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March 06, 2020

Cognizant's 2020 AWARD FINALIST CASE STUDY : Best Achievement in Cultural Transformation & Sustainability to deliver a high performing Enterprise Excellence culture

Read this article about Cognizant - Best Achievement in Cultural Transformation & Sustainability to deliver a high performing Enterprise Excellence culture, selected by the independent judging panel, for the 2020 Business Transformation & Operational Excellence Industry Awards program.

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Workforce management (WFM) framework was designed for promoting transparency, scalability and sustainability and we followed a process-oriented approach to elicit the desired employee behaviors and aligned our initiative to the core values of our organization.

We started our initiative towards the end of 2017 as part of designing the 2018 levers for cost of delivery reduction for CDO. This lever positioned employees, our key assets at the heart of our solution, while ensuring we do not compromise on operations management principles / SLAs and client experience. The program designed for back office operations is pivotal to the 'Be Digital' story as part of Digital First Strategy to drive associate productivity and provide transparency around operational metrics like productivity, utilization and efficiency to drive positive improvement in the delivery management thus leading to better client service, engaged workforce and improved margins. Our approach was to start small with a few Cognizant Digital Operations accounts & after noting improved engagement scores and increased productivity in those pilot areas, we began scaling our initiative and aligned our horizontal capabilities into Performance Culture, Intelligent Operations and Employee Focus.

While high-level approach was determined, the key success factor was to collaborate with vendors and identify the solution/tool that could nail down the project methodology and timelines. The solution identified covered software, services and transformation, which helps operational deployment of workforce in the most efficient manner and helps in quantifying their efforts, which constitute 60%-70% of our delivery cost.

Our activities  centered around the elimination of time spent under unwanted non-core activities and utilizing

that time for skill development, optimizing resource deployment and use of their skills , balancing work and time across diverse business operations and real time utilization basis work arrival patterns, reducing inter/intra agent variation and identifying training and coaching opportunities  .

The above capabilities have helped Cognizant Digital Operations realize more than USD 17.89 MN in year gross annualized savings. In addition, we have contributed ~$28MN worth of dollars saving for cognizant and its customers by improving their employees Time on system and Productivity.

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Our team in collaboration with PEX and Ops Leads have started utilizing the Six Sigma DMAIC framework to translate “Agent Productivity” into improvement requirements. Subsequently, the root cause became clear: excess variability, bottom performers resulting from lack of engagement and coaching and training opportunities and we have identified 15 projects based on the inter/intra agent variation and quadrant analysis.

The initiative provides leaders with real time insights on employee performance which constitutes 60%-70% of our delivery cost. It also created a huge impact on the Change management front by blending employee perspective and Organisational Objective.

We deployed WFM solutions for 34523 FTEs ITD against a program target of 29408 FTEs. WFM as a lever has contributed to annualized ITD saves of $28.61 million and in terms of FTE the count is 1862 FTEs against an original target of 1542 FTEs.

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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 will be announced at the Awards Ceremony at The Business Transformation & Operational Excellence World Awards (BTOES) on Wednesday, March 25th, 2020, 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 Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit, BTOES 2020 in the beautiful Venetian Ballroom on March 25, 2020 at the Loews Portofino Bay Hotel at Universal Orlando™️. Click to access the agenda, view the current speakers, and watch the highlights video from last year.

 

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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

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.

 

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Speakers

Agenda

BTOES 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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