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Marlabs Capabilities Overview © 2016, Marlabs - Confidential [email protected] +1 (732) 694 100 www.marlabs.com ODC Services
Marlabs Capabilities Overview
© 2016, Marlabs - Confidential
[email protected] +1 (732) 694 100 www.marlabs.com
ODC Services
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• Founded in 1996
• 2100+ employees
• Consistent year-on-year revenue growth
• 100+ blue-chip clients across multiple verticals
• IP driven global consulting and software services
• Headquarters in Piscataway, NJ – USA
• Global delivery headquarters in Bangalore, India
• CMMI Level 5 and ISO/IEC 27001: 2013 certified
Marlabs Snapshot
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Global Locations
Strategic Partnerships Awards and Recognition Verticals Serviced
Overview
35%
22% 9%
23%
11%
Banking, Finance,Insurance
Media &Education
Transportation &Logistics
Healthcare & LifeSciences
Retail & Others
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Global presence to drive speed and value
Key locations
Marlabs Corporate HQ: One Corporate Place South, Piscataway NJ
• Global Data Center
• Network Operations Center
• Sales, Acct. Management & Operations Support
• Onshore Development Center
Marlabs North American Training Facility Broadhead Road, Bethlehem, PA
• Global Training Facility
• Multi-Discipline Center of Excellence
• Onshore Development Center
• DR Data Center
Global Development Center BWTC, Bangalore, India
• Global Development Center
• Multi Discipline Center of Excellence
• Asia-Pacific Data Center
• Network Operations Center
Global Development & Training Center Udayaravi Road, Mysore, India
• Global IV&V Center and CoE
• Asia-Pacific Training Facility
• Global Development Center
Global Development Center & CoE Infopark, Kochi, India
• Global Development Center
• Centers of Excellence
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Partners in our success
Customers
Media & Education Banking, Financial Services,
Insurance Healthcare & Life Sciences
Logistics & Hospitality Retail & others
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Full spectrum of solutions and services
Service Offerings
Application Development and Maintenance | Information Security | IT Infrastructure Services | Testing | Packaged Implementation & Support | Product Engineering
Cloud | Mobility | DAM | DW-BI & Analytics| Microsoft |Java | Open Source | ERP | Salesforce | IoT
Services
Industry Verticals
Technology Solutions
BFSI Education Transport Healthcare
Energy Retail Media Government
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The expertise driving our solutions and services
Centers of Excellence
• Improve legacy and proprietary Integration with current solutions/software
• Positive impact on usability and architecture decisions among project teams
• Increase overall user adoption
• Implement the best practices for the development of solutions
• Promote cross-platform flexibility
• Rapid scale up for project requirements
Marlabs Centers of Excellence (CoE)
Primary objectives
Industrialized assets and methods
Innovation Architecture based on cost/benefit analysis
Skills and Resources Alliance ecosystem
Microsoft Java/ Open
Source
Digital Asset Management
(DAM)
Testing DW/BI & Analytics
Mobile
Infrastructure, Security & Cloud
UI/UX ERP/ CRM
Center Of Excellence - Objectives
ODC Facilities and Capabilities
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Global offices and ODC Facilities
Piscataway, NJ
Bangalore, India
Bethlehem, PA
Mysore, India
Recently opened centers
• Mexico
• Kochi in India
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State of the Art, Secure and Dedicated Off-Shore Facilities at Kochi, India
Infopark Athulya MTF Trans Asian Corporate Park
2 New Facilities at Kochi, India Global Development Centers
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Global offices and ODC Facilities
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IPLC Backbone 1
IPLC Backbone 2 Piscataway, NJ
Bethlehem, PA Mysore
Bangalore
United States India
BGP
DS3 DS3 DS3 DS3 100MbPS Client Internet VPN
Private Line Circuits
Site to Site VPN
PRI Circuit
NOC
Kochi
Marlabs Global Connectivity
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Secure, scalable & state-of-the-art
Infrastructure
• 20,000 Sq. Ft. of infrastructure area (option to expand)
• N+1 infrastructure topography
• Dual and diverse power feed
• Lit with multi-entrance fiber rings
• State-of-the-art backup system & power unit
• Redundant service providers for guaranteed network uptime
• Dedicated secure channel
• VLAN for ODC isolation with selective access using ODC gateway
• Restricted access monitored by card and CCTV
• Two factor authentication and biometric finger print scan
• Advance intrusion prevention capabilities
• ISO 27001 compliant information security practices
• Full disaster recovery for hosted applications
• FM200 fire suspension system for complete protection
• Multisite Network Operations Center (NOC) for monitoring and management
• Scalability and extending T1/T3 circuit to alternate DR sites
SSAE 16 Type II Compliant Data Center, Piscataway, NJ
Guaranteed Security Disaster Recovery
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Value added Services
Why Marlabs?
• Offshore
• Dedicated 300+ seats capacity readily available at India Delivery Centers
• Established Technology Practices in India – High caliber technology resources
• Proven experience ramping up to 600+ specialized resources within aggressive timelines
• Dedicated ODCs already set up for large relationships (e.g. Kaplan, Gate Group, HSBC)
• Fully operational development and training center in Mysore delivery center
• Onsite
• Bethlehem, PA – Elsevier Lab, CoE – Infrastructure, Technology and People
• Dedicated Video Conferencing and Conference rooms across facilities
• Fully Operational 150K Sq. ft. building in Piscataway, NJ
• Fully operational and ready Tier 1 data center and NoC
Readily available Infrastructure
(Building, Seating, Network and Hardware)
• Building focused knowledge repositories – faster onboarding, Knowledge Management
• Investment into Domain experts both onsite and offshore
• Training curriculum specifically built to customer domain and tech specs for new crew members
• Agile/SCRUM training to customer specific development methodology.
• Scrum team rooms
Global Knowledge Center
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ODC Development Services
Engagement and Governance
Marlabs-Team Offshore Delivery
Center
CoE
Bench (includes
India based
Resource Pool)
Practices (.NET, Java, DWBI, ERP,
others)
Sources of Ramp-up / Scaling
Engagement Governance and Executive Steering Committee
Customer – US
Onshore Marlabs Delivery SPOC and
Vertafore Teams
Application Group 1
Customer Teams
Application Group 2
Customer Teams
Application Group 3 Customer Teams
Marlabs Infrastructure For Customer ODC
Data Center – Piscataway, NJ Office Space – India, Piscataway, Bethlehem
Video Conferencing Center – NJ and India NoC - NJ and India
Training Facility and Infrastructure - NJ and India
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Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 Week 7 Week 8 Week 9 Week
10 Week
11 Week
12 Week
13 Week
14 Week
15 Week
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Process & Procedure development
KA and KT Sessions
Shadowing
Reverse Shadowing Engagement
Sourcing
Define SLAs measurements
Cutover to steady State
Phase I - Planning Phase II – Transition-In Phase III – Service Delivery
Define Outcomes Model
Steady State Service Delivery and Management
Engagement Governance
Transition Planning
Infrastructure Setup
Ramp up and Transition Typical Scenario
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Strong dedicated recruitment team in India to meet mission critical-peak load demands
Dedicated Training Center set up at Mysore Delivery Center
Each weekend, walk-in interviews and recruitment drives conducted at select cities wherever IT resources are available (Bangalore, Mysore, Hyderabad, Chennai, Mumbai, Pune, Gurgaon & Noida)
Average of about 300 resources identified and interviewed each week (in past drives)
Nearly 150-200 interviews organized for clients each week
Geared to handle bulk volumes with deep understanding of current local job market realities
Strong recruitment supply to chain to quickly ramp up the required resources.
Marlabs Experience Past Projects
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Marlabs Human Resource Management
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Recruitment Methodology
Marlabs
Selection
Role, location and job requirements
Skill, vertical and technology match
Aptitude and behavioral aspects
Present ability and etiquette aspects
Location and compensation fit
Multi-lingual/cultural hires
Ensure 95% resources are certified on specific job skills
Screening
First level telephonic interviews
Second level in-person discussions for short listed candidates
Reference and employment eligibility verification
Criminal, drug, background verification and psychometric
testing (based on request)
Recruitment Plan Parameters
Quality of resources
Time frames
Quantity to match project requirements
Cost of the hires
Our policy on Equal Opportunity focuses on generating a pool of diverse candidates which richens our employee base and organizational culture.
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Sourcing and Selection
On-boarding and Fitment
People Development
Performance Growth
- Referrals, top schools, open market
- Assessments, Tests, Interviews
- Psychometric testing (iDISC Model)
- References & Background screening
- Induction plan
- Skills assessment & Fitment
- Project and Practice fitment
- Training
- Cultural integration
- Customized training (Learning centers in Mysore, INDIA; Bethlehem, PA)
- Competency assessment
- Creation of training & development plan/calendar
- Monitoring/ feedback of skills development programs
- Creation of career streams & paths (technology, business, program management)
- Performance management process
- Identification of “Hi-fliers”
- Performance improvement plan
Marlabs Human Capital Development Lifecycle
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Marlabs conducts ongoing training programs at our Global Training Centers:
•Bethlehem, PA •Mysore, India – Client Curriculum Based Training
Training for three groups:
•New Hire •Client Specific – Resource Shadowing, Bench Development •Ongoing Skills Development and Growth
World-class trainers and facilities help our people stay current on industry and technology trends.
Training programs are conducted on a regular, recurring basis.
Rotating our faculty with our project teams ensures that our trainers bring vital, real life experience into the classroom, thereby making the training so much more meaningful.
Inclusion of hands-on sessions ensures effective knowledge transfer.
Marlabs Training & Development
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Marlabs attrition rate is at an average rate of 8% which is considerably below the industry norm.
• Better recognition and visibility of top performers to Senior Management, as part of top 10 percentile.
• Very strict enforcement of notice period, in case of employee separation.
• Knowledge repository creation for future employees joining the project.
• Shadow / Back-up resources for key roles in the project.
Marlabs De-Risk Attrition Steps
Marlabs Attrition Rate
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Employee Recognition Awards
•Long Service Award •Employee of the
Month Award
Career Development
•Clearly defined career streams with opportunities for advancement based upon merit
•Career planning and road-mapping
Continuous Training
•To enhance employees’ current skill and competency.
•To acquire newer and advanced skills for their self development in a structured and planned manner, thereby providing growth opportunities within the organization.
Centers of Excellence
•“Intellectual sabbaticals”
• Rotation between project assignment and skill augmentation
•Opportunity for high performing individuals to become part of the faculty
Marlabs Retention Strategies
Center Of Excellence - Objectives
Program Management & Delivery
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Client Project Stakeholders
Customer Centric Blended Model
Project and Program Governance
Client Executive Sponsor
Client Program Manager
Client Project Manager
Client SME’s
IT & Infrastructure
Marlabs Executive Sponsor
Marlabs Account Manager
Business Analyst/ Lead Developer
Technical Architect
IT & Infrastructure
Programmer/ Analysts
Quality Assurance
IT & Infrastructure
Client Team Marlabs On-Site/Off-Site Team Marlabs Off-Shore Team
• Strong Transition Mgmt.
• Peer to Peer Communication
• Defined Escalation Process Steering
• Business Alignment
• Work Prioritization
• Metrics Monitoring
Project Management
Requirements/ Deliverables
Task Monitoring & Control
Project Status
Issue Management
Work Packages
Technical Specs
Project Lead / Manager
Project Lead / Manager
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Overview - Strategic Level
Program Governance Methodology
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Overview - Tactical Level
Program Governance Methodology
Initiate and Plan
• Estimate
• WBS
• Resource plan
• Project Plan
Requirements and Architect
• Requirements (Functional & Non-Functional)
• System Architecture Review
Design
• High-Level Design
• Low-Level Design
• Test Plan
• Coding Guidelines
Construction
• Unit Test Plan
• Code
• Software & Hardware Integration
• R&D
• Performance Tuning
Test
• Performance testing
• System testing
• Benchmarking
• Test Results
• Certification
Integrate and Support
• Maintenance Updates/ Fixes
• Standards Compliance
• Onsite/ Offshore Extended
Program Management
Monitor & Control
Plan and Execute
Communication & Expectation
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Business Change Management
Program Governance Methodology
Compare to baseline
Compare to baseline
Implement on Production
Write code or changes
Deploy in QA Environment
Unit Test
Integration Test
Final QA
Code Release
PLANNING ENGINEERING
Post Implementation
Review
Define scope of change
Change Deployment
Plan
Change Pilot Plan
Monitor the
change
Analyze the scope and Get approval
Implement change
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Project Planning , Coordination and Control
Project Management
Project Management
Project Overview Schedule
& Mileston
e Plan
Acceptance
Criteria
Scope & Change Manage
ment
Project Monitori
ng
Risk Manage
ment
Communication
Management
Configuration
Management
Test Plan / Strategy
Quality Assuranc
e
Resource Manage
ment
Governed by our Quality Management System (QMS)
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Service Landscape
Application Development & Maintenance
Production Support
• User Support • Configuration Management • Emergency Fixes • Application Support • Application Monitoring • Production Support (24x7) • SLA Management
Maintenance
• User Support • Regulatory • Minor Enhancements • Configuration Management • Corrective Maintenance • Preventive Maintenance • Database Administration • Change Management • Product Review • SLA management
Business Support
• Quality Assurance • Emergency Fixes • Application Continuity • Application Monitoring • Database Monitoring • Product Enhancements • Production Support (24x7) • SLA Management
Multi-Level Support (L1, L2, & L3)
Flexible Shift Model (8x5, 12x5, 16X7, 24X7)
Quality Assurance
Multi-Channel Support (Phone, Email & Chat)
Application Development
Water Fall Model Iterative & Incremental V Model Spiral Model
Code & Fix Life-Cycle Model
Prototype Model Agile Model Custom Models
Development Models
Application Maintenance
•Application design, development
•Systems integration/consolidation
•Re-engineering,
•Implementation of packages
Service Offerings
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CMMI Level 5 certified
Quality Management Systems
Improve Project Planning Reduce Software Defects Increase Defect Containment/ Reduce Cost
Schedule Slippage
Effort
Slippage
End Timeliness
Review Effectiveness TDCE
BMI RTI
SLA Compliance
PROJECT LIFECYCLE – SDLC Phases
Periodic Reviews – Reviews, Walkthroughs, Testing and Audits
QMS Data Repository
Process Metrics Product Metrics
Causal Analysis of Outliers using Brainstorming, Pareto Charts, Histogram
Corrective and Prevention Actions feed back into the SDLC Phases
Improve Customer Satisfaction through Quality
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Activities: • Metrics Gathering • Causal Analysis • Lessons Learnt • Best Practices
QA Reviews & Surveys:
• Internal Reviews (IQA) 100% Review
• External Reviews (EQA) 20% Review
• Final Inspection (FI)- Assure Compliance to Process
• Customer Satisfaction Survey
Metrics, Reviews, Surveys
Project Quality Measurements
Development Projects
Attribute Metric
Defects
Defect Density
Total Defect Containment Effectiveness
Review Effectiveness
Effort
Effort Slippage
Rework Effort
Review Effort
Productivity Size/Effort
Schedule Schedule Slippage
End-Timeliness – Schedule Commitments
Size Size Deviation
Maintenance & Support Projects
Attribute Metric
Defects Defect Density
Review Effectiveness
Effort Effort Slippage
Rework Effort
Review Effort
Productivity Size/Effort
Schedule Schedule Slippage
End-Timeliness – Schedule Commitments
Incident Arrival
Rate
No. of Incidents received per period
BMI
Backlog Management Index
% Compliance to SLA
Response Time index
Testing Projects
Attribute Metric
Defects Defect Density
Review Effectiveness
Effort Effort Slippage
Rework Effort
Review Effort
Productivity
Size/Effort
Schedule Schedule Slippage
End-Timeliness – Schedule Commitments
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ITIL metrics driven Support Process
Service Desk
USERS
Phone
Ticket
Co-browse
Service Desk (L0)
L1 Support L2 Support
Incident Management
system
Knowledge Base
One Console Service Dashboard
Service Delivery Service Management
Service Management
Engagement Governance
Quality Process CSAT
COE Continuous
Service Improvement L3 Support
Chat
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Marlabs – ODC Relationship Reviews
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Key Services
• Business critical, end customer facing applications
• Development, Maintenance, Support.
• Ramp up of 250 in 6-7 months, Dedicated ODC – Java 60%, NET 20%, QA/DWBI 20%
• Technology evaluation and provided the design solution using the technologies Dojo, Flex, J2EE, Spring, Hibernate,
JMS, EJB, Drools Rule Engine, Jasper Reports, Oracle Database Server, JBoss Application Server and Red-Hat Linux.
• Support over 500 concurrent users, rich user experience through real time dynamic content
• Ability to process over 5000 Service Orders (Flights) and Invoices per airline in a day.
• Ability to process over 200000 flight requests per day.
• Configured, provided infrastructure support for 200+ server instances including on Amazon EC2
Sample Applications
In-flight Supply Chain Management (Oracle, Java, Hibernate, Flex), Galley Planning, SAP L2 Support (all modules, BW,
ABAP), Hyperion Financial Management L2 Support.
Significant Benefits
• Transitioned disintegrated, disconnected applications to enterprise-wide B2B applications
• Reduced total cost of ownership
• Provide integrated platform for clients.
Marlabs Relationship Overview Gate Gourmet
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Key Services
• Development, maintenance of a global platform, highly critical to global business
• Supporting Latin American and Asia Pacific operations
• Migration, Provision and Support of Enterprise Middleware Platform ( IBM WAS 7.x , WPS 7.x , IHS 7.x ) for over
100+ banking applications.
• 6-7 months global ramp up to 150+ resources
• Pune, Mexico, Brazil, Malaysia
• Multi location recruitment, orientation, training, deployment
• Uniform technology platform which support to client’s one-applications IT strategy .
• Support for highly secured Dual Data Center with Active-Active Hot DR @ 99.99 % availability
• Successfully implemented single global collections in LATAM per universal, group-wide standard
Sample Applications
Cards & Collection (Mainframe), Retail Banking/Core Banking (AS400), Interfaces between Core Banking & Cards.
Significant Benefits
• Provided single global point of contact across all locations
• Helped reduce dependence on existing vendors – key to sourcing strategy
• Raised flexibility & agility in staffing projects.
Marlabs Relationship Overview HSBC
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Key Services
• Development, Maintenance, Testing Services
• Remote Infrastructure Support & Management Services
• Data Warehousing and Business Intelligence Services
• 5 months to ramp up 100+ resources
• Bangalore, Mysore - Multi location recruitment, training, deployment
• Multiple Java and .NET projects in development and maintenance modes
• Skillsets went all the way from app development and testing to very specialized Statistical Computation for which
Marlabs ramped up experienced modeling practitioners (Ph. D.)
• Complex projects like Automatic Teacher Assignment system which creates teacher schedules for hundreds of brick
and mortar locations in seconds – old system required days to do this
• Implementation of PCI DSS compliant payment gateways
Sample Applications
KnowledgeWire, ComplianceWire, Nursing, Step2CS, CMS-G2, ATA, IAP, RevMAn
Significant Benefits
• Increases visibility into trends and performance.
• Provides insight for setting business direction.
• Raises level of business agility.
• Drives revenue and profitability growth.
Marlabs Relationship Overview Kaplan
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Key Services
• Medical Document Assembly, Transcription, Record Review by qualified senior Medical Doctors
• Marlabs helped develop the KPO workflow platform on MS .NET
• Huge ramp up in 6 months with dedicated recruitment & HR team
• Ramped up initial team of 20 to 660+ at Bangalore
• Difficult skillsets to source in volumes at Bangalore and other Tier-3 cities
• Experienced Medical Doctors (8+ years experience)
• 25% with Post Graduate certification
• Specialists in Orthopaedics, Trauma Care, Emergency Room
• Challenge of moving the Doctors into an alien IT field, lot of handholding and motivation
• Extensive cultural and technical training and re-evaluation of large groups
Services
Medical Records Review, Document Management, Transcription, dedicated Training facilities
Significant Benefits
• Outsourcing and developing the process with Marlabs considerably speeded up reviews
• Accurate medical information, in a summarized format, rapidly available on demand within hours
• Significantly reduced operational costs, enabled accurate and timely processing of claims.
Marlabs Relationship Overview Medical Insurance KPO
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Standing apart in the marketplace
Value Proposition
Delivery Excellence
Domain Expertise
• Flexible, transparent, and mature engagement models
• Seamless solution integration
• Certification compliance
• Robust Governance
• Strong focus on emerging technologies
• Centers of Excellence (CoEs) for technology proficiency
• Best in class technology and security infrastructure
Customer Centricity
Investment In Talent
• US based, IP driven organization with a digital technology focus
• Flexible engagement models with global talent
• Proven record of successful on-site, off-shore and blended engagements
• Customized solutions and services
• High competence levels in all technologies
• Home grown algorithm for matching resources with customer’s unique need
• Global training centers: Continuous quality improvement programs
• High retention rates
Higher Customer
Satisfaction
Excelling Employees
Project Certainty
Highest ROI and Value
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Contact Us
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USA New Jersey
Marlabs Inc. (Global Headquarters) One Corporate Place South, Floor 3, Piscataway NJ 08854 - 6116 Tel: +1 (732) 694 1000 Fax: +1 (732) 465 0100 Email: [email protected]
India Bangalore
Marlabs Software (P) Ltd. Bagmane World Technology Center, 14th Floor, Citrine Block - 4, Marathahalli Outer Ring Road, Mahadevapura, Bangalore – 560 048 Tel: +91 (80) 67229400/700 Email: [email protected]
Canada Marlabs Canada Incorporated 1235, Bay Street, Suite 400 Toronto Ontario M5R 3K4 Tel: +1 (416) 934 5005 Email: [email protected] Mysore
Marlabs Software (P) Ltd. # 462, A & B Block, Udayaravi Road, Kuvempunagar, Mysore - 570023 Tel: +91 (821) 4000200 Email: [email protected] Marlabs Software (P) Ltd. # 469, A & B Block, Udayaravi Road, Kuvempunagar, Mysore - 570023 Tel: +91 (821) 4191450 Email: [email protected]
Mexico Marlabs Technology Services Av. Patriotismo 229 Piso 8 Col. San Pedro de los Pinos Mexico, D. F. C. P. 03800 Tel: +1 (732) 694 1000 ext.6011 Email: [email protected] Kochi
Marlabs Software (P) Ltd. "Athulya", 2nd Floor, Infopark Kusumagiri P.O. Kakkanad Kochi - 682 030 Email: [email protected] Marlabs Software (P) Ltd. Trans Asian Corporate Park, XIV/396-C, Seaport Airport Road, Chittethukara, Kakkanad Kochi - 682 037 Ph: +91 (484) 6062885/886 Email: [email protected]
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THANK YOU
