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World Class Manufacturing case study Infosys Global Delivery system

PRN Number 13020441257

A. Study and analyse the operational aspects of the Global Delivery Model (GDM) of Infosys. Answer - Global delivery Model is a large scale development projects that were divided into different categories. Those categories were as follows 1. The tasks that were carried out at the locations of the client. 2. The tasks that was to be carried out closer to the client. 3. The tasks that could be done in remote locations where processes were driven technology centre with highly skilled manpower were easily available. The operational aspects are as follows1. 2. 3. 4. 5. Client value. Leadership by example. Integrity and transparency. Fairness. Excellence. B. Analyze how GDM emerged as a source of competitive advantage to Infosys Answer These are some of the points that helped GDM emerged as a source of competitive advantage. 1. Knowledge capture. 2. Daily Handoffs. 3. Quality control. 4. Continuous improvement. 5. Mobilizing and de-mobilizing the staff as required. 6. Distribution of staff in on-site as well as off-site locations. 7. Recruiting and training right kind of people. 8. Billing for cross border teams. 9. Connectivity of the locations. C. Discuss the factors that contributed to the success of GDM. Answer The factors that contributed to the success of GDM are as follows1

1. 2. 3. 4. 5. 6.

Processes. Quality. Tools. Knowledge Management. Program Management. Risk Mitigation.

Processes includes the following options

1. Quality System Documentation (QSD)

Quality System Documentation (QSD) lists Infosys best practices in the form of processes. The QSD provides a vast repository of detailed procedures, templates, standards, guidelines and checklists. The QSD is updated every four months.
2. Body of Knowledge (BOK)

The Infosys Body of Knowledge (BOK) is a forum to share knowledge gained from experience. It is a central repository of experiential knowledge that can be tapped by peers at Infosys.
3. Process Assets The repository of process assets facilitates the dissemination of "engagement learning" across Infosys. A process asset is information gleaned from an engagement that can be reused during the future engagements. 4. Process Database

The Process Database is a software engineering database to study the processes at Infosys with respect to productivity and quality.
5. Process Capability Baseline (PCB)

Process Capability Baseline (PCB) maps out the performance of the process, i.e., what level of productivity and quality can be expected when following the process.
6. Tools Repository

The Tools Repository is a centralized repository containing a list of tools that have been evaluated. Quality Includes Quality is ensured across all our processes, interfaces and outputs in management, core and support processes. It helps them to deliver long-term excellence, and ultimately, predictability of returns, through the Global Delivery Model (GDM), to all stakeholders. Tools Includes

1. Integrated project management Integrated project management (IPM) is our Web-based tool for engagement management. It facilitates efficient and effective project management and addresses the functionality of a typical professional services automation framework. IPM supports the Infosys Global Delivery Model and SEI CMM Level 5 processes. 2. Process database The process database captures all project-performance-related metrics at Infosys. This data is used as a framework to construct the organization's process-capability baseline, which is used by project leaders to estimate effort, schedule tasks and predict defect levels during the engagement planning phase. 3. InFlux InFlux is the Infosys methodology used to define effective IT solutions for enterprise initiatives. It maps the business-process view for all IT initiatives, making it possible to understand the impact of IT on specific processes. Its framework is based on the digital concept of an extended organization that includes suppliers, customers and partners. InFlux allows you to study the roles of different systems and entities and how they function. 4. PRISM Project reviews by Infosys senior management (PRISM) is a Web-based intranet tool to automate the workflow for reviews, in line with engagement schedules and plans. The PRISM tool is a review mechanism that offers a clear picture of the engagement risks involved for the client as well as for Infosys. It also drives process improvement and sharing of best practices. Knowledge management at Infosys provides end to end workforce collaboration and knowledge management services including knowledge management process consulting, collaboration, Knowledge management application. Their knowledge management services helps clients to assess your needs, evaluate technologies, and recommend solutions, in the context of your business problems. Their practices focus from practitioners viewpoint and focuses on all aspects of planning. Program Management The project management processes followed by Infosys are in line with the SEI CMM Level 5 requirements. These processes address key aspects of a project across the project life cycle, including:

Project planning Project monitoring, reporting procedure and review mechanisms Project risk management Configuration management Change management Issue escalation and resolution Intra-engagement communication with client managers At the outset of every engagement, our robust planning and estimation processes delineate all aspects of the project, including:

Project profile Project processes related to life-cycle, change management, requirements traceability, process tailoring, etc. Deliverables and effort estimates Goals and milestones Project tracking: Tasks, issues, quality, client feedback, reviews, reporting, escalation Defect estimates and defect prevention Project team roles, skills, key personnel, training Risks and mitigation plan Project management and project quality processes are strengthened by the use of a variety of custom-built as well as third party tools, which help them to manage the complexities of the Global Delivery Model (GDM). Risk Mitigation At Infosys, a detailed plan for risk identification, monitoring and mitigation is a part of project planning. It covers risk identification, prioritization and mitigation options. Our business continuity plans are focused on: Infrastructure

Well-defined business continuity and disaster recovery plans at the organization and client level De-risked global development centers State-of-the-art, fail-safe network connectivity with multiple fall-back options Interoperability to ensure seamless relocation Locations set away from potentially conflict-ridden zones Fully-equipped Offsite Disaster Recovery Facility in Mauritius


Stringent physical security and network security Secure human resources practices Regular external audits to ensure compliance and cover blind spots Confidentiality and Privacy

Access restrictions and controls for all information assets Context-dependent security measures including physical isolation of projects, if needed Legal agreements with employees to ensure compliance Agreements under relevant jurisdiction for the client People

Built-in redundancies for key personnel Back-up of project artifacts and experiential repositories D. Examine the challenges faced by Infosys from foreign and Indian software companies Answer The main challenges faced by Infosys from foreign companies and Indian software companies are as follows 1. Infosys is heavily dependent upon U.S. companies and they may face turmoil when all U.S. based companys backs out or invests little. This happened to them during 2008 U.S. Recession. 2. Growing competition from other countries like China and Philippines. 3. Low cost and high value custom based solutions made by competitors. 4. To implement verticalized structure adopted by Wipro technologies. 5. Predatory pricing.