in a Dynamic Environment - Tata Consultancy Services

B. FOCUS AREAS OF THE COMPANY
1. Vision, Mission and Values
In the last four decades, TCS has established a
global reputation for its ability to help
customers achieve their business objectives by
providing innovative, best-in-class consulting, IT
solutions and services and making it a joy for all
stakeholders to work with the Company. These
objectives are underpinned by a robust code of
transparency, ethics and governance based on
the Tata Code of Conduct which embodies
leadership with trust, integrity and excellence;
respect for the individual as well as learning
and sharing.
Your Company has achieved its stated vision of
being among the top ten IT services companies
in the world by 2010. On the basis of parameters
like revenues, profits, number of employees and
market capitalization, the Company is among
the top ten IT services companies in the world.
We will continue to consolidate and strengthen
our position in the industry as an integrated
full services player with an unparalleled global
footprint in terms of innovation, operations and
service delivery.
2. Strategy of the Company
The core of TCS strategy is to enable our clients
to ‘Experience Certainty’ by offering a level of
certainty in their IT operations that no other
company can match. This is built by ensuring
operational excellence and rigor in all aspects
of operations; offering an integrated full service
play using our Global Network Delivery Model
(GNDMTM ) that offers customers unmatched
value. The Company develops tools, asset-based
services frameworks, and methodologies which
help speed up the delivery of client solutions at
minimal cost to the client.
2.1 Experience Certainty: Our strategy is defined
by our ability and experience to play the critical
role of a trusted business partner to large global
corporations. We have built a customer-centric
organization based on the brand promise of
“Experience Certainty”. This promise of
certainty resonates with customers as it offers
them real business results through optimal IT
design and deployment, ensuring a level of
certainty no other global firm can match. It
reflects our ability to solve the customer’s most
challenging business problem and be recognized
as the benchmark of excellence in software
development.
In order to drive the promise of certainty in
customer experience, TCS has implemented its
world class integrated Quality Management
System (iQMS) across the organization and
through this we ensure excellence in delivery
to our customers.
TCS has pioneered a new level of transparency
and direct focus on quality of customer
experience, by building “Experience Certainty”
dashboards for customers to view and compare
quality of delivery vis-à-vis their quality of
experience.
Launched last year, these digitized delivery
dashboards provide internal metrics on quality
of delivery, timeliness of delivery, performance
within budget, cost of quality and compliance
to SLA’s (Service Level Agreements) which can
then be compared against quality of customers
experience as reported by customers through
the biannual customer feedback survey.
These “Experience Certainty” dashboards have
been successfully piloted in 50 customer
accounts across verticals and geographies last
year where C-level executives at customers have
on-line real-time access to their relationship
metrics. In these times of uncertainty, TCS
transparency on the “Experience Certainty”
brand promise is being very positively viewed
by its customers.
2.2 Global Network Delivery Model:
Underpinning the promise of delivery
excellence and the experience of certainty for
our customers is our unique Global Network
Delivery Model (GNDMTM ) that allows the
Company to deliver services to customers from
multiple global locations in India, China, Europe,
North America and Latin America. The GNDM
enables the Company’s delivery centers to
collaborate on projects, leverage all its assets
in order to ensure ‘One Global Service
Standard’ — through homogeneity in terms of
quality, skills as well as look-and-feel. This gives
the Company’s customers the same ‘experience
of certainty’, irrespective of delivery location.
TCS’ Global Network Delivery ModelTM offers
clients:
Global, Interconnected Workforce
� On-site, domestic and offshore staffing
� Deep technology and domain expertise
� Effective and scalable talent
management.
Integrated Processes
� Capability Maturity Model Integrated
(CMMI) Level 5 quality processes
� World-class security procedures
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