BTOES Insights Official
January 02, 2019

BTOES AWARDS CASE STUDY: Operational Excellence Award Winner Wipro

Wipro delivers IT Services, Business and Technology Consulting, IT Outsourcing and System Integration services & solutions on a global scale.
Screenshot 2016-11-13 20.11.36.png

Entry: Best Project in Customer Experience

About Wipro:

Wipro Technologies is the No.1 provider of integrated business, technology and process solutions on a global delivery platform. Wipro delivers unmatched business value to customers through a combination of process excellence, quality frameworks and service delivery innovation. Wipro is among the top 3 offshore BPO services provider in the world. Wipro manages some of the important business processes for its clients across the globe.

About the Client & Business process in scope.

Our client is one of the world’s leading providers of communications solutions and services operating in 170 countries. It delivers network services to corporate customers across the world. Wipro manages a major part of Order to Cash for the client’s Global MPLS products – high bandwidth B2B network services across more than 100 countries. Since May 2007, Wipro was contracted to provide Order Management services to the client such as Order Entry into order management systems, ordering CPE and physical access lines with client’s suppliers and overall Order Management. However Wipro does not exercise complete control over the Order Management cycle as major portions still depend on client as well as its 200 equipment and access suppliers across the world. Wipro realized that crux of Order Management is the ability to fulfill the orders in time as this has a direct bearing on the revenue/cash flow (and hence the bottom line) of any organization. The three key elements in Order to Cash cycle is on improving: · Revenue / Cash Flow. · Customer Experience – providing flexible, and predictable service / lead times · Fulfilling the order in a predictable cost base – Improving on Operational Efficiency by eliminating NVA and bottlenecks Customer experience is perceived through 4 key requirements that a telco (or any company) needs to deliver on. They are – a. Choice, b. Predictability, c. Flexibility, d. Cost.

Screenshot 2016-11-13 20.10.06.png

Business Challenges

  • Steady increase in backlog of orders to be delivered; reaching a staggering 22% by Jan 08. Traditionally these have been around 10%.
  • Increase in “Access+” days (cycle time) on delivery thereby impacting the billing and hence the Revenue flow

This had a direct impact on:

  • The Customer Experience with the Telecom Provider due to delays in delivery; which in turn impacted internal client projects
  • Loss of confidence among customers; thereby having an impact on the brand
Continue Reading: Access the Full Case Study Now

These exclusive Award-Winning Case Studies, representing the very best uses of Operational Excellence practise are taken from The Global Six Sigma Awards. The Awards took place in conjunction with the Global Lean Six Sigma and Business Improvement Summit, and quickly became the industry’s most prestigious program. The Business Transformation & Operational Excellence World Summit has since taken over the Awards - to learn more, and see if your organization is suitable to attend, please visit the official Business Transformation & Operational Excellence Awards website.

Download the most comprehensive OpEx Resport in the Industry

The Largest Leadership-Level Business Transformation & Operational Excellence Event

The Business Transformation & Operational Excellence Industry Awards

Welcome to BTOES Insights, the content portal for Business Transformation & Operational Excellence opinions, reports & news.
AWARD 2019-1
Copy of Copy of btoes19
Subscribe to Business Transformation & Operational Excellence Insights Now
Copy of Copy of btoes19 (1)

Featured Content

  • Best Achievement of Operational Excellence in Technology & Communications: IBM
  • Best Achievement of Operational Excellence in Oil & Gas, Power & Utilities: Black & Veatch
  • Best Achievement in Cultural Transformation to deliver a high performing Operational Excellence culture: NextEra Energy
Operational Excellence Frameworks and Learning Resources, Customer Experience, Digital Transformation and more introductions
  • Intelligent BPM Systems: Impact & Opportunity
  • Surviving_the_IT_Talent_deficit.png
  • Six Sigma's Best Kept Secret: Motorola & The Malcolm Baldrige Awards
  • The Value-Switch for Digitalization Initiatives: Business Process Management
  • Process of Process Management: Strategy Execution in a Digital World

Popular Tags

Operational Excellence Business Transformation Business Improvement Business Excellence Process Management Continuous Improvement Process Optimization process excellence Leadership Process Improvement Premium Execution Excellence Change Management Enterprise Excellence Lean Enterprise Lean Lean Six Sigma BTOES18 Organizational Excellence Culture Transformation Capability Excellence Changing & Improving Company Culture Healthcare and Medical Devices Digital Transformation New Technologies Execution & Sustaining OpEx Projects end-to-end Business Transformation Agile Leadership Understanding & Buy-In Lack of/Need for Resources Adapting to Business Trends Changing Customer Demands Culture Failure to Innovate Integrating CI Methodologies Lack of/Need for Skilled Workers Lack of/Need for Support from Employees Maintaining key Priorities Relationships Between Departments BTOES HEALTH BTOES Video Presentations Customer Experience Exclusive Technology Process Automation Strategy Execution Innovation Manufacturing Report BPM Lean Manufacturing Agility Systems Engineering Process Design Awards BTOES Presentation Slides Healthcare thought leaders Insurance Robotic Process Automation Data Analytics Banking and Capital Markets Professional Services White Paper BTOES19 Consumer Products & Retail Customer Experience Excellence Operational Excellence Model Project Management value creation Automotive and Transportation data management innovation execution Artificial Intelligence digital operations Interview Operational Excellence Example Digital business expansion revenue growth Data Frameworks Learning organization Primary Measure of succes Six Sigma Workplace Analytics transformation journey BTOES17 Business Growth Communication HealthcareTechnologies Human Centered Design Innovation in Healthcare Kaizen Lean Culture NPS Net Promoter Score Oil and Gas Pharmaceuticals & Life Sciences Pharmaceuticals and Life Sciences Telecommunications Text Mining business process automation eHealth investment banking text analytics Announcement BTOES18 Award Winners BTOES18 Awards Client Feedback Strategy Communications Denial Management Education Hoshin Planning Hospitality & Construction Infographic Integrated Decision Approach Integrated Decision Making Jidoka Learning Resource Oil & Gas Recruitment Supply Chain Management Team The FAST lane master virtual resource management