Proposed Business Excellence Support To The Client

• Setting up Framework for Transformation journey • Robust process design to meet

Process Transformation
1 • Developing processes that deliver consistent performance& support exception handling the requirements of both internal &
Consulting (EPIC/CI) • Defining metrics that can efficiently measure the true performance external customers

• Corporate strategy and strategic planning

Strategy Consulting • Growth and innovation • Strategy Consulting Solutions for
2 (EPIC) • Organizational effectiveness Turbulent Times
• Functional strategy, including finance strategy, operations consulting

Process Improvement • Small automations to reduce NVAs

3 • Improve flexibility and responsiveness to market changes • Key to Competitive Advantage
(CI) • Improve business performance and the bottom line

Business level dashboard & • Determine the metrics to be monitored and reported at different levels
• Developing and implementing the data collection & reporting mechanism • Performance benchmarking and
4 Benchmarking • Developing reviews mechanism to understand the trend and directions fact & data based decision making
(CI) • Corrective & preventive actions to improve the business efficiency

• Identify the levers of increasing revenue and reducing the cost

Efficiency improvement & cost
5 • Drill down study in all the pockets of the business • Improved profitability and ROI
reduction (CI) • Drive initiatives to improve the profitability by reducing cost & improving revenue

• Enable more accurate employee scheduling in a dynamic service environment

Workflow Management Tools • Reduced manual intervention,
6 • Provide a safeguard against wage and hour lawsuits and union grievances
(WFM) • Reduce overall cost of managing the workforce through numerous efficiencies waiting time and NVAs

Cultivating Quality and CI • Setting up a process or function for Quality training & Certifications
• Continuous Improvements driven
7 Culture • Educating operation staff on Six Sigma & Lean and thus enabling them to be the change agents
• Setting up forum for Best Practice Sharing & thus bringing synergy in the system on the ground by operations
(CI)

1
 Proposed CI Support to Domestic Accounts
Initiatives
 Margin Expansion - Cost reduction &
Revenue enhancement
 Client facing, End customer impacting
initiatives
 Evaluating billing method and identifying
focus area
 Lean Six Sigma Training & Certifications
 Business Level Dashboard & Reporting
mechanism
 VSM activities and Visual Management on
the floor
 Best practice sharing from other accounts
 Mapping end to end of client’s business
chain
 Automation Opportunities
 Implementation of enterprise tools for
productivity improvement
List of the value levers:-
Standard play books on each of value levers have been developed to detail out the approach and the methodology. The linkage between gross profit
and these value levers is shown in next slide:
• Improve Incentives & Reduce Penalties:
• Revenue/Pricing Model Calibration
• Improve Production Time
• Improve Productive Time
• Reduce Average Handle Time (AHT)
Objective & Impact
• To identify & drive the cost reduction and revenue enhancement opportunities using various value
levers to increase the gross margin of the account. Refer value lever listed below:
• To drive improvement initiatives based on the pain areas of the client as well as the end
customers. This helps improve the overall C Sat.
• To study the current pricing model and identify the metrics to be monitored & controlled in order to
reduce potential revenue leakages
• To inculcate quality and continuous improvement culture in DNA of the delivery, enabling them to
identify & drive continue improvement initiatives
• To implement a mechanism for closely monitoring and reporting of key performance indicating
metrics to enable on time action and also enable proactive controls
• To implement effective visual management on the floor to motivate employees and channelize the
focus in the right direction. Also generate process improvement ideas from the floor
• To replicate the best practices and the successful initiatives from other accounts
• To study the client’s business processes and understand up stream and down stream value
chain in order to identify additional avenues of revenue
• To identify simple excel based automation opportunities to increase the productivity and reduce
the effort, time and cost
• To explore opportunities of implementing the tools like WPMS, Resolve Jeffy, Open Span, etc to
increase the productivity and reduce cost
• Reduction in Defect Rate • Improve SPAN Ratios
• Reduction in Rework • Training Optimization
• Reduce Overtime • Increasing Seat Utilization (SU)
• Reduce out of scope • Reduction of Support Work Effort
• Right Skilling and Work Segmentation • Attrition Reduction