BTOES Insights Official
March 11, 2019

2019 AWARD FINALIST SPOTLIGHT: Cognizant Technology Solutions - Finalist in the Operational Excellence to deliver an outstanding Value Creation or Innovation Execution Project Category


Read this article about Cognizant Technology Solutions, one of our finalists, in the category Best Achievement in Operational Excellence to deliver an outstanding Value Creation or Innovation Execution Project, selected by the independent judging panel, for the 2019 Business Transformation & Operational Excellence Industry Awards program. Click here to read articles on other finalists.


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Digital Operations @ Technology Vertical – Customer Value Creation through Process One Framework

Cognizant ProcessONE® is a single, end-to-end, integrated business process modernization framework that helps clients to focus on vital business outcomes by supplementing deep domain & process expertise with technology solutions, robust risk controls and people focused management.


1.Process Blueprint – Provide a granular blueprint to describe a Process – Business Outcomes, Process Taxonomy, Metrics, Benchmarks & Insights

2.Diagnostics & Solutions – Analyze clients process maturity using the VSM framework & develop prioritized solutions. E2E view of business outcome

3.Implementation Roadmap – Presents a tailored and right implementation roadmap suited to organizational customer needs and change management appetite. Enhance customer experience

4.Continuous Refinement Framework – Consolidate learnings from external collaboration, Ops consulting projects, Operations into a common knowledge framework. Build platform based solution and synergies


Putting the customer first, there are four levers of Process One Framework


Zero Surprise Operations - Defined the processes from Level 1 standpoint by enhancing the Operational DNA on the ground. Leveraged empirical methods like Workforce Management, Bottom Quartile Management, Inter-agent deviation and RCA led deep dives to improve associate effectiveness. Used Visual Factory to enable competitive spirit amongst the teams to create & deliver higher value to the process. Helped in reducing client escalations by ~ 90%.


PROCESS EXCELLENCE – Conducted value stream workouts to identify kaizen opportunities and reduce rework at various work stages. This also helped us identify automation and mistake proofing opportunities across process lifecycle. Helped us improve first pass yield by 40%.


Intelligent Automation – Created Stack of 20+ digital assets (Fig 3.0) to enhance associate efficiency and effectiveness, reduce cost of delivery and mitigate associated delivery and brand risks.


PROCESS RE-IMAGINE - Re-imagined the defined process and recreated by aligning the sub processes to deliver enhanced value. Leveraged synergies between sub processes and the Technology landscape. Improved auto-moderation through machine learning.


Outcomes Achieved through Process One Framework

  • Productivity – 720 + FTE saved
  • Business Impact – USD 55mn
  • Reduction in Cost of Delivery – 20%
  • Defect Reduction – Over 30%
  • New Business Rules – 250+
  • New Digital Assets – 35+


About the Awards

The Business Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs. Click here to view the Press Release.

The winners for all categories and for The Platinum Awards will be announced at The Business Transformation & Operational Excellence Summit & Industry Awards on Wednesday March 20th, 2019, from 6.30pm, in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando Resort®. 

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Operational Excellence programs to deliver outstanding business results.

The 2019 Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit on March 20, 2019 in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando™



The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry (BTOES19). March 18-22, 2019, Loews Portofino Bay Hotel at Universal Orlando Resort®

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

It also hosts the Business Transformation & Operational Excellence Awardswhich showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs.

The summits hosts a number of private forums for C-Level & Global corporate-level leaders as well as business unit heads.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.


Quick Links



BTOES19 Awards


There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations though all day enhanced networking and interaction opportunities, including

  • All-day Refreshment & Themed Breaks

  • 1¼ Hour Hot Breakfast Networking Sessions

  • 1½ Hour Hot Plated Networking Lunches with Topic & Industry Sector focussed tables

  • 1½ Hour Roundtable Sessions by Topic & Industry Sector.

  • Keynote & Themes Panel Sessions

  • Hosted Welcome Receptions from 5.30pm

  • Expanded more lavish Awards Program

  • Newly launched Night Summit for attendees to meet after dinner

For more information or to discuss the summit in more detail please schedule a call below,

Click here to schedule a call. 

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