The Client is Wipro; Wipro has multiple industry focused verticals, practice focused horizontals and client focused delivery and sales teams.WHITE PAPER

Business contextWipro established Wividus, its shared services arm in the year 2003, in order to support its growth rate of over 35% annually, and to service the multiple internal partners at lower cost and with higher service levels by centralizing and standardizing the various back office transactions which were spread across the globe.

The biggest challenge was in bringing about a cultural change in employees who were hitherto getting services locally to shift to a faceless centralized entity. This was effectively handled through email communications, presentations etc during the phase of setting up Wividus. The complete acceptance was achieved through visible and consistent improvements in service levels that Wividus could deliver.

Other challenges like process variations, different instances of applications etc were handled by synchronizing processes across business units wherever possible, consolidating SAP into a single instance, harmonized chart of accounts etc.

Wipro TechnologiesInnovat ive Solut ions, Qual i ty Leadership

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Wipro solutionCurrently Wividus manages 28 processes including accounts payable, T&E, benefit administration, HR administration, payroll, recruitment support etc for various business units of Wipro. During the past five years of its existence transactions handled at Wividus have grown to 1,495,000 transactions per annum.

Business benefits Wividus has been able to play the role of a catalyst to Wipro’s overall success by contribution on the following fronts namely:

Provide a scalable model Wividus has been able to meet the increase in transaction volume (Wipro adds about 2500 employees every quarter) without slipping on its SLA targets. Wividus continues to transition more processes every quarter from business units which is an indication of its growth and the trust business units repose in handing over processes to Wividus.

Improve quality of service Quality of services has improved by leaps and bounds delivering above SLA consistently. Standardization and centralization of processes have resulted in better quality of service and consistent delivery to customers. The quality of services is measured on a weekly basis by generation of MIS reports drawn directly from the work flow application

Internal controls Centralization of services has enabled easier and effective internal controls in processes thereby helping SOX compliance. Process audits by agencies, both internal and external ensure transparency and act as a trigger for continuous improvement.

Leverage for business opportunities Wividus has grown into a Center of Excellence and has been instrumental in showcasing Wipro’s ability to provide offshore transaction outsourcing, thereby opening up huge business opportunities.

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Technology integration The following are some of the major technology tools implemented. They have greatly helped in improving the productivity and providing accurate data:

• Imaging and workflow application ensures: − Proper routing− Tracking of SLA− Provides accurate metrics

• Vendor portal is a single window interface to the vendor from quote to payment• E-mail case management tool helps in tracking help desk queries• Duplicate payment finder – detects possible duplicate payments• Receivables management system- tracks receivables• Bank reconciliation tool- tracks un-reconciled entries

Process measurements The metrics published on weekly, monthly and quarterly basis include:

• Volume trends• SLA adherence• Analytics• Compliance • Process variability

Process improvements The process improvements are driven by the meticulous implementation of Lean principles, and six sigma rigor, which is very much part of the Wipro culture built into every process that runs at Wividus. The variability of each major process is being monitored on a sigma level basis and the Ppk values for each process are monitored on a week on week basis.

Cost efficiency Although Wividus witnessed an annual growth of more than 30% in transactions, the corresponding growth in Full Time Equivalent (FTE) has only been 6%. The trend of cost per transaction process wise is also monitored. This has been possible due to the meticulous application of lean and six sigma and infusion of appropriate technology.

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Service level As mentioned earlier there is a very high focus on meeting SLA levels.

Another barometer is the number of processes the business units want to transition to Wividus Every quarter new processes continue to be transitioned into Wividus from various BUs , which is reflective of the efficiency and satisfaction that business units derive by Wividus managing their back office operations.

• Cycle time at bottleneck workstation reduced from 3.6 minutes to 1.17 minutes—productivity up 300%

• Reroutes (Situations where the transaction has reached the wrong processing station on account of indexing errors) dropped from 4% to 0.8%, leading to 8% improvement in throughput

• Automation of receipt intimation mail enabled after seamless data transfer between portal and workflow

• This reduced 800 calls/day in the employee helpdesk on claim receipt enquiries as employees now get an automated mail on introduction into workflow system since mail id is one of the fields transferred from portal to workflow

• Built in checks in the portal to ensure that print outs can be taken only after approval by supervisor—Lean principle of Poke yoke used

• Processing throughput up 8%—every hold case has to pass the process twice

People The biggest asset of Wividus is its people. The team of 306 derives pride in belonging to a Shared Service Office (SSO) that is considered a Center of Excellence. This is reflected in the low attrition rates of around 9% against the industry average of 40 % in the BPO industry in India. Personnel have learnt and seen the effects of Lean production systems being applied to transaction processing and have developed a culture of identifying and eliminating waste in their processes and activities. Wividus offers opportunities to learn and improve career prospects.

The extent of success this SSO achieved had prompted the International business week to run an article on the successful application of the Toyota production system to transaction processing. Wividus stands tall today with a processing volume in excess of 3000 transactions per day and being able to deliver on its commitments both on volume and accuracy of transactions. The integration of lean and Toyota production systems had prompted Business Week to run an article on Wividus highlighting the application of Lean techniques to transaction processing activities.

Wipro’s Wividus has won National Awards for Six Sigma Projects and was a runner up for Best Mature Shared Services, QPC 2006-2007.

Wipro TechnologiesInnovat ive Solut ions, Qual i ty Leadership

About Wipro TechnologiesWipro is the first PCMM Level 5 and SEI CMMi Level 5 certified IT Services company globally. Wipro provides comprehensive IT solutions and services (including systems integration, IS outsourcing, package implementation, software application development and maintenance) and Research & Development services (hardware and software design, development and implementation) to corporations globally.Wipro’s unique value proposition is further delivered through our pioneering Offshore Outsourcing Model and stringent Quality Processes of SEI and Six Sigma.

Wipro in Energy and Utilities We have worked with over 75 top Energy and Utility companies across North America and Europe in regulated as well as deregulated markets providing solutions in areas such as customer care, billing and settlement, work and asset management and grid operations. The cumulative experience of over 5,500 person years spans IT consulting, systems integration, business process outsourcing and application development and management services. Wipro Technologies provides solutions for Regional Transmission Operators and Independent System Operators that cover transmission billing, price transparency portals, RTO interoperability, market trials and integration. For investor owned utility companies Wipro provides solutions that cover customer care and billing, call centre solutions, retail choice and business intelligence solutions and field force automation solutions. Some of our well known customers are Thames Water, Pinnacle West and National Grid Transco.

For further information and more details about our services, email us at info@wipro.com or visit us at http://www.wipro.com/utilities

For more whitepapers logon to: http://www.wipro.com/insights/

© Copyright 2003. Wipro Technologies. All rights reserved. No part of this document may be reproduced, stored in a retrieval system, transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without express written permission from Wipro Technologies. Specifications subject to change without notice. All other trademarks mentioned herein are the property of their respective owners. Specifications subject to change without notice.

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