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NetSol Technologies Limited Change Management Project
NetSol Technologies Limited Change Management Project
Introduction
This project is made to understand, experience and to get the practical knowledge that how
the Change is important on each and every step of any organization. This project includes
introduction of NetSol Technologies Limited, Change pursued by the NetSol Technologies in
Security Standards demanded by local and especially foreign customers. We mainly focus
change implemented by NetSol in its security standards. Our basic objective in this particular
assignment is to know how NetSol implemented the change. We visited the head office of
NetSol Technologies Limited Software Technology Park, NetSol Avenue Main Ghazi Road,
Lahore Cantt, Pakistan and we gathered information from Mr. Imran Zaheer (Associate
Software Architect) & Mr. Sajjad Hussain Kirmani (Executive Director) regarding the
Change adopted by NetSol Technologies in their Security Standards.
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Preface
First of all thanks to almighty Allah who gave us the strength, courage and sense to acquire
knowledge, wisdom to differentiate and without his mercy and help we would not have been
gone through this report.
We really appreciate the support and guidance that our teacher Prof. Sohail Saleem provided
us during the completion of this report.
We would like to thank all the participants and respondents in the study that helped us
completing our report and those who allowed us to undertake the change pursued by NetSol
Technologies Limited.
We also acknowledge our families who supported and helped us when we were engaged in
this project.
In the end we wish to express sincere acknowledgement of the many contributions who are
thinking from many sources and we take responsibility for any remaining deficiencies and
omissions.
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Introduction to NetSol
Technologies Limited
NetSol Technologies, Inc. (NASDAQ CM: NTWK) (NASDAQ DUBAI: NTWK) is a
worldwide provider of global business services and enterprise application solutions. Since its
inception in 1995, NetSol has used its BestShoring practices and highly experienced
resources in analysis, development, quality assurance, and implementation to deliver high-
quality, cost-effective solutions.
Specialized by industry, these product and services offerings include credit and finance
portfolio management systems, hospital/healthcare information management systems
(HIMS), SAP consulting and services, custom development, systems integration, and
technical services for the global Financial, Healthcare, Insurance, Energy, and Technology
markets. NetSol's commitment to quality is demonstrated by its achievement of the ISO 9001,
ISO 27001, and SEI (Software Engineering Institute) CMMI (Capability Maturity Model)
Maturity Level 5 assessments, a distinction shared by fewer than 100 companies worldwide.
NetSol Technologies' clients include Fortune 500 manufacturers, global automakers, financial
institutions, utilities, technology providers, and government agencies. Headquartered in
Emeryville, California, NetSol Technologies has operations and offices in Adelaide, Dubai,
Beijing, Bangkok, Lahore, London, and Los Angeles.
Sole Mission at NetSol Technologies is to use their top-down dedication to the highest
ethical principles and quality standards, their worldwide domain and subject matter expertise,
their incomparable BestShoring methodology, and their proven track record to give you a
truly cost-effective solution that not only meets, but surpasses your needs.
Board of Directors
Salim U. Ghauri Chief Executive & Chairman
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Company Secretary
Boo-Ali Siddiqui
Audit Committee
Najeeb U. Ghauri Chairman
Irfan Mustafa
Auditors
Kabani Saeed Kamran Patel & Co.
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Chartered Accountants
Legal Advisor
Corporate Law Associates
Bankers
Askari Bank Limited
JS Bank Limited
Share Registrar
Vision Consulting Ltd
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Fax: +92-42-6374839
Registered Office
NetSol Technologies Limited
Web Presence
www.netsolpk.com
info@netsolpk.com
NetSol Technologies
History
NetSol Technologies was founded in 1995 as a global provider of software and business
services solutions. They are proud to have achieved the ISO 9001, ISO 27001, and CMMI
Maturity Level 5 assessments, a distinction shared by fewer than 100 companies worldwide.
Their premium suite of asset-based leasing software, LeaseSoft (now part of the NetSol
Financial Suite) recently won APICTA's "Best Financial Industry Application" award for
2007. NetSol has also received the 2004-2005 "Best Software Exporter Award" from the
NCR National IT Excellence Awards.
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With the addition of the lease, loan, and asset enterprise solution software LeasePak (also
now part of the NetSol Financial Suite), NetSol gained LeasePak's 35+ years of proven
functionality for the Financial industry and significantly deepened its domain and subject
matter experience with LeasePak's expert staff.
In June 2008, NetSol Technologies became the first U.S. company to dual list on both the
Nasdaq Capital Market and Dubai International Financial (DIFX) exchanges (now Nasdaq
Dubai), supporting strategic mission to further expand their brand visibility and investor base
in the United Arab Emirates (UAE) and broader Middle East region.
Most recently, NetSol aquired its SAP Practices division, adding a robust line of SAP
products, consulting, training, and staff augmentation services to their offerings.
NetSol believe that within all their clients are the potential of achieving the very best
solutions now and in the future to promote their growth and excellence. Towards this end,
they dedicate themselves to employing their resources and expertise to create the state-of-the-
art framework today that will deliver on tomorrow's capabilities.
Vision Statement
Mr. Salim Ghauri, Chairman and CEO NetSol Technologies Ltd, commented, Our vision is
to become a leading digital security organization in Pakistan providing support in securing
the digital boundaries of Pakistan
Mission Statement
Deliver high quality, innovative and best-in-class IT solutions and services to help our
customers achieve their business objectives and operational efficiencies.
Values
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We care for our employees who are our most valuable asset. We offer our employees a
challenging and harmonious work environment where we encourage everyone to work to
their utmost potential.
We will always aim to develop long lasting relationship with our customers by delivering
value for their investments.
We will be diligent expending company resources. We'll use them to serve our clients better
and perform our roles more effectively.
While we grow in size and scale, we will continue to improve our quality of service delivery.
We will work tirelessly to grow in efficiency and productivity using best practices, innovation
and imagination.
As we are a global Company, we'll respect every other culture, religion and embrace the
change & the challenges that come with such diversity.
Behavior
While we grow in size and scale, we will continue to improve our quality of service delivery.
We'll grow quality initiatives with better Best Practices and more quality accreditations
We'll implement better tools for measuring quality both in production and Customer Services.
Quality is not a domain with the few chosen ones but is a responsibility of all.
We'll not pass the buck to the Quality People when we can see and address deficiencies
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Services Portfolio
Industries they serve:
Manufacturing
Health
Banking
Education
Information Technology
Insurance
E-Government
Defense
Technology Outsourcing
System Integration
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Education
Major Customer
Global:
UMF Singapore
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Innovation Group UK
Local:
USAID
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Punjab Assembly
Competitors
Neither a single company nor a small number of companies dominate the IT market in the
space in which netsol competes. A substantial number of companies offer services that
overlap and are competitive with those offered by NetSol. It has a huge number of
competitors in IT industry some of which are listed here:
Trg Pakistan.
Techlogix.
Systems Limited.
Tenhill Plc
SouthPac Australia.
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HCL (India)
InfoSys (India)
Partners
Oracle
Microsoft Gold Partner
IBM Business Partner
Sun Microsystems
HP DSPP Partner
Innovation Group
SAP
Business Objects
GE
Software Engineering Institute
Thales Raytheon Systems
IBM- Internet Security Systems
Kaspersky Lab
Shaukat Khanum Memorial Cancer Hospital
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SWOT Analysis
Helpful Harmful
To achieving the objective To achieving the objective
Strengths Weaknesses
of the organizationInternal Origin
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Previous processes that did not meet the security standards demanded by local and especially
foreign customers were needed to be changed with a secured process that does not hurt
privacy of information regarding customers corporate activities.
Secondly with the passage of time the cyber crimes have increased so in international market
people are very conscious about the secrecy and confidentiality of their data.
Main forces we assessed that stimulated the idea for change were as follow:
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Challenges:
Data secrecy, ensuring privacy of client, fool proof security at work place and adjusting new
employees in companys working environment were major challenges to the company.
Bottlenecks:
Companys processes previously were not in way to ensure the security of the information.
Due to lack of defined processes employees were not trained to meet security standards
described by ISO 27001.
This Information Security Management System conforms to the world class ISO 27001 and is
applicable in four major areas:
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Goal of Change
To make their system fool proof, and with minimum possible virus attacks.
To make all employees to be security conscious that even if they do not monitor the system it
remains secure with zero unauthorized attempts to secure data.
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Compatibility of change to
organizational culture
Introduction of the change is one of the most difficult activities in organizational culture;
people are always reluctant to change, especially when there is installation of cameras
identification devices at entry points, making restricted areas secure and locked.
So the most difficult thing was to change the behavior of people but employees are very
cooperative and hardworking.
The culture of organization is autocratic, tasks are assigned by the top management and the
employees have to work accordingly to complete the project before the deadlines.
When information security management system (ISMS) was introduced into the system then
employees have to perform task under some procedures, so it was according to the culture
because they were already working according to some defined procedures.
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They also focus not only on the professional growth of their human resources but also on
their working environment. This helps them to attract and retain the best professionals and
keep the company abreast of innovations in technology.
Involvement of vision
The vision of NetSol technologies is to be recognized by its customers, employees,
stakeholders, vendors, partners and competitors as the number one Software house and IT
enabled services provider in Pakistan. It is focusing on security of data (change) to remain
best choice for its customer.
Change plan
How was change planned?
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Complete planning process was done including SWOT analysis, framing reframing,
individual analysis, team session, development of action steps, collate action steps, and brain
storming.
Change manager first of all after identifying problem of insecurity of customer data, through
using SWOT analysis, in a briefing session with teams from different departments of
company described all details regarding following issues:
Individual teams from each department were formed and assigned a specific task to make
change effective within their department. Through above described communication strategies
message is delivered effectively. Their performances are checked through internal audit
conducted on quarterly basis and all issues causing hurdles in change implementations are
reported to higher authorities for timely actions.
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Communication System
Management has clear insight in the communication system. Communication network is
hierarchal so highly formal in nature. Information moves in both downward and upward
directions without bypassing any link in the network.
Following strategies are being followed to communicate a clear cut message throughout the
organization:
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NetSol Technologists internal audit and Process developing team conducts internal audit on
quarterly basis which never leaves anything hidden. Also annual audit is conducted by
Kabani Saeed Kamran Patel & Co on every first week of June.
Employees are very cooperative, hard working, young, energetic and supportive to change
and through team work in all departments anticipated to make change successful.
Management has distributed the responsibilities among different departments, and different
teams are made having representations from all departments in change management process.
Impact of change
Impact of this change has on the overall quality of services. Changed process has helped
management to better monitor either services are smooth and secure enough to make
customers satisfied or not. Impact of change on the cost and ROI (return on investment). As
quality of services has improved, the defect count has decreased, cost of quality has reduced
and they have now a very loyal customer. This trust of customer has increased ROI by almost
30%.
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