Read this article about Cognizant Technology Solutions India, Finalist in the Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence, selected by the independent judging panel, for the 2021 Digital Transformation & Operational Excellence Industry Awards program.
COVID Vaccine Turnaround Strategy
Business Challenges:
• With the onset of covid era, Client started to get involved in handling the regulatory submission of vaccine cases. The client requested cognizant Ops team to cater to these additional volumes due to vaccine cases which was a tall ask for Cognizant considering the Covid situation and the existing ways of working
• Client_PV has started receiving vaccine (COVID Vaccine) cases from May’21 which would scale up to 15,000 cases per month till Q4 2021
• It becomes crucial for us to maintain and deliver high productivity as failure to absorb the
additional volumes might lead to an approx. revenue loss of $300,000/month to cognizant as
well as an opportunity to partner with Client in delivering end value to the patient
• The productivity improvement for the COVID vaccine team will bring additional revenue and cost
reduction impacting the Customer Profitability
• As a result, high productivity along with the timely submission of case to the health authority
becomes imperative
Solution
• The strategy to ramp up the COVID Vaccine case processing team was to optimize and
streamline all the activities in the value chain for the ICSR process.
The focus areas of enhancements were as follows:
• Hiring/Onboarding – Increase the sourcing rate, shortlisting and selection ratios for swift onboarding of the team while also reducing the BGV rate.
• Training – Customized parallel training plan of 4 weeks which was 50% less than the usual training plan of 12 weeks.
• Quality – Scaling up the Quality review team with a 100% success rate on QC certifications along with meeting the Quality target of 98%. The quality checklist was enhanced and streamlined basis the changes in the process.
• Productivity – 48 % ramp up in the production during the volume peaks with the existing headcount by cross utilizing of the resources across workflows.
• Governance – An established governance o mange the COVID team ramp up via a Power BI enabled Digital Dashboard which provides view of the Hiring status, Training status and Daily productivity performance.
Benefits:
• Replicable and re-usable strategy across LS-PV Accounts
• Additional scope of work was absorbed by the existing workforce till the COVID team was ramping up
• Cognizant generated additional revenue of 566K and profitability of 322K – from July onwards and scaling further.
• 7 FTEs of overall productivity gains delivered which is baked into future capacity planning
• Sustainable partnership between Cognizant and Client to take up the challenge and deliver high value to build a long-term relationship.
Digital Transformation & Operational Excellence Industry Awards 2021
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.
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
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