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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Cognizant Technology Solutions – Digital Operations – TOPS (Transformation of Processes for Success)

Cognizant deployed this one of a kind innovative solution for their US based Life and Annuities carrier operating primarily in the East Coast and Mid-West region. The company was established in 1938 and since then has grown through multiple mergers and acquisitions. This growth lead to disparate systems of engagement and systems of records adding to the product and market complexity. The underlying processes were fragmented and had inefficiencies due to complex rules and procedures with no view across the lifecycle of a transaction on the wait times, exceptions and hand-offs.

Cognizant Digital Operations manages majority of the business processes of this customer with a lot of activities requiring manual input and the expectation from Cognizant is to help meet their strategic goals by near shoring and off shoring multifunctional workflow dealing with new business, post issuance and Agent/vendor management.

We faced challenges in managing the business processes due to the presence of 3rd party applications that were available for a specific duration in a day, not accessible round the clock. These are multiple

legacy systems and require multiple views/entries across different screens to assimilate and process in the desired system & format. This required heavy lifting utilizing manual intensive effort.

Cognizant has helped this customer build and deploy a solution that is an optimal combination of IPA, IT system enhancements and minimalized manual effort that provides a unified platform for seamless transaction processing to overcome the challenge. It took CTS ~17000 man-hours in building TOPS activities pertaining to creating BRD’s, UAT Support, Ramp up & giving Demo’s to the business including the Exec Demo. All this has been done with no impact on the SLA’s.

Architecture Principles:
Leveraging of MacCentral architecture pattern & tech stack along with BOTs for M/F communications
Decoupled architecture for M/F communication, persistency and communication between BOT and UI
Three Design Patterns with new dynamic UI in each pattern
Data (CRUD) in Temp DB and MF systems update through BOT
Data retrieval from NBODS, Update in temp DB and MF system update through BOT
Data retrieval / update from/ to MF System through BO, temporary storage in temp DB

Key Features:

Mitigate the direct dependency on the 3rd part systems
Drive enhanced client value by reducing the handoffs and improving first time right output
Deploy a tool that eases the workflow
Ease of tracking the end to end transactions and generating reports

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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 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™

BTOES.com

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 Awards, which 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

Speakers

Agenda

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