in a Dynamic Environment - Domain-b

B. FOCUS AREAS OF THE COMPANY1. Vision, Mission and ValuesIn the last four decades, TCS has established aglobal reputation for its ability to helpcustomers achieve their business objectives byproviding innovative, best-in-class consulting, ITsolutions and services and making it a joy for allstakeholders to work with the Company. Theseobjectives are underpinned by a robust code oftransparency, ethics and governance based onthe Tata Code of Conduct which embodiesleadership with trust, integrity and excellence;respect for the individual as well as learningand sharing.Your Company has achieved its stated vision ofbeing among the top ten IT services companiesin the world by 2010. On the basis of parameterslike revenues, profits, number of employees andmarket capitalization, the Company is amongthe top ten IT services companies in the world.We will continue to consolidate and strengthenour position in the industry as an integratedfull services player with an unparalleled globalfootprint in terms of innovation, operations andservice delivery.2. Strategy of the CompanyThe core of TCS strategy is to enable our clientsto ‘Experience Certainty’ by offering a level ofcertainty in their IT operations that no othercompany can match. This is built by ensuringoperational excellence and rigor in all aspectsof operations; offering an integrated full serviceplay using our Global Network Delivery Model(GNDM TM ) that offers customers unmatchedvalue. The Company develops tools, asset-basedservices frameworks, and methodologies whichhelp speed up the delivery of client solutions atminimal cost to the client.2.1 Experience Certainty: Our strategy is definedby our ability and experience to play the criticalrole of a trusted business partner to large globalcorporations. We have built a customer-centricorganization based on the brand promise of“Experience Certainty”. This promise ofcertainty resonates with customers as it offersthem real business results through optimal ITdesign and deployment, ensuring a level ofcertainty no other global firm can match. Itreflects our ability to solve the customer’s mostchallenging business problem and be recognizedas the benchmark of excellence in softwaredevelopment.In order to drive the promise of certainty incustomer experience, TCS has implemented itsworld class integrated Quality ManagementSystem (iQMS) across the organization andthrough this we ensure excellence in deliveryto our customers.TCS has pioneered a new level of transparencyand direct focus on quality of customerexperience, by building “Experience Certainty”dashboards for customers to view and comparequality of delivery vis-à-vis their quality ofexperience.Launched last year, these digitized deliverydashboards provide internal metrics on qualityof delivery, timeliness of delivery, performancewithin budget, cost of quality and complianceto SLA’s (Service Level Agreements) which canthen be compared against quality of customersexperience as reported by customers throughthe biannual customer feedback survey.These “Experience Certainty” dashboards havebeen successfully piloted in 50 customeraccounts across verticals and geographies lastyear where C-level executives at customers haveon-line real-time access to their relationshipmetrics. In these times of uncertainty, TCStransparency on the “Experience Certainty”brand promise is being very positively viewedby its customers.2.2 Global Network Delivery Model:Underpinning the promise of deliveryexcellence and the experience of certainty forour customers is our unique Global NetworkDelivery Model (GNDM TM ) that allows theCompany to deliver services to customers frommultiple global locations in India, China, Europe,North America and Latin America. The GNDMenables the Company’s delivery centers tocollaborate on projects, leverage all its assetsin order to ensure ‘One Global ServiceStandard’ — through homogeneity in terms ofquality, skills as well as look-and-feel. This givesthe Company’s customers the same ‘experienceof certainty’, irrespective of delivery location.TCS’ Global Network Delivery Model TM offersclients:Global, Interconnected Workforce On-site, domestic and offshore staffing Deep technology and domain expertise Effective and scalable talentmanagement.Integrated Processes Capability Maturity Model Integrated(CMMI) Level 5 quality processes World-class security procedures51