Brochure business process_management_june_2010
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Transcript of Brochure business process_management_june_2010
About Tech MahindraTech Mahindra is a global systems integrator and business transformation consulting firm focused on the communications industry. Tech Mahindra helps companies innovate and transform by leveraging its unique insights, differentiated services and flexible partnering models. This has helped customers reduce operating costs, generate new revenue streams and gain competitive advantage.
For over two decades, Tech Mahindra has been the chosen transformation partner for wireline, wireless and broadband operators around the world. Tech Mahindra's capabilities span across Business Support Systems (BSS), Operations Support Systems (OSS), Network Design & Engineering, Next Generation Networks, Mobility, Security Consulting, Testing, and other areas.
Tech Mahindra's solutions portfolio includes Consulting, Application Development & Management, Network Services, Solution Integration, Product Engineering, Managed Services, Remote Infrastructure Management and BPO. Over 33,500 professionals service clients across the telecom eco-system, from a global network of development centers and sales offices across Americas, Europe, Middle-east, Africa and Asia-Pacific. With annual revenues in excess of US$ 976 million, Tech Mahindra is the largest telecom-focused solutions provider and 5th largest software exporter from India.
For more information on Tech Mahindra’s BPM services, please contact:Upendra [email protected]
Copyright © 2010 Tech Mahindra : All rights reserved.
www.techmahindra.com
Improve Business Agility With Tech Mahindra BPM Services
India
Australia
Europe
Africa
Americas
Singapore
Middle-East
The BPM Team supports every stage of a business process improvement initiative - from helping enterprises to achieving business-critical objectives like reducing costs through improving productivity, increasing compliance, enhancing agility, and reducing risk.
Business Process Management Methodology :
By taking a focused process-oriented approach and leveraging industry and domain expertise, Tech Mahindra BPM team has enabled several organizations to optimize their business processes. With the aim of achieving business process excellence, an organizational structure is created to ensure optimal support for both process management and BPM governance.
Tech Mahindra BPM clients have significantly reduced their process costs and throughput times, thereby boosting efficiency which has further helped them to achieve business process excellence:
Firstly, by optimizing cost structures and streamlining operations
Secondly by reducing redundancies and consolidation
Thirdly, by creating a flexible environment which is more resilient to change
Finally by implementing relevant business frameworks that leads to enhanced revenue performance, customer retention and satisfaction
Key Transformation Drivers
Today's economy is rife with extreme business-cycle volatility. Businesses across the world are under increasing pressure from cut-throat competition, an ever-changing business environment and more demanding customers. The business change is taking place with phenomenal rapidity leaving businesses to face an array of business change forces. Technological, Legislative and Regulatory changes along with innovation in services and products is accelerating, forcing organizations to become more agile and flexible. These pressure points have triggered a growing interest in analyzing how businesses can operate more flexibly and effectively. With the rise of the process - centric enterprises, it is apparent now that the design and management of business processes, the skills of the process owners, and the IT infrastructure bolstering them are becoming a very critical determinant of the overall business performance.
Gartner Research defines Agility as “the ability of an organization to sense environmental change and to respond efficiently and effectively to that change. In practice, agility is about rapid access to information (both internal and external to the organization) that drives real-time actions.” Tech Mahindra BPM Services deliver the promise of achieving corporate agility by enabling organizations to respond nimbly to changing business needs.
Tech Mahindra BPM Practice has been a pioneer in delivering consulting services focused on business process excellence to enterprises that consider processes to be fundamental business assets. Having a specialized pool of BPM consultants who apply deep technological expertise and contemporary approaches along with proven fact-finding methods has helped Tech Mahindra provide adequate focus on the business specific challenges and thus have helped several organizations to bridge the chasms between Process Initiatives, Business Analysis and IT.
Our Services Include:
Portfolio & Product Rationalisation
People Intensity Optimisation
Site Consolidation
Back Office Operations
Global Sourcing
Customer Experience Enhancement
Process Analytics
Lean Sigma Consulting
Process Reengineering
Greenfield Services Launch
User Adoption Initiatives
Benefits Management
Change Management
Order Readiness and User Acceptance Testing
Process Harmonisation and Standardisation
Key Service Offerings:·
Simulation Services
Operations Improvement Initiatives (Contact Centre & Sales Productivity)
Service Design & Delivery Transformation
Capacity Management (Analysis, Planning, Forecasting)
Demand Management
Contract Transformation
Revenue Management
Fraud Management
Process Led Transformation
Process Reengineering
Process Design and Benchmarking with respect to Standards Including eTOM & ITIL
End to End Process & Solution Design Impact Analysis
End to End Operational Performance Evaluation
Analytics and BI Consulting
Balanced Scorecard & Performance Management Consulting
Market Research Analytics
Web Analytics (including selection of tools)
Search Engine Optimisation Consulting
PRIDE (PRocess Interactive Depiction)
Agile Business Processes - The Arteries Of An Organization BPM - The Tech Mahindra Way
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Tech Mahindra BPM solutions have been successful in providing quantifiable benefits to various service providers across the globe, both in terms of process improvements and benefits to the organisation's top-line / bottom-line.
Assured opex and capex cost reduction
Rich repository of C2M (Concept to Market), L2C (Lead to Cash), T2R (Trouble to Resolve) processes that provide best practices
Quick launch pad for green field operators
2000+ person years of experience in retail & wholesale telecom operations
450+ BPM professional/Consultants
Launch of new telecom products and services
Value Proposition
Business Benefits
Management VisibilityInto Business Performance
Improved Service Delivery Integration ofDisparate Systems
Flexibility & Quick Introduction of Services
Innovation CapabilitiesGreater Transparency
in Processes & Operations
Lower IT & Operational Costs
KPI Visibility at End-to-End Process Level
Reduction In Manual Processes
Transaction Handling Of End-to-End Processes
Exception Handling Capacity
Product & Service Bundling Capabilities
CLIENT
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The Tech Mahindra Advantage
Ability to combine diverse business divisions within Tech Mahindra viz. VAS, BPO, IT, MS, Network technology and Security services
Experience in strategizing and executing multibillion transformation programs
Leaders in enhancing customer and end user experience
Expertise in concept to market of cutting edge telecom services
Right combination of the industry's top people and solutions to help you meet your business objectives
Coordinated 50+ product launches
Handled 3000+ in-life queries till date
Developed 2500+ level E & F Procedure models in ARIS
Developed 1000+ level C & D Process models in ARIS
Revenue assurance and fraud management (RAVE Methodology)
Over 200 Consultants with six-sigma black belts and green belts
Top 10 Global Outsourcing Companies in the World (IAOP Global Outsourcing 100, 2009)
Ranked 1st in Telecom Software Category from India, V&D 100
(Voice & Data 2009)
5th Largest IT Company in India, NASSCOM 2009 Surveyt
Ranked 11th Largest TOMS vendor by “Market Share:
Telecoms Operations Management Systems – Worldwide, 2006-2008” -
May 2009
Award for Brand Leadership(IT Sector)
Excellence Award for Marketing in IT, 2007 IT
People Awards for Excellence in IT.
Category “Best Billing Solution”
Innovation in Recruitment,2007 – 08
Vertical Growth Leadership in Telecom (Asia ICT Awards 2007)
MSC MalaysiaStatus granted by
Mdec Malaysia (2007)
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Background
As part of rationalization strategy for the product portfolio, the customer was considering launching a 21C point-to-point Ethernet product between two sites.
Business Problem
The strategic stack was unstable and under development
Going legacy all the way was not an optimal solution as T2R was already on strategic stack
Hence it required a fusion solution which could leverage the capabilities of both legacy as well as the strategic OSS and deliver a quick and stable product “Go Live”
Process Solution
A tactical process was proposed to mitigate the need for costly and potentially redundant interfaces between the workflow management tool (RIPPLE) and the downstream systems
A simple process was put in place for Inventory MIS which was to be used for Data Analysis. This put an end to the need for any short term systemic solution
Business Benefits
Reduced CT for C2M
The approach was cost-effective since it involved minimal development
Product was launched on schedule
Service Delivery was stable and met the CE requirements
Background
EAD was a very critical product launch for Openreach as it is slated to be a 21C substitute for some of the major 20C products such as WES,BES,WEES
Business Problem
The timely launch of EAD was further necessitated by the fact that it’s predecessor 20C products were soon to be rendered unsupportable as some of the network elements in the latter product were to be discontinued by their suppliers
EAD also posed some novel challenges to Openreach. Prior to EAD, Openreach had never handled active electronics which was hitherto a BT Operate territory
WES,BES, WEES are high volume – high value mission critical enterprise products and hence a BAU lead time to the tune of ~57 days for EAD which the successor product was untenable to business
Process Solution
A legacy L2C solution was put in place to ensure timely launch
The T2R solution was on strategic stack
Hence there was a need for a solution which could connect the asset information from L2C on legacy to fault reports on strategic.
Hence a simple process was proposed to port the aforementioned information from legacy to tactical
Further it was proposed to use the RLT template to cut down the lead time to the tune of ~30 days
Business Benefits
Reduced CT for C2M
Reduced lead time
EAD (Ethernet Access Direct)
NBS: Network Backhaul Service
YTL Corporation Berhad is one of the largest companies listed on the Bursa Malaysia with a combined Market Capitalization of about RM 32.6 billion. The communications arm of YTL Corporation was a WiMAX 2.3 GHz wireless broadband spectrum holder, which was awarded by the Malaysian Communications and Multimedia Commission (MCMC) to roll out a nationwide WiMAX network in Peninsular Malaysia.
The company is currently planning to provide nationwide WiMAX-based services through the three super-pops located at Kuala Lumpur, Penang and Johor and the 8 state-pops located at multiple cities. Tech Mahindra together with Cisco was engaged for Solution Integration of BSS/ OSS implementation.
The Solution covered:
YTL Communications Program Brief
Business Process Management
BSS/ OSS Delivery
Managed Services
To define a governing Process Architecture for YTL WiMAX service
To showcase Best Practices of Telecom Processes for a Greenfield Telecom operator covering domains like Fulfillment, Assurance, Billing etc.
To define & prioritize YTLC requirements for System Implementation (BSS/OSS)
To Design & Deliver the solution (BSS/OSS) catering to Customers Requirement.
Operate and Manage the YTL Operations while Developing SOPPs for E2E Operations.
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John Chandler Chief Architect - BT Wholesale Service Design
Appreciated BTO TSR process design team work in following words:-
Thanks for the hard work you have put in on the Openreach Crs. We have handled a complex and challenging task very professionally. I am pleased with your efforts.
BTW TSR Team received 5/5 CSAT in 2 consecutive cycle.
Scott Hill
Design Project Manger
Flexible to constantly changing scope & Priorities as always.
Thank you.
Sue Gill appreciated the WBC/HE Reports & CE Measures team efforts:
Any requests to the BT Design team who produce the tactical reports are always dealt with promptly and efficiently. The reports area accurate and often surpass the expectations. Thanks very much for all your support.
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