1.

How does Infosys’ customer-centric organization

compare with that of other companies? What
challenges does this organization try to address?
What tensions do these challenges create, and how
does Infosys deal with them?
How does • Infosys is the first Indian company to list in American
Infosys’ depository receipts on the NASDAQ stock market.
• In early 2000s
customer- it was made the WIRED 40
centric the BUSINESSWEEK IT 100

organization and the BUSINESSWEEK list of most

innovative companies
compare with • Infosys moved UP into more complex and
management-oriented activities, multi-national
that of other consultancies moved DOWN into IT and business
companies? process outsourcing.
What
challenges Three key challenges that the firm would have to
address to extend its success into the future.
does this 1. We need to stay relevant to our customers

organization 2. We need to create nonlinearity in revenue

growth by offering our clients superior value.
try to 3. We need to win the battle for talent.
address?
What tensions • Infosys had to anticipated its clients needs and built solutions to
them before they arose.

do these • Infosys built a massive Global Education Centre in Mysore, India

capable of training 4500 employees at a time.
challenges • Infosys recruit and nurture an international workforce with fluency in
many languages, and with knowledge, capabilities and experience
create, and thar enables them to credibly address the clients.
• Infosys maintained a near-obsessive focus on its customers with over
how does 95% of revenue coming from repeat customers.
• In Infosys client project is led by two project managers, one located
Infosys deal close to the client and the other in the offshore development centre.
• The engagement manager also monitors the project to ensure that
with them? we are progressing according to the clients expectation.