BTOES Insights Official
November 24, 2016

CASE STUDY: Operational Excellence Project Award Winner WNS

WNS is a global provider of Business Process Management and Outsourcing solutions for 200+ companies worldwide across a wide spectrum of industries.

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1. Synopsis of the Green Lean Sigma (GLS) Project

About WNS

WNS Global Services is a recognized leader in business process outsourcing (BPO). Established in 1996 as a fully owned subsidiary of British Airways, WNS is now a publicly listed company on NYSE. WNS is passionate about building a market leading company valued by clients, employees, business partners, investors and communities. We deliver value to our clients by bringing operational excellence and deep industry and functional knowledge to their critical business processes. We serve several industries viz travel, insurance, financial services, healthcare, professional services, manufacturing, distribution and retail. WNS has international presence with over 21000 employees and 20 sites spread across 6 countries India, Srilanka, Romania, Philippines, UK & USA. WNS was the winner of the “Global Six Sigma Award- Best Outsourcing Company” in 2007.

Introducing GLS – The WNS Green Project

Improving the quality of the environment is now a business imperative for the world’s leading companies. The impact of carbon emissions and environmental issues will affect how companies operate in the future. WNS recognizes this fact and is committed to becoming a carbon neutral company. WNS believes that the right knowledge for environment protection and preservation is extremely vital for sustaining the drive to save our environment. GLS is an organization wide project aimed at making WNS a Carbon Neutral Company through the effective implementation of Six Sigma, Lean & EMS ISO 14001. It is driven as per the DMAIC methodology to achieve Carbon Neutral status.

2. The strategic objectives and scope of the business excellence project

Leadership Vision & Team’s Passion

WNS’s unrelenting commitment to environmental sustainability issues is well articulated by Neeraj Bhargava, Group CEO, WNS Global Services - “We understand that improving the environment is now a business imperative for leading companies across the world. Carbon emission and environmental issues are going to effect how companies are going to operate in the future”. The carbon neutral roadmap and the GLS project management plan is designed in keeping with the organization’s green vision of being a carbon neutral company.


The ‘Green Lean Sigma’ (GLS) leverages Six Sigma, LEAN and ISO methodologies to:

• Redesign processes to make them more energy efficient

• Sensitize employees about the impact on the environment and

• Tangibly contribute to being environmentally friendly

• Stringent audit mechanism to sustain long term implementation


As a part of the project WNS have identified projects/initiatives for environmental improvement in the following areas viz Energy Conservation, Zero Waste, Paper Savings, Water Savings, Clean Land, Clean Air, Employee awareness, Green Corporate Social Responsibility and more. across all its global delivery centres. Apart from carbon reduction and carbon offset projects the climate change journey at WNS focuses on employee awareness and sensitization through periodic communication, formation of Teams for Environmental Sustainability (Green Teams), and through employee sustainability initiatives. The Six Sigma DMAIC methodology followed for carbon neutrality is enumerated below:


3. The Business Excellence Project Implementation and Timeline (Click to Continue Reading)


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