Technical Support Global
Outsourcing Initiatives
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Strategic Partnerships, Focus on Outsourcing
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Second level
Third level
Douglas level
R. Batts
Fourth
Director of WW Technical Support
Fifth level
Semiconductor Division
Texas Instruments, Inc.
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Technical Support Global
Outsourcing Initiatives
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edit Instruments
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Revenue Breakout, 2002
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Total $8.4B
• Second level
• Third level Semiconductors $6.9B
• Fourth level
• Fifth&level
Sensors
Controls
$1B
Educational &
Productivity Solutions
$.5B
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Technical
Support
Global
Texas
Instruments
Outsourcing Initiatives
Global Presence
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Melville
Poughkeepsie
Rochester
Vancouver
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Shanghai
Bangalore
Almelo
Holland
Amsterdam
Utrecht
Dublin
Zurich
Stockh
Vienna
Laurence Harbor
Morganville
Warren
Portland
Seattle
thantext
35,400
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employees worldwide
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Second level
Third level  20,400 in the Americas
 7,900 in Asia
Fourth level
 3,300 in Japan
Fifth level
Beijing
Baoying
Quebec
Chicago
Detroit
Indianapolis
Bloomington
Chinchon
Seoul
Atsugi
Palo Alto
Hatogaya
San Diego
Hiji
San Jose
Kitsuki
Santa Rosa
Miho
Santa Cruz
Nagoya
Santa Barbara
Osaka
Woodland Hills Aurora
Oyama
Longmont
Tokyo
Austin
Tsukuba
Dallas
Hong Kong
Yokohama
Houston
Lewisville
Chung Ho
McKinney
Taipei
Plano
Sherman
Baguio
Mesa
Phoenix
Taipei
Tempe
Ottawa
Toronto
Attleboro
Mansfield
Waltham
Livingston
Blackheath
Northhampton
Brussels
Leuven
Freising
Stamford
Madrid
Manchester
Nice
Merrimack
Paris
Baltimore
Grenoble
Germantown
Pittsburgh
Cary
Raleigh
Altamonte Springs
Versailles
Ft. Lauderdale
Atlanta
Tampa
St. Louis
Cincinnati
Schaumburg
Warrenville
Austin
Espoo
Copenhagen
Ballerup
Alborg
Essen
Koblenz
Stuttgart
Milan
Herzlia
Kfar Saba
Aguascalientes
Guadalajara
Mexico City
 2,900 in Europe
Kuala Lumpur
Singapore
Campinas
San Paulo
Sydney
Melbourne
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Technical Support Global
Outsourcing Initiatives
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WW
Technical
Support
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• Second level
Asia
Japan
Americas
• Third level
Product Information
Product Information
Product Information
Center - Taiwan
Center
Center
• Fourth level
Product Information
Center - Shanghai
Sales
Lead
Sales Lead
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Fifth
level
Management
Management
Sales Lead
Management
DSP SDS
Support Team
Product Information
Center
Sales Lead
Management
Centralized Account
Management
Centralized Account
Management
WW KnowledgeBase
Operations
Europe
India Email
Support Team
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Technical Support Global
Outsourcing Initiatives
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TI PIC Global Presence
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Second level
Third level
Fourth level
Fifth level
Americas PIC
Dallas,Texas
Europe PIC:
• Harte Hankes
Freising, Germany
• 15-20K customers
• Harte Hankes
• 10-15K customers
Japan PIC:
Tokyo, Japan
• Tele-Marketing-Japan
•5K customers
Asia PIC:
Taipei, Taiwan
• Netwise
• 5K customers
China PIC:
Shanghai, China
• Opening 11/03
• Sykes Industries
• 5K customers
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Technical Support Global
Outsourcing Initiatives
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Balancing Off-Shore Risks vs Rewards
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• Lack
of scale
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• Lower operational cost
• Supply chain infrastructure
structure
Second level
• Quality controls
Third level
Fourth level
Off-Shore Rewards
Off-Shore Risks
Fifth level
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*China's low labor costs are no substitute for diligent supply chain management, Andrew Maclellan EBN
Technical Support Global
Outsourcing Initiatives
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Factors
Off-Shoretitle
Direction
volumes
•• Increasing
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• Flat operational budget $
• Increasing case complexities
constraints
•• Improved
Second
level
customer
support initiatives
• Shrinking Americas talent pool
•
Improved
case
resolution
times
• Third level
• Fourth level
• Fifth level
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Outsourcing Initiatives
America’s
Engineeringtitle
Talentstyle
Pool
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US Graduate Talent Pool
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100%
80%
60%
40%
20%
0%
YR02 Engineering Talent Pool
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Second level
Third level
Fourth level
Fifth level
100%
80%
60%
40%
20%
0%
1988
2001
BSEE Grads
BS Eng Grads
• Bachelor degrees in engineering in 2001 were 65,195,
down from 71,386 in 1988, an 8.6 percent drop*
• For the same time period, electrical engineering
degrees declined 47 percent, from 24,367 to 12,929
US
BS Eng Grads
China
BS Grads
• Europe graduates three times as many engineering
students as the US, Asia five times as many.
• Less than two percent of U.S. high school graduates
will earn an engineering degree
• In the US, more students are getting degrees in “parks
and recreation” than in electrical engineering. **
*American Association of Engineering Societies
** Wall Street Journal
* Southern Methodist University
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Technical Support Global
Outsourcing Initiatives
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Considerations
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• Leadership
in Key
Disciplines
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• Quality of Operations
Second level
• Skills and breadth of available talent pool
Third
level effectiveness
• Operational
• Efficiency
Fourth
level of Operations
• Cost effectiveness
Fifth
level
• Scalability
• Flexibility
• Global Footprint
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Technical Support Global
Outsourcing Initiatives
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Top 9 Indian IT vendors
Ranking
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Vendor
Overall rating
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Second level
Third level
Fourth level
Fifth level
1
Tata Consultancy Services
Positive
2
Infosys Technologies
Positive
3
Wipro Technologies
Positive
4
Satyam Computer Services
Promising
5
HCL Technologies
Promising
6
Patni Computer Systems
Promising
7
Covansys Corporation
Promising
8
Cognizant Technology Solutions
Positive
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Syntel
Promising
The Gartner Offshore Vendor Ratings provide clear, concise indicators of each vendor's
overall status and the status of such initiatives as strategy, organization, product(s),
technology, marketing, financials and support.
August 7, 2003
Source: Rediff.com
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Technical Support Global
Outsourcing Initiatives
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Key Outsourcing SLA Considerations
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• Metrics
Second
level
• Hiring/retention
Third
level
• Training
(80/20 or 20/80)
• Formal review
Fourth
levelprocess
• Exit clause
Fifth level
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Technical Support Global
Outsourcing Initiatives
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Typical
Programtitle
Elements
• Program Overview
•• Human
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• Recruitment
• Second
level
• Training
• Third
level
• Retention
•• Quality
Fourth level
• Performance Objective
• Fifth
level
• Implementation
• Account Management
•Quality Assurance
• Schedule
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• Pricing
8/03 Shanghai PIC Proposal
Technical Support Global
Outsourcing Initiatives
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end Product Design & Support
Developer / Field Engrs
/ Sys admin / Pre-Sales
Technical assistance
Product
Support
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Current engineering
End-user helpdesk
support
support
• Second level
• Third level
System integration
Product
•Design
Fourth level
Testing
System
Applications
• Fifth level
Silicon
Concept
VLSI Design
System Design
T
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O
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s
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c
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Product architecture & Consulting
Comprehensive range of Product Engineering solutions
*Wipro Technologies customer presentation - YR03
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Technical Support Global
Outsourcing Initiatives
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PreAnalysis
Analysis
Transition
Management
Ongoing
Operations
•Understand client business
•Identify outsource
opportunities
•Assess requirements
•Review environment
•Confirm viability
•Gather documentation
•Identify solution and costing
•Confirm and validate with client
•Prepare process implementation
plan
•Adapt process plan
•Emulate client process
•Document operating plan
•Confirm performance requirements
•Customer acceptance
•Operations accepts service
responsibility
•Quality plan put into effect
•SLA acceptance
•Client process understanding
•Joint recommendations for
outsourcing of any
related/relevant process other
than mentioned in the
contract/RFP
•Requirements document
•Environment/Resources
/Performance Document
•As-is process mapping document
•Solution / Technology document developed in conjunction with the
client
•Process implementation plan
•Operating Plan Blueprint
•Performance requirement document
•Resources / Infrastructure /
Technology ramp-up
•Quality plan
•Knowledge transfer from client site to
operations team offshore
•Pilot Process kick-off
•Continuous Monitoring by client
on SLA’s
Location
Offshore
Offshore-Onsite
Offshore-Onsite
Offshore
Timeline
1-2 weeks
1-2 weeks
2-3 weeks
Ongoing engagement
Responsibility
Client functional managers
Wipro BPO specialists
Client functional managers
Wipro analysis team
Client functional managers
Wipro transition team
Client operations team
Wipro service delivery head
Key
Activities
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• Second level
Deliver• Third level
ables
• Fourth level
• Fifth level
Our engagement approach is structured along four phases
Using Transition Toolkit
*Wipro Technologies Customer presentation YR03
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Technical Support Global
Outsourcing Initiatives
Technical
Support Model
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Customer
Touch Points
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Product Information Centers
Level I
PIC
Front End
WW LBEs/SBEs
Level III
Level II
Catalog
Back End
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Product
(
)
TI Engineers
Applications
Support
Second level
Senior
Information
Specialists
Third level
Wipro India
Wipro India
Out-sourced
Out-sourced
DSP L3
Fourth level DSP/HPA L2
Support
Support
K-Base
(E-mail only)
(E-mail only)
Fifth level
OutSourced
(Specialization
by Product.SBE)
ti.com
DSP Village
Analog
Portals
Field Sales
Field Sales
Customer
Organization
Service
Regions
Strategic Partnerships
Model
Americas
Harte-Hanks
In-Source
Europe
Harte-Hanks
In-Source
Asia (Taipei)
Netwise
In-Source
Asia (Shanghai)
Sykes
In-Source
Asia (India)
Wipro (L2/L3 only)
Off-Shore
Japan
Tele-Marketing-Japan
In-Source
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Technical Support Global
Outsourcing Initiatives
Case study: Technical support Leading Semiconductor vendor
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Client
Situation
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Transition
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started
Wipro uses Vantive for
with L3 TAC support
issue management and
Secondforlevel
limited product
Citrix for accessing
families for EMEA and
Client’s k-base
APAC escalations
Siebel based call tracking
Third level
Wipro used a
& escalation system
transition process
In a 12 months period,
Fourth level
comprising preWipro supports most
process and process
product families and
Fifth level
training on a train the
provides L3 support to
 Our client is a global
leader in DSP and
analog products
 Product support is
strategic to client’s
sales strategy
 Client has support
centers in Americas,
EMEA and APAC. Only
Americas has all L1 to
L3 support
 Client partnered with
Wipro to augment
support to free internal
team and to reduce
support cost

trainer model and
onsite support
Support team
transitioned to offshore
after 3 months
Impact
Solution
Americas and L2 / L3
support to EMEA and
APAC
 e-mail based support
with limited inbound &
outbound voice calls
*Wipro Technologies customer presentation Yr03
Average resolution time
of Wipro team at 2.9 days
from previous 5.7 days is
best among all support
centers
Wipro’s application notes
for sw development
system downloads are
ranked #1 and #3
Customer satisfaction
index at 92% for L3 and
93% at L2 against SLA of
90%
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Technical Support Global
Outsourcing Initiatives
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Customer
Satisfaction Results
Past 12 Months Data
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90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
96%
Goal
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Second level
Third level
Fourth level
WiproWiproWiproAmPIC SDS CS
Fifth level
HPA
DSP
SDS
Apps
Very Satisfied
Satisfied
Dissatisfied
• Customer satisfaction metric of 96% or better
• FAQ generation of 4/mo. or more
• Q-Lead generation of 4/mo. or more
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Technical Support Global
Outsourcing Initiatives
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Questions?
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Second level
Third level
Fourth level
Fifth level
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