Professional
Services, Retail, Securities & Capital Markets, Transportation, and Utilities. The company is
also engaged in providing services in segments like Analytics, Applications, Business Process,
Cloud, Consulting, Digital, EcoEnergy, Information Management, Infrastructure Services,
Internet of Things, Managed Services, Mobility, Open Source, and Product Engineering.

Wipro Ltd. is the principal company of the Azim Premji group. The group was incorporated in
the year 1945 as a manufacturer of vanaspati, refined edible oil, etc. The company operates
through different divisions namely Wipro Technologies, Wipro InfoTech, Wipro Consumer
Care and Lighting, Wipro Infrastructure Engineering, and Wipro GE Medical Systems. Wipro
Ltd. has its business and goodwill spread around the world, with major presence across
continents like Asia, Australia, Continental Europe, Latin America, North America, and Africa.

In 2014, the group flourished its business with 17 % growth rate in sales to Rs. 453,457 million.
It earned an increased profit of 29% over the previous year to Rs. 79,471 million in 2014. In the
same financial year, the company invested as equity in its subsidiaries approximately of US
$114 million. The company keenly invest its expertise keeping the customer interest by
providing consistency. It upgrades the customer experience for quality services by pioneering
methodologies like Six Sigma, PCMM and Lean. Globally, it is the first software company to
achieve Level 5 SEI–CMM. Also its world’s first IT Company to achieve Six Sigma and attain
Level 5 PCMM.
Corporate governance of the company outlines ethics, transparency & accountability, goods &
services that contribute to sustainability. It promotes well being of employees, respects the
interest of underprivileged, susceptible and marginalized groups of stakeholders. It is involved
in the promotion of human rights, protect and restore environment, supporting inclusive growth
and equitable development and provide value to our customers.

SWOT Analysis of Wipro Technologies with USP, Competition, STP (Segmentation, Targeting,

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Wipro Technologies
 3. Increasing cost of Human capital

Competition

1. TCS
2. Infosys
Competitors 3. Mphasis

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 CHAPTER-6

CONCLUSION,
SUGGESTIONS
&
QUESTIONNARIES

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 CONCLUSION

At Wipro Spectramind, our years of experience with the

world' s leading companies have helped us understand how
technology can help global businesses meet their needs.
Wipro Spectramind Service Delivery Model
For BPO projects, Wipro follow the Wipro Spectramind
Service Delivery Model, which i s a robustly defined
f ramework to manage the complete BPO process migration
and t ransition management and has been developed based on
the experience gained from migrating more than 390 remote
business processes to India over the past ten years. This
proven service t ransfer platform i s designed to ensure
process integrity and minimize inherent migration r i sks.
The model includes a t r ied and tested Transition Toolkit to
support t ransition management by ensuring that there i s a
documented methodology with formats, tools, guidelines and
past learning’ s in place to aid the t ransition team in de-
r i sking the t ransition of a customer' s processes and reducing
the pain of migration as much as possible. A coordinated
project management system captures critical client
documentation and incorporates an extensive knowledge base
that assists the t ransition management team in understanding,
duplicating, and migrating mission- critical business
processes.
The model has four key s tages, as shown in the diagram below
and the objectives, activities, skills and responsibilities at
each s tage are different

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 SUGGESTIONS

With a relentless focus on quality & processes, Wipro has set

international benchmarks in execution excellence that has
translated into measurable business benefits for their customers.
Wipro offer their clients the advantages of:

360 - degree solutions

From strategy to execution, Wipro has the capabilities to provide
their customers with seamless, one- s top solutions. Be it getting
closer to their customers or getting products to market, Wipro
address the entire spectrum of technology needs.

Quality leadership
With an integrated quality approach of Six Sigma, SEI CMMI
Level 5, SEI CMM level 5, PCMM Level 5 and ISO 9000 , Wipro
have set international benchmarks in quality. However, they
never lost sight of the fact that this focus on quality must
ultimately translate into benefits for their customers: Post-
release defects at 0 . 2 per KLOC, amongst the lowest in the
industry 91 % projects completed on schedule as opposed
to an industry average of 55 %
98 . 5 % requests serviced on t ime Productivity ( loc/
person day) of 74 % as opposed to an industry average of 58 %

Measurable business results

The primary driver for IT outsourcing i s value and Wipro
f i rmly believe that the delivery of this value must be through
measurable business results. Wipro have consistently
exceeded customer expectations by delivering on calculable
parameters, be i t lower costs, quicker t ime- to- market or
greater productivity .
7 5 % f as t e r t ime- t o - mar
k e t 3 5 % co s t sav i n g s
3 5 % p r o d u c t i v i t y en h an cemen t s

Proven track record

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 Wh en Wip r o t a l k s ab o u t d e l i v e r i n g v a l u e , t h ey b ack i t w i t h a
p r o v en t r ack r eco r d t h a t sp an s cu s t o mer s a r o u n d t h e g l o b e . C h
eck t h es e f acts : 8 5 % cu s t o mer a r e " mo r e t h an s a t i s f i ed " w i t h
Wip r o s e r v i ce 300
c l i en t s ( 5 0 o f t h em a r e F o r t u n e 5 0 0 co mp an i es )
C u s t o mer s a t i s f actio n i n d ex o f 4 . 2 o n 5 . 0 Lar g es t o r d e r t h r o
u g h cu s t o mer r e f e r r a l

WIPRO FLUID PLANS EXPANSION TO CHINA,

RUSSIA AND S. A.

Encouraged by the good response i t has generated so far in

certain overseas markets, Wipro Fluid Power, the engineering
division of Wipro today said i t would expand operations to
China, South Africa and Russia. " We are exploring some
overseas markets l ike South Africa and Russia to sell our
products. Our next target will be China," WFP president M
Seethapathy Rao said.

WFP, one the oldest divisions of i t solutions provider major

Wipro, was the second in l ine during i t s t ransformation from
a consumer durable company to i t major. I t i s India' s top f luid
power company with a leadership position in hydraulic
cylinders and t ruck t ipping systems. They are already
exporting the bulk of our products to Japan, Thailand and
some other countries. As part of the special emphasis on
exports we are also exploring new markets," the president
said.

Rao said the division was now contributing over Rs 100 crore
in the total turnover of Wipro. About f ive per cent of this
came f rom exports. They hope that the share of exports in our
total turnover will be over 15 per cent during the next 18
months. Rao said WFP was perhaps the only company in the
f luid power business in India to have a s t rong in- house design
centre backed up by a comprehensive and modern
manufacturing base supported by extensive quality systems
and an all- India support network of sales and service.

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 QUESTIONNAIRE

1) Are you customer of Wipro Company?

Tick mark from the following:

a) Yes b) No
(If yes, than) (If No, than)

Tick mark from the following, have you using till date?

2) Which products of Wipro you are using? 2) Which other company’s products

a) Desktops a) HP
b) Enterprise servers b) ACER
c) Packaged Software c) HCL
d) Enterprise products d) IFB
e) Notebooks

3) Since how long years you are using Wipro’s products?

a) 0-1 year

b) 1-2 year

c) 2-3 year

d) More than 3 years

4) Do you easily get our products from market?

a) Yes b) No

5) How frequently do you change products of Wipro Company?

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 Tick mark from the following,

Desktops Enterprise Packaged Enterprise Notebooks

servers Software products
0-2 years
2-4 years
more than 4
years

6) What are the reasons for using products of Wipro Company?

(Rank accordingly, Lowest 1 and Highest 5)

a) Price 1 2 3 4 5
b) Appearance 1 2 3 4 5
c) Quality 1 2 3 4 5
d) Function 1 2 3 4 5
e) After sales services 1 2 3 4 5

7) Does Wipro’s service man regularly visit your home for service?

a) Yes b) No

8) In how much time was your complain resolve?

Tick mark from the following,

a) Within 24 hours
b) 24 hours
c) More than 24 hours

9) Do you pay some extra money for complain resolving?

a) Yes b) No

10) Are you satisfied with following aspects of Wipro product which you are using?

Satisfied Neither satisfied Not satisfied

nor dissatisfied

a) Software compatibility 1 2 3
b) Accessories 1 2 3
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 c) Price 1 2 3
d) Features 1 2 3

BIBLIOGRAPHY
BOOKS:-

 Kothari, C. R. Research Methodolgy, 3 r d Edition, 1997

, Vikas Publication House Pvt. Ltd. , New Delhi

WEBSITES:-

 https://www.wipro.in
 https://www.carrental-india.com/gifs
 https://www.cec.globalsources.com/
 https://www.azimpremjifoundation.com/
 https://www.en.wikipedia.org/wipro_Technologies
 https://www.wiprocorporate.com/index.asp.htm
 https://www.wipro.in/resources/brochures/wiproprofessionalservices.pdf
 https://www.wipro.com/prodesign/complateform/popup.htm
 https://www.wipro.in/cmsincludes/includes.res_events/Wipro-linux.htm
 https://www.wipro.com/aboutus/images
 https://wwwwipro.in/itservices/professionalservices/enterpriseservices/
flowchart.jpg
 https://www.wiprotechnologies.com
 https://www.indiabulls.com
 https://www.icicidirect.com
 https://linkedin.com/wipro

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