Getting it Right the First Time

Implementing change to suit revenue control.

Client Background

The client is one of the world’s leading communications services providers, headquartered in UK catering to the needs of customers in over 170 countries worldwide. Their main activity is provisioning of fixed-line services, broadband, mobile and TV products and services as well as networked IT services.

"Wipro enabled 63% reduction in Order rework; from 40% to less than 15% and improved the average lead time by 70%."

Industry Landscape

The telecommunications industry is characterized by new technologies, services, and huge capital investments to make content accessible through any device anywhere. About 2 to 5 percent of all the services delivered by the world’s largest telecom providers is unbilled because of ineficient or misaligned processes. Despite significant investments in new and upgraded solutions, order-to-cash processes remain ineficient.

The Opportunity

The client was receiving high amount of unclean orders (>25%) and the cycle time was 5 to 7 times higher compared to a clean order. Around 50% of orders were failing straight through processing, that resulted in increased volumes and affected delivery timelines. Service introduction and deployment management activities were significantly cut down by around 60%. Savings were not made from labour arbitrage but from better management of processes.

Solution

Automated / error proofed the workflow to establish continuous flow
Root cause analysis on unclean orders done to gather the major points of failure. Unclean orders sent back to upstream processes
Creation of Flex Pool (by cross training various resources) to tackle bottleneck in production
Amalgamation of teams to create a common workforce for demand fulfilment

Business Impact

63% reduction in rework from 40% to less than 15%
70% reduction in average lead time for delayed orders from 23 days to 7 days

Challenges

Unclean orders in different formats as per the ordering regions
Upstream processes were missing the critical steps required for downstream processes to perform
Around 50% of failed right-first-time checks on an end-to-end cycle lead to increased volumes and affected delivery timelines

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Service Offerings

Client Themes

Client Themes

Getting it Right the First Time

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