SUBMITTED BY:

SUBMITTED Abhishek Singh

TO:
Esha Joshi
Dr. Vijay Rao Hemant Kumar
Meenakshi Sharma

Priyanka Sharma
 ACKNOWLEDGEMENT
We would like to extend our sincere gratitude to DR.
Vijay Rao for providing us with the opportunity to
explore the intricacies involved in the making of the
project and for his support. It was a wonderful
experience for us to work as a team. We have put in
our best efforts and tried to make the project as
informative and understandable as possible.

Flextronics Software Systems (FSS) is an end to

end communication solutions provider, with more
than 200 customers all over the world, in the
Telecom infrastructure, Service Provider, and
Business Process Outsourcing sectors.
 TABLE OF CONTENTS

• WHAT IS MIS?
• WHAT IS BPO?
• FLEXTRONICS SOFTWARE SYSTEMS
• FLOW OF INFORMATION IN FLEXTRONICS
• TECHNOLOGY INFRASTRUCTURE
• ORDERING OF THE PRODUCT
• MIS FOR CUSTOMERS
• CUSTOMER INTERACTION SERVICES
• IS USED HRM / IS USED FOR DEALERS
• ERP SOFTWARE
• CRM SOFTWARE
• IMPLEMENTATION OF CRM
• NETWORKING
• SECURITY
• SYSTEM REQUIREMENTS
 WHAT IS MIS?
Short for management information system or
management information services, and
pronounced as separate letters, MIS refers
broadly to a computer-based system that
provides managers with the tools for
organizing, evaluating and efficiently running
their departments. In order to provide past,
present and prediction information, an MIS can
include software that helps in decision making,
data resources such as databases, the
hardware resources of a system, decision
support systems, people management and
project management applications, and any
computerized processes that enable the
department to run efficiently.

Within companies and large organizations, the

department responsible for computer systems
is sometimes called the MIS department.
 WHAT Is Business
Process Outsourcing
(Or BPO)?
Business Process Outsourcing (or BPO)
refers to a decision to sub-contract some
or all non-core processes. The main motive
for Business Process Outsourcing is to
allow the company to invest more time,
money and human resources into core
activities and building strategies, which
fuel company growth. Managers, in fact,
don’t need to justify outsourcing. They
might even have to justify work done
internally, that could easily be outsourced.

The global market today is highly

competitive and ever-changing. A company
must focus on improving productivity and
yet, cut down costs. Therefore, a lot of
tasks that use up precious time, resources
 and energy, are being outsourced. BPOs, or
the units to which work is being
outsourced, are flexible, quicker, cheaper
and very efficient. Business Process
Outsourcing helps free up a firm’s capital
and reduce costs. The functions or
processes being outsourced range from
manufacturing to customer service to
software development and much more.
Many of the companies that seek to
outsource are in the western hemisphere
and most of the BPO units are in the east,
like India, China, Malaysia and even Russia.

Some of the advantages of

Outsourcing are:

 Improves Productivity and operational

efficiencies

 Reduces Costs

 Allows organizations to focus on their core

business
  Ensures best practices, skills and
technology

 Provides access to scalable operations and

on demand resources

 Strengthens client’s competitive position

The Indian BPO industry is growing

rapidly. But as the outsourcing movement
grows, there is also a backlash against BPOs, as
white-collar jobs move from USA and UK to
offshore locations like India. With multi-lingual
skill-sets developing, the European market too
is likely to open up to BPOs, in the near future.

Types of BPO’s in India

Low End Services BPO: Average revenue
generated/agent/hr in these BPO’s is
approximately equal to $ 4-10 as lesser skilled
manpower is required.
Higher End services BPO: Average revenue
generated/agent/hr in these BPO’s is
approximately equal to $12-20 as skilled
manpower and professionals are required for
executing the processes.

High end service low end service

Back Office Service Contact center service

1.Banking & insurance service
2.Insurance service
3.Telecom service
4.Hr service
5.Sales & mktg service
1.Inbound customer service
2.Voice mail call back service
3.Outbound customer service
4.Collection service

Remittance Print/Stuff/Mail Service

processing service 1.Bill and invoices
1.Data entry of paid service 2.Statements
2.Deposit of associated 3.Surveys
4marketing material

Outsourcing in India: Advantages

Labor pool : India has many prestigious
technical universities ,but the India institute of
technology stands apart as one of the world’s
best . India produces 75,000 IT graduates and 2
million English speaking graduates annually
Costs: Labor costs have crept upward over the
years but have been offset by falling telecom
rates. Typical salaries range from $1000 to
$12000 for technical staff, while back-office
salaries range from $3500 to $7500.

Government: Outsourcing is so ingrained in

the fabric here that the Indian government has
a national minister specifically for IT. The
government favors IT foreign ownership and
imposes no export taxes.

Infrastructure: With redundant telecom and

utility infrastructure, there is very good
reliability within India’s special IT parks.
Reliability can be spotty outside the parks or in
more remote areas.

Expertise: Application development,

maintenance, call centers, financial processing.
Experts see India becoming a hotbed for more
critical analytical jobs. Major U.S. Customers:
Citigroup, GE Capital and American Express
have a very large presence and have set up
their own centers here.
 FLEXTRONICS SOFTWARE
SYSTEMS

AN INTRODUCTION
You’re rushing through an airport transit lounge
and suddenly realize you forgot to dial home
and tell them where you parked your car
before catching the plane. Worse, the flight is
delayed and you won’t make it to your
business meeting on time! Using your pre-paid
calling card, you first dial home. The system
greets you in your preferred language; to call
home and then takes you through your
business calls – without having hang up even
once. Best of all, you don’t need to bother
about getting change and feeding it into the
slot.

This is just one of the new services possible

through the solutions developed
By FSS and this just one of the ways, FSS is
enabling the Next Generation of
Communication.
Since its commencement almost all its
revenues were derived from its parent
company. But since 1995 onwards, HSS started
developing its own clientele other than HNS. Its
number of clients has also increased
substantially. Its clients include some of the
worlds reputed corporate like Alcatel Bell N V,
Lucent, NEC, Telspec, Dialogic and Tektronix.
Has two Software Development Centers in India
one at Gurgoan, New Delhi, and the other one
in Bangalore.

With sales and support offices in UK and US it is

represented throughout Europe, South America
and Asia to support its global customer base.
HSS has been assessed at SEI-CMM level 4 for
all its development centers and all projects.
The company has manpower strength of
around 889, at its development centers in
India.
The company undertakes full life cycle
customized software development consisting
for system design, detailed engineering,
implementation, testing and host delivery
support.
Flextronics has its headquarters at United
States. It has 7 branches outside US in Canada,
Finland, UK and INDIA. In India it has three
branches namely in Gurgoan. Delhi, Bangalore.
Basically all the customers of Flextronics are
telecom majors in different countries due to
which its software are used mostly in telecom
business. It also makes software for its parent
company Flextronics network Systems.

FLOW OF INFORMATION
 IN FLEXTRONICS

 STEP WISE FLOW :- The information flows

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

 PROCESSING OF INFORMATION :- The

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

 FULLY COMPUTERIZED:- The transfer is

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

TECHNOLOGY INFRASTRUCTURE
Flextronics BPO has best of breed technology
equipment and software for its offshore call
centre and back office operations. Sourced
from world class vendors like Cisco, Avaya,
Lucent and Dell, this infrastructure has been
designed to deliver maximum uptime with a
focus on creating a suitable work environment
for call centre and BPO service delivery. Are
infrastructure incorporated high speed,
redundant, reliable voice and data
networks to suit call centre requirement, best
in class technologies and support from a highly
skilled technology support team experienced in
call centre.

Our infrastructure is capable of handling multi-

channel mail, chat, and voice traffic
(inbound and outbound). Flextronics BPO has
diversely routed international private leased
circuit (IPLC’s).Capable of hauling megabits of
simultaneously data and voice traffic, these
circuits have been routed through the Atlantic
and pacific routes.

Its IT and Telecom Infrastructure is fully

redundant and easy to upgrade. This ensures
that services are consistently available for
diverse operations and can be scaled as per the
customer’s requirements within expected
timelines. Additionally, a suite of off the shelf
software and systems insure integrated
customer view, call recording, workforce
management. Flextronics BPO has
developed in-house applications for
knowledge management, key metrics,
data mining and business intelligence.

Salient features of our technology

infrastructure:
Redundancy
Redundancy in IPLC Connectivity
Redundancy in Voice TI’s
Redundancy Modules in Key Systems
Redundancy Core Switches
Redundancy in Last Mile
Scalability
Scalable Network Architecture
Scalable systems
Scalable cabling Design

Security
PIX Firewall
RealSecure IDS
Trend Micro Anti-Virus Products
WebSense URL Filtering
VLANS

ORDERING OF THE PRODUCTS

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

Customer based - the company is developing

all its software’s according to the needs and
requirements of its customers. They are
following a completely customized process.

Product testing - One’s the software is

developed it is tested. The testing is done in
their test area. Here the software is
implemented in the computers present in the
test area under the presence of the software
engineers and the top-level executive of the
company. The product is tested with all the
types of input data’s for finding out any error
output. One’s the product gives the most
accurate and user friendly out any unparallel
advantage by cutting their own product
development time and ensuring superior
quality of product by virtue of the experience-
testing group, state-of the –art testing labs,
wide repository of Test Plans and Automated
Test Suites made available in HSS. So the
company makes sure that whatever software
they develop, the software is highly reliable and
of premium quality.
The company is using information at all the
three ways i.e. for automating for doing things
better and faster., organizational learning for
doing the things in a perfect manner and
supporting strategy for doing things better.

Employee Award System (IS) - for improving

the motivation level of the employees the
company has implemented many award
systems. The award system followed is
different for the employees and groups. The
company has set a target for each individual
and team differently. Through MIS the company
keeps a track of the performance of each
individual and group in the company. Then
based on their performance efficiency and
effectiveness they are given the incentives.
Since the company is concentrating on skilled
workers, the working efficiency is being tracked
with the help of Information System.
 MIS FOR CUSTOMERS
In the company Management Information
System is used mostly for customer dealings.
The aim of the customer Relationship
management is to produce high customer
equity. Customer’s equity is the total of the
discounted lifetime values of all the customers.
The more performance, the more was customer
equity

PROSPECTS

FIRST TIME CUSTOMERS

REPEAT CUSTOMERS
INACTIVE OR EX-CUSTOMERS
CLIENTS

MEMBERS

ADVOCATES

PARTNERS

CUSTOMER INTER
ACTION SERVICES
Flextronics BPO provides
offshore call center services for
the Business –to-Business (B2B)
and Business-to-Consumer
(B2C) Markets on o 24X7 basis.

Flextronics BPO provides the

following offshore call center
services:
• Inbound call center
• Outbound call center
• Inbound sales
• Enquiry Handling
• Customer Complaints
Handling
• Third party verification
services
• Up-Sell/Cross-Sell services
• Collection
• Order processing
• Billing & Payment Support

To provide channel flexibility

to the customer, our offshore
call center supports a
multitude of touch points. For
this, it has state of the art
technology infrastructure and
employee talent to support
the following channels:

• Phone
• E-mail
• Web Chat
• Self-help tools

IS USED FOR HRM

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

1) FOR RECRUTING

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

2) TRAINING EMPLOYEES

There are specialized

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

IS USED FOR
DEALERS
DEALERWEB is the dealer
integration and automation
system. This is a connectivity
framework which results in
improved communication and
reduced information time lag.

The core processes

supported by this product
are:
a) Order Management: The
software keeps a track of the
order received and process
the orders based on first come
first served basis.

b) Order Fulfillment: The

software will verify whether
the customer has completely
paid for the software
developed. If the requirements
are fulfilled the final bill is
send.

c) Customer Service: For

solving the complaints
registered by the clients the
software records the
complaints in its separate
database.

d) Customer Performance
Tracking: The software also
keeps a track about the
customer’s feedback and
hence will evaluate the
performance of the software.
 ERP SOFTWARE
Currently FSS has implemented
an in-build ERP package called
the iEXPENSE, iExpense is a
comprehensive automated end
to end expense processing
system that leads to greater
employee productively while
reducing company’s
expenditure. iExpense helps
the streamline administration for
every facet of expense
processing. It provides more
accurate management
information which forms an
effective tool for managing and
controlling. Built using powerful
distribution and internet
technology, iExpense takes the
company a step closer to the
new generation web-based
enterprise, the new competitive
edge for its business.
 The various advantages
provided iExpense software
are:-

Faster processing and

reimbursement:- iExpense
eliminates the hassles of
handling piles of paperwork and
increasing productivity of
administration and accounting
deptt’s. It significantly reduces
the expenses reimbursement
cycle and administrative cost
involved in reconciliation.
iExpense integrates with the
financial system for maximizing
efficiency.
It can be integrated with payroll
systems also for reimbursement
through payroll.
Process stream lining:-
iExpense carries the company’s
knowledge and gets appropriate
approvals thereby graunteening
process stream lining and
compliance. iExpense works as
the administration to root the
expense report to the right
approval authorities and uses
the company’s business rules
the reliably.

Reminders and escalations

provides alerts for process
bottlenecks:-iExpense helps in
automatic reminders for the
schedule dates for the meetings
arrange for the management
with the most prompt way
possible and hence avoid the
bottleneck of all the reminding
processes.
 CRM-
SOFTWARE
The five different levels of
investment practiced in an
organization for customer-
relationship building are:-

• Basic marketing

• Reactive Marketing

• Accountable Marketing

• Proactive Marketing

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

DATABASE
USED
Like all best organizations FSS
use the most highly reliable
database i.e. the ORACLE 9i.
This is the most reliable with the
best security features available.
The database contains all the
information about the
employees in different branches,
their designation as well as their
expertise areas. So the
management can always get the
personal information with simple
query. Oracle real application
clusters and self-tuning and self-
management capabilities help
improve DBA productivity and
efficiency.
 IMPLEME
NTATION OF CRM
The Company has
implemented customer
relationship management
(CRM).It has also
implemented Talisma
software for CRM. In bound
e-mail management-
marketing campaigns and
robust reporting has
enabled the company to
increase productivity, to
improve the employee
performance and to
decrease the cost. It is
making available its
information for all its
customer employees,
suppliers and other
branches.
FEEDBACK MECHANISM:
The Company is collecting
feedbacks from customers,
employees, suppliers etc.
and helping them for
managing the information
system in a very fluent way.
Feedback collection is
from the following:
 Customers: The
Company collects
information from the
customers through e-
mail and phone. It is
collecting information
from about how much
the product or software
developed by them is
preferred by the
customers. They also
collect information
about how efficiently
are the current market
needs, demand
requirements, what are
the offers the customers
are getting from its
competitors,
information about its
competitor’s products,
prices, services,
strategies etc.
 Employees: The
company is collecting
feedback from its
employees working at
each level very
frequently i.e. on
weekly basis or
sometimes at any
specific time.Their
respective departmental
heads and so on collect
all the
information from
employees. The
information is collected
about how much the
employees prefer their
working environment.
What new technologies or
equipment do they need
for improving their
efficiency? What are the
problems they are facing
in their work and so on?
 Let see how the company
provides the feedback to the
inquiries:-

 Customers: The
Company is providing
feedback or information
to all its potential
customers on regular
basis through its
website. The company
is providing information
about the new
software’s developed
and the supporting
utilities through their
question and answer
section in their website.

 Employees: Through
Management
Information System the
company is providing
information about the
new products, their
working simulation
model through the use
of the advanced CAD
software for making the
employees feel about
the working of their new
product developed.
 NETWO
RKING
HOW CALLS ARE ROUTED
IN FLEXTRONICS

As customer calls on a toll

free number (the number is
a 10 digit number and it
goes like 1-800-xyz) from
his place, this call goes to a
PSTN (Public Service
Telephone Network), from
this PSTN the call is routed
through T1 lines. In case of
Flextronics use 10T1 lines
through which the voice
transmission takes place.
Each T1line is of 1.54mbps,
which has 24 channels each
of 64k, one channel receive
one call. In this way at one
point of time 240 calls can
be received. From these T1
line the voice packet is
passed through a
multilayered switch called
Cisco MGX8850 which
contains CODEC G729A
which in turn converts the
large voice packets into
small compressed packet
and the compression in of
8k i.e. the 64k data in
converted in to 8k data. Up
till now the call is in US,
from now the call is routed
through IPLC and is then
decompressed through
MGX8850.Now it is again
passed through T1line to
Avaya G3R, which is an
EPBX, through this Avaya
G3R the call is transferred
to the representatives
according to the time for
which they have not
received a call. This also
contains CMS (Call
Management System),
which helps in tracking the
performance of the
employees and report
formation. This also has a
 skill group which categories
each employee according to
his or her skills and then
transfer the call.
This is how a call is
received when a
customer calls at their
BPO.

SE
CURITY

PIX FIREWALL
The Cisco Secure PIX Firewall
is the dedicated firewall
appliance in Cisco’s firewall
family and holds the top ranking
in both market share and
performance. The Cisco PIX
Firewall delivers strong security
and, with market –leading
performance, creates little to no
network performance impact.

VLAN’s
 A VLAN is a virtual LAN.
 It divides a switch into
segments that don’t see
each.
 Servers and printers can be
isolated.
 They can share a server on
a shared port, but nothing
else.

Why to use VLAN’s

• They make one switch many
switches
• They divide up network
traffic.
• They provide security.
• They can have different
network numbers.

Interconnecting VLAN’s
• Routers connect VLAN’s by
protocol.
• Servers can share a port.
• Cisco combines routing and
switching.
 Trend Micro™ PC-Cillin™
Internet Security 2004
Keeps you “simply secure”
from viruses, hackers, privacy
threats and spam email.

 Trend Micro™ PC-Cillin™

Internet Security
Provides:
Comprehensive and easy to
use protection from viruses,
hackers, and other Internet-
based threats. Its new
advanced features go far
beyond standard antivirus and
firewall protection, helping to
safeguard your PC from new
emerging threats like network
viruses, spam e-mail,
inappropriate web content,
and spy ware programs that
can compromise your privacy.
 SYSTEM
REQUIREMENT

OPERATING SYSTEMS:
Microsoft™ Windows™ XP SP1,
Windows 98 or 98 SE,
Windows Me, Windows 2000
Professional SP3 or above.

BROWSER:
Microsoft™ Internet Explorer
5.5 SP2 or above
Internet Explorer 6.0 SP1 or
above
Netscape™ Communicator 7.0
or above

CPU:
Intel Pentium ™(TM) 233MHz
or equivalent processor for
Windows 98, 98SE, Me
Intel Pentium 300MHz or
equivalent processor for
Windows 2000, XP Intel Hyper-
Threading supported.

MEMORY:
64MB of RAM for Windows 98,
98SE, ME, 2000
128MB of RAM for Windows XP
100MB of available hard disk
space for installation