Wipro delivers IT Services, Business and Technology Consulting, IT Outsourcing and System Integration services & solutions on a global scale.

 

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.

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

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.