Service Improvement by Innovation
 
Company : Wipro Infotech, Mumbai
Industry : IT
Year of Submission : 2005
Status : Participant
 
Abstract
Wipro Infotech is the IT services, solutions and products division of the Rs 81.7 billion, Wipro Ltd. Over the last two decades, Wipro has perfected a powerful delivery model that integrates people, processes and technology expertise and delivers IT services and solutions. Discerning organizations have recognized the need to leverage on outsourcing partnerships to drive their business strategies. However, the traditional IT infrastructure has several disadvantages. These include, no consistency in service quality as it is completely people dependent, absence of proactive management and hence inability to reduce risks of infrastructure downtime, absence of reports and analysis to forecast trends or plan future investment in technology and so on. Wipro Infotech, examined how business can be transformed using the remote model of service delivery, the business issues and trends driving the process, and the benefits to both the customer and service provider in going the remote way.
 
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