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 DharmadhikaryUpendrak@techmahindra.com

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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