RESEARCH ON

WORK EXPEREINCES
IN
WIPRO BPO

By,

T.Reshma

MBA

Amity
B-School

History
Wipro began in 1947, as a vegetable oil company from an old mill
founded by Azim Premji's father. When he died in 1966, Azim, a
graduate in Electrical Engineering from Stanford University, took
on the leadership of the company at the age 21. He repositioned
it and created (Western India Vegetable Products Ltd) Wipro Ltd in
1966 into a consumer goods (FMCG) company that was then a $2
million hydrogenated cooking oils/fat company, laundry soap, wax
and tin containers and later set up Wipro Fluid Power to
manufacture hydraulic and pneumatic cylinders in 1975. Even as
Wipro made money, Premji continued to look for new
opportunities.

In 1977, India's socialist government asked IBM to leave the

country. Premji decided to get into computer hardware. In 1979,
he began developing his own computer and in 1981, started
selling the finished machine -- the first in a string of products that
would make Wipro, India's top-selling computer maker for two
decades. The company licensed technology from Sentinel
Computers in the United States and began building India's first
mini-computers. Premji hired managers who were computer
illiterate, and strong on business experience. They learnt quickly
about technology and made hardware an extremely profitable
venture. It was only a matter of time before Wipro engineers
started developing software packages that were not available off-
the-shelf at that time, for hardware customers. This diversified
into the IT business in 1980 and subsequently invented the first
Indian 8086 chip. In 1992 a lighting business was established and
by 2000 listed Wipro Ltd ADRs on New York Stock Exchange.

Present
Today it has emerged as a multi business and multi location
corporate entity. Its businesses range from Consumer Products,
Infrastructure Engineering to specialized IT Products & Services.
Recently, Wipro had focused on building its enterprise
applications business. Wipro realised that global giants who had
installed expensive packages like Oracle and SAP wanted to get
more out of their investments. American consultancy firms
typically charged $125-130 per hour for this while Indian
companies did it for $75-80 per hour. It is the global IT services
arm of Wipro Limited (in operation since 1945, incorporated
1946). It is headquartered in Bangalore and is the third largest IT
services company in India. It has 97,250 employees as of
November 4, 2008, including its business process outsourcing
(BPO) arm which it acquired in 2002. Due to the company being
one of the top three recruiters in India, the present applicant pool
for Wipro is over 300,000 applicants. Wipro is a preferred
employer for the top talent class in India and recruits from over
160 leading engineering and management colleges.

Wipro Technologies has over 300 customers across U.S., Europe

and Japan including 50 of the Fortune 500 companies. Wipro
Technologies has alliances with over 100 firms across the World to
provide customers with the highest quality of service. The
following companies are examples of successful customers of
Wipro:

Nokia
Cisco Systems
Toshiba TEC
Symantec
Compaq
Pacificorp
Emerson Appliance
Exel
Sanyo Electric
Intel
Goldman Sachs
Fidelity 24/7

With revenue in the excess of US $5 billion, Wipro is one of India's

major IT companies. Wipro Technologies has been assessed at
Level 5 of People Capability Maturity Model (PCMM) under the
Software Engineering Institute Carnegie Mellon University
certification process and it's the first company in the world to win
this certification. Wipro is the first SEI CMM Level 5 certified IT
Services Company operating in the global market. The Wipro
Employee Stock Option Plan (WESOP) allows employees to share
in the companies success. It has dedicated development centers
and offices across India, (Headquartered at Bangalore, the
company has operations in Mumbai, Pune, Chennai, Hyderabad,
and Gurgaon.) Europe, (Romania), Egypt, North America, Latin
America and Asia Pacific. The current Chairman, Managing
Director and majority stake owner is Azim Premji, who has headed
the software and hardware divisions since Wipro's inception.

Located in over 35 countries with 10 nearshore development

centers, Wipro Inc. has been declared the 4th largest in the world
in terms of market capitalization in IT services having a CAGR of
42% in the last 5 years.

Examples of Wipro's product design work include developing an

Internet-browsing phone for a Japanese telecom company in
1998, helping chipmaker Texas Instruments produce digital signal
processing software, and creating an automotive display unit for
Italian manufacturer Magneti Marelli that combined functions
including cell phone capability, global position system technology,
a navigation system and a CD player.

Wipro maintains four values which "form the bedrock of their

vision." These values are Human Values, Integrity, Innovative
Solutions and Value for Money. Wipro believes these values guide
their thinking, behaviour, and culture.

One of Wipro’s newest initiatives is helping companies reduce

cost by ‘going green’ with their new Green IT program. Some of
the services offered include: reducing overall cost through energy
savings, reducing fuel costs by using virtual workspaces, reducing
carbon footprints by using their Carbon Footprint Accounting tool,
and saving trees through office solutions.
Wipro Spectramind gets a new name;
it’s Wipro BPO now
Wipro has decided to rename Wipro Spectramind as Wipro BPO
with its business accounting for 10% of Wipro Technologies’
revenues and having earned a firm footing in the sector.

Company sources said that over the past three years since the
Spectramind acquisition in 2002, Wipro has been able to develop
a successful third-party offshore BPO business with a wide range
of offerings, so it is time to develop a Wipro brand for the
business.

Wipro Spectramind is likely to change its second half in April-May.

According to a company spokesperson, the normal process of
name change has been initiated. The company has already sent a
circular to its employees.

“We think enough identity has been given to the fact that Wipro
has a BPO business, there is no need to carry Spectramind
name,” said the spokesperson.

Wipro acquired Spectramind in 2002 paying Rs 4.2 billion. At that

time, Spectramind’s annual business was $11 million with 2,500
employees. In 2003-04, Wipro Spectramind’s revenue was $95
million with 13,300 people working in six centres.

According to Wipro, today Spectramind eSevices is the largest

third party BPO service provider in the country with 31 clients till
the second quarter of 2004-05.

The acquisition was a success for Wipro in terms of integration of

the two companies and the long-term goal of offering various non-
voice services to its clients along with software solutions.
BPO Industry in India

Business process outsourcing (BPO) is a broad term referring to

outsourcing in all fields. A BPO differentiates itself by either
putting in new technology or applying existing technology in a
new way to improve a process.

Business Process Outsourcing (BPO) is the delegation of one or

more IT-intensive business processes to an external provider that
in turn owns, administers and manages the selected process
based on defined and measurable performance criteria. Business
Process Outsourcing (BPO) is one of the fastest growing segments
of the Information Technology Enabled Services (ITES) industry.

Few of the motivation factors as to why BPO is gaining ground

are:

• Factor Cost Advantage

• Economy of Scale
• Business Risk Mitigation
• Superior Competency
• Utilization Improvement

Generally outsourcing can be defined as - An organization

entering into a contract with another organization to operate and
manage one or more of its business processes.

Different Types of Services Offered By BPO's

1. Customer Support Services
2. Technical Support Services
3. Telemarketing Services
4. Employee IT Help-desk Services .
5. Insurance Processing
6. Data Entry Services / Data Processing Services
7. Data Conversion Services
8. Scanning, OCR with Editing & Indexing Services
 9. Book Keeping and Accounting Services
10.Form Processing Services

Hypothesis
• Many Competetors of Wipro BPO always tries to take the
place of its rank and also its place.

• No effective advertisement of BPOs which leads a

misconception in our mind about the night shifts and
environment.

• People still consider BPO to be "low brow", thus making it

difficult to attract the best talent.
 • There are hardly any benchmarks for compensation and
benefits, performance or HR policies. Everyone is charting
their own course.

• Customer-companies tend to demand better results from

outsourcing partners than what they could actually expect
from their own departments. "When the job is being done
10,000 miles away, demands on parameters such as quality,
turn around timeliness, information security, business
continuity and disaster recovery, etc, are far higher than at
home. So, how to be more efficient than the original?

• As there is no growth opputunity or no quick promotions

people get a negative opinion on BPO.

Objectives
• Work Culture
 • Shifts

• SWOT Analysis

• Effects of BPOs

• Why people don’t prefer?

• Global Recession Effects

• Work Experience

Methodolgy
Location of the Study-Wipro BPO,Hyderabad

Sample Size-10

Method of Data Collection- Direct Interview

Open Ended Questions

Close Ended Questions

Mail Questionnaire

Interview Schedule Or Questionnaire

Name of the Employee

Serial No.
Employee Code No.

Designation

1. Do you think Outsourcing is good?

Yes-_____ No-_______

2. What are the frequent challenges you normally face in your

work?

3. What amenities you suggest for your organization to have an

interesting or good environment in the office?

4. Can any person having bad Academic record but having very
good fluent English join in Wipro BPO, If yes how?

5. Do you think Training and Development still should be

improved?

Yes-_____ No-_______

6. ICICI is providing numerous facilities to the customers.in your

opinion how far it attracts consumer towards ICICI PLC.

1.very much

2.much

3.little

4.not at all

7. Wipro BPO is Competing with_________________________

8. What are the effects you experienced because of Global

Recession?
 9. What are the health problems you got because of their night
shifts?

1.Sleep disorders

2.Eye sight problems

3.Heart diseases

4.All of them

5.None of the above

10.Wipro Bpo is providing numerous facilities to the customers,

in your opinion how far it attracts to have a good
Recruitment pool

1.very much

2.much

3.little

4.not at all

11. How do you handle, if the caller starts abusing you?

12. If you have to motivate a person to join wipro BPO,how will

you

Rank the options given below to encourage :

1.Good Salary

2.Scope to learn American accent

3. Flexibility of time

4.Attractive life style

 5.Transport facility

13.Why don’t people prefer Wipro BPO’s jobs though it has a very
good scope in the market?

14. What do you feel about the comfort in Wipro BPO?

1.More space
2.Good amenities like Gym,multi cuisine food,etc..
3.Better attention
4.Sitting arrangement
5.Freindly environment

15. What is your experience in Wipro BPO?

1.Excellent
2.Very Good
3.Good
4.Fair
5.Poor