Infosys® Technologies Ltd.: Growing Share of a Customer’s Business James A. Narus D.V.R. Seshadri* March 2004 * James A. Narus is Professor of Business Marketing‚ Babcock Graduate School of Management‚ Wake Forest University in the U.S.A. D.V.R. Seshadri is Visiting Professor at Indian Institute of Management Bangalore‚ India. We gratefully acknowledge the significant contributions of Infosys executives and managers in providing case information. CASE QUESTIONS TO ADDRESS 1. Looking
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Origin and meaning of BPR Business Process Re-engineering (BPR) had its origin in America in the early 1990s. It is a process where a group of logically related tasks involves the firm ’s resources to provide customer-oriented results in support of the organization ’s objectives (www.oaktraining.com). Every organization venture into re-engineering for three “C” and they are customers‚ competition and change. From the customers emerge demand‚ there is constant change in their needs
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Critiques of Taylorism Taylorism promotes the idea that there is "one right way" to do something. As such‚ it is at odds with current approaches such as MBO (Management By Objectives)‚ Continuous Improvement initiatives‚ BPR (Business Process Reengineering)‚ and other tools like them. These promote individual responsibility‚ and seek to push decision making through all levels of the organization. The idea here is that workers are given as much autonomy as practically possible‚ so that they can
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INFS2005 Accounting Information Systems Research School of Accounting and Business Information Systems Group Assignment (Due on 6 May 2014) 20% of overall assessment Introduction The objectives of this assignment are to assess your knowledge in (1) systems documentation; (2) analysis of internal controls; and (3) business process re-design. To complete this assignment‚ you should form groups of five to six (5‒6) students. We will not adjust the assignment marks according to the size
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paradigm‚ introduced by Michael Hammer and major consulting firms‚ is referred to as: A) Total quality management B) Synchronous manufacturing C) Electronic enterprise D) Manufacturing strategy paradigm E) Business process reengineering 7) Federal Express provides overnight delivery of documents and small parcels. The primary transformation function provided by Federal Express can best be described as: A) physical B) location C) storage D) physiological
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at the MBA institute. The summer interns also serve as unofficial spokespersons of the organisation and help in image building on campus. Some ideal projects for summer internships can be in the areas of strategy formulation‚ business process reengineering‚ MIS‚ ERP implementation‚ retail/investment banking‚ industry analysis‚ new product launches‚ sales and distribution‚ market research and advertising‚ etc.‚ among others. However‚ this is not an exhaustive list of areas but can be varied to suit
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In the DMI Field Service Case‚ the company has troubles meeting the customer demands in a timely manner. The quality of the service remains as an important task to improve for the DMI Company and we will be analyzing the issues related with the reengineering process of the FSD. 2. Process Analysis 3.1. Current System Current process flow of DMI Warranty is very simple. Every step is done by people‚ except for dispatching calls to regional center via computers. Total amount of employees
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eBAGS Case Study Operations Introduction eBAGS was officially launched in 1999 with a mission “To be the world’s most recommended retailer of bags and related accessories by delivering a trustworthy and innovative customer experience while being a cool place to work‚ and earning a superior profit” (eBAGS‚ 2011). Founded by John Nordmark with assistance from Peter and Elliot Cobb‚ Frank Steed‚ and Andy Youngs‚ this group risked all of their life savings to start a storefront
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What is operations management? Operations management defined Operations management is the activity of managing the resources which are devoted to the production and delivery of products and services. 1 The consultancy services market – % of world revenues of 40 largest consultancy firms Financial 6 Organizational design 11 Marketing / sales 2 Operations and process management 31 Benefits / actuarial 16 Corporate strategy 17 IT strategy 17 The operations function is fashionable
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develop their Field Service business processes. In the DMI Field Service Case‚ the company has troubles meeting the customer demands in a timely manner. The quality of the service remains as an important task to improve for the DMI Company and reengineering process of the FSD brought up many issues. Re-engineered Process The current process flow of DMI Warranty is very simple. Every step is done by its employees‚ except for dispatching calls to regional center via computers software. There are only
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