1 Targetting 3.4 Defects / Million A Problem SolvingApproach StatisticalTechnique InvolvesEveryone Data Driven Decisions A Business Strategy A Culture ApplicableAcross… Customerfocused A Six Sigma Solution GURU TM Transition Methodology Six Sigma Consulting Practice CES

2 Need for GURU TM Approach…! Clients consider it a top priority to know upfront how Mahindra Satyam will handle the Transition and Knowledge Transfer from client team and/or incumbent teams Clients want to know if we have a process / methodology in place to lead the Transition activities Clients want to have the confidence that there will be no drop in service levels / slips on project timelines after Mahindra Satyam takes over GURU facilitates Proactive Planning and Tracking of KT Identifies critical-to-success Knowledge-related metrics Establishes KT Measurement Index (KTMI) scorecards Quantifies KT performance over specific time periods Data driven, objective KT Validation Ensures defect free transition Supports SLA adherence Institutionalizes best practices Going forward, incorporates Six Sigma and performance metrics culture in team members Across the board applicability to IT services projects of all kinds (development, implementation, migration, maintenance, etc.) across technologies and industries

3 Objectives  Identify critical to Success Knowledge metrics  Establish KT Measurement Index (KTMI) scorecards  Ensure defect free transition  SLA adherence Scope  Across the board applicability to IT services projects of all kinds (development, implementation, migration, maintenance, etc.) across technologies and industries GURU TM - The KT Approach GURU TM provides a robust, quantifiable mechanism to execute and validate Knowledge Transfer activities leveraging Six Sigma tools and concepts for critical IT projects

4 GURU TM Powered KT Upgrade 2 Weeks4-6 Weeks Gather Understand Gather Project Needs  Understand the Business Scenario  Study the Project goals, modules and available documentation  Define KTMI metrics  Establish Six Sigma driven KT Plan with the PMO  Prepare scorecard for Overview and KT sessions adherence, effectiveness Gather Project Needs  Understand the Business Scenario  Study the Project goals, modules and available documentation  Define KTMI metrics  Establish Six Sigma driven KT Plan with the PMO  Prepare scorecard for Overview and KT sessions adherence, effectiveness Understand existing work processes  Prepare lists of business processes  Assign criticality rating to processes  Detailed module wise Overview & KT sessions  DIY (Do it Yourself) Exercises  Shadow at level1 (S1)  Score for all KT and DIY sessions  Identify inadequate business process KTs based on KTMI scores Understand existing work processes  Prepare lists of business processes  Assign criticality rating to processes  Detailed module wise Overview & KT sessions  DIY (Do it Yourself) Exercises  Shadow at level1 (S1)  Score for all KT and DIY sessions  Identify inadequate business process KTs based on KTMI scores Replication  Understanding presentation by Mahindra Satyam associates for each module  KT Validation of presentation by client/ incumbent expert  Identify inconsistency in Knowledge, if any  Pinpoint modules for re- KT sessions  Shadowing at level2 (S2)  KTMI score check  Mahindra Satyam associate takes over complete work Replication  Understanding presentation by Mahindra Satyam associates for each module  KT Validation of presentation by client/ incumbent expert  Identify inconsistency in Knowledge, if any  Pinpoint modules for re- KT sessions  Shadowing at level2 (S2)  KTMI score check  Mahindra Satyam associate takes over complete work Upgrading the processes  Achieve steady state  Demonstrate adherence to performance SLAs and metrics  Benchmark with other similar Mahindra Satyam assignments  Pick best practices for implementation  Discuss with client and upgrade the operations  Value addition and success with new processes Upgrading the processes  Achieve steady state  Demonstrate adherence to performance SLAs and metrics  Benchmark with other similar Mahindra Satyam assignments  Pick best practices for implementation  Discuss with client and upgrade the operations  Value addition and success with new processes Replicate 2 Weeks8 Weeks * Timelines are indicative only – actual timelines will vary by engagement

5 GURU TM Template Sample This SAP specific sample KTMI template  Captures from incumbent the list of business processes  Assigns criticality to each process  Defines KT performance metrics  Lists the client’s operational environment processes  Helps quantify the knowledge absorption by scoring on all performance metrics  Gets KT validation by client / incumbent

6 Fortune 5 US giant, Consumer Finance business, Data Warehousing project  To develop and implement a KT strategy which would be cost effective without compromising on the short timelines  Ensure KT from incumbent vendor (Accenture) under supervision of client transition manager  Client appreciation, Multi Million $ annual project  Achieved steady state within challenging time  Managed KT process, defect free for large onsite + offshore team  Use of Six Sigma framework for KT  Use of KTMI scorecards and tollgate reviews  Use of shadowing techniques  Understand/Analyze the Processes, Failure modes and the current controls Client Assignment Objective Approach Benefits Case Study 1

7 Fortune 100 US client, Chemicals business, SAP application support project  To implement a KT plan to absorb knowledge from a mix of client’s in house consultants as well as incumbent resources  Ensure KT from incumbent vendor (CSC) with minimum time involvement  Client confidence and support, $ 5 Million annual project  Planned steady state without any hiccups  Robust KT process for large onsite + offshore team  Use of Six Sigma methodology for KT processes  Use of KTMI metrics and scorecards  Use of DIY (Do It Yourself) techniques  Documentation assessment and processes Client Assignment Objective Approach Benefits Case Study 2

8 GURU TM For more information on GURU TM Please contact: Satyam.net Satyam.net Thank You