| From Quality to Business Excellence |
As the world’s first SEI CMM Level 5 company, Wipro endeavors to deliver reliability and perfection to customers by maintaining high standards in service offerings and products, as well as internal processes and people management. We believe that business success and market leadership comes through innovation and a culture of excellence driven by our quality management system and our business excellence model, the Wipro Way.
Wipro’s Quality Management System
Wipro’s customers trust the strength of the quality processes that have always assured them of timely, defect-free delivery of products and services. The Quality Management System (QMS), called veloci-Q, is a consolidation of experiences and best practices that are also aligned to standard quality models and certification. This is dynamic, and also all encompassing, meeting specific technology and domain specific requirements with ease. The fact that Wipro has consistently been assessed and certified on critical quality models, generic and domain specific, bears testimony to the goodness of the QMS.
Wipro’s Quality Journey - a series of firsts
In line with Wipro’s belief in constant innovation, over the years, Wipro has been a pioneer in adopting and adapting several improvement methodologies like Lean, Six Sigma, Kaizen, etc. to further the efficiency of its processes. Wipro was the first to adopt Six Sigma in IT delivery, way back in 1998; Lean methodology was adopted from the world-class Toyota Production System for improving the efficiency of the delivery engine; again a first in the industry, in the year 2005; Wipro has become extremely proficient in the application of these methodologies for internal processes as well as in our customer’s organizations, achieving significant improvements not only in the customers’ IT processes but also critical business processes.
 Click here to know more about Wipro’s quality journey, and certifications.
Towards Business Excellence
To enhance the value and experience that customers derive from Wipro, and achieve operational excellence internally, Wipro rolled out its proprietary Business Excellence Framework called the ‘Wipro Way’ in 2006. This leverages the strong process driven culture of Wipro, brings in an outward-in transformation and a culture of service excellence.
In keeping with our culture of pioneering best practices and methodologies drawn from various industries, Wipro adopted a unique, structured approach and framework to service excellence that has proven its effectiveness in the service sector. Using this framework, Wipro now offers its key customers value adds, and a steadily improving level of experience; the improvement in customer satisfaction measured through an independent, third party agency, where there has been a year-on-year improvement of over 1700 basis points is a clear indicator of the success of this structure.
Click here to know more about Wipro’s excellence model.
The Business Excellence Framework has also helped Wipro and its customers get more from its various process excellence methodologies. From Agile to Lean to Six Sigma, they are all now closely aligned to the daily work management practices, and are integrated into the QMS. This elevates the level of quality assurance delivered through our processes, to our customers. Novel approaches adopted from the Japanese manufacturing sector, like the five day, intense Kaizen events, that focus on ‘improve by 2 or reduce by half’ are just another example of Wipro’s continued quest for excellence.
Further, widespread, organization-wide training, and a consistent project approach that solves key problems using the most appropriate methods, has helped Wipro build a culture of excellence.
This is amply illustrated by the following:
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Winner for Best Project Achievement in Customer Experience at “The Global Six Sigma & Business Improvement Award 2009” at Orlando |
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Finalists for the Process Excellence Awards at International Quality & Productivity Center, UK, 2009 |
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Over 5600+ Six Sigma projects completed till date, engaging over 10000 people as Green Belts, Black belts and Master Black Belts |
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More than 150 practitioners of Lean have facilitated over 1500 projects in Wipro. These projects have employed Lean principles, and demonstrated a significant upside on productivity & capability to handle requirements volatility |
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To address complex development needs of customers, in an iterative manner, Wipro has adopted the agile methodology; so far, over 100+ Agile projects have been executed successfully in Wipro |
Click here for an illustration of how Six Sigma has added value to a customer of Wipro.
Click here for an illustration of how Lean has helped improve efficiency for our customer.
Assuring Outcome
Each business is unique, and quality needs to address these unique needs. Customer expectations have evolved from where it was, to looking for a partner who can manage and assure outcomes. A look at some of our innovative approaches to enhance quality, as experienced by customers across our various groups makes it clear that Wipro has been successful in achieving this.
Over the years Wipro has moved from managing processes to managing outcomes for the customers, and the quality function has closely worked to enable this successfully. Wipro has adopted ITIL to assure services delivery in the managed services space. Benchmarking the baseline with Gartner has helped us identify best in class performance, the gaps, and work on bridging the same.
Further, by utilizing tools like the SLA prediction tool that has been developed internally Wipro and the customer can predict and plan for service levels more accurately. Use of SLA governance tools allows us to provide the customer online and real time visibility into actual performance, and also significantly reduce the costs associated with reporting.
In the BPO space, Wipro’s Process Labs simulate customer environment, to help deliver best in class performance. A structured 4 step standardization approach helps standardize and automate the way we work to deliver enhanced and consistent customer experience.
Click here for an illustration of how the Process Lab has helped our customers.
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