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Wipro Technologies, the Global Information Technology, Consulting and Outsourcing business of Wipro Limited (NYSE: WIT), has won the “Offshoring Project of the Year” award at the 2012 National Outsourcing Association (NOA) Awards. Now in its 9th year, the annual United Kingdom-based NOA Awards recognize best practices in outsourcing projects. Wipro has been recognized for its transformational service excellence initiatives at BT aimed at achieving BT’s service objectives of ‘Right First Time’ and ‘Reduced Cycle Time.’
Wipro’s award-winning engagement with BT involved the standardization and restructuring of processes using lean principles, to balance workloads and achieve higher closure rates for provisioning requests. Wipro automated task distribution and created a centralized talent pool to optimize resource utilization across geographies. The application of lean practices resulted in significant improvements in productivity, with a 12% increase in throughput, as well as operational cost savings.
David Dobson, Director - International Service Delivery, BT, said, “It is a great achievement for us. Our engagement with Wipro has helped us streamline processes with balanced workloads and higher task closure rates. Wipro has harmonized our regional teams into skill-based teams, which has helped us achieve higher productivity levels at reduced costs. We value our partnership with Wipro which continues to drive value for our business and end-customers.”
Anil Jain, Senior Vice President & Global Head, Communication and Media Business Unit, Wipro Technologies, said, “We feel honored to receive this prestigious award. We drew on our extensive lean expertise to analyze each functional area within BT’s operations and across the Task Closure process. Centralized skill-based task assignment ensured that support teams were capable of driving focused activities within their domains to achieve higher task closure rates. We’re glad to be BT’s partner in their journey to improve operational efficiency and boost end-user satisfaction.”
Martyn Hart, Chairman of the NOA, said, “During the last year, BT decided to outsource several transformation initiatives to Wipro, in order to achieve a service excellence platform that could deliver BT’s Service Objectives. One of these initiatives was to improve the Task Closure Rate using Lean principles which led to improved productivity and reduced costs. The judges felt Wipro provided an excellent example of applying best practice to outsourcing to achieve clear and demonstrable benefits, delivered in a way that will last into the future.”