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Management

Case Folio

July '04
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Articles

Case in Focus

Innovations at Wipro

-- Vandana Bhatia and K Subhadra

The case describes the innovation process at Wipro, one of the leading IT companies in India. The focus of the case is on the elements of the innovation process at the company and their implementation. The case also discusses how the top management at Wipro created a culture of innovation and encouraged employees to come up with new innovative products.

Entrepreneurship

Mumbai's `Dabbawalas' - an Entrepreneurial Success Story

-- Suchitra Jampani, Sanjib Dutta

The Dabbawalas who provide a lunch delivery service in Mumbai have been in the business for over 100 years. In 1998, Forbes Global magazine conducted an analysis and gave them a Six Sigma rating of efficiency. This case examines how the Dabbawalas operate. It describes their delivery process and coding system, and how they work as a team to achieve a common goal. The case also explores the future of the Dabbawalas' service in the light of changing environment.

IT & Systems

The eSeva Project - Providing G2C Services in Andhra Pradesh (India)

-- K Prashanth, Vivek Gupta

The case discusses eSeva (Electronic Service), an e-government project initiated by the State Government of Andhra Pradesh (GoAP) in India. The eSeva project is aimed at integrating and offering a wide range of Government to Citizen (G2C) services at a single location. The case highlights the objectives of the eSeva project. It provides detailed information on the implementation of the project, its IT architecture, and the hardware and software used. The case describes the G2C services offered by the GoAP and the benefits reaped by the citizens and the GoAP after the implementation of the project.

Business Strategy

Restructuring Unilever - The `Path to Growth' Strategy

-- A Neela Radhika, A Mukund

The case discusses a five-year long organizational restructuring exercise undertaken by Unilever, a leading global fast moving consumer goods company. It examines in detail the important elements of the restructuring program named the `Path to Growth' Strategy. The case focuses on the changes made with respect to the organizational structure, various Unilever businesses, branding strategies, operational processes and supply chain management practices. Finally, it discusses the results of the restructuring exercise and examines the company's future prospects in the light of its falling share price and the sluggish growth of many of its leading brands.

Finance

Infosys Accounting Policies

-- Pallavi Aluru

This case discusses the accounting policies followed by the Indian IT major, Infosys. As the company's shares are listed on the NASDAQ as well as on the Indian stock exchanges, its accounting policies have to conform to both Indian and US accounting standards.

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Automated Teller Machines (ATMs): The Changing Face of Banking in India

Bank Management

Information and communication technology has changed the way in which banks provide services to its customers. These days the customers are able to perform their routine banking transactions without even entering the bank premises. ATM is one such development in recent years, which provides remote banking services all over the world, including India. This paper analyzes the development of this self-service banking in India based on the secondary data.

The Information and Communication Technology (ICT) is playing a very important role in the progress and advancement in almost all walks of life. The deregulated environment has provided an opportunity to restructure the means and methods of delivery of services in many areas, including the banking sector. The ICT has been a focused issue in the past two decades in Indian banking. In fact, ICTs are enabling the banks to change the way in which they are functioning. Improved customer service has become very important for the very survival and growth of banking sector in the reforms era. The technological advancements, deregulations, and intense competition due to the entry of private sector and foreign banks have altered the face of banking from one of mere intermediation to one of provider of quick, efficient and customer-friendly services. With the introduction and adoption of ICT in the banking sector, the customers are fast moving away from the traditional branch banking system to the convenient and comfort of virtual banking. The most important virtual banking services are phone banking, mobile banking, Internet banking and ATM banking. These electronic channels have enhanced the delivery of banking services accurately and efficiently to the customers. The ATMs are an important part of a bank’s alternative channel to reach the customers, to showcase products and services and to create brand awareness. This is reflected in the increase in the number of ATMs all over the world. ATM is one of the most widely used remote banking services all over the world, including India. This paper analyzes the growth of ATMs of different bank groups in India.

International Scenario

If ATMs are largely available over geographically dispersed areas, the benefit from using an ATM will increase as customers will be able to access their bank accounts from any geographic location. This would imply that the value of an ATM network increases with the number of available ATM locations, and the value of a bank network to a customer will be determined in part by the final network size of the banking system. The statistical information on the growth of branches and ATM network in select countries.

Indian Scenario

The financial services industry in India has witnessed a phenomenal growth, diversification and specialization since the initiation of financial sector reforms in 1991. Greater customer orientation is the only way to retain customer loyalty and withstand competition in the liberalized world. In a market-driven strategy of development, customer preference is of paramount importance in any economy. Gone are the days when customers used to come to the doorsteps of banks. Now the banks are required to chase the customers; only those banks which are customercentric and extremely focused on the needs of their clients can succeed in their business today.

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