Presenter: Chinmaya Saxena Designation: Manager, Global Sales & Solutions Support

1. Presenter: Chinmaya Saxena Designation: Manager, Global Sales & Solutions Support Date: 14th March, 2005

2. Agenda What we are 1 What is BPO Potential 2 What we do 3 • How we do 4 Wipro confidential

3. Who we are Leadership in business process outsourcing • Partner to industry leaders and challengers • 31 clients (including 13 for transaction processing), 12 among Fortune 500 ( as of September 30th, FY 2004 - 05) • Largest third party transaction processing company in India** • Largest third party business process outsourcing company in India)* Expanding footprint • Delivery locations: Eight state-of-the-art centers in New Delhi, Mumbai, Chennai, Pune and Kolkata • Service lines: Largest breadth of services from customer relationship management to back office transaction processing & industry specialized services • Processes:95 + processes in production; handling 5 million calls and 500,000 back office transactions per month • Complexity: Providing Level 1,2,3,4 support Clients 31 23 18 15000+ Employees 05 9500 5000 Revenues USD Mn 145 2500 95 41 11 2004-05*** 2001-02 2002-03 2003-04 ***Annualized revenue run rate for FY 2004-05 * NASSCOM, ** Independent Surveys Wipro confidential

4. Who we are SBU of Wipro Technologies : No. 1 provider of integrated business, technology and process solutions on a global delivery platform * Clients • Partner to industry leaders • and challengers • 89 global 500 clients • 151 clients among Forbes 2000 370 339 272 180 160 150 Globaldevelopmentcenters Global footprint • 35 countries • 10,000 itinerant employees • 9 near shore development centers 38 34 28 26 22 14 Employees • Diverse talent pool • 23 nationalities • 2000 domain consultants 37 19 14 (thousands) 13 10 8 Revenues** • Sustained growth • CAGR of 45% in last 5 years • 4th largest in the world in terms of market capitalization in IT services 1300 934 635 (Mn USD) 475 384 240 * Ranked leader by IDC, MetaGroup, Forrester - 2004 1999-00 2000-01 2001-02 2002-03 2003-04 2004-05 ** Annualized revenue run-rate 2004-05 Wipro confidential

5. BPO industry size Worldwide BPO Spend 100% = $173bn $37 bn CAGR – 9.5% ROW* 21% 100% = $110bn $23 bn ROW* $39 bn 21% Europe 23% CAGR – 9.6% $25 bn Europe 22.6% $97 bn $62 bn CAGR – 9.3% $62 bn North America $62 bn 56% North America 56.4% 2007 2002 Source: Gartner The 100+bn global outsourcing market will grow at CAGR of > 9% US will continue to constitute majority of the BPO market Wipro confidential

6. India advantage • 40%-60% cost reduction for offshored process • Differential in wages from the US or UK parent location at approx 70%-80%. • Interaction costs increase 10%-20% bcoz of India being a remote location….thus net savings of 40%-60% • Labour cost arbitrage, the reason for cost savings likely to exist for next 20-30 years Cost • Faster turnaround time • Time zone difference • 24X7 service • Learning curve effect, given increased activity across companies and increased centralization within company Productivity • Established methodologies and processes being rapidly adopted for better performance • Well defined quantifiable metrics for quality and process • Access to highly qualified – skilled pool Quality India’s value proposition Source: Mckinsey Interviews Opportunity for leveraging capabilities from remote location Wipro confidential

7. Perspectives on the Indian BPO Industry Perspective on the Indian BPO Industry Raman Roy Chairman and Managing Director Wipro Spectramind • Industry non-existent a decade back • Only ‘evidence’ of BPO in India was data entry • Amex set up captive Financial Resources Center in1994 • Leadership Contribution • Set up to service complete financial backoffice of JAPA Region • AP, AR, Tax, MIS, Closing of Books, Reconciliations etc. • Processing in English and all major Asian languages • With success, awarded work from Europe and N America • Processing in European languages added • Grew to over 500 people in just two years • GE Captive Center set up in 1996 • Backoffice scope beyond Financial areas • Leadership introduced voice as recently as 1998 • Tremendous success of this center made people notice India Wipro confidential

8. Perspective on the Indian BPO Industry (contd.) • 2000 – third party servicing begins in India • Trends over the last decade • Earlier (Captive) Centers predominantly did • Accounting/Transaction Processing (eg. Amex, GE) • Voice processes followed with very small number of FTEs • Centers set up in / after 2000 (Captive or third party) • Clients showing appetite and interest in moving aggressively to other areas • Most have urgent business drivers and pain areas in voice-based processes (volume, bottom line, Quality, people) – skewed the industry to FTEs dedicated to voice • Moving to other areas slowly since the capability is there and the track record is strong • Third Party Industry employs over 200,000 people – larger number still employed by captives Wipro confidential

9. Expanding service lines Voice (inbound/outbound) • Telemarketing – Selling new/upgrade products/services • Internal employee help-desk • Technical Support – L1/L2 desktops, network, software • Customer service – billing, new / existing plans, value added services, service order processing, Workforce dispatch, health claims, etc • Collections – early reminders to late stage collections Customer relationship management eMail / Web / Chat • Technical support – desktops, portables, network, software • Customer service • eSales Service offerings Industry services Ability to provide multiple solutions for a single client • Insurance claims processing • Mortgage processing • Health claims adjudication • Credit card processing • Bank reconciliation Industry/specialized services Finance & accounting services Supply chain services • Procure to pay • Plan to result • Order to cash • Compliance services • Inventory management • Direct procurement • Logistics & dispatch Business optimization services (BOSsTM) Knowledge services Procurement services • Data analysis • Data mining • Data management • Spend data management • Supplier management • Procurement processing “Customers that have a broad range of requirements but only have one major supplier should choose Wipro. It is active in all major functional segments with a broad range of vertical industry capabilities” HR services • Employee data management • Recruitment Solutions • e-HR managed services Forrester, April, 2004 Wipro confidential

10. Customer relationship management • Consistently over performed on retention/saves SLA’s • 1550+ associates supporting these processes Customer sales cross sell – up sell • Managing voice-based processes for that require high % of ‘one call resolution’ • 2200+ FTEs currently operate to this operating metric Single call resolution • Servicing client processes that involve explaining service-platform changes • 1800+ FTEs currently supporting these processes Explain to the customer changes in a product • The queues that we manage are tier 1 and tier 2 support & network hardware support • 2500+ FTEs currently supporting these processes Technical support for internet service Service offerings Voice (inbound/outbound) • Telemarketing – selling new/upgrade products/services • Internal employee help-desk • Technical support – L1/L2 desktops, network, software • Customer service – billing, new / existing plans, value added services, service order processing, Workforce dispatch, health claims, etc • Collections – early reminders to late stage collections Customer relationship management eMail/web/chat • Technical support – desktops, portables, network, software • Customer service • eSales • 5+ million calls per month • Extensive cultural, language and process skills training to associates • Robust telecom infrastructure for managing voice & data communication Illustrative solutions in the telecom domain/ FTE numbers correspond to our telecom clients for voice based processes only Wipro confidential

11. BOSsTM services stack Key elements of service delivery Service offerings Finance & accounting services • Procure to pay • Plan to result • Order to cash • Compliance services • Imaging • Indexing • Workflow management • Processing • Reporting and analytics • Controls and compliance Business optimization services (BOSsTM) Procurement services • Spend data management • Supplier management • Procurement processing • Procurement expertise • Seamless process integrating with multiple procurement platforms • Supplier management experience managing worldwide suppliers • Best in class process management • Multi channel share services delivery infrastructure HR services • Employee data management • Recruitment Solutions • e-HR managed services • Self service enablement for easy access and decision making capabilities for employees/managers • Multi-channel (web and call) helpdesk • End-to-end HR data processing • Global employee data-warehouse for benchmarking, decisions and analysis Application & technology ownership Platform Data analytics & reporting Data cleansing, data management Compliance Wipro confidential

12. Industry/specialized solutions Service offerings Illustrative solutions Large life insurance company (Among top 5 in UK) New business processing, broker follow-up, data capture, risk analysis (underwriting) and policy document generation. Industry services • Insurance claims processing • Mortgage processing • Health claims adjudication • Credit card processing • Bank reconciliation Underwriting & funding review – providing making recommendation to approve/disapprove home equity loan or line of credit. Industry/specialized services Internet-based lending company Supply chain services • Inventory management • Direct procurement • Logistics & dispatch Leading energy and power C\company (US, UK) OTC logistics call center to gas service stations Knowledge services • Data analysis • Data mining • Data management Bio sciences research organization Building genomics database • Domain expertise through vertical business structure • 25+ transition specialists • 500,000 + transactions per month • Global employee data-warehouse for benchmarking, decisions and analysis Wipro confidential

13. Delivery through phased, proven approach to impart benefits over the entire relationship lifecycle Wave 1 Wave 2 Wave 3 Process re- engineering Transition Customer value Process optimization Increasing customer value Cost savings & process standardization Operations Operations Operations Applications Applications Infrastructure Process Process + applications Process + applications + infrastructure • Test processes, prove concept • Maintain quality • Initial cost savings through arbitrage • Best in class – process and technology optimization • Consolidation across operations / processes • Maximize savings through better turn-around and reduced defect rates • Process improvement using Six Sigma and domain expertise • Knowledge management • Evaluate technology, automation & consolidation options Wipro confidential

14. Making it happen • 8 world class delivery sites • Robust DS3 architecture • Extensive BCP methodology • First in India to achieve compliance on ‘Data protection act of UK’ • Multiple levels of data & information security “From the first day in dealing with Wipro, there’s been nothing but quality, character, highest integrity, highest quality work. As a JV partner you wouldn’t find a better partner. As a supplier, you wouldn’t find a higher quality partner“ Jack Welch • COPC certification • Six sigma rigor remote support • Best in class for providing Integrated services • Dedicated project migration team • Proprietary transition toolkit • More than 13,500 employees • Experienced management team • Innovative HR Practices "We have been very pleased with Wipro's performance and attention to security and privacy" Chris Larsen, Chief Executive Officer, E-LOAN Inc Wipro confidential

15. Quality that yields benefits to clients Average Handle Time Six Sigma • Wipro is the first company in India to adopt the six-sigma TQM methodology for defect and cycle time reduction • Wipro has demonstrated tremendous cost savings using tested processes within Six Sigma for its customers • Small, incremental improvements – used in conjunction with 6-sigma • Focus is on implementing small ideas without any investments • A person uses his/her creativity to come up with new ideas • Only an implemented idea is an improvement • Developed by a group of professionals from Amex, Dell, Microsoft and others. • The Malcolm Baldrige Quality award used as a basis • Standard exclusively for BPO centers • Wipro Spectramind is the first company to qualify for the standard using Six Sigma framework Quality Score • 30+ full time black belts • Performance on customer critical performance measures (CPMs) • Processes meeting customer CPMs after stabilization • All associates ‘kaizen’ trained • More than 3000 ‘kaizen’ s implemented by employees Wipro confidential

16. Delivery model: migration approach 3 2 1 Managing what is outsourced - operations How to migrate - transition What to migrate – pre-analysis / analysis Managing what is outsourced How to outsource 2 3 What to outsource 1 Process migration Engagement approach Pre-analysis / analysis • Developing process maps, standard operating procedures • Developing detailed timelines for migration – project plan • Baselining of SLA’s • Engagement model - communication plans • Customer interaction – on-site / offsite, via questionnaires / interviews • Migration based on de-couplability, offshoreability of processes, legal requirements, resource availability, customer benefits, risk, skill set availability, technology, etc • Operations and customer point of contacts • Engagement model • Change management • Cost savings analysis Wipro confidential

17. Talent transformation Attract Motivate Retain • Participation in planning of work & setting targets (commitment is more binding when choice is explicit & public) • Reward & recognition programs • Higher education programs – Wipro SEED • Top talent from campus - “Day 1” in all top universities in India • Strength of leadership team • Press / PR • Recruitment from commerce colleges and accounting/finance departments of local companies • Providing a fun-filled environment • Creating growth opportunities – “Wings Within” • Job rotation & enrichment • Performance orientation • Performance-linked incentive plan • Competitive compensation iOrbit A culture that motivates people to continually push the bar Wipro confidential

18. Training methodology • All but level 1 customized or custom-built • Certification and assessment built in at every stage • 90 trainers across the country • Ability to train in excess of 3000 people simultaneously, across our facilities in computer-based and instructor-led classrooms Level 4: 2-8 weeks (process dependent) On the job training Level 3: 2-6 weeks (process dependent) • Buddy system • Shadowing • Live calls and/or Transactions Process training Level 2: 2-3 Weeks • Process-specific knowledge and skills • Systems and process skills Pre-process training • Bridging cultural gaps • Effective communication • Voice-accent neutralization • Industry overview • Overview of customer systems, etc Level 1: 2 days Welcome program-WSWP • Introduction to Wipro Spectramind • Vision, culture, mission • Wipro Spectramind values and functions • Quality awareness Wipro confidential

19. Amenities offered to employees Career/personal growth Quality of work life • Bridge training for pre hires - • State - of - the - art facilities • Spectramind talent engagement program • 24 hour cafeteria • Pick - up and drop facility • Six Sigma and Pragati • R&R • In campus ATM facility • Wipro Spectramind leadership development program • Concierge desk • Help desks – travel, tax & • Outbound trainings investment, technology • Employee satisfaction Surveys • Online HR help • Recreation facilities Health Family/ society • Dr. Max Onsite • Birthday leave • Mediclaim • Paternity/maternity leave • Group personal accident • Leave travel assistance insurance • Examination leave • Compensatory time off Wealth • MediClaim for self and • Employee stock option plan dependants • Attendance incentive • Process – based pay • Productivity linked incentives • Performance pay • Reward and recognition Wipro confidential

20. Secure availability Risk mitigation & Information security • Process security • Comprehensive risk assessment during new service introduction in IT • External, internal and customer audits to provide security assurance • Information Security Policy guidelines & Policies for Organizational Security, Email & Internet, Back office functions etc • Network security • Secure dedicated channel between Wipro and client • Offshore centers insulated from internet and other networks • Multi-layered virus/worm/spam protection for the ODC network • Separate isolated VLAN based network for ODC • Top management focus • Security forum (CIO, CFO, CQO) report to chairman. • BS 7799 framework comprehensively addresses physical security, information security and BCP • Physical security • Offshore centers are physically and logically insulated • Offshore centers are declared ‘restricted access’ • Liaison with external agencies to collect threat information • Layered access control system • Employee security • All security procedures explained during employee induction • All employees sign confidentiality agreement at the time of joining "We have been very pleased with Wipro's performance and attention to security and privacy" Chris Larsen, Chief Executive Officer, E-LOAN Inc Wipro confidential

21. Thank you for your time Our promise With utmost respect to Human Values, we promise to serve our customers with Integrity, through Innovative, Value for Money solutions, by Applying Thought, day after day Information contained and transmitted by this presentation is proprietary to Wipro Limited and is intended for use only by the individual or entity to which it is addressed, and contains information that is privileged, confidential or exempt from disclosure under applicable law. Wipro confidential