SUBMITED BY:

Khushboo Kumari A-19

Batch 2015-17

Knowledge Management Process followed in

WNS

About the Company WNS is a global Business Process Management (BPM) leader. It delivers an entire spectrum of BPM services in customer interaction services, finance and accounting, human resource, research and analytics, technology solutions and industry-specific processes.

They offer business value to 200+ clients around the world by combining operational excellence with deep domain expertise in key industry verticals, including :

Banking Healthcare Retail Consulting Etc.

Standard Industrial Process followed In WNS

They have adapted a customised version of Lean tool and ISO to streamline their working and improve their efficiency.

DEPARTMENT : OperationsSUB-TEAM : Commercial analytics

and forecasting

The core idea is to maximize customer value while minimizing waste. Simply, lean means creating more value for customers

with fewer resources

WNS as a service provider could not incorporate the whole process in its original form, so to make it more effective they have defined

the purpose and scope of the tool which are relevant to their team.

Customised version of Lean tool

Customisation to Lean was done firstly, to reduce the clutter and have a defined structures approach towards file handling

Secondly, they restricted the scope of the process only towards the folder structure and the workstations of the individual not to the whole organisation as different teams in WNS have different requirements.

Benefits of Customised Lean to WNS

Following a regular standard folder structure have reduced time to search for a file related to a projectEncouraging people not to keep multiple versions of files and keep only relevant files, has reduced the

inventory of the files and eliminated confusion Instead of keeping files in personal computer, files are

being kept in a common share so that anyone (only authorised) can access these files

It has reduced the server space utilisation by the team.

Reduced the dependency on the people and they have moved from people driven to a process driven

team.Several visual displays have been used in the team which has helped them to gauge the situation of the

team without even contacting the teamPutting label on the people workstations for the

appropriate objects to be kept has helped them to remove the cutter from the workstation

By doing regular audits of the process has helped them to sustain the whole process for a longer time

and employ sensitive to the process.

Benefits of Customised Lean to WNS

Quality and Operational efficiency of Lean is ensured by :

Apart from doing regular audits by the team itself they also have hired external agencies to keep a tap on the process which suggest to them any changes the process required from time to time

Benefits of ISO to WNS

In ISO they do quality check of each report which is being delivered to the client and they also maintain a log to enter the list of errors reported

during the quality check.

After quality check root cause analysis (RCA) is being done to identify the reason of the error and try to eliminate such errors in future reports.