Cognizant's 2021 AWARD FINALIST CASE STUDY: Best Achievement in a Process Mining program

Read this article about Cognizant Technology Solutions India, Finalist in the Best Achievement in a Process Mining program, selected by the independent judging panel, for the 2021 Digital Transformation & Operational Excellence Industry Awards program.

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Process Mining Program @ DBO

Introduction: With the ever-evolving industry landscape, it’s imperative for Cognizant Digital Business Operations (DBO) to offer unique and unmatched value proposition to our clients. In general, DBO has client retention rate of over 90%, which implies that most of the preliminary opportunities are already identified and actioned upon. At this stage, clients are looking up to us to discover design gaps, end-user friction points and other deep process insights. Process Mining is one large scale transformative initiative across DBO which will enable us to meet evolving client needs, its scope penetrating across each of the Business Units(BU) within DBO.

Onboarding: Process Mining framework and support eco system for DBO was built from the very scratch - Right from vendor onboarding to competence building to governance model has been developed organically. Multi-phase initiative running over quarters for deep penetration across industries. Diligent effort during the long pre-work stage has paved way for robust foundation and deployment agility during phase 1 & 2 (Q4’20 – Q3’21). As a multistage transformation lever, this initiative will continue its journey beyond phase 2.

Account prioritization: This has been carried out based on well thought out Prioritization approach. Engagement priority based on commercial construct (BPaaS, Managed services etc). Further, service line selection based on scale of operation and ROI considerations. Account selection and prioritization is followed by rigorous governance routine with DBO Technology leaders, Transformation leaders and BU heads. Also, ongoing cadence with Process Mining vendors for issue resolution and FastTrack deployment.

Key outcomes of this initiative:
• Transformation at scale - 7 BUs, 54 accounts, multiple service lines across DBO
• Value accretion - $25.9 M client benefit, $5 M Cognizant value and counting…
• Strengthened go-to-market proposition - Differentiated offerings
• Cross sell and customer mining

Replication & Reuse of Solutions: This deployment has enabled us with significant organizational learning which is scalable and have provided digital assets (Standard KPI’s across Industries, Data variable library, Data connectors, GPD, Analysis Dashboard) which are fungible. These learnings are being leveraged across recent deployments in Healthcare, BFS and Insurance BUs. Deployment timeline reduction by 30% - 40% thereby improving the overall ROI significantly.

Being early adopters and with a strong foundation laid within one year of the initiative, the Cognizant DBO Center of Excellence team is focused on deep-rooting process mining into the culture of process discovery, enabling large scare transformations for its clients. In addition, the intent is to expand the scope beyond DBO to other horizontal functions like Application Value Management, Application Development, and Infrastructure Management, etc.

Digital Transformation & Operational Excellence Industry Awards 2021

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About the Awards

The Digital Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding achievements through the application of Business Transformation, Digital Transformation, Operational Excellence & Innovation Excellence programs. Click here to view the Press Release.

The winners will be announced at the Awards Ceremony at The Digital Transformation & Operational Excellence World Awards (DTOES) on Wednesday, December 15th, 2021, from 6:30 PM at Renaissance Orlando at SeaWorld®.

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Business Transformation, Digital Transformation, Operational Excellence & Innovation Excellence programs to deliver outstanding business results.

The Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit, BTOES 2021 on December 15, 2021, at the Renaissance Orlando at SeaWorld®. Click to access the agenda, view the current speakers, and watch the highlights video from last year.

Speakers

Agenda

Highlight Video

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

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

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

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 through all day enhanced networking and interaction opportunities, including

For more information please email info@proqis.com