Twenty years of
experience gives our Outsourcing discipline quite
a clear view of how to transform your business and
succeed in Outsourcing. Wipro’s ADM Framework
is a holistic engagement model that encompasses
activities right from the inception of the engagement
to support and maintenance of the applications with
improving service levels. The framework includes
the following phases:
Planning
and diagnostics
The challenges in outsourcing begin with deciding
what to outsource. Getting most from outsourcing
depends on making right decisions on choosing the
right functions or right applications to outsource.
This challenge is addressed in the diagnostics phase
using Wipro’s comprehensive application portfolio
analysis framework created for the Telecom Service
Provider’s business. The analysis considers
a number of factors for assessment and results in
identification of the applications to outsource
and the risk mitigation strategy for the same. This
is captured in the following illustration:
This phase also includes planning the Offshore
Development Center (ODC) infrastructure, communication
link, logistics of consultants for knowledge acquisition,
communication and governance plan, reporting during
the steady state phase. Wipro’s reusable
components for planning ensure that this is done
with least effort and lays a strong foundation
for the ADM activities in the subsequent phases.
Knowledge
acquisition and transition
The key to successful outsourcing is effective
transitioning of knowledge of the applications
in question. Wipro has evolved a very robust knowledge
acquisition process with defined deliverables
and check points which ensures smooth transfer.
This phase culminates with a parallel perform
activity with the Wipro team working on simulated
cases and instilling confidence in customers on
it’s ability to take over the applications.
Steady
state
Once the application is taken over for complete
support, the support is carried out using standard
Maintenance / Development models as prescribed
in Wipro’s leading-edge quality system –
VelociQ. The status of work in each of the applications
is reported as part of the pre-defined weekly
status reports and appropriate communication /
escalation is carried as defined in the communication
/ governance plans. SLAs are continuously monitored
and adhered to in this phase.
Transformation
Once the applications are stabilized, the engagement
transcends to the continuous improvement phase
wherein Wipro’s expertise in Six Sigma,
Factory model optimization and other productivity
improvement tools are leveraged to deliver YoY
productivity, enhanced application functionality
and increased ease of maintenance.
|
