By: John Abner T.

Renolla
THE INFOSYS

• Established by N. R. Narayana Murthy and six engineers in Pune, maharashtra, India

• Started in 1981 by seven people with US$ 250, headquartered in Bangalore, India
• Revenues of US$ of 12.39 billion, profit US$ 1,75 Billion & total Asset of US$12.2 Bilion
• First IT Company from india to be listed on NASDAQ
• First Indian Company to introduce Employee Stock Option Program (ESOP)
• Offices in Germany, Sweded, Belgium, Australia, Canada, China and two development
centers in the US
PRODUCTS AND SERVICES

• Finacle
• Infosys Consulting
• Infosys Information Platform (IIP)
• EdgeVerse System
• Panaya
• Skava
• iTransform
CHALLENGES FACED BY INFOSYS

• Fixed Price base: number of resources utilized in inversely proportional to the project
profit margins. Provides flexibility in deciding the number of resources

• Service level Agreement (SLA): SLA leads to penalty and hence loss of revenue for the
vendor, making it essential to put a control mechanism in place which keeps a strict
vigilance on SLA

• Increased turnaround time (TAT): time taken for incident creation to its closure. It is
related to the SLA of an incident
PROBLEM – DEFINITION
CRITICAL SUCCESS FACTORS

• Reduction in turn around time: Lead to cash(L2C) and Trouble to resolve(T2R), L2C TAT
has direct impact on revenue. T2R whereas customer delight is a stake 
• Reduction in volume of incidents : change in technology led to exponential increase in
volume of incidents
• Resource Optimization : customer is adopting Multi-vendor theory in order to maintain
cost pressure on the service provider
• Customer Delight: right solution to the customer in first go itself. “ Right First Time”
ANALYSIS

• Turnaround time (TAT): Define in various ways based on project specific scenarios. TAT
is analyzed to determine the key cause of increase in incident cycle time
• Volume of incidents: to facilitate the education in number of incidentt
CONTROL PHASE

• Weekly Status Report

• Analysis of incident
• On-call resolution
• Process knowledge
EMPLOYEE ENGAGEMENT PLATFORM

• Effective collaboration through the real time sharing of information and ideas
• Sharing thoughts, perspectives and data with the growth of geographical boundaries
• Increase
• employee productivity & continuous innovation
SOLUTION

• Skill management
• Sales collaboration
• Employee network management
• Knowledge networks
• Employee on-boarding
• Alumni networks
AFTER IMPLEMENTATION

• Reduction in SLA Misses

1. Reduction of number incidents being solved within time
2. Increase in number of incident being solved
• Reduction in incident Volume
1. Efficient use of resources and efforts spend by resources
C’EST FINI