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Infossys Technologies Case Study

1462 words - 6 pages

Case Study: Essay

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Infosys Technologies are global leaders in IT, Consulting and Outsourcing Solutions, by helping companies improve their service offerings while providing them with solutions to evolve, and become innovators in their industry. Infosys Technologies success is a reflection of the companies vision, values and mission for excellence amongst their competitors. By developing a clear and effective business model, excellent products and services while maintaining a strong relationship with their clients, it has enabled Infosys to move forward and continue their success.

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The Infosys mission statement is “to achieve our objectives in an environment of fairness, ...view middle of the document...

This put forward the idea of creating the Global Business Model which is a business model that is now what differentiates them from their competitors. The Global Delivery Model distributes the project to different locations such as onsite with the client, nearshore, or offshore which would reduce the cost of a project by 30%, with a quick turn around as with the teams being offshore as well it would enable a 24 hour work cycle.

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Following its evident success ICI applied the Global Delivery Model and integrated business consulting and technology implementation to their business strategy and recognised the difference it made in regards to cost and time efficiency, for both the client and the company itself. This was called the “1-1-3 model” and it offered customers one ICI resource onsite, one Infosys Technologies resource onsite and three Infosys Technologies resources in offshore centres which include India, China, Australia, Mauritius, and Czech Republic (Capur, Burgelman 2006). Steve Pratt the CEO and Managing Director of ICI described, “We’ve been the pioneers in creating the model of the future. Everyone is scrambling to get to our model, so the race is whether we can scale our model fast enough” (Capur, Burgelman 2006).

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To help differentiate ICI from its other established competitors, the firm was able to charge a much lower hourly rate of $100 compared to its other competitors such as IBM and Accenture who’s hourly rate were between $175 to $200. This strategy along with creating a great company structure that included experienced employees, and targeting the existing client base of Infosys technologies, which they had a established relationship with, to offer their consulting services and for a straight re-buy which showed rapid growth for the company. (Capur, Burgelman 2006)

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To remain a successful company it is important to ensure customers are content with the service provided to them. In order for ICI to measure customer satisfaction, they requested feedback from their clients following the completion of a project with ICI, to ensure they have met or even exceeded their customers expectations and use this strategy as a means of improving their services, and the results from one hundred clients as of 2006 showed an average of 130 rating out of 200 with 100 being an indication of a satisfied customer. The employees are also rewarded with bonuses depending on the value they have provided to their customers, based on the ratings given by them following the project. (Capur, Burgelman 2006)

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One of the many factors that has generated success for Infosys, is their employee and client centric approach within their company. By rewarding their employees, providing training and nurturing their skills to ensure they are the best in their role. Providing an environment that is supportive, nourishing and rewarding will make employees perform well and want to excel at their role.

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