Global Delivery Enablement

Abhay Kelkar, Accenture

Nasscom Quality Summit, August 2005

Agenda
• Global Customers & Delivery

• Global Delivery Model

• High Performance Delivery

• Our Experience

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“Global” Customer

Customers are across globe, customers are global.

Deliver solutions globally
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Global Delivery
Traditional Delivery Global Delivery
• 2 dimensional – • Multi-dimensional –
onsite / offshore multiple centers
ROI
• Single center • Multiple businesses /
Business backbone
• Single project / Mission critical applications
program manager Strategic • Multiple project /
• Transactional program managers
High • Sophisticated users
Evolved • Procurement
Niche Trusted partner
Innovation 

Pilots/POC/ Research Global Delivery • Various risk appetites

• Integrated delivery

Buyer-Seller Outsourcing vendor

Project delivery Volume business
Low Traditional
Delivery  High Performance
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 Different Views
Client
• Value
• Reliability
• Flexibility
• Innovation
• Trusted partner
• Risk

Service Mgmt Delivery

• Business solution • Mobilization
• Solution delivery • Requirements mgmt
• Service transition • People mgmt
• Finance mgmt • Process maturity
• Relationship • Continuous improvement
• Risk mgmt • Client satisfaction
• Industrialization
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Global Delivery Model
Delivery Onsite & Regional Global Delivery

Client Sites Delivery Centers Delivery Centers

Location

Onsite delivery Regional Global

Multidisciplinary Teams

Methodology, Tools and Architectures

•24x7 access worldwide •Diverse skills

•Catering to business requirements,
•Industry-leading capabilities risk profile
•On, near and offshore nodes
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High
Performance
Delivery Solution Mgmt
Operating
Models

Service Delivery

Metrics Operational
Programme Reporting
Projects
Delivery Platform
Estimating Methods & Process

Mobilisation Tools
Quality Assurance Certification
Continuous Improvement & Innovation

Capability Platform
Sourcing Community Enablement
Measured Proficiency IP Creation
Training, (Domain & Technical)
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Capability Platform
Build consistently, globally
Deploy locally - different skills/maturity across locations

• Capability groups
CoE
• Technology practices Delivery
• Technology career track Training
Support
• Center of Excellences/ Labs Capabilities
• Training/ certifications Business
Sourcing
Development
• Technology innovation
Community
• Global & local communities
• Knowledge portals
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Delivery Platform
• Delivery suite
Accenture
• Integrated quality function Delivery Methods
deployment – contract,
delivery, relationship Accenture
• Tools - project management, Delivery
quality assurance, SDLC, Processes
resource, portfolio Accenture
management Delivery Tools

• Certifications – CMMI®, P- Accenture

CMM®, eSCM, BS7799, Delivery Architectures
BS15000, SAS70, COPC
Accenture Delivery Metrics

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Solution Management
• Trusted partners / relationship managers
• Deal shaping – operating model
• Transition – specialists, tools
• Service management
• Metrics / SLA definition
• Escalation management
• Dashboards
• Business continuity
• Security
• Satisfaction

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Transition
Transition
Pre- Life Cycle
Transition

Detailed Planning and

KT Team Verification

Methodology
• End of Sales Process Knowledge Transfer
• LOI/Contract Signed
• Infrastructure Setup Handover
Complete

• Signed-Off Steady State

• Offsite
• Transition Plan Operational
• Readiness
• Offsite Service
• Delivery Commences

Project Management, Tools, Methodology, Templates, Best Practices

Experts KT Tools

It’s a monthly process. We Order to Cash

have to complete it before
the 15th of every month.

That makes sense now.

Mark, does this process
require admin rights?

Tools
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Service Management
5. Automate 1. Capture requests on-line
service or via automated
reporting and interfaces
billing
interfaces.

2. Route requests
intelligently between
4. Provide online client support structures -
visibility into all driven by business
service status with rules
automated 3. Manage OLAs/SLAs via
notification and metrics established upfront with
escalation as real-time dashboards to provide
appropriate. visibility into performance.
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Business Continuity

Contract Scenarios Standar

Complia ds
nce Business priorities
Crises management
Client Audits Continuity plan Audits Centre
Team s
Plan maintenance
Exercising of the plan
Testing Period testing of the plan Testing

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Security
Information Security
Physical Security
Firewalls
24x7 guards
Antivirus
Virtual LANs Physical access
Access control Physical Security control
Information
Back-ups at off-sites Security Secured bays
Security audits CCTV
Access records
Confidentia Infrastructure
Confidentiality lity Reliability Infrastructure
reliability
NDA
Power
Policies
Network
Shredding Disaster recovery
Background checks Scalability
Consistency
Service
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Feedback
Annual
CXO Client

Client
Business Six months Business
Leads

Onsite
Business Quarterly Engagement
Manager

Onsite
Project Manager Regular Project/delivery

Feedback providers Frequency Scope of work

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Our Experience
Revenues FY04 • $13.67bn (37% outsourcing)
• ~ 115,000 employees; 48 countries
Scale
• 4000+ clients on nearly 18,000 engagements
over the past five years
Global Delivery Model • 31,000 outsourcing professionals serve 375+
clients worldwide
• 40 delivery centers worldwide
• CMMI®, eSCM, ITIL, COPC, SAS 70,
BS7799, Six Sigma
Intellectual Property • Issued 100 patents in the last 3 years, 950
applications pending
Recognition • 51st best Global brand by BusinessWeek
2005
• 9th in 2004 BusinessWeek InfoTech 100 List
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 Thank you

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