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Contents
BANKING, FINANCIAL SERVICES AND INSURANCE HEALTHCARE

8 Developing Strategic Solutions 26 ‘Lift & Shift’ Migration
Client: Bank of Ireland Provider: Dell Services Client: Owens & Minor Provider: Dell Services

9 Streamlining Operational Work ow 27 Global Website Management and Development
Client: Metlife Provider: Ci&T Client: a healthcare and consumer products company
Provider: Ci&T
10 End User Services
Client: a universal bank Provider: Microland Limited
HI-TECH

BUSINESS SERVICES 30 Developing Hotsites
Client: Yahoo! Provider: Ci&T
12 New Billing Processes
Client: Recall Corporation Provider: Dell Services 31 Remote Backup Management
Client: a leading software product company
13 Remote IT Infrastructure Management Service Provider: Microland Limited
Client: a FTSE 100 services company
Provider: Microland Limited
MANUFACTURING

CONSUMER PACKAGED GOODS 34 New IT & Apps Platforms
Client: Verso Paper Corp Provider: Dell Services
16 Agile Methodologies for Web Management
Client: Coca-Cola Brazil Provider: Ci&T 35 Automating Dealer Operations
Client: a large automobile manufacturer
17 SOX Compliance Provider: NIIT Technologies
Client: Unilever Provider: Capgemini

18 Leveraging Lean Methodology
TELECOM
Client: McDonalds Brazil Provider: Ci&T

19 Finance and Accounting Solutions 38 Enhanced Customer Experience- 360 degrees
Client: Coca-Cola Enterprises Provider: Capgemini Client: a telecom company Provider: Tech Mahindra

39 Business Ef ciency Through Shared Services
Client: an IP network carrier Provider: Tech Mahindra
DIVERSIFIED

22 Global Network Management
TRAVEL AND TRANSPORTATION
Client: a Fortune 10 global
conglomerate Provider: Microland Limited 42 IT Integration Project
23 Message Migration and Management Client: Enterprise Holdings Provider: Dell Services
Client: a Fortune 100 company Provider: Microland 43 Making Cargo Handling World Class
Limited
Client: a premier cargo ground handling company
Provider: NIIT Technologies
44 Streamlining Work ow
Client: a U.S.-based freight carrier Provider: DATAMARK

*All the information (text and logos) in this edition (GS Live, December 2010) is provided by numerous service providers. Global
Services is not responsible for the completeness, accuracy, reliability, suitability or legality for these case studies. Any reliance you
place on such information is therefore strictly at your own risk.


BANKING,
FINANCIAL
SERVICES AND
INSURANCE
DEVELOPING STRATEGIC SOLUTIONS /8
CLIENT: Bank of Ireland
PROVIDER: Dell Services

STREAMLINING OPERATIONAL WORKFLOW /9
CLIENT: Metlife
PROVIDER: Ci&T

END USER SERVICES /10
CLIENT: a universal bank
PROVIDER: Microland Limited

Sponsors

BANK OF IRELAND BANKING, FINANCIAL SERVICES & INSURANCE

Developing Strategic
Solutions
Dell Services delivered strategic At A Glance
CLIENT
solutions to Bank of Ireland Bank of Ireland (BOI)
SERVICE PROVIDER
Dell Services
INDUSTRY
The Client: highly sophisticated decision BFSI
SERVICE PROVIDED
ADM
Bank of Ireland is a leading Europe- making engine.

SOLUTION
an retail bank, providing corporate BOI needed a highly sophisticat-

Delivered long-term strategic
and retail banking services, foreign ed and fully automated money-
solutions and day-to-day appli-
exchange and hedging facilities, stock laundering detection solution
cations operating improvements
brokerage, insurance and fund man-
agement, and financial advisory Solution:
services. BOI was established in 1783 Dell Services formerly Perot Systems,
by Royal Charter and today has over delivered both long-term strategic
16,000 employees in eight countries solutions and day-to-day applications
worldwide. operating improvements to help BOI
SUCCESS METRICS
solve business challenges. The Bank of Ireland credits the collabo-
Situational Analysis: Customer Data System : Dell Services rative and interdependent relationship
Bank of Ireland (BOI) faced complex developed a customer records interface with Dell Services for expanding off-
issues in the delivery of applications linked to six other applications. shore capabilities, enhancing long-term
development and maintenance with- Transforming Legacy Applications : delivery, and improving business
in the functional areas of bookkeep- The Dell Services team developed and processes through gained knowledge.
ing, multi-channel architecture, and implemented a custom solution with Additional benefits for BOI included:
core banking interfaces. The bank a central repository for customer, A greater volume of applications
also needed to mitigate risk, control product, and service information. projects output.
application development costs, and Basel II & Sarbanes-Oxley Financial Meeting critical external deadlines
access additional resources to meet & Accounting Disclosure Mandates: for European and cross-border pay-
shifting project loads. To interface with existing systems, ments, and “Chip and PIN”
Bank of Ireland had the following Dell Services contributed expertise in Cost benefits by offshoring more
requirements: mainframe technologies, application than 350 person-years of labor to
Changes were needed to improve testing tools, and implementation of reduce onsite contractor costs.
customer experience. the SAP Bank Analyzer solution. Flat IT expenses over the past three
The bank needed to enhance Anti-Money Laundering (AML) years.
multiple applications and Technology Dell Services developed
peripheral systems to improve an application to extract data from the
flexibility and meet future mainframe system and built an
demands created by market dri- interface to a third party tool
vers and customer service needs. to detect, investigate, track, report,
For more information on how Dell can help
BOI required advanced banking and alert employees of suspicious your organization, please contact
technology systems including a transactions. Sujata_Rakhra@Dell.com or
Savitha_Lakshman@Dell.com.
Please also visit dell.com/services for
more information on their capabilities.


BANKING, FINANCIAL SERVICES & INSURANCE METLIFE

Streamlining
Operational Workflow
Ci&T improves operational workflow for MetLife

Situational Analysis: sulting, application outsourcing and
At A Glance
CLIENT
MetLife was looking for a solution to digital marketing services to its cus-
MetLife
streamline its operational flow, tomers – with its innovation, exper-
reducing the amount of manual tise and skill set. Through the part- SERVICE PROVIDER
processes and consolidating proposal nership, MetLife was able to work Ci&T
information into a single database with Ci&T’s experts to streamline INDUSTRY
while continuing to meet the compa- life insurance issuing process, creat- BFSI
SERVICE PROVIDED
Mainframe Migration
ny’s high quality standards. In order ing a state-of-the-art automated sys-

SOLUTION
to do this, MetLife needed a reliable tem named Morpheus. This allowed

Created a New Automated
partner to provide: MetLife to achieve higher workforce

System
productivity and better databank
A new, automated operational control management, vital in accom-
flow for life insurance issuing plish its goal of increasing clients to
process 100 million worldwide by 2010.
High-quality IT applications, Ci&T was able to meet every pre-
process controls and business established milestone and the project

“
rules. was completed within five months.
Project deliverables in a timely MetLife has achieved a reduction SUCCESS METRICS
and well-scoped manner. in the time required for issuing Ci&T was able to meet every pre-estab-
life insurance policies from 10 lished milestone and the project was com-
Solution: days to less than 24 hours. pleted within five months.
MetLife has achieved a reduction in the
MetLife chose one of the top applica- MetLife’s Brazilian unit reduced
time required for issuing life insurance
tion development companies in the the insurance proposals approval policies from 10 days to less than 24
world, Ci&T. Ci&T delivers con- time by 90 percent. hours
MetLife’s Brazilian unit reduced the
insurance proposals approval time by
90 percent
“When we invested in the implementation
of a new application by Ci&T, MetLife sought
an innovative tool that would allow the issuance
of policies with significantly greater efficiency.
Once successfully in use for our individual and
SMB customers, we decided that our corporate
clients would benefit from the tool as well. What
For more information on this service from Ci&T,
began as an isolated support tool is now critical write to leonardo@ciandt.com or visit their office
at Ci&T, 640 Freedom Business Center, Suite
to the daily operation of our business.” 210, King of Prussia, PA 19406.

BRENO GOMES, CHIEF INFORMATION OFFICER, METLIFE BRAZIL
Phone: +1 610 482 4810 Fax: +1 267 775 3347


A UNIVERSAL BANK BANKING, FINANCIAL SERVICES & INSURANCE

End User Services
Microland improves workforce productivity for a univer-
sal bank through total ownership of end user services

The Client: inability to support the rapid
At A Glance
CLIENT
The client is a universal bank head- expansion plans of the business.
quartered in Europe. The company A universal bank
operates over 2000 branches in 72 Solution: SERVICE PROVIDER
countries and employs more than The deliverables from Microland Microland Limited
80,000 people across the world. The included an introduction and man- INDUSTRY
BFSI
SERVICE PROVIDED
bank offers a variety of financial agement of a standardized end user

End user services
products and services under services delivery model across the

SOLUTION
Investment Banking, Asset bank’s infrastructure operations. The

Built a standardized end user
Management, Retail and Corporate salient points of the Microland solu-
services delivery model
banking to corporate and institution- tion were
al clients along with private and busi- Created a centrally located tech-
ness clients. nical help desk to provide
streamlined end user services
Situational Analysis through a single location that SUCCESS METRICS
A robust end user services model to catered to all the branches in the
TCO Reduction- Over 20% reduction
support the IT infrastructure of the geography. in TCO was achieved due to the consol-
bank was a critical element in deliv- Introduced a value centric frame- idation of multi location service desks to
ering high quality services to the work that leveraged analytics and a central location
bank’s customers. However, the bank automation to deliver enhanced Business – IT Alignment- By creating a
centralized service desk to serve multiple
faced challenges in maintaining the experience to customers while
locations and businesses, the IT team
quality of services -. reducing the costs. Some of the could scale up on-demand and keep
A geographically distributed and processes introduced were - call pace with the business growth
silo based IT support meant var- flow analysis, problem manage- High Performance.
ied end user experience across the ment analysis, automated perfor- Usage of advanced analytics and
automation in handling of the tasks
organization. mance tuning, workflow automa-
resulted in a First Call Resolution
Lack of a single point contact and tion, self-help portals and auto- (FCR) rate of 85%
ownership of tickets resulted in mated healing. This resulted in The client was able to realize an end user
high resolution times thus leading faster resolution of incidents, satisfaction rate of 96%
to employee productivity issues. reduced number of calls and bet-
Poor scalability resulted in ter service levels to the end users.

For more information on Microland Limited,
write to TransformIT@microland.com or visit
www.microland.com


FC- BFSI

BUSINESS
SERVICES
NEW BILLING PROCESSES /12
CLIENT: Recall Corporation

REMOTE IT INFRASTRUCTURE MANAGEMENT SERVICE /13
CLIENT: a FTSE 100 Services Company

Sponsors

RECALL CORPORATION BUSINESS SERVICES

New Billing Processes
Dell Services developed a highly customized revenue
management operation for Recall Corporation
The Client: Sevices to assist with their “Financial
At A Glance
CLIENT
Recall Corporation is a worldwide net- Transformation” project and develop a
work of document management com- roadmap of related activities to Recall Corporation
panies helping businesses securely improve billing processes and reduce SERVICE PROVIDER
manage their information throughout administrative costs. As part of this ini- Dell Services
its lifecycle. Their services include doc- tiative, Recall outsourced the majority INDUSTRY
Document Managment
SERVICE PROVIDED
ument management and storage, of their North America Region billing

Outsourced billing processes
secured destruction services, and data processes to Dell.

SOLUTION
protection services.
Developed a highly customized
Highlights of this engagement:
revenue management operation
Situational Analysis: Recall worked with Dell to estab-
Every month Recall visits more than lish a highly customized revenue
100,000 customer locations, providing management operation dedicated
a variety of document storage, secured to Recall’s North America Region SUCCESS METRICS
destruction, and data protection ser- to support client billing in excess
vices. Capturing the exact services ren- of $25M each month at the com- Increased accuracy: Now when cus-
dered and accurately billing their cus- pany’s Chennai, India facility tomers challenge billings, the data
tomers, per contractual agreement, is a A joint transition team imple- details are more available and reliable
critical segment of their Perfect Order mented standard operating proce- which helps support the resolution.
customer service program and sustains dures and accuracy service level Saved money: Reduced billing
their competitive business model. As metrics, resulting in improved department expenses by 40 percent
Recall grew through acquisition, they internal controls, increased accura- annually.
were focused on integrating these new cy, and billing consistency Decreased total billing resources by
operations and providing excellent The billing transaction processing 16 percent: Shifting the majority of
billing functions to their Chennai

“
customer service. remained within the Recall enter-
However, the back-office functions prise systems and secure IT envi- operations center leveraged global
lagged with high staff turnover result- ronment delivery advantages and energized
ing in the billing process needing staffing in a cost-advantaged location.
improvements and operational disci- Highlights of the solution: Increased overall productivity:
pline to generate consistent accuracy. Developed process discipline Consistent processing quality and
along with operating metrics continuous process improvements
Solution: Established a high-quality off shore allowed redeployment of existing
In June 2006, Recall engaged Dell business process delivery team billing staff to more valuable corpo-
rate assignments.

“Turning our billing process over to Dell
has refocused our staff to work with
For more information on how Dell can help
strategic issues that are more valuable to our your organization, please contact
Sujata_Rakhra@Dell.com or
clients and our company.” Savitha_Lakshman@Dell.com. Please also visit

DOUG DUSKIN, CFO, RECALL CORPORATION, NORTH AMERICA
dell.com/services for more information on their
capabilities.


BUSINESS SERVICES AN FTSE 100 SERVICES COMPANY

Remote IT Infrastructure
Management Service
Microland set up a dedicated At A Glance
CLIENT
Offshore Management Center for an An FTSE 100 services company
SERVICE PROVIDER
FTSE 100 Company Microland Limited
INDUSTRY
Services and Outsourcing
SERVICE PROVIDED
End to End IT Infrastructure
The Client: redesigning the service catalogue
The client is a services and outsourc- and create a technology roadmap Services
SOLUTION
Set up a dedicated Offshore
ing company headquartered in for the future

Management Center
United Kingdom and has been deliv- Create a shared services model
ering essential public services for for technology support and fur-
more than 40 years. ther leverage this platform as the
The client offers innovative solutions core service differentiator to win
that help the government to improve new enterprise customers SUCCESS METRICS
services across many areas of public Realize significant savings in the Total Cost of Ownership (TCO)
life, from justice to healthcare, educa- long term through the shared ser- Reduction — The client’s TCO was
tion to defense. The client is listed on vice model and redirect the savings reduced by over 35% through a
the London Stock Exchange and is a delivered from the engagement combination of hybrid delivery
constituent of the FTSE 100 Index. into customer facing programs. models, process excellence and year
on year productivity gains
Situational Analysis: Solution: IT – Business Alignment —
A critical component in the client’s In 2005, Microland set up a dedicated Creation of an agile and flexible
business model is to maintain high state of the art Offshore Management shared services model enabled the
rebid and new customer win rates. Center (OMC) for managing the client to seamlessly integrate new
Achieving this meant building long- client’s IT infrastructure backbone. end customers faster and deliver
term relationships with the cus- Microland also integrated real time superior end customer satisfaction
tomers and also meeting — and service governance and reporting por- A standardized catalogue and a pre-
more often exceeding — the cus- tal to ensure transparency and confi- dictable cost model accelerated the
tomer expectations. dence in remote operations. Go-To-Market (GTM) initiatives of
To enable this, the client wanted to This was followed by setting up of a the client
create an IT Infrastructure services dedicated service excellence team that High Performance — A reduction
support model that could be offered as assisted the client in their customer fac- in Mean Time to Recovery (MTTR)
a standardized service to its diverse ing service catalog redesign and pre- by 25 % and average incidents per
range of enterprise customers. sales process. Microland extensively device by 70% was achieved
The objectives of this initiative were leveraged its service delivery platform
Expansion of the services to the “smartcenter” which offered a flexible,
end customers on a 24x7 model multi-tenanted, multi-technology
Partnering long term with an IT delivery model to the client. The plat-
infrastructure services provider form offered an industrialized service
who could standardize the service delivery model that supported output / For more information on Microland Limited,
offerings, expand and assist with outcome-based pricing models. write to TransformIT@microland.com or visit
www.microland.com


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FC- BFSI

CONSUMER
PACKAGED
GOODS
AGILE METHODOLOGIES FOR WEB MANAGEMENT /16
CLIENT: Coca-Cola Brazil
PROVIDER: Ci&T

SOX COMPLIANCE /17
CLIENT: Unilever
PROVIDER: Capgemini

LEVERAGING LEAN METHODOLOGY /18
CLIENT: McDonalds Brazil
PROVIDER: Ci&T

FINANCE AND ACCOUNTING SOLUTIONS /19
CLIENT: Coca-Cola Enterprises
PROVIDER: Capgemini

Sponsors

COCA-COLA BRAZIL CONSUMER PACKAGED GOODS

Agile Methodologies
for Web Management
Ci&T consolidated Website management for
Coca-Cola Brazil

At A Glance
CLIENT
Situational Analysis: Solution:
Coca-Cola Brazil was looking to con- After evaluating several vendors, Coca- Coca-Cola Brazil
solidate all of its Web-site manage- Cola chose Ci&T because of its use of SERVICE PROVIDER
Ci&T
INDUSTRY
ment partners and work with just agile methodologies. These method-
Consumer Packaged Goods
one. It needed one partner to ologies ensure that customers receive
SERVICE PROVIDED
launch and then update more than deliverables much more quickly and
25 of its product Web sites. This also allow Ci&T to be more flexible Web-site building and manage-
was a huge project for Coca-Cola with customers’ changing needs. ment
SOLUTION
Developed the deliverables lever-
and the company wanted a partner Because Ci&T was able to leverage
aging agile methodologies
that could do this in a shorter time- these methodologies, the first set of
frame with the ability to change deliverables was produced more quick-
course mid-way through the pro- ly than expected - and helped to speed
ject, if needed. up the launching and updating of SUCCESS METRICS
Coca-Cola´s 25 sites.
Coca-Cola has experienced signifi-
cantly less spend on development
activities.
Because of the consolidation of

“
development partners, Coca-Cola is
now able to better manage the devel-
opment process more easily.
Coca-Cola has leveraged Ci&T to
establish processes to help streamline
the technology and creative processes
to save time and money
Coca-Cola has been able to lessen
management overhead because of
the consolidation of agencies.

One of Ci&T’s competitive advantages is its
management expertise. Because of this,
For more information on this service from Ci&T,
Coca-Cola now has the highest level of planning write to leonardo@ciandt.com or visit their office
at Ci&T, 640 Freedom Business Center, Suite 210,
and control of its site-development activities.” King of Prussia, PA 19406.Phone: +1 610 482

JORGE OSMAN,COCA-COLA´S DIRECTOR OF BUSINESS SOLUTIONS
4810 Fax: +1 267 775 3347

IMPLEMENTATION, BRAZIL


CONSUMER PACKAGED GOODS UNILEVER

SOX Compliance
Capgemini transformed SOX compliance from project to
process for Unilever
The Client: Solution:
At A Glance
CLIENT
Unilever deals in 400 brands span- The entire process mapping, docu-
Unilever
ning 14 categories of home, personal mentation and management attesta-
care and foods products. Every day, tion process were outsourced to SERVICE PROVIDER
150 million people choose the Capgemini’s Management Assurance Capgemini
brands of Unilever such as OMO, Services (MAS), a service line within INDUSTRY
AXE, Dove, Lux, Knorr, Lipton, Walls Capgemini’s Business Process Consumer Packaged Goods
SERVICE PROVIDED
Management Assurance Services
and Ben & Jerry’s. Unilever employ Outsourcing practice. The MAS

SOLUTION
over 174 000 people in around 100 SOX framework serves not only as a

Put together a comprehensive,
countries worldwide. Unilever man- cost-effective compliance method

adaptive program for management
ages a number of strategic partner- but also incorporates process remedi-
of SOX compliance requirements
ships globally which includes al work, and through Business
TESCO, Carrefour, Ahold and Wal Insight drives continuous improve-
Mart. They have strong brand pres- ment and best practice. In 2006,
ence in home care, personal care, Capgemini worked in close collabo-
foods and ice creams. ration with Unilever to put together SUCCESS METRICS
a comprehensive, adaptive program The Capgemini MAS team leveraged
Situational Analysis: for the management of the SOX com- onsite/offshore delivery that operates at
Unilever was concerned about its pliance requirements, accommodating offshore rates along with their

yearly turnover of over €5B
SOX compliance processes. With the specific needs of the client’s envi- Compliance Center of Excellence net-
ronment while exploiting the benefits work to drive client savings of over 40%.
($6.65B), Unilever’s US operations of Capgemini’s proven SOX compli- These cost savings resulted from reduc-
were organized into four units with ance framework. In 2007 and 2008, tions in labor costs and from the central-
some corporate functions (such as thanks to the established SOX frame- ized delivery method that successfully
treasury, tax, employee benefits, risk work and by gradually shifting process strips out project management overhead.
and insurance management) central- support to an on-site/offshore delivery In short, an annual project was industri-
ized at HQ and provided as a shared model, Capgemini was able to drive alized into a repeatable and sustainable
service. The units were not co-locat- down the client’s costs of compliance process. The SOX compliance frame-
ed and many business processes were and concurrently increase quality and work program provided the following
not homogeneous. In addition, they timeliness. Today, Capgemini’s solu- sustainable benefits:
had their own manufacturing plants tion is an integral part of the client’s Overall improvement in the control
and distribution centers that were SOX compliance program, yet the environment
common in only a few instances. The client retains overall program gover- Readily available process documen-
challenge for the CFO was to initiate nance and control. tation and standard operating proce-
a comprehensive service compliance dures for business units with a view
program which would be both cost- to harmonizing processes across the
effective and annually sustainable units
from the outset. Reduced effort and freeing up of
For more information on this service from
Capgemini, write to Jean Christophe Ravaux,
internal resources
Global Sales Officer, Capgemini BPO at jean- Cost advantage of offshoring of over
christophe.ravaux@capgemini.com
a third of the program


MCDONALDS BRAZIL CONSUMER PACKAGED GOODS

Leveraging Lean
Methodology
Ci&T improves McDonalds' IT process efficiency

At A Glance
CLIENT
Situational Analysis: achieve new levels of efficiency that
McDonalds Brazil faced a distinct would reduce costly waste of materials McDonalds Brazil
SERVICE PROVIDER
Ci&T
challenge in optimizing its controllable and improve the overall effectiveness of
INDUSTRY
food system. In order to provide sup- the system.
port and reduce raw material waste in Packaged Goods
SERVICE PROVIDED
IT Process Efficiency
the system, the company required an Solution:
SOLUTION
overhaul of its IT and business process- To improve process efficiency for
es to improve the overall quality of McDonalds, Ci&T used a unique Leveraged the proven principles
of the lean methodology to focus
on delivering value and eliminat-
support in the field. Ultimately, approach to IT, leveraging the proven
ing waste
McDonalds Brazil enlisted Ci&T to principles of the lean methodology,
implement new IT and business which focus on delivering value and
processes that would reduce waste and eliminating waste. Once the new

“
enable McDonalds to achieve better processes were implemented and the SUCCESS METRICS
control of the materials in its system, new systems were up and running,
providing the support necessary to McDonalds was able to better control The fast food giant anticipates that
ensure optimization of processes at all its raw material assets across 568 the overall improved efficiency of its
times. In this, McDonalds hoped to restaurants in Brazil. controllable food system will factor
into a 1 percent annual cost savings,
or the bottom-line equivalent to
more than a 3 percent increase in
annual sales.
Using a Lean approach to IT, Ci&T
was able to create improvements in
Our business is made up of cents. The control and efficiency that
greater our ability to maintain IT systems McDonalds expects will enable it to
and equipment operation, the more opportuni- divert approximately 15 to 20 percent
ty exists for us to provide better products for of its maintenance costs to new prod-
uct development and innovation.
our customers. With the system running to its
fullest potential, it adds greater value to our
business, enabling better control of the opera-
tion of restaurants, with the benefits exempli- For more information on this service from Ci&T,
write to leonardo@ciandt.com or visit their office
fied in the quality of the final product” at Ci&T, 640 Freedom Business Center, Suite 210,
King of Prussia, PA 19406.Phone: +1 610 482

A MCDONALDS EXECUTIVE
4810 Fax: +1 267 775 3347


CONSUMER PACKAGED GOODS COCA-COLA ENTERPRISES

Finance and Accounting
Solutions
Capgemini enabled Coca-Cola Enterprises to achieve
major cost savings through a finance optimization project
The Client: million per annum in CCE’s transac-
At A Glance
CLIENT
Coca-Cola Enterprises is the world’s tion work, through a finance opti-
Coca-Cola Enterprises
largest marketer, producer and dis- mization project.
tributor of Coca-Cola products. SERVICE PROVIDER
Operating in 46 U.S. states and Solution: Capgemini
Canada, CCE is the exclusive Coca- CCE chose Capgemini to implement INDUSTRY
Cola bottler for all of Belgium, con- comprehensive finance and account- Consumer Packaged Goods
SERVICE PROVIDED
Finance and accounting solutions
tinental France, Great Britain, ing (F&A) solutions throughout

SOLUTION
Luxembourg, Monaco and the CCE’s global business to create an effi-

A unique order-to-cash approach
Netherlands. Sales represent 16% of cient process in a cost-effective envi-

to the transformation project
The Coca-Cola Company’s world- ronment for order-to-cash services,
wide volume. purchase-to-pay accounting, and
record-to-report activities, as well as a
Situational Analysis: comprehensive document manage- SUCCESS METRICS
In early 2007, Coca-Cola Enterprises ment solution. The transformation The contract with CCE will run for
(CCE) conducted a benchmarking project focuses primarily on a joint seven years from July 2008, and the
exercise to see how the organization’s CCE-Capgemini unique order-to-cash total contract value amounts to approx-

“
effectiveness and efficiency stacked approach, utilizing a best-of-breed imately $137 million. The partnership
up against the competition. With credit toolset designed to increase the will realize the following benefits for
this study they identified that to effectiveness and efficiency of credit their business:
become more efficient, CCE would and collection departments. In addi- Accelerate the transformation and
need to conduct as much of its trans- tion, the automated credit module help achieve near world-class perfor-
action processing as possible in a low enables CCE to apply a single set of mance through standardizing and
streamlining operations.
cost country, either with a third party approved rules and procedures to every
Deploy a global unified solution
outsourcer or a captive shared ser- credit decision, improving the efficien-
across all CCE business units to sup-
vices center. The economic goals cy and consistency of the decisionmak- port the business that includes stan-
were to achieve cost savings of $20 ing process. dardization and process improve-
ment while maintaining high stan-
We are on track to achieve the targeted dards of control and compliance.
Achieve a minimum savings target
savings at the tail end of the transition with of 25%
Capgemini. Our internal benchmarks have gotten Mitigate risks while transitioning
better, and through good people management, the work and implementing new
tools, systems and technologies.
we have reduced severance costs. The concept of
®
Capgemini’s Rightshore solution is a definite plus
on their side of the ledger.” For more information on Capgemini, write to

JOE HEINRICH, VICE PRESIDENT, FINANCE GLOBAL INITIATIVES, CCE
Claude Hartridge, Vice President, Executive Sales
at Claude.hartridge@capgemini.com


FC- BFSI

DIVERSIFIED
GLOBAL NETWORK MANAGEMENT /22
CLIENT: a Fortune 10 global conglomerate

MESSAGE MIGRATION AND MANAGEMENT /23
CLIENT: a Fortune 100 company

Sponsor

A FORTUNE 10 GLOBAL CONGLOMERATE DIVERSIFIED

Global Network
Management
Microland delivers a global service At A Glance
CLIENT
model for managing the network A Fortune 10 global conglomerate
SERVICE PROVIDER
infrastructure of a Fortune 10 company Microland Limited
INDUSTRY
Diversified
The Client: Solution: SERVICE PROVIDED
The client is a diversified multina- Microland built an integrated global Network Management Services
tional conglomerate operating service model that aligned with the SOLUTION
Built an integrated global service
model
across multiple segments such as client’s business needs and ensured
energy, finance, technology infra- compliance to stringent SLAs by set-
structure, media, consumer & ting up a service governance team.
industrial. The company operates Microland also invested heavily into
in over 100 countries, employs automation and analytics resulting SUCCESS METRICS
more than 300,000 people world- in process and SLA improvements.
wide and has been has been consis- Besides, the support team KRAs Total Cost of Ownership (TCO)
tently ranked amongst the Fortune were aligned to client’s business Reduction- The client’s TCO was
10 companies for several years. goals and reviewed on a periodic reduced by over 40% through a
combination of hybrid delivery
basis.
models, process excellence and year
Situational Analysis: A SWAT team was created that on year productivity gains
The client maintained a region- completed 100% mapping of tele- IT – Business Alignment-
al Network Operations Center com circuits and assets to improve Microland enabled the client to
(NOC) structure that demand- knowledge management and service offer a standardized shared service
ed global coordination between responsiveness. model to the business globally. Also
the IT teams and business The scale of operations covered was the business responsive support
units. Management of 100,000 voice team delivered on SLAs consistently.
The technology teams were also ports and 14000 devices which High Performance-The client real-
under constant pressure from covered 40% WAN, 50% LAN, ized a reduction in Mean Time To
the business to significantly 10% security services and 10% Recovery (MTTR) rate and average
incidents per device rate by 60%
reduce the cost base. WAP of the client’s network
and 70% respectively. Further ser-
The client had to manage hun- landscape. vice compliance of key telecom
dreds of global telecom service Microland also manages 80+ operators improved by 20%
providers with no control over global telecom operators and
the Service Level Agreements 22,000+ circuits and for the
(SLAs). client.
A poor centralized asset & con-
figuration standards repository
led to further inefficiencies in For more information on Microland Limited,
operations. write to TransformIT@microland.com or visit
www.microland.com


DIVERSIFIED A FORTUNE 100 COMPANY

Message Migration
and Management
Microland ensures Six Sigma email avail- CLIENT
At A Glance
A Fortune 100 company
ability and zero error migrations for the SERVICE PROVIDER
Microland Limited
world’s largest Microsoft Exchange INDUSTRY
Diversified
SERVICE PROVIDED
Messaging Management &
The Client: Solution:
Migration
The client is a Fortune 100 diversified Microland started this engagement in
company with a strong set of global 1999 and continues to manage the SOLUTION
Leveraged Six Sigma and FMEA
methodologies
businesses in infrastructure, finance messaging infrastructure for the client.
and media. The client operates across At that time, the infrastructure consist-
multiple segments including aircraft ed primarily of Exchange 5.5 servers.
engines, power generation, medical Over the years, in addition to manag- SUCCESS METRICS
imaging, television programming and ing the messaging ecosystem,
TCO Reduction: Vendor management
consumer goods.The client is listed in Microland also undertook platform costs reduced by 30%; Data center con-
the NYSE and is a constituent of the migration from Exchange 5.5 to solidation and virtualization reduced
Dow Jones Industrial Average (DJIA). Exchange 2000 and later to Exchange server footprint by 30%; Delivered year-
2003. on-year reduction in cost per mailbox
Situational Analysis: The salient points of the Microland High Performance: Maintained email
The client houses the largest enter- solution are service availability at 99.9X%; Ensured
prise Microsoft Exchange setup in A total ecosystem based approach defect free-migration and deployment,
the world today, with over 400,000 for managing the messaging and and zero end user impact on migration
mailboxes. The messaging infrastruc- the associated infrastructure viz. IT – Business Alignment: End to end
service delivered to client’s shared ser-
ture is spread across 19 data centers instant messaging, security, mobil-
vices group offering them ease of man-
with over 500 servers around the ity, storage, backup etc
agement and chargeback; New
world. In addition to this, the infra- Consolidation of the exchange site/cluster deployment time reduced
structure also caters to about 50,000 environment and a single SLA from 32 to 9 days, thus increasing the
mobility users. The client needed a driven ITIL based messaging IT’s teams’ responsiveness to business
partner who could: management model across the needs; Enabled automatic retrieval
Manage the messaging infrastruc- organization and download of warranty and contract
ture and the user accounts from a Extensive leverage of Six Sigma details and triggered automatic alerts
centralized offshore location while and FMEA (Failure Mode Effect 30/60/90 days before warranty expira-
ensuring continuous availability to Analysis) methodologies to ensure tion, thus streamlining and internal
the business continuous process efficiencies business process for the client’s IT team
Lower the operational costs & Proactive monitoring and man-
implement a shared services model agement of incidents using
across the organization automation frameworks
Migrate mailboxes to newer High visibility and control of
Microsoft Exchange platforms operations to the client through a For more information on Microland Limited,
write to TransformIT@microland.com or visit
when needed customized CIO Dashboard www.microland.com


FC- BFSI

HEALTHCARE
‘LIFT & SHIFT’ MIGRATION /26
CLIENT: Owens & Minor

GLOBAL WEB MANAGEMENT AND DEVELOPMENT /27
CLIENT: a healthcare and consumer products company
PROVIDER: Ci&T

Sponsors

OWENS & MINOR HEALTHCARE

‘Lift & Shift’ Migration
Dell Services used a “lift and shift” migration to modernize
a heavily customized ERP platform
The Client: changes to current systems during
At A Glance
CLIENT
Owens & Minor, Inc., a Fortune 500 the migration period
Owens & Minor
company, is a leading national distrib- Sustaining adequate performance
SERVICE PROVIDER
utor of name-brand medical and surgi- of applications in the Windows
Dell Services
cal supplies and a healthcare supply- environment
INDUSTRY
chain management company. Ensuring that the project stayed
within the approved budget Healthcare
Situational Analysis: SERVICE PROVIDED
The company needed to modernize its Solution: Mainframe Migration
systems to provide for future enhance- Dell Services used a “lift and shift” SOLUTION
Used a “lift and shift” migration to
Windows
ments and growth, while improving migration to Windows to modernize
performance. Owens & Minor’s heavily customized
The decision to migrate all mainframe ERP platform. The first aim of the lift
processing of its mission-critical enter- and shift migration was to achieve a SUCCESS METRICS
prise resource planning (ERP) system “like-for-like” system by running
to a framework based on Microsoft® extensive testing. The implementa- Cost savings. The project is expect-
Windows® was also governed by the tion of a relational database manage- ed to yield substantial annual sav-
need to preserve the company’s 20 ment system reduced risk by introduc- ings while improving efficiencies
years of IP-based data, systems, and ing minimal change to applications, for supply chain management.
unique business logic. while providing for data tier modern- Planning for the Future. The

“
Specific project goals included: ization. migration ensured that the compa-
Achieving timely or early project The key steps followed by Dell ny’s core IP remained intact and
completion to allowing termina- Services in the migration exercise were: achieved greater optimization.
tion of mainframe services “Lift and shift” Cobol from Higher performance. The new IT
Preventing disruption to ongoing Mainframe to Wintel infrastructure delivers greater per-
business operations Configure Database I/O routines formance capabilities.
Delivering defect-free software in in Wintel Environment Enhanced customer service. The
the Windows environment Retrofit user interface modernization will
Implementing change control Test and Fix deliver better online tools for
processes to allow business-critical Implementation Owens & Minor customer service
representatives.
This was a complex and mission-critical Increased staff productivity and
project, and we are proud of the benefits efficiency. Simplified business
this successful collaboration brings to Owens & processes.

Minor. The migration establishes a powerful and
flexible computing platform to drive future
growth and innovation.” For more information on how Dell can help
your organization, please contact

CHUCK LYLES, PRESIDENT OF DELL SERVICES PUBLIC SERVICES
Sujata_Rakhra@Dell.com or

SECTOR
Savitha_Lakshman@Dell.com. Please also visit
capabilities.


HEALTHCARE A HEALTHCARE AND CONSUMER PRODUCTS COMPANY

Global Web Management
and Development
Ci&T implemented processes for
At A Glance
CLIENT
website management for a global A healthcare and consumer
products company
healthcare products company SERVICE PROVIDER
Ci&T
INDUSTRY
Healthcare
SERVICE PROVIDED
Website Management and
The Client: media development, it ultimately select-
Development
A leading healthcare and consumer ed Ci&T, which specializes in the
SOLUTION
products company. design and development of web portals,
consumer-facing websites, intranets and Implemented processes for
Situational Analysis: mobile applications. With a skilled website management employing
Agile methodologies and
nearshore capabilities
A global healthcare products compa- team of developers employing Agile
ny was looking for a way to manage methodologies, Ci&T quickly imple-
and develop its complete portfolio of mented processes for website manage-
web properties more consistently and ment that helped the company to
efficiently. Because the company achieve its goal of greater agility and
operates hundreds of sites across mul- innovation, with IT delivering more SUCCESS METRICS
tiple regions and business units, value to the marketing organization.
inconsistencies in processes for devel- Ci&T provided the digital marketing With the transformation in process-
oping and managing of these sites expertise to design and build the web es, web properties today go live
were resulting in unnecessary costs properties in an integrated fashion, uni- much faster than before, bringing
more agility to the business.

“
and tension between marketing and fying creative design and development
IT. In addition, the company saw an into an Agile framework that utilizes All websites are fully compliant with
internal and external regulations for
opportunity to improve its cross-plat- short-cycles of feedback and greater
site management at the source,
form web development, as well as to involvement to produce results faster
avoiding re-work or customer com-
leverage its existing assets to receive and with higher quality, while leverag- plaints.
greater value from these properties. ing nearshore capabilities and helping Ultimately, the high satisfaction of
the company unify its processes for the client led to a lasting relationship
Solution: managing these sites across global that has continued through multiple
As the healthcare product company regions and business units. application development projects.
sought a vendor to manage digital

The fact that Ci&T is a CMMI5-certified
company that masters Agile methods like
no other was a key factor in this partnership,
since you need to combine strong discipline For more information on this service from
Ci&T, write to leonardo@ciandt.com or visit
with high interaction and speed in a project of their office at Ci&T, 640 Freedom Business
Center, Suite 210, King of Prussia,
international scale such as this,” PA 19406. Phone: +1 610 482 4810

BRUNO GUICARDI, CHIEF OPERATING OFFICER AT CI&T.
Fax: +1 267 775 3347


FC- BFSI

HI-TECH
DEVELOPING HOTSITES /30
CLIENT: Yahoo!
PROVIDER: Ci&T

24X7X365 REMOTE BACKUP MANAGEMENT /31
CLIENT: a Leading Software Product Company

Sponsors

YAHOO! HI-TECH

Developing Hotsites
Yahoo! and Ci&T Create an Offshore Site

Situational Analysis: marketing services to its customers in
At A Glance
CLIENT
Yahoo! was looking to strengthen and a unique way – with its innovation,
expand its presence in Latin America. expertise and skill set. Through this Yahoo!
In order to do this, Yahoo! knew that it partnership, Yahoo! was able to work SERVICE PROVIDER
needed a development partner to help with Ci&T’s team of experts to lever- Ci&T
create hotsites to support the expan- age the newest and best technologies INDUSTRY
Hi-tech
SERVICE PROVIDED
sion and maintenance of its platform for Web development. This allowed

Web development
products. Yahoo! was looking for a Yahoo! to meet the needs of its por-

SOLUTION
partner with capabilities such as: tal, which has more than 345 million

Developed the requested hot-
A highly qualified team in users worldwide. Ci&T was able to
sites leveraging agile method-
LAMP technology deliver all the requested hotsites to
ologies
Cost effectiveness Yahoo! quickly, leveraging agile
Scalability and process innova- methodologies.
tion
Ability to quickly adapt its
process to Yahoo! Methodology

Solution:
Yahoo! chose one of the top 100 out-
sourcing companies in the world, SUCCESS METRICS
Ci&T.Ci&T delivers consulting,
Yahoo! has been able to extend its
application outsourcing and digital
presence in Latin America, as well
as its ability to deliver sponsored

“
sites as fast as three days from the
definition of layout to market.
Ci&T met 100 percent of launch
dates for all of the hotsite projects.

One of our most successful outsourcing
partnerships is with Ci&T. Ci&T delivers con-
sistent quality and transparency into its man- For more information on this service from
Ci&T, write to leonardo@ciandt.com or visit
agement services - emphasizing both pre- their office at Ci&T, 640 Freedom Business
dictability and punctuality in development.” Center, Suite 210, King of Prussia, PA 19406.
Phone: +1 610 482 4810

RODOLFO CALIL, YAHOO! OUTSOURCING MANAGER
Fax: +1 267 775 3347


HI-TECH A LEADING SOFTWARE PRODUCT COMPANY

Remote Backup
Management
× ×
Microland enables a 24×7×365 Backup At A Glance
CLIENT
Management service model for a lead- A leading software company
SERVICE PROVIDER
ing storage software company Microland Limited
INDUSTRY
Independent Software Vendor (ISV)
SERVICE PROVIDED
The Client: management services that enabled Managed Backup Services
The client is one of the world’s leading reduction in risk exposure and adhered SOLUTION
24X7X365 remote backup
management model
software product companies with to the stringent service levels while
more than 17,500 employees in over being a cost effective solution to the
40 countries. The company provides end customers.
security; storage and systems manage-
ment solutions to help its customers – Solution: SUCCESS METRICS
from consumers and small businesses Microland offered a 24X7X365
to the largest global organizations – remote backup management model TCO Reduction: Lower price points
secure and manage their information. to the client. Microland built owing to offshore remote delivery
The client is a Fortune 500 Company processes, tools and methodologies model; Highly predictable cost model
and a constituent of the S&P index. which included in-house developed based on per backup client
tools as well as client’s tools for IT – Business alignment: Parameters
Situational Analysis: monitoring and management of like committed backup success rate
Being the largest vendor of backup backups. Microland started the and restore & response times are built-
management software in the world, engagement by drawing up a in in the SLAs, thus increasing visibili-
the client needed a cost effective and a detailed RACI chart that clearly ty and benefi ts to end customers.
global delivery services strategy for defined the roles and responsibilities High Performance: Extension of the
backup operations management. of Microland, client and the end back up support window from the
Increasingly, its clients were expecting customer. Microland’s offshore team standard 8x5 model to a full
both product and service packaged provided day to day back up of 24X7X365 model; Tool based manage-
into one offering, and hence the licens- monitoring, trouble shooting and ment and monitoring ensured high
ing component of the revenue had operations management. backup success rate of over 99%
become the major growth driver. The key deliverables included
Offshore backup management model Maintain the service level of
was a key element of this strategy monthly backup success rate at
because of the inherently lower cost of upwards of 98%
delivery as well as rapid scalability it Actively track backup failures for
offered. toubleshooting, remediation and For more information on Microland Limited,
The client needed a partner with reporting. write to TransformIT@microland.com or visit
www.microland.com
remote infrastructure operations Initiate the data restore within two
expertise who could provide backup hours on receiving the request.


FC- BFSI

MANUFACTURING
NEW IT & APPS PLATFORMS /34
CLIENT: Verso Paper Corp

AUTOMATING DEALER OPERATIONS /35
CLIENT: one of the world’s largest automobile manufacturers
PROVIDER: NIIT Technologies

Sponsor

VERSO PAPER CORP MANUFACTURING

New IT & Apps Platforms
Dell customized and applied its well-established transition
methodologies for Verso Paper Corp

At A Glance
CLIENT
The Client: IT solutions to the business.
Verso Paper Corp
Based in Memphis, Tennessee, Verso After the RFP process, only 4½
SERVICE PROVIDER
Paper Corp. is a leading North months remained to complete the
Dell Services
American producer of coated and spe- project, which would serve rough-
INDUSTRY
cialty papers used in magazines, ly 3,000 employees dispersed
catalogs, and commercial printing among facilities in 11 U.S. states. Manufacturing
applications. SERVICE PROVIDED
Verso Paper Corp. was spun off by its Solution: New IT & Applications Platforms
multinational parent in 2006. As part Dell Services applied its well-estab- SOLUTION
An integrated program manage-
ment office for the transition project
of the divestiture, the parent company lished transition methodologies,
agreed to provide IT services for one which were then customized to meet
year. The former parent would provide Verso’s specific requirements. Project
only very limited transition support. teams were quickly formed recruiting SUCCESS METRICS
the most knowledgeable leadership
Situational Analysis: from across both companies. Dell Avoided financial penalties. Verso
Verso’s challenge was to establish an personnel included dedicated on-site was not assessed substantial fees
entire IT infrastructure and all applica- team members and leveraged exper- that would have been imposed for
tions in just 12 months or face severe tise from delivery centers in the U.S., continued support from the for-
financial penalties from the parent India, and Mexico. mer parent company.
company for continued support. The creation of a single, integrated Cost identification at a service-unit
As a $1.6 billion “startup” company, program management office proved level. Allows better utilization and
Verso conducted a rigorous review to be a key element for the project’s total cost of ownership management
process with three primary objectives ultimate success. This office provided to reduce overall expenses for IT.

“
for the review process: highly structured oversight of multi- Improved engineering control
An on-schedule separation from ple concurrent projects. Success technical infrastructure. Better
the former parent. required constant focus on the pro- definition for levels of redundancy,
A high-value solution over the ject schedule, reprioritization of work failover, virtualization, and disaster
term of the contract. as required, risk management, rapid recovery.
A tightly integrated team in which escalation of issues, and clean Incremental savings opportuni-
Verso IT and the services provider cutovers of critical services during the ties. Dell Services has identified
would collaborate to deliver new transition period. efficiencies that are expected to
generate $600,000 in additional
savings annually.
“Dell Services and Verso IT work so closely
and seamlessly together that to our end-
user community, IT services are seen as coming For more information on how Dell can help
your organization, please contact
from a single organization. There is no ‘us and Sujata_Rakhra@Dell.com or
them’ – it is just the IT team.” Savitha_Lakshman@Dell.com. Please also visit

BEN HINCHMAN, VP AND CIO, VERSO PAPER CORP
capabilities.


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