RFI response

Request for Information- Response

Application Development Services for Raja Inc

Nov 20, 2015

Wipro Proprietary Information

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Table of Contents

1 SUPPLIER COMPANY PROFILE................................................................................................................................................1

1.1 INTRODUCTION..................................................................................................................................................................... 1
1.2 SUPPLIER VISION, MISSION AND VALUES............................................................................................................................... 1
1.3 SUPPLIER FINANCIAL RESULTS............................................................................................................................................. 3
1.4 QUALITY AND CUSTOMER SATISFACTION PROGRAMS........................................................................................................... 5
1.5 RESOURCE PROFILE............................................................................................................................................................ 7
1.6 AVAILABLE RESOURCES...................................................................................................................................................... 7
1.7 GLOBAL SUPPORT CAPABILITIES.......................................................................................................................................... 8
1.8 SERVICES & CAPABILITIES................................................................................................................................................... 8
1.9 TECHNOLOGY & PRODUCT COMPETENCY.......................................................................................................................... 11
1.10 INDUSTRY SUPPORT........................................................................................................................................................... 11
1.11 CLIENT REFERENCES......................................................................................................................................................... 13
1.12 DIFFERENTIATORS............................................................................................................................................................. 14
2 PROGRAM MANAGEMENT.....................................................................................................................................................15
2.1 PROGRAM MANAGEMENT- APPOINTMENT OF MEMBERS.....................................................................................................15
2.2 MEETINGS........................................................................................................................................................................ 15
2.3 DISPUTE RESOLUTION....................................................................................................................................................... 15
3 APPLICATION DEVELOPMENT REQUIREMENTS............................................................................................................17
3.1 BASIC SERVICES.................................................................................................................................................................. 17
3.2 FIXED PRICE SERVICES........................................................................................................................................................ 21
3.3 OTHER COSTS.................................................................................................................................................................... 22
3.4 HARDWARE AND SOFTWARE................................................................................................................................................ 23
3.5 STANDARD TOOLS AND METHODOLOGY.............................................................................................................................. 25
3.6 STANDARD REPORTING....................................................................................................................................................... 27
3.7 METRICS............................................................................................................................................................................ 29
3.8 DOCUMENTATION................................................................................................................................................................ 30
3.9 QUALITY ASSURANCE......................................................................................................................................................... 31
3.10 VALUE-ADDED SERVICES.................................................................................................................................................. 31
4 HUMAN RESOURCES................................................................................................................................................................32
4.1 RIGHT OF FIRST REFUSAL................................................................................................................................................... 32
4.2 RIGHT OF REPLACEMENT.................................................................................................................................................... 32
4.3 SUPPLIER MINIMUM REQUIREMENT..................................................................................................................................... 32
4.4 ROTATION OF SUPPLIER PERSONNEL.................................................................................................................................... 32
5 EMPLOYEE SECURITY.............................................................................................................................................................33
5.1 BACKGROUND CHECKS....................................................................................................................................................... 33
5.2 MEDICAL AND DRUG TESTING............................................................................................................................................ 33
5.3 VIOLENCE IN THE WORKPLACE........................................................................................................................................... 33
5.4 OTHER SECURITY REQUIREMENTS OR TESTING.................................................................................................................... 33
5.5 GOVERNMENT SECURITY CLEARANCES............................................................................................................................... 34
6 WORK SPACE AND EQUIPMENT REQUIREMENTS.........................................................................................................34
6.1 PERSONNEL LOCATION........................................................................................................................................................ 34
6.2 CONNECTIVITY TO RAJA INC............................................................................................................................................... 34
7 RAJA INC DATA...........................................................................................................................................................................35

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7.1 SAFEGUARDING DATA....................................................................................................................................................... 35
7.2 PROCESS TO SAFEGUARD DATA.......................................................................................................................................... 35
7.3 RETURN OF DATA.............................................................................................................................................................. 36
8 COST AND PRODUCTIVITY.....................................................................................................................................................36
8.1 PRODUCTIVITY IMPROVEMENT............................................................................................................................................ 36

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1 SUPPLIER COMPANY PROFILE

1.1 Introduction

Wipro Limited (NYSE:WIT) is a leading global company. We specialise in information

technology, business process services and also consulting and strive to deliver solutions to enable
our clients to do their business better. We deliver winning business outcomes through our 360
degree view of Business using Technology and the in depth industry exposure our employees
bring. We also help our clients create successful and adaptive businesses. We are a company
recognized globally for our comprehensive portfolio of services, a practitioners approach towards
innovation delivery, and an organization wide commitment to sustainability, Wipro has a
workforce of over 150,000, serving across 175+ cities in six continents and over 1050 clients.
In 1945, we began our business as a vegetable oil manufacturer in at Amalner, a small town in
Western India and also forayed into manufacturing soaps and a wide variety of consumer care
products. We entered the Indian IT industry by manufacturing and selling mini computers. We
then started selling personal computers in India around the 80s. In the 1990s, we leveraged our
software development expertise and hardware R&D design which helped us to start offering
software services to global clients. Today with a track record of over 25 years in IT Services, we
are focused entirely on the Information Technology business.
Wipro is the first to implement a unique quality methodology, the Wipro Way a combination of
Lean Manufacturing, Six Sigma, CMM practices and Kaizen to provide immense business value,
and understand ability to our clients. We have 55+ Centres of Excellence dedicated to emerging
technologies which enables us to leverage and harness the latest technologies to help deliver
superior results for all our clients.

CUSTOMER AT THE CORE: HELPING OUR CUSTOMERS TO DO BUSINESS

BETTER" The world has entered the age of Customer Experience. Smart consumers
employing technology expect businesses to create and deliver customer centric services and
products. In this age of information, we need to be agile to stay relevant, aware, omnipresent and
flexible. At the same time, costs must be contained and existing efficient processes needs to be
leveraged upon. This means that we need to relook at every business in detail and remodel the
entire business. Business models revolve around the customer centric approach, and on the other
hand stakeholders must also be satisfied. We believe that the two mantras of Differentiating at the
Front and Standardizing at the core are absolutely essential to exploit the benefits of technology.
Over the last few quarters, we have focused on building Intellectual Property solutions to help our
customers significantly in their businesses.

1.2 Supplier Vision, Mission and Values

Vision:
To serve customers with integrity through innovative, value for money solutions, by applying
thought day after day.
Mission:

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To offer services based on world-class infrastructure, industry expert skills, proven process-
oriented service operations that are backed by principals to ensure the worlds best way of
delivering IT infrastructure management solution.
Values:
At the core of Wipro we have the "Spirit of Wipro". This includes all the values, which are the
guiding principles for behaviour and culture and in Wipro. It binds us together and inspires us to
achieve excellence in everything we do.
Spirit of Wipro identifies the following three core values:
Intensity to Win
Make customers successful
Team, innovate, excel

Unyielding Integrity
Delivering on commitments
Honesty and fairness in action

Act with sensitivity

Respect for the individual
Thoughtful and Responsible

Strategy:
Industries around the world are witnessing significant transformations in their Technological
landscape and model of business.
1. Evolving Client Business Models The IT spend mix is changing. Investments in 'Change'
programs are on the increase and others are funded through the 'Run' business. The investments are
required to be end-user conscious and more business focused. Today's Service Providers are
required to address wide mixed needs of the clients.
2. Changing Technology Landscape It is predicted that over 65% of IT organizations will move
to Hybrid Cloud technologies before 2016. This means that new set of businesses are created to
partner with the clients. There will be need for analytics and insights because by 2020 the number of
connected devices will be 25 Billion.
3. Need for newer Models of Service Delivery Clients nowadays seek integrated services and
solutions implying the need for IT service providers to adopt newer delivery constructs.

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4. The Digital Opportunity We also need to go digital as a significant amount of business around
80% will go digital. Thus investing in IoT, Cloud, Big data Analytics and mobility is need of the
hour.
Driving Leadership and differentiation through our employees:
We believe that employees are the backbone of our organization and thus a key differentiating factor
in the industry. Hence we are committed to recruit and train highly skilled employees and leaders.
Our main motto is to develop strong leaders who are visionaries in their respective fields with self-
led teams who are highly motivated towards delivering quality services for their clients.

1.3 Supplier Financial Results

The chart below shows the financial highlights of our performance for the past financial years..

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Detailed Financial statements are attached below the chart for your reference.

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FY 12-13 FY 13-14 FY14-15

WIPRO_Financials_ WIPRO-Financials- WIPRO-Financials-

Q4_FY_12_13.pdf Q4 FY_13_14.pdf Q4_FY_14_152015.pdf

The below chart showing revenue distribution also displays the several business units and service
lines in our operations. Around 29.2% of our revenues come from application development and
outsourcing i.e. the Business Applications Services (BAS).

1.4 Quality and Customer Satisfaction Programs

Customer satisfaction:
Wipro Ltd. is ranked among the top service providers in the Nordic IT Outsourcing Study,2015,
an annual study on IT outsourcing and IT services conducted by White lane Research and PA
Consulting group. Wipro received 80% overall customer satisfaction score from its customers,
which is higher than the supposed average score of 72% for other service providers.
We are positioned above industry average on several of the Key Performance Indices (KPIs). Our
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performance is better in the areas of managing accounts, being proactive and flexible than most of
our competitors. We were ranked second best in 'Flexibility', with a Cu sat score of 83%, higher
than 66% the average score for other companies. We also ranked second in 'Proactive' service
provider. From an 'Account Management' perspective, Wipro was ranked number three, with a
customer satisfaction score of 83%.
Wipro concentrates on Client engagement strategy and leveraging ecosystem alliances.

CMMI:
We have been appraised at Capability Maturity Model Integration CMMI-DEV 1.3 Level 5. This
would validate our process capability based on the CMMI standards which measure process
improvements.
Our organization is performing at an optimizing level and this assessment at maturity Level 5
indicates the very same fact. At this level, we improve our processes continually based on our
understanding of performance needs and business objectives. At Wipro, we have used CMMI
Level 5 processes to achieve profitability, customer satisfaction, thereby enabling growth. We are
aiming for reaching the next level by mid next year and ensuring all processes to follow our
protocols to reach that.

Agile:
Unlike the past where we concentrated on one skill and leveraging only our core competency,
recently we are open to new and multiple skills. To name a few are three of our new programmes
- ACME (All-round Capability Model of Excellence), Upscale and Cutting Edge meant to achieve
exactly that.
(ACME) has five dimensions:
Technology, domain, functional areas, quality processes (especially agile methods) and
behavioural skills.
Companies today can no longer start with a fixed set of capabilities and then try to leverage on
them. We need to achieve agility all round. Hence to achieve that we are turning the tables over
and starting with innovation and entering into emerging needs of clients which would need us to
enhance our business processes.

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1.5 Resource Profile

Types of IT Professionals Number

Management 8500
Technical Planning 18450
Business Systems Consultants 17500
Applications Development 61296
Application Maintenance 40200
Customer Service / Help Desk 22450
Total IT professionals 168396

1.6 Available Resources

We service 900 out of 1000 fortune 1000 corporations with the presence in 67 countries. We feel
privileged working for your company. In "Applications Development" we can allocate 40%
(24,500 employees) of our workforce initially and then as per the requirement it can be increased.
Since we have a reasonable amount of resources in bench so depends on the requirement they can
be allocated within the maximum time of 10 working days. As per your requirement in one
calendar quarter we can allocate max of additional 20% (12,400 employees) to your project.

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1.7 Global Support Capabilities

Number of
Supplier People
Presence Engaged in
Country Today (if Application
not, Developmen
When) t Services

Australia Yes 1450

China Yes 2375
France Yes 1250
Germany Yes 2250
Hong Kong Yes 276
India Yes 35700
Ireland Yes 250
Japan Yes 2750
Malaysia Yes 4850
New Zealand No No plans
Singapore Yes 3650
United Kingdom Yes 3250
United States Yes 3245

1.8 Services & Capabilities

Services:
Application Architecture
Enterprise Applications
Connected Enterprise Services
Testing Services
Security Services
Business Application Solutions
The metrics which we give for our clients are mostly tangible and we guarantee for a very high
positive impact in their business. Our Architecture helps you in "Increase value of applications",
"Provide application resiliency", Adopt next generation application architectures", Simplify
application portfolios".

Application Development:

Location:
We are operating in 67 countries. Region wise we have 7 regions such as North America, South
America, Europe, Africa, Asia Pacific, Middle East and India. Though we have many development

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centers these are corporate offices in each regions.

Number of clients
Location Staffing serviced

South America:
Wipro Technologies - Buenos Aires, AR
Carlos Pellegrini, 581 (Piso 7),
1009 Capital Federal,
Buenos Aires - Argentina
Phone: +54 (11) 41305900
Fax: +54 (11) 41305911 1875 15

North America:
Wipro Technologies - Mississauga, ON
5090 Explorer Drive, Suite 800/803
Mississauga, ON L4W 4T9
Phone: (289) 374 2000
Fax: (289) 374 0005 1370 82

Europe:
Wipro Information Technology Austria GmbH
c/o Regus Business Centre
Fleischmarkt 1/6
A-1010 Wien
Austria
Phone: +43 120 5107 3103 7000 65

Africa:
Wipro Technologies South Africa (pty) Ltd
2 Maude Street, The Forum,
10th Floor, Sandton,
Johannesburg, RSA, 2196
Phone: + 27 11 061 6500
Fax: + 27 11 061 6554 1250 16

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Asia Pacific:
Wipro Limited
Level 17, 201 Miller Street,
North Sydney, NSW - 2060,
Australia
Phone: +61 (2) 9394 8100
Fax: +61 (2) 9394 8199 15075 84

Middle East:
Wipro Gulf LLC
Z 322 Office # 28,
KOM 4 Ground Floor,
Knowledge Oasis Muscat,
Sultanate of Oman
Phone: +968 24170801
Fax: +968 24170438 3400 28

Wipro Limited
Doddakannelli,
Sarjapur Road,
Bangalore 560035
Phone: +91 80 28440011
Fax: +91 80 28440256 35700 125

Clients:
As we said earlier, we service fortune 900 out of 1000 companies. Due to NDA we will not be explicitly
share the clients details but we have a good stand point in all the market places. For example, 7-Eleven is
our customer with whom we won IT applications and infrastructure engagement in Australia.

Backup Philosophy:
We have advantage on storage since we have multiple locations. Server maintenance is carefully handled
and there is a dedicated team for that and for the protection of data in case of unexpected events like
natural calamities to get data backup, periodically we store data in Cloud and server in a different region.
For reliability and safety we always use private cloud.

Plans for world-wide coverage/expansion:

We are $7.7 billion Company and IT is our core business now. Already we are in 67 countries and
countries like Ireland we have started our expansion, we focus on emerging economies so policies and
regulations will help for our growth and we can captivate market share at the same time. For global
coverage we are exploring to other markets too it will be expanded soon.

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1.9 Technology & Product Competency

By technology excellence, we are talking about areas within technology disciplines. For
example, within application development, you may have experience with specific client/server
development tools, or specific client/server applications packages. You should feel free to present
this in whatever fashion best portrays your experience and skill base. Note, here we are looking
for world class strength in a particular area or product, not routine experience.

Specialized competencies:
In today's competitive world all the technology companies are competing with the cutting edge
technologies Wipro stands apart by continuous innovation, apart from the common functionalities
Wipro is specialized areas like:
Machine Learning
Cognitive system
Deep Learning
User Experience Design
Common Sense Reasoning
Rapid Prototyping
Dialogue Based Interfaces

Depends on the clients problems we understands and implement technology, Wipro has a unique
style of educating customers in due course of the project in case the customers is unaware of the
technology. Because it is customer centric company. We focus in areas such as "cognitive systems,
smart devices, Man machine Interfaces, Next Gen application architectures, Robotics and drones.

Indicate your companys experience in doing any kind of IT work at Raja Inc earlier. Be sure to
emphasize any experience specific to application development and to provide Raja Inc contact
names.

We have not worked with Raja Inc. before and looking forward for this opportunity now.
1.10 Industry Support

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Industry Client Contact
Sector Company (Name & #) Work Effort Description Contract
Size
Aerospace: Airbus DS Mr. David Addressed for business $670 million
shank challenge next-Gen 9-11
Email id: system: For Delivering great
david.shank@ passenger experience, Wipro
airbus.com has enabled the development of
Aircraft Passenger solutions
through combination of IT, IS
and engineering based
technologies. Analytics IM,
infrastructure and specific
application development to
propose turnkey solutions.
Medical Midwestern Contact: SaaS-based Medicare $950 million
System/Heath US State Connecticut advantage platform, Did ICD
Care department Insurance 10 compliance & Quality
Department assurance, Because of this
Email id: application it enabled single
[email protected] view of patient with seamless
care delivery. We have 4000-
plus healthcare associates
across the globe including
MDs, PhDs, RNs, healthcare
architects, program and Project
managers.
Power sector National Mr. David Best practice implemented to $325 million
(Energy) Grid plc Salisbury carry out reliability centered
(Head of Data maintenance for a generation
and business plant, RCM reduced
change, maintenance costs by 30% and
national Grid, improved several percentage
UK) points for the client. Business
T: +44 1926 impact was "Maximized use of
655790 automatic scheduling and
reduced costs for change in
plans "

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Industry Client Contact
Sector Company (Name & #) Work Effort Description Contract
Size
Financial Celent Model Mr. Ken Enterprise Finance $250 million
Services bank Kilduff Modernization with Oracle: we
Email id: use extensive Oracle's
kkilduff@cele applications such as Oracle
nt.com EGL, Oracle FAH, Hyperion
and OBIEE. For many banking
projects, to implement strategic
core banking transformation
we used Oracle FLEXCUBE
which is the industry best
practice, we have expertise in
that. For instance, we
increased 34% in customer
service for a large US bank by
creating a single platform for
customers to serve their
banking needs across all
channels.

1.11 Client References

Telecom TalkTalk Mr. Dido This complex project is handled $600 million
Group, UK, Harding by using Lean sigma practices,
British Email id: provided a more predictable
Telecom dido.harding services through backlog
@talktalkplc.c reduction approach, reduced
om cost per order through
standardization of supplier
management, inventory and
waste in process. $2 million
cost saved for TalkTalk

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Retail and 7-Eleven Mr. Michael Eliminate supply chain $340 million
Consumer Peck (CIO) complexities associated with
Goods Email id: global retail, created
mgp@7eleven personalized experiences for
.com.au the customers across channels.
ERP capabilities are built by
several edge solutions, mobility
and in-memory analytics. Our
popular Solutions such as SAP-
HANA and on-shelf availability.
Consulting Magyar Mr. Pal Danyi Started a separate division $620 million
Telekom (Head of IT called WCS (Wipro
Group strategy) Consultancy Services), its
Ph: services are in par with industry
+3614580000 leaders through services like
business transformation, IT
transformation, Human capital
transformation. In this
assignment, 30% reduction in
testing, 20-30% reduction in
labor cost savings, 8-12%
savings on project
management, 20% reduction in
requirements and demand
management effort.

1.12 Differentiators

Operating environment for global organizations are increasingly getting complex, while IT is no
longer a support function, transformational of functional areas has to be in harmony. We are
customer centric company and it differentiates us from other market players and tangible benefits
are shown to gain customers trust. We capture value through continuous innovation, disruptive
growth and also shifting our clients business from optimized operations to a "changing business".
We do challenging tasks to leading government and private organizations around the world, by
cutting edge technologies and offer new services such as analytics, Information management,
EcoEnergy and Internet of Things.

Key Differentiators:

Create new products and services according to the client requirement

Reach new markets
Quantum shifts in operational efficiencies
Enhance user experience

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PROGRAM MANAGEMENT
3.1 Basic Services

Service Normally Provided Not Normally Provided

Systems Analysis X
Proposal Development X
System Development X
Project Management X
Technical Documentation X
Application Integration X
Transition to Production/ Support X
Customer Documentation X
Customer Training X
System Maintenance and Technical X
Support
Major Enhancements X
IT Strategy consulting X

At Wipro Technologies, Systems analysis constitutes the following steps:

The development of a feasibility study: determining whether a project is economically, socially,
technologically and organizationally feasible
Fact-finding measures, designed to ascertain the requirements of the system's end-users (typically
involving interviews, questionnaires, or visual observations of work on the existing system)
Gauging how the end-users would operate the system (in terms of general experience in using computer
hardware or software), what the system would be used for and so on.
At Wipro Technologies, we believe, systems analysis is a precursor to produce the perfect model of the
computer-based information system, we intend to provide and support. Keeping this in mind, we have divided
the entire systems analysis stage into 5 phases:
Scope Definition: denoting an instrument for observing, viewing, or examining
Problem analysis: analyzing the problem that arises
Requirements analysis: determining the conditions that need to be met
Logical design: looking at the logical relationship among the objects
Decision analysis: making a final decision
Data Flow Diagrams, Structure Charts, HIPO (Hierarchical Input Process Output), Pseudo-code and Use cases
are widely used systems analysis tools at Wipro Technologies for identifying and expressing the functional

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requirements of a system.
1) Proposal Development:

Wipro Technologies has an inbuilt strategic engagement team (SET), which is responsible not just for proposal
development, but also for understanding complex new-age business problems faced by clients and suggesting
solutions that are best suited to the customer. Typically, members of this key team have expertise in areas such as
consulting.

2) System Development:

At Wipro Technologies, we have incorporated the use of the Agile (SCRUM) methodology and framework for
System Development. With this incremental model, system is developed in incremental, rapid cycles. This results
in small incremental releases with each release building on previous functionality. Each release is
thoroughly tested to ensure software quality is maintained. Even late changes in requirements are welcome.

3) Project Management:

At Wipro Technologies, Project management includes overseeing projects for software development, hardware
installations, network upgrades, cloud computing and virtualization rollouts, business analytics and data
management projects and implementing IT services.

The following five process groups comprise the project management life cycle at Wipro Technologies. The
specific phases within a project, however, are unique to each project and represent the project life cycle.

Initiation the project goal, need or problem is identified. The project manager is assigned to the project
and the project charter is created.

Planning the project manager and the project team work together to plan all of the needed steps to
reach a successful project conclusion. The project planning processes are iterative in nature and its expected
that planning will happen often throughout the project.

Execution once the project plan has been created, the project team goes about executing the project
plan to create the deliverables of the project. The project can shift to project planning as needed throughout
project execution.

Monitoring and controlling as the project is being executed by the project team, the project manager
monitors and controls the work for time, cost, scope, quality, risk, and other factors of the project.

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Monitoring and controlling is also an ongoing process to ensure that the project addresses its targets for each
project objective.

Closing at the end of each phase and at the end of the entire project, project closure happens to ensure
that all of the work has been completed, is approved, and ultimately transferred ownership from the project
team to operations.

4) Technical Documentation:

At Wipro Technologies, it is important for the code documents associated with the source code (which may
include README files and API documentation) to be thorough, but not so verbose that it becomes overly
time-consuming or difficult to maintain them. From our point of view, Technical documentation is important
as the basic and advanced level of information may change over a period of time with architecture changes.
Tools such as Doxygen, NDoc, javadoc, EiffelStudio, Sandcastle, ROBODoc, POD, TwinText, or Universal
Report are used to auto-generate the code documentsthat is, they extract the comments and software
contracts, where available, from the source code and create reference manuals in such forms as text
or HTML files.

5) Application Integration:

At Wipro Technologies, we use Enterprise application integration (EAI) which is an integration framework
composed of a collection of technologies and services which form a middleware to enable integration of
systems and applications across an enterprise.

EAI focuses on the integration of both business-level processes and data, whereas the traditional
middleware approach is data oriented.

EAI includes the notion of reuse as well as distribution of business processes and data.

EAI tools allow users who understand very little about the details of the applications to integrate the
applications.

6) Transition to Production/Support:
At Wipro Technologies, a production support person/team is responsible for receiving incidents and
requests from end-users, analyzing these and either responding to the end user with a solution or
escalating it to the other IT teams. These teams may include developers, system engineers and database
administrators. We have efficient teams dedicated for the transition to production/support.

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7) Customer Documentation:

At Wipro Technologies, customer documentation includes the following:

Contents of the distribution

Document completely the contents of your distribution, for example, the parts of WebLogic Server
that are included: WebLogic Server, Web server plug-ins, BEA JRockit, maintenance patches, and
so on. Store the version numbers of WebLogic Server and any relevant components in several easy-
to-find locations. (When a customer needs to contact a support organization, having multiple
records of the relevant version numbers for the software can be helpful.)

Support and license information

Describe completely the terms of the support and license provided with your product, and the
warranty. Identify who your customers should contact, or what Web site they should use, if they
need to use support services. Distinguish between the support you provide, versus that provided by
BEA.

If your customers need to periodically apply BEA-provided maintenance patches to the embedded
WebLogic Server software, explain to customers how to obtain and apply those patches.

Installation

Document the installation application for your product, even if WebLogic Server is installed and
configured in silent mode. Describe every step the customer needs to take, such as how to
download the distribution from the internet, how to identify the appropriate CD from a physical
container, and how the customer chooses an item from the Start menu (if a Windows product).

Read-first documents

Include, and identify plainly, any documentation that customers need to read before they install or
use your product. Typically this information includes hardware and software prerequisites, memory
and disk space requirements, and other resources that the customer will need to install or use. If
applicable, this document should include any usage restrictions, or possibly any known problems
that customers should know about.

User documentation

This may be self-evident, but be sure to include comprehensive instructions and reference
information for product use. For example, state clearly how to start and run your custom software.

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8) System Maintenance and Technical Support:

At Wipro Technologies, we offer the following services as a part of System Maintenance and Technical
Support:
IT maintenance:
Gain single-source software maintenance accountability where and when you need it.

Support for WIPRO Technologies solutions:

Help protect your business and your brand by using a single provider for IT issue resolution.

Software support solutions:

Gain rapid access to deep expertise to help optimize performance, resolve issues and use new
technology more effectively.

IT multivendor support:
Establish a single-point of accountability for multivendor hardware and software support
throughout your IT environments.

3.2 Fixed Price Services

It is Raja Inc.s desire to have the majority of its development services provided on a fixed price
basis. For each of the basic services, please indicate which ones you normally provide on a fixed
price basis. For those which you do not provide on a fixed price basis, please indicate the daily
rates that would be applied. If those rates vary based on the location, please include a table
showing all possible rates.

Service Fixed Price Other Billing Method

Systems Analysis Fixed Price
Proposal Development Fixed Price
System Development Hourly billing rate per
employee: In the range of
$20- $80 per hour
depending on the position
of the employee
Project Management Hourly billing rate per
employee: In the range of
$20- $80 per hour
depending on the position
of the employee
Technical Documentation Fixed Price
Application Integration Hourly billing rate per
employee: In the range of
$20- $80 per hour

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Service Fixed Price Other Billing Method
depending on the position
of the employee
Transition to Production/ Support Fixed Price
Customer Documentation Fixed Price
Customer Training Fixed Price
System Maintenance and Technical Hourly billing rate per
Support employee: In the range of
$20- $80 per hour
depending on the position
of the employee
Major Enhancements Hourly billing rate per
employee: In the range of
$20- $80 per hour
depending on the position
of the employee
IT Strategy consulting Fixed Price

3.3 Other Costs

While we define the scope of change limited to the enhancements required in the system as per
clients request, there would be an extra charge for out-of-scope objects, which may be
highlighted in the existing system during system analysis. The out-of-scope efforts are billed
separately and are bundled with the support and maintenance costs.The 24*7 support resources
will be covered into different billing cycle as onsite resource models, and transportation allowance
is bearable by the customer as per requirement. Buffer resources are responsibilities of Wipro
Technologies and clients are not billed for the same.

3.4 Hardware and Software

Typical
# of
Area of Expertise/ Years of
Employees
Competence Work
Proficient
Experience
Platforms:
SUN Solaris 2256 5
HP UX 1896 6
NT 4.0 1875 5.5
Windows 3210 4.5
AS/400 875 5
IBM-MVS 1200 6
DEC-VMS 1452 4.5
Others 672 7
Scripting:

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Typical
# of
Area of Expertise/ Years of
Employees
Competence Work
Proficient
Experience
PERL 2567 5.5
AWK 2789 5
C Shell 2210 6
Korn Shell 1678 6.5
Others 562 4.5
E-Business:
HTML/DHTML 3215 4
XML 2876 4.5
Dreamweaver 1545 5
Frontpage 872 5
Homesite 987 5
Java 4123 5
Javascript 4078 4
J2EE (EJB, JSP, 3245 5
Servelet)
VB Script, ASP 1980 6
IPlanet 754 6
Netscape 824 7
Enterprise Server
Internet 1485 6
Information Server
Weblogic 756 5.5
Websphere 589 5
Vignette 415 6
ColdFusion 542 4
Broadvision 612 5
Ariba 574 5
Languages: 6
Powerbuilder 1429 5
Visual Basic 1687 4
C 4215 4.5
C++ 3615 4.5
Java 4123 5
IBM-Cobol 1785 5.5
AS400-Cobol 784 6.5
Tandem-Cobol 549 7
AS400-RPG 743 7
Rose UML 378 6
Visual Studio 1198 5.5
Fortran 1567 7
IBM Assembler 590 8

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Typical
# of
Area of Expertise/ Years of
Employees
Competence Work
Proficient
Experience
Language
IBM Visual Age 576 7
for Java
PERL 2156 5.5
PL/1 1729 5
Xwindows/Motiff 945 6
Middleware:
CORBA- 2376 6.5
Visibroker
CORBA-Orbix 2478 7
COM/DCOM 1750 8
MQ Series 1594 7
TIBCO 784 7
Security:
LDAP 2783 5
Reporting:
Actuate 1756 5
Crystal Reports 1912 6
FOCUS 982 7
Nomad 792 6
CRM:
Seibel 3565 5
Silknet/Kana 985 7
Others NA NA
Testing:
Mercury TestSuite 2234 5
Visual Test 2512 5
SQA 1124 6
Others (System) NA NA
Databases:
Sybase 592 8
Oracle 3124 5
SQL Server 2987 6
DB2 2119 5
Others (SQL) 1546 5
Packages:
Peoplesoft 956 7
Oracle 2210 5
Applications
Seibel 3565 5
JD Edwards 583 8

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Typical
# of
Area of Expertise/ Years of
Employees
Competence Work
Proficient
Experience
SAP 2983 6

3.5 Standard Tools and Methodology

i. Requirements definition

A progressive approach of elaboration is used for requirements definition. It starts with high-
level definition of the scope to set the limits for areas within the company that are expected to
change. Then, the scope statement is expanded by identifying the needs and the exact business
requirements. Lastly, the team transforms the business requirements into technical requirements
which can be implemented to provide solutions satisfying the project needs. Tools like
Application Lifecycle Management (ALM) are used to record requirement and track changes.

ii. Design
Design usually contains a comprehensive description of the overall architecture which includes
frameworks, databases and hardware. In addition to this it also has information about
Application Programming Interfaces. Rational Unified Process is used for to facilitate this
process.

iii. Data Modeling

Conceptual data models or domain models, are typically used to explore domain concepts with
project stakeholders. On Agile teams high-level conceptual models are created as part of initial
requirements envisioning efforts as they are used to explore the high-level static business
structures and concepts. On traditional and conventional teams these data models are often
created as the forerunner or alternative to LDMs. Oracle SQL Developer Data Modeler is used
here

iv. Construction/ Implementation

Implementation is carried out in phases for all projects. This guarantees that the projects
conform to the planned schedule and the budget. The main ingredients for successful
implementation are

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v. Testing
Wipro lays an increased emphasis on automation in order to reduce the manual effort involved
in testing, so as to deliver products faster to the client with zero defects.
DVA (Data Validation Automation), sTORM (Statistical Operations Research Matrix Tool),
Easy Automate tools are used for this purpose.

vi. Peer Review Collaboration

Peer review is performed before each piece of code is sent for testing by a developer who is not
involved in the coding. Along with the review unit testing is also performed. Usually the review
is done manually but project-specific tools are sometimes used.

vii. Version Control/ Configuration Management

Configuration management involves maintaining control over project documentation and
deliverables. Key aspects are a configuration and change control board, requirements baseline
control, hardware, software, and documentation configuration control, and subcontractor
configuration management. ALM and IBM Rational Configuration management tools are
employed here.

viii. Project Management

Waterfall and agile are the two most commonly used methodologies. A significant number of
projects are migrating to agile as it leads to efficient practices.

ix. Customer Documentation

Customer documentation for a product includes contents of the package, support and licensing
information, installation information and guidelines for use.

x. Customer Training
Training is provided to customers to efficiently use the product delivered. This is done by
sending Wipro employees to the customers site for an adequate period of time or by means of
video conferencing until the customer gains proficiency in using the tool. Live demo sessions
and Powerpoint presentations are used for used to impart training.

xi. IT Strategy

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3.6 Standard Reporting

The standard reporting format followed by Wipro for the various documents is given below.

Statement of Work Format

SOW Sample

Requirements Definition Document Format

Sample
requirements definition document

System Design Specification Format

Design
specification Sample - TOC

Project Status format

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Change Request Format

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3.7 Metrics

The metrics and formulae for calculating them are mentioned below. The nature of capturing these metrics differs
from project to project based on the technology used.
Schedule Variance:
Provides an indication of how ahead or how behind the schedule the project currently is. It can be
measured using the formula ((Actual Duration - Planned Duration)/Planned Duration)*100
Effort Variance:
Project effort estimates will be done in terms of man-hours.
((Actual Effort Planned Effort)/planned effort) *100
Cost Variance: Earned Value Actual Cost
Cost of Poor Quality

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COPQ (annualized) = [Sum of (RPNi x ACRi) / Sum of (RPNi)] x Annual Reduction in Events
ACRi = EHRi x ACHi
Risk Priority Number = Severity x Occurrence x Detection

Where:
ACRi = Average cost to resolve incident i
EHRi = Effort hours to resolve incident i
ACHi = Average cost per hour for incident i
i = 1 to n (n being the total number of failures)

Customer Satisfaction:

We develop survey questionnaires to measure customer satisfaction with the various aspects of a service,
such as the processes followed (for instance, for a warranty), and the quality of service.

We measure satisfaction in these five dimensions:

Reliability Ability to perform the promised service dependably and accurately

Assurance The knowledge, competence and courtesy of our employees and their ability to convey trust
and confidence
Tangibles Physical facilities, equipment and appearances that impress the customer
Empathy The level of caring, individualized attention, access, communication and understanding that the
customer perceives
Responsiveness The willingness displayed to help clients and provide prompt service
The Servqual dimensions are used as the high-level survey categories in a questionnaire.

3.8 Documentation

Application Information Document Provides a detailed coding description about various applications in
the project and the interfacing between the various applications.
High Level Design Document Provides a high level document detailing various components and their
interactions with each other.
Low level Design Document Provides a design document which specifies individual components across
various layers in detail.
Use Case document Presents the various use cases that are available for the system.

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Functional Document Specifies the various functionalities implemented by the project.

3.9 Quality Assurance

Wipro's Testing Service helps you improve business resilience by providing solutions that integrate deep
industry insights, leading technologies and future-ready processes. We combine our Centers of Excellence
with domain-specific Testing tools, techniques and processes to:

Ensure rich end user experience with greater emphasis on performance and security
Match the pace of disruptive trends and cater to both old and new world applications
Provide flexibility, faster time to market and make businesses CAPEX light
Optimize application quality by bringing in shift-left approach to Quality Assurance and Quality
Engineering
Adapt to regulatory and compliance changes like FATCA, Dodd Frank, IDC 10, HL7 and BASEL
III

Wipro's Quality Engineering Service (QES) specializes in integrating application assurance with
engineering of applications, ensuring continuous integration and deployment. Through QES, we engage
the entire IT organization to:
Prevent defects by infusing assurance early in the SDLC
Enable business change initiation by engaging business teams
Measure impact to business along with process and product metrics

3.10 Value-Added Services

Wipro offers cloud services as unique value adds along with its application development services. With
Wipro's cloud services, you empower your business leaders and employees to do business better. Our Cloud
solutions help you:
Optimize, scale, manage and outsource your IT resources
Enable your employees to work with an anywhere, anytime, any device experience
Control your costs and lower up-front investments
Transform to an agile business and a dynamic growth engine
Wipro's in-depth industry and technology expertise can deliver true multi-directional dynamism, thereby
enabling your enterprise to experience a seamless cloud journey.

Our solutions and services include:

Cloud Advisory Services: Detailed evaluation of current systems and infrastructure to assess the feasibility
of migrating to a Cloud-based infrastructure. Develop a roadmap for adoption and identifying the right Cloud
platform
On Cloud Services: SaaS (CRM, HCM, ERP) Business Process Advisory, Consulting, Implementation,
Rollout, Migration and Application Support by leveraging Public SaaS
Cloud Security Services: Integrated Cloud Security and Compliance Lifecycle Management which enable
Cloud adoption and ongoing management of security and compliance
Wipros Cloud Command Center: The ideal platform to provision, configure, secure, monitor and manage
your IT across multiple cloud environments

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Out of these Cloud Advisory services would be provided as a value added service with no extra charge to
Raja Inc if Wipro is selected for providing application development services. The other services will be
charged depending on the extent of the implementation.

4 HUMAN RESOURCES
4.1 Right of First Refusal

Wipro Technologies is in agreement with Raja Inc that it has the right to approve or disapprove, at Raja
Incs sole discretion, with or without cause, any potential supplier employee who would directly service a
Raja Inc facility.
4.2 Right of Replacement

Wipro technologies is in agreement with Raja Inc that it has the right to replace any supplier employee
assigned to the Raja Inc. account, at Raja Inc.s sole discretion, with or without cause.
All implied terms, conditions or warranties are excluded from this contract to the fullest extent permitted
by the law.

4.3 Supplier Minimum Requirement

Wipro Technologies will be employing resources with the following qualification & Experience level for
this project with Raja Inc
Engineering Graduate for technology roles & Management professional for functional roles
Relevant work experience of 24 months or more in a similar Domain
Excellent Logical & Communication Skills

4.4 Rotation of Supplier Personnel

Wipro Technologies reserves the right for rotation of employees as it would not only help the company to
develop their talent but also help Raja Inc to develop all the personnel according to their needs which
would help in risk mitigation in cases where an employee leaves the company, or has to be transferred to
other projects for reasons which may be personal or a project requirement.

Also in case of a personnel rotation/leaving the company there are policies and knowledge management
processes in place under which the employee has to do sufficient knowledge transfer to the new joinee in a
3 month overlap known as the notice period where he/she develops the new project member to be
competent enough to replace him/her.

5 EMPLOYEE SECURITY

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5.1 Background Checks

1. Background checks will be enforced to all the employees who are assigned to take up this project
including the new joinees as well as the current employees who are transferred to this project.
2. All the employees will have to undergo the following :
Crime History check This will include verification for crime involving weapons, theft,
drug/alcohol abuse and crime against persons.
Verification of past employment This will be done to ensure that all the information provided
by the employee related to previous employment is true as well their track record.
Verification of Education This will be done to ensure that information provided by the
employee is authentic.
Credit History This is to ensure that the employee is not under scrutiny of any financial
institution for credit defaults under FCRA (Fair Credit Reporting Act).

5.2 Medical and Drug Testing

Employees will undergo medical & drug test before joining this project.
Minimum of 12 hours fasting is essential prior to the health check-up for blood test.
May drink water during fasting. Have to refrain from alcohol at least 12 hours prior to the health
check-up.
Diabetic should avoid taking your insulin injections / anti diabetic tablets on the morning of Health
Check-up. Other regular medication can be taken as instructed by the doctor
Information regarding any prior diseases/ailment to be provided to the clinic at the time of taking
appointment.

5.3 Violence in the Workplace

Wipro technologies is dedicated to providing a anti-harassment policy under which employees indulging in
sexual related ,religion or caste related ,race or physical appearance related misconduct may be expelled
from the institution or might be viable to receive serious punishments to the extent but not limited
stagnation of roles .
Also employees indulging in acts of manhandling or abusing/insulting fellow colleagues might be viable to
serious punishments. Decision is completely with Wipro technologies on the basis of seriousness of the act.

5.4 Other Security Requirements or Testing

A separate development centre will be provided to the client to ensure safety of data and other
confidential information. Each and every centre would be equipped with security 24*7 to ensure safety
of employees walking in and out of the development centre.
Each & every person entering & exiting the company is checked & scanned for arms, ammunition &
weapons.
Women employees who work after 6 P.M. in the evening & before 6 A.M. in the morning are provided
pick-up & drop facilities to ensure safety and are accompanied by a security person as well.

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All the buildings in the company are equipped with Fire extinguisher to ensure employee safety in the
event of fire.
Buildings are equipped with walkways to a safe assembly point where employees assemble in event of a
emergency or a natural calamity.

5.5 Government Security Clearances

We will obtain any government security clearances required by Raja Inc for our employees, as
needed, with no cost to Raja Inc.

6 WORK SPACE AND EQUIPMENT REQUIREMENTS

6.1 Personnel Location

Employees will work from offshore development centeres (ODC) set up at Wipro premies,
however, Wipro will assign onsite coordinators for individual project modules at Raja Inc
locations. Coordinators will be the first contact points for any official communication regarding
the projects. Onsite staff will need 10 cubicles to work from. The workspace must facilitate desk
phones, connectivity via internet, secure ID card(if needed). The desktop must have CITRIX
platform for remote log in, Net Meeting for interfacing, Google Chrome browser(latest is
preferred with Adobe flash installed). System requirements are as follows:
Windows 7
Microsoft Windows Vista
Windows XP Professional SP2 or SP3, Tablet PC Edition SP2 or SP3 or Professional x64
Edition
2007 Microsoft Office system SP2 or Office 2003 SP3
Internet Browser Requirements: Internet Explorer 6 with SP1 or higher

6.2 Connectivity to Raja Inc

Intranet connectivity will be required among the 10 workspaces via chat client (Net Meeting is
preferred). For off-shore to on-site connectivity, we require internet connection via any of the
network providers. A direct telephonic connectivity to offshore is required. Intranet phone
connectivity is preferable.

6.3
6.4

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7 RAJA INC DATA
7.1
COST AND PRODUCTIVITY

8
8.1 Productivity improvement

Wipro is the World's first CMMI Level 5 certified software services company and the first
outside USA to receive the IEEE Software Process Award. It has one of the best Six Sigma
programs which ensures that 91% of its projects are completed on time, as compared to the
Industry average of 55%. To attain a continuous growth for Raja Inc., Wipro will consider
various processes to reduce cost and improve revenue/profit of Raja Inc. Initially we will
conduct detailed brainstorm sessions to identify the potential improvement areas. We
provide highly efficient services that would help to improve the productivity of your
business as well as reduce the cost.

1) VirtuaDesk DaaS and NexentaStor

These services will be implemented on the clients side and would help in automated
mapping of the users to the shared resources, thus reducing the time of manual mapping.
The increased automation with the VirtualDesk Daas is expected to save efforts on
production support tasks.
Due to these Virtual desktops there would be a 60% savings in a hardware PC cost.
2) Wipros Pega BPM Solutions
This solution helps organizations enable single view of the customers across multiple
functions, hence improving customer acquisition and retention.
With the help of these solutions we would be able to improve operational productivity and
streamline processes.

3) IT Agility and Transformation (ITAT) practice

With this practice we have helped companies deliver a cost effective, on time and highly
reliable services to its customers with consistent and advanced agile processes.
Various agile and lean offerings under this are
Framework-based Consulting
Process & Tools Automation
Verification & Validation
Service Integration & Management
Service Modelling
Agile and Lean Advisory etc.
4) We also use various methodologies such as Lena, Business Process Reengineering and
Standardization for process improvement.

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Safeguarding Data

All information concerning the business of Raja Inc which becomes accessible, or known, to you,
your employees or subcontractors including, but not limited to, financial information, customers,
customer lists, business plans, operational plans, data and computer programs, manufacturing
processes, engineering / technical data, design process, pricing, research and development,
strategic plans, and operating data resident on magnetic media, or other media processed, stored,
archived or maintained, shall be protected from loss, erroneous alteration, and shall be held in
strict confidence and protected from unauthorized access. All confidential data shall be protected,
and available for immediate examination without notice, at all times. Please state your position
regarding this issue.

Agreed

7.2 Process to Safeguard Data

We shall provide the same care and processes to prevent unauthorized access, modification or loss
of Raja Inc data via the same, or enhanced, processes that you presently employ to protect your
own information of a similar nature. In the event of any non-authorized access, modification,
disclosure, loss, or inability to account for any Raja Inc data, we will provide immediate
notification to Raja Inc.

Following are the steps that will be taken to protect all the confidential data of Raja Inc.
1) Creating ODCs with restricted access
Wipro will assign specific Offshore Development Centre (ODC) to Raja Inc. project and restrict
the access to only authorized personals. No movement of data via emails, printouts, file sharing
applications etc. will be allowed.

2) User permissions
Role/position based user permissions would be given to control users or groups access to highly
sensitive and confidential information.

3) Monitoring and training employees

Groups and various teams members would be monitored via mail tracking and call tracking to
ensure that sensitive records are not being misused.
Employees are made aware of the confidentiality agreement and legal implications, in case,
privacy or confidentiality of the client is breached.

4) Timely external audits

An audit log will be maintained that can track any changes made in the data or sharing of data, not
only by the staff but also authorized 3rd party personnel accessing the data.

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7.3 Return of Data

We assure you that all data will be returned to Raja Inc. as soon as the project is completed or
called off. Data available in the form of printouts will be properly shredded and that stored in the
systems would be deleted. An assurance mail would be send regarding the acknowledgment of the
same.

2.1 Program Management- Appointment of Members

A full time account manager will be assigned who will oversee the management of the contract
whose information (resume, history, and background) will be shared with Raja Inc. and will be
made available to Raja Inc. for interview. We acknowledge appointing the manager only after
receiving approval from Raja Inc. and Raja Inc. will be the sole discretion for removing the
account manager. We also acknowledge providing sixty days prior notice in case of the change of
the account manager and agree to minimum twenty four month assignment which could vary
based on the duration of the engagement.

2.2 Meetings

Wipro will follow below approach for meetings:

Daily status meetings amongst the development team to track progress
Monthly steering committee meeting
Weekly status calls with Raja Inc. managers which will be hosted by the Wipro account
manager
Tracking the performance with the metrics specified and defined in section 5.7 of RFI
Disputes will be resolved according to the criticality and impact to business and the
policies pertaining to dispute resolution are defined in section 4.3

2.3 Dispute Resolution

Raja Inc. and the supplier will attempt to resolve the dispute on a local level to the best of their abilities.

Agreed.

In the event that the issue cannot be resolved locally, it will be escalated to the senior Raja Inc. and
supplier account managers.
Agreed.

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If the issue cannot be resolved via the senior Raja Inc. and supplier account managers, it will be escalated
to the senior executives of the respective companies.

Agreed.

If the issue is not resolved, then it will proceed to a settlement process as described below.

The arbitration will be conducted through the Indian Arbitration Association. The contract shall stipulate
that a claim, dispute or any other unresolved issue will be ultimately resolved through the arbitration
process.

Agreed.

Both Raja Inc. and you agree that all disputes will be resolved through an arbitration process and that no
disputes shall be resolved through civil court proceedings.

Agreed.

Raja Inc. expects that there will be no disruption of service during this process, except where clearly
prevented by the nature of the dispute

Agreed.

Approach to dispute resolution

Amicable settlement
The Parties shall use their best efforts to settle amicably all disputes arising out of or in connection with
this Agreement or the interpretation thereof.
Any dispute, difference or controversy of whatever nature howsoever arising under or out of or in
relation to this Agreement (including its interpretation) between the Parties, and so notified in writing by
either Party to the other Party shall, in the first instance, be attempted to be resolved amicably in
accordance with the conciliation procedure set forth in further clause.
The Parties agree to use their best efforts for resolving all Disputes arising under or in respect of this
Agreement promptly, equitably and in good faith, and further agree to provide each other with reasonable
access during normal business hours to all non-privileged records, information and data pertaining to any
Dispute.

Conciliation
In the event of any Dispute between the Parties, either Party may call for amicable settlement, and upon
such reference, the parties shall meet (in person or through conference calls and live meetings) no later
than 10 (ten) days from the date of reference to discuss and attempt to amicably resolve the Dispute. If
such meeting does not take place within the 10 (ten) day period or the Dispute is not amicably settled

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within 15 (fifteen) days of the meeting or the Dispute is not resolved within 30 (thirty) days or such
longer period as may be mutually agreed by the Parties, either Party may refer the Dispute to arbitration.

Arbitration
Any Dispute which is not resolved amicably by conciliation, as provided in aforementioned Clause, shall
be finally decided by reference to arbitration by a Board of Arbitrators. Such arbitration shall be held in
accordance with the Rules of Arbitration of the International Centre for Alternative Dispute Resolution,
New Delhi (the Rules), or such other rules as may be mutually agreed by the Parties, and shall be
subject to the provisions of the Arbitration and Conciliation Act,1996. The venue of such arbitration shall
be Delhi, and the language of arbitration proceedings shall be English.
There shall be a Board of three arbitrators, of whom each Party shall select one, and the third arbitrator
shall be appointed by the two arbitrators and in the event of disagreement between the two arbitrators,
the appointment shall be made in accordance with the Rules.

10 APPLICATION DEVELOPMENT REQUIREMENTS

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