Interview Report On Innovation And Technology Practices (Other (Not Listed) Sample)

INTERVIEW REPORT ON INNOVATION AND TECHNOLOGY PRACTICES
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Introduction
During the course of the research two companies were chosen they were Mphasis and Ricoh India, both having an Information Technology background and also both located in India, however, each one of these companies had their own outstanding business criteria/portfolio. Mphasis on its behalf is a renowned IT solutions provider, offering application development services, Business Process Outsourcing (BPO) and infrastructure services. Moreover, Mphasis offers its services to a global market through a combination of diverse technological services, expertise and domain practices (Mphasis 2016). On the other hand, Ricoh India is a supplier, a world-leading supplier of business/office equipment e.g. copiers and even facsimiles machines among others. In addition to this, Ricoh India also offers services in the area of data processing and systems analysis (Ricoh 2016).
In accordance with the task at hand, interviews were carried out on the key members of these companies to gain an understanding of the technological and innovation practices practiced by each company in an effort to maximize business and service delivery. Therefore, this paper compiles the key components of the companies’ practices in relation to the best practices in technology and innovation. This report follows the following order; one, profiles of the individual companies and their technological practices. Two, best practices and the companies practices. Finally, recommendation, executive summary, and conclusion.
Company 1: Mphasis
Mphasis limited was established in June 2000 after the merger of two companies Mphasis Corporation (U.S based company established in 1998) and BFL software limited, an Indian IT services company. According to one of the executives, the merger was done to capitalize on the stake held by each company and this has been rewarded with a global impression on service delivery, services delivered using the best technologies currently available and especially cloud computing (Mphasis Limited 2016). Furthermore, according to Fortune India 500 (2011), Mphasis is ranked 7th in India in IT services delivery and 165 in the world, a true testament to its service and practices.
Technology and Innovation Practices
Whenever the question of technological and innovation practices came up, all staff members interviewed attributed their success to an integrated solution delivery mechanism. First, all their systems are integrated to offer customers with the best services imaginable. A customer’s information is available to each member of staff pertaining to their area of expertise and authorization clearance. At the forefront of this system is an Enterprise Resource Planning ERP, a system that links all aspects of business. Through this system, the company is able to integrate their application especially those concerning customer application development. Moreover, like any other ERP system it helps Mphasis manage and automate most back-end functions such as human resource services among many others (Beal 2016).
Secondly, Mphasis has invested heavily on business performance systems as well as business intelligence services. These two business components are a technological innovation set forth to determine a business performance and are used to forecast business activities/returns (Ranjan 2009). According to Mphasis executives, their company has direct contact with many customers who demand a diverse range of services, hence maintain the e-commerce support, and call centers among other business aspects which have led to a new form of data management. BI faculty implemented by the company helps it learn from past experiences and develop strategic mechanisms to tackle future challenges.
Finally, Mphasis has employed a vibrant customer experience management system that helps analyze customer behavior preferences and expenditure history. This CRM system is then integrated with cloud computing services that deliver IaaS, PaaS, and SaaS (Infrastructure as a service, Platform as a service ad Software as a service). Cloud computing being a revolutionary storage/host service it is has helped improve Mphasis innovation status among its customers. Their entry into cloud-based services has rewarded them with countless customers across the globe far from those based in the host nation (Mphasis limited 2016).
Company 2: Ricoh India
Ricoh India was established in 1993 as an overall joint venture by the RPG group limited, however, it later becomes Ricoh India Limited with a majority stake held by Ricoh Company limited while the rest being owned by the Indian public. According to Reuter (2016), the company has segmented its services into two major categories; goods and services, a fact supported by the Ricoh staff interviewed. Top of their portfolio are printers, digital duplicators, production printing, projectors, white boards and unified communication systems. Furthermore, Ricoh India does deliver IT management’s solutions such as cloud computing, cost management and even security. In addition to this, they have diversified their expertise to cover all aspects of life including healthcare, manufacturing, education, strategic business and banking (Ricoh 2016).
Technology and Innovation Practices
According to Ricoh CEO Manoj Kumar, the company’s success is attributed to its diversity and ability to introduce innovative products that meet the client’s needs. For instance, their new printing solution provides the best quality while minding the customer’s expenses. Moreover, they are set to release the product in the health care system where satisfaction is dependent on the customer (healthcare facilities) and the patients (Mukim 2016). So, how is Ricoh able to maintain its clients and meet their demands? First, Ricoh has emerged itself into technological innovation activities carrying out countless research to products and customer satisfaction. It is because of such endeavors that they are known to participate in many innovation and technological summits in an effort to sharpen their skills. Recently, in June 2015, Ricoh did participate in the India BFSI innovation and technology summit where they presented new cutting technologies in the areas of managed document service and digital computers. Their proposed products could provide unique features that combine documentation and IT services to meet business needs (Bizwingz Production House 2015).
Ricoh also offers or has adopted a business consulting process across all customers’ fields allowing employees to gain an in-depth understanding of the customer’s choice before delivering solutions. Business consulting processes are known to rely on data mining, data management, and even data warehousing, where customers information is continuously recorded and analyzed to yield better results. These technological advancements have seen Ricoh achieve unique solutions that help customers meet their productivity requirements at efficient costs (Frost & Sullivan 2016).
Finally, Ricoh limited operates a robust network of offices (24 offices) to fulfill its customer’s needs. Moreover, it has more than 2500 dealers across the country (India) and all these company components are governed by a virtual system similar to an ERP system. Furthermore, customers can interact with the company through an interactive CRM system designed to meet their every need. In addition to this, their cloud computing platforms help deliver IT services/solutions at the real time, cutting down on delay time and the inconveniences associated with it.
Mphasis vs. the best practices in technology and innovation
Innovation is the single most important driver of growth and profitability in the current world of business. This point is especially refined in Information, communication, and technology, a field held by these two companies. In today’s world, many companies recognize efficiency and world-class operations are minimal to warrant success. Similarly, Mphasis has been seen to do the same, however, they seem to have minimal innovation ventures as compared to technological advancements (Microsoft Corporation 2013).
At its core, innovation starts with a strategic plan or an orientation that follows a certain routine of protocols. Mphasis seem to achieve this basic structure by having in place a well-defined system that links the front end user (customers) with the back end users employees. Furthermore, their capitalization on an integrated system helps blend the chain of production and consumption. Moreover, Mphasis has a clear cut road map that determines and improves innovation practices at a management level. Consider their business performance and business intelligence systems. These systems are used to guide the company on the paths to take at any given instance, they evaluate things like expenditure, customer’s behavior, and production habits among others. Similar frameworks have been used by other high-end companies to achieve success, most notably Microsoft a process instituted by the founder himself Bill Gates (Microsoft 2016).
However, Mphasis seem to lack some critical element that of front-end innovation. Throughout the interviews little was provided to highlight the companies’ external partners, instead, all innovation practices are solely focused on in-house innovations such as BI systems, cutting edge management systems among others (Jain 2016).
Ricoh vs. the best practices in technology and innovation
On its behalf, Ricoh...