Term paper

Of

Technology strategy

Submitted to: Submitted by:

Mr. Pranav ranjan Navjot kaur

Regis: 3020060024

Sec: R1601

BBA-MBA

Company: Infosys

Introduction about company

Infosys Technologies Limited is a leader in software development and was co founded by N.R.

Narayana Murthy and a group of seven IT professionals in the year 1981 with an investment of

$1000. He emerged as the company's chairman and CEO and is regarded as a great manager

because of his numerical abilities and Western style of management. It has created several firsts

in Indian industry like being the first Indian company to be listed on NASDAQ in 1999 and the

first to provide employee stock options plan (ESOP).

The company opened its first international office in USA in 1987. It became a public limited

company in 1992 and offered its IPO in three of the nine Indian exchanges in 1993. It received

its ISO 2001 certification in 1993 and opened other development centers in India in 1995.

By 1995 the firm was worth $200 million, had 900 employees and annual revenue of $20

million. It opened its first European office in United Kingdom in 1996. Infosys established its

headquarters in Bangalore as there the workforces were not required to be unionized, benefits to

the workforce were relatively a minor cost, and there was a huge potential for profit.

The late 1990s was a time for exponential growth and the main reason for this was its offshore

software development model. By 2000 its market capitalization was more than $20 billion.

In 2003 it established subsidiaries in China and Australia. In 2004 it crossed $1 billion in

revenue. In 2006 its revenue crossed $2 billion and it completed 25 years.

Milestones

2009

Infosys selected as a member of The Global Dow

Employee strength grows to over 100,000

2008

Infosys crosses revenues of US$ $ 4.18 billion

Annual net profits cross US$ 1 billion

2007

Infosys crosses revenues of US$ 3 billion. Employees grow to over 70,000+

Kris Gopalakrishnan, COO, takes over as CEO. Nandan M. Nilekani is appointed Co-

Chairman of the Board of Directors

Opens new subsidiary in Latin America

Reports Q2 revenue of over US$ 1billion

Objectives of study:

1. To understand the CRM technology of company.

2. To understand their ERP technology.

3. To understand their demand software and problems regarding that.

CRM OF INFOSYS:

Customer Relationship Management systems are software applications that facilitate the

integrated management of customer services, marketing activities and sales. These systems

provide an enhanced ability to share information, improve customer tracking capabilities,

automation of routine services and facilitate customer contact.

Infosys believe in Making CRM a Daily Habit for Employees

The knowledge industry must design employee induction programs that focus on cultivating

customers. According to Infosys' expert, companies need to invest in people, processes and

systems to create a unique learning experience for employees.

In an article published on CRM Buyer, our expert discusses how a CRM-oriented training

program improves the customer experience and converts customers into brand ambassadors -

Rapid knowledge transfer

Hands-on experience of concepts

Alignment with business requirements

Focus on business processes and systems

Emphasis on uniform performance and efficiency

How CRM helpful for infosys :

1. Shared or distributed data

As companies realize that customer relationships are happening on many levels

(not just through customer service or a web presence), they start to understand the

need for sharing all available data throughout the organization. A CRM system is

an enabler for making informed decisions and follow-up, on all the different levels.

2. Cost reduction

A strong point in Customer Relationship Management is that it is making the

customer a partner in your business, not just a subject. As customers are doing their

own order entry, and are empowered to find the info they need to come to a buy

decision, less order entry and customer support staff is needed.

3. Better Customer Service

All data concerning interactions with customers is centralized. The customer

service department can greatly benefit from this, because they have all the

information they need at their fingertips. No need to guess, no need to ask the

customer for the n-th time. And through the use of push-technology, customer

service reps can lead the customer towards the information they need. And, most of

the time, the customer can do this on their own, as the CRM system (remember, the

3 P's) is more and more able to anticipate the need of the customer. The customer

experience is greatly enhanced.

4. Increased Customer Satisfaction

The customer feels that he is more "part of the team" instead of just a subject for

sales and marketing (the proverbial number), customer service is better, his needs

are anticipated. There is no doubt that customer satisfaction will go up. If the

products sold exceed the customer’s expectation, of course, no CRM system can

help you with shoddy products. In my opinion, the term satisfaction is a

contaminated. Many companies think that if customers are satisfied that this is a

good predictor for repeat business. However, this is not the case. Only delighted

customers have a great level of loyalty.

5. Better Customer Retention

If a CRM system can help to enchant customers, this will increase customer

loyalty, and they will keep coming back to buy again and again, hence customer

retention.

6. Loyal customers

Its also helping to increase the loyalty among the customers of Infosys

7. More new business

If you are delivering the ultimate customer experience, this will seed the word-of-

mouth buzz, which will spawn more new business.

8. More Profit!

More business at lower cost equals more profit.

 

Companies must adopt social Customer Relationship Management (CRM) applications to access

customer data and enable conversations between users. Social exchange increases collaboration

and provides intangible benefits, according to Infosys' expert.

In an article published at 1to1Media.com, our expert evaluates best-in-class approaches to

effective social exchange:

Integrate enterprise applications with social networks - Enable interaction with

groups of customers/ prospects, and enhance the efficiency of customer-centric operations by

tracking data and creating a knowledge base from conversations within communities

Integrate the CRM application with local data sources - Improve the performance of

geographically distributed teams through internal collaboration and knowledge sharing

Infosys makes its official leader board debut . Named our One to Watch in 2007, this Asian

provider of offshore services broadened its North American footprint to become a stakeholder

formidable enough to earn a spot as a Challenger in Gartner’s 2009 Magic Quadrant for CRM

Service Providers. (The research firm praised Infosys for “one of the highest percentages in on-

time, on-budget project delivery” and “above-average client satisfaction scores.”) The provider’s

international presence won points from analysts, while Wang lauded in particular the firm’s

“broad range of services that are well organized in industry offerings.”

The Winner

Deloitte sits atop the leader board for the third year in a row—but only by the slimmest of

margins. The New York–based firm benefited from its 2009 purchase of BearingPoint’s North

American Public Services practice after BearingPoint—itself a 2007 leader in this category—

filed for bankruptcy. Deloitte’s crisp CRM capabilities garnered the firm a 4.5 rating for ability

to execute—the highest in the category by half a point. One analyst says Deloitte is a shortlist

fixture because “customers assume they can solve almost any problem.” Ament agrees: “Clients

consistently praise Deloitte…for depth of expertise, comprehensive offerings, and value of

services delivered. In addition, its consultants are recognized as dedicated, collaborative, and

easy to work with.”

Other technology of Infosys:

Infosys deploys SAP solutions for RFID

This project is a step towards global RFID adoption, combining SAP's RFID platform

and applications with Infosys' robust implementation model for the RFID-enabled

enterprise

.

Fremont, California - Infosys Technologies announced that it has successfully implemented SAP

solutions for RFID for CHEP’s Global Track and Trace System.  CHEP, the global leader in

pallet and container pooling services, expects to use this system to provide real-time visibility to

its customers for their products as well as for tracking assets on which these products are

shipped.

“In utilizing advanced technologies to assist supply-chain-wide visibility, CHEP will bring

further value to its customers,” said Puneet Sawhney, Global Program Manager, RFID, CHEP.

“With Infosys’ extensive RFID experience and global implementation capabilities and SAP’s

proven solutions for RFID, CHEP is looking forward to realizing the promised potential of RFID

technology in real business-world environments across the globe.”

This project is a significant step forward for global RFID adoption, combining SAP’s RFID

platform and applications with Infosys’ strong thought leadership and robust implementation

model for the RFID-enabled enterprise. By delivering innovative, value-added solutions with a

low total cost of ownership (TCO), Infosys and SAP aim to help organizations adopt RFID

technology to both enhance their existing business models and pursue new ones.

“The partnership between SAP and Infosys signifies a step change in supporting enterprise-wide

adoption of Electronic Product Code (EPC) and RFID-enabled solutions,” said UB Pravin,

Senior Vice President and Executive Sponsor of RFID Program, Infosys Technologies. “Infosys

and SAP are committed to delivering innovative RFID solutions that strategically fit with our

customers’ business initiatives. We are proud to work on the deployment of SAP solutions for

RFID to manage returnable assets.”

Realizing the Benefits of RFID

CHEP manages more than 280 million pallets and containers from a global network of service

centers and identified a significant opportunity in using RFID technology to provide product and

asset visibility. CHEP will deploy the RFID-enabled Returnable Transport Item Tracking

solution from SAP built on state-of-the-art auto-identification, integration and event management

technologies provided by the components of the SAP NetWeaver platform to collect, monitor

and analyze real-time RFID information on products and assets moving throughout the supply

chain.

The solution includes the SAP Auto-ID Infrastructure, which serves as the foundation for the

EPC and RFID data and business logic; the SAP NetWeaver Exchange Infrastructure component

that translates and routes the actionable information into enterprise applications; and SAP Event

Management, which monitors and tracks events about assets and identity exceptions.

The CHEP Global Track and Trace System facilitates vendor managed inventory, yields greater

asset control and improved inventory management. In addition, enhanced monitoring will help

improve asset utilization and damage-tracking, so improvements can be made quickly and

effectively. The solution will also enable CHEP to open new avenues for business for

Automotive and Work in Process inventory tracking and allow the company to provide new

value-added services to its customers.

ERP Technology in Infosys :

ERP is a system architecture associated with business application software suites.

ERP, which stands for Enterprise Resource Planning, is associated with business application

software suites. What ERP does is serve as architecture for integrating business applications so

they act as one system even though each module can be implemented alone or ahead of the

others. The healthcare industry is focused on improving the quality of healthcare and operational

efficiency while reducing costs and optimizing back-end operations. To maximize profits, reduce

costs and achieve a seamless healthcare continuum, it is imperative to improve the efficiency of

back-end business functions across supply chain management, inventory management, patient

relationship management, human resources, finance and billing. It can be achieved by business

process optimization and technology enablement through successful Enterprise Resource

Planning (ERP) implementation.

Infosys has a dedicated ERP practice focused on ERP package implementations.

Our practice has rich experience in implementing leading ERP packages (Oracle PeopleSoft,

SAP, Microsoft Dynamics, Lawson). Our experienced domain consultants have extensive

experience in healthcare ERP, supply chain management, human resources, revenue cycle

management, patient relationship management and business process optimization.

We ensure maximum value realization from your Healthcare ERP-related IT investments by

leveraging our proprietary Value Realization Method™. In this method, the technology aspect of

ERP projects is coupled with value to identify the areas of operational improvement and

unrealized value potential. Business process improvements and Provider ERP package

configurations are targeted to deliver maximum improvements in operational Key Performance

Indicators (KPIs).

We train stakeholders on ongoing metrics management and benefits tracking, enabling

continuous enhancement of business processes and Provider ERP configurations as well as

alignment with changing business needs. Our ERP implementations focus on organization

change management to ensure end-user adoption.

Service Offerings

ERP Package-enabled business transformation

Package evaluation and assurance services

Compliance assessment (HIPAA, SOX)

Business process optimization

IT road map development

Global implementation and road map

Enterprise application and integration

Training and organization change management

Version upgrades

Maintenance and support (including Global Shared Support)

Business Process Outsourcing

The Infosys Advantage

We leverage Consulting capabilities and the Value Realization Method™ to track and

measure realized value from investments across all hospital back-end processes during ERP

implementations

Infosys' Interface Center of Excellence has rich experience in healthcare standards such

as HL7, DICOM, CCD, CDA, ANSI X12, ICD9/10. Our interface development services can be

leveraged by clients for seamless integration of back-end processes with core clinical systems as

well as with external organizations

We have proven frameworks and best practices-based methodologies related to

implementation of all leading ERP packages such as Oracle PeopleSoft, SAP and Microsoft

Dynamics. Our pre-configured solutions for hospitals can accelerate package deployment in

specific areas

Our solutions such as Radio Frequency Identification (RFID) for hospitals, dashboard

solutions for supply chain management and revenue cycle management, and ICD9 to ICD10

transformation solution can be leveraged by clients to enhance back-end operations

Function in Infosys of ERP : ERP applications can include any business function such as order

processing, human resources, or accounting. There is no definitive list of what business

applications make up an ERP system. Different software vendors will vary in what their ERP

package offers.

Technology: Because applications share common definitions for information, the system must

be developed with rules built into the database. Development of screens and reports can be

minimized because each application does not need to duplicate shared data update capabilities.

For instance, defining departments can be done in one place and shared by all applications. There

is no need to create departments individually.

Some problems of ERP to Infosys : ERP is an acronym for Enterprise Resource Planning, which

is an integration of information technology with practices of business management. Modern

technology merges with core business processes to accomplish different business objectives.

Essentially, ERP combines three components: Information technology, business management

practices, and specific business objectives. Basically, ERP is a computer-based software system

that combines all of a company's business operations into one wide system. (Non-profits and

governments use ERP as well.) Although the pros of ERP systems usually outweigh the cons,

some disadvantages are listed below.

1. Customization

Customization of ERP is quite limited. You might not find the option/feature to modify the ERP

to match your organization's key resource strengths and core competencies.

2. Cost

The installation of ERP can be quite expensive. According to academictutorials.com, ERP

installation cost for multinational companies can range between $30,000 and $500 million. In

addition to the installation cost, the annual license renewal cost can be very expensive too,

regardless of the size of the company or its profitability.

3. Technical Support

Sometimes the technical support personnel are not very helpful and give inept responses to

queries relating to ERP. Chances are company productivity will be significantly impacted owing

to the delay in having technical issues resolved in a timely manner.

4. Not User-Friendly

ERP systems aren't user-friendly. Specialized personnel are required to operate ERP, which

makes it even more difficult for company's workforce to truly benefit from this system.

5. Restrictive

ERP systems tend to be restrictive in that they do not allow flexibility when it comes to usage

and implementation.

6. Personnel Turnover

A company might have or hire employees who do not have thorough understanding of ERP

system. As mentioned above, the ERP system is not easy to use, especially for someone

unfamiliar with the company's operations. For this reason, new managers and employees may

propose certain changes that are inconsistent with the company's ERP.

Overcome from these problems: we know that customization of ERP is very limited so they

have to give their concentration on this part. They have to focus on ERP because they know that

ERP systems aren't user-friendly. Sp always try to avoid these types of problems. It will be more

beneficial for company.

Helpful for business goals:

We know that now scenario is changing day by day so it is very important for companies to

adopt latest technologies. Infosys is a biggest IT company in India. They are adopting new

technology for enhancing their business. These technologies are helpful for them. Customers are

attracting towards the organization. Their profits are increases day by day. Every organization

have only one aim to increase their profits and with the help of CRM they are improving.

On-demand software or Software as a Service (SaaS) is a strategy increasingly resonating with

small and medium businesses (SMBs). According to market surveys, more than 60 percent of

SMBs see on-demand software as a way to cut costs and increase productivity. Cashing in on

this trend, vendors are pursuing the SMB market aggressively because smaller and mid-sized

firms often lack enough dedicated IT staff to handle the operations and data backups.

References:

http://www.google.co.in/

#hl=en&source=hp&biw=1366&bih=677&q=history+of+infosys&aq=o&aqi=&aql=&oq

=&gs_rfai=&fp=8b16cfd71078b390

http://www.infosys.com/about/who-we-are/pages/history.aspx

http://www.infosys.com/CRM/Pages/index.aspx

http://www.infosys.com/CRM/offerings/Documents/oracle-siebel-CRM.pdf

http://www.infosys.com/offerings/industries/healthcare/industry-offerings/Pages/ERP-

implementation-services.aspx

http://www.ciol.com/ciol-techportal/content/ERP/News/2006/2061023890.asp

http://www.infosys.com/offerings/products-and-platforms/research-on-demand/request-

for-services/pages/terms-of-use.aspx