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i C O R E - CIS

Stay Green –Delivery Excellence

i C O R E - CIS

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Summary

Themes Stay Green – Account Governance practices Stay Green Contributing methods Quantitative approach to enable Stay Green in Accounts i . Weekly one slider score card ii. Monthly score card Accounts Monthly Trend Continuous Improvement via Leadership connect iCORE-CIS Dashboards Stay green documents

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Stay Green

iC ORE- CIS Top Accounts are monitored under the initiative of Stay green Account governance practices. An account remains Green when custome r is satisfied with the services, periodic revenue growth is observed & execution is flawless. Any agreement between customer and Account leaders are met without affecting operational performance.

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Stay Green – Account Governance practices

Customer Experience Sector delivery Heads/Geo Delivery Head along with ADH & GAE to attend service delivery reviews with customer stakeholders periodically in structured manner. Customer connect to cover the operational performance, SIPs, Value additions, Automation & transformation. Seek customer feedback on continual improvement of operations while proposing for delivery transformation. Provide Enterprise wise assessment of infrastructure and act as true partner in transforming the customer business. Address open risks & issues with timely remediation & avoid escalations. Flawless Execution Structured review of operations & key delivery metrics to make sure that customer business uptime is managed. Identify & resolve skill issues & timely resource skill plan & enhancement. Develop latest technology skills through technical academy and contribute to skill family. Assist major incidents in timely resolution & provide RCAs to customer to fix the root cause. Adhere to stay green governance process and ensure structured connect with enablement team to implement best practices Assist account mining with new opportunities through CRs and transformation projects.

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Stay Green Contributing methods

Account Governance covers Weekly one slider  has 4 sections – Transitions, Operations, SLA & Penalty, and Resourcing. Account leaders need to report the issues on weekly basis along with action plan and proposed date for closure of action.                                                                                       Monthly presentation  includes the Organizational structure of account, customer governance mapping, Account landscape, additional opportunities, Operational metrics performance, Financial plan for the year, ERM Incompliance issues and Delivery action plans. Accounts are evaluated based on the parameters listed in  Monthly deck score card 3.0                                                                                                                                                          Monthly service delivery review (SDR) or Quarterly business review (QBR)  are the business meetings between Customers and Account leaders.

Account Governance covers Weekly one slider  has 4 sections – Transitions, Operations, SLA & Penalty, and Resourcing. Account leaders need to report the issues on weekly basis along with action plan and proposed date for closure of action.                                                                                       Monthly presentation  includes the Organizational structure of account, customer governance mapping, Account landscape, additional opportunities, Operational metrics performance, Financial plan for the year, ERM Incompliance issues and Delivery action plans. Accounts are evaluated based on the parameters listed in  Monthly deck score card 3.0                                                                                                                                                          Monthly service delivery review (SDR) or Quarterly business review (QBR)  are the business meetings between Customers and Account leaders.

Monthly Presentations

W eekly one sliders

SDR-QBR meetings with Customer

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Quantitative approach to enable Stay Green in Accounts

Weekly One slider score card Green: (Customer delight) (5/5) Amber: (Operational issues) (3/5) RED : (Customer DSAT, Escalation) (0/5)

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Quantitative approach to enable Stay Green in Accounts

Monthly Score card Green : 85% & Above Amber : 70% -85% Red : Below 70% Evaluation based on the monthly performance on the metrics

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i C O R E - CIS

Devender Malhotra

VP & Global Delivery Head, iCORE-CIS

Deo SMU Delivery Leaders

Americas 1 Pradeep Gharpure Americas 2 Raja Kannappan Europe Suresh Kannan APMEA Ale Srinivasulu India Praveen Kumar N.

Talent Enablement

M.G. Prashanth Pradeep Gharpure Competency Pratibha Ramesh WMG Viswanathan Rajavelu

Quality

Quality Phanikumar Penukonda

Finance

Finance Manish Jain

Ramesh P. EDC Manoj Jain Wintel Amit Wani Network Ramesh P. Open Source Jacob Matthew Database Rajat Biswas Major Incident Management Ramanadha Kunda MEP, Domain Standardization Praveen Kumar V. GCC Rakesh C. N. Risk & Compliance Utkarsh Bhatt

ERM

ERM Ramesh A.

Human Resources

HR Bhavana V.

TSG

Tejinder Virdi Service Desk Kapil Puri WPS Safeer Ahmed Process Jigna, Sooraj, Sai, Kannan, Reena SAM & HAM Santosh G., Raghunath R.

Run Operations

Sivaraman V.K. Delivery Assurance Ravi Subbe Gowda Transition Phoolchandra Tiwari Tools Vardharajan S.V.N. DCTS & Cloud Sivaraman V.K EUC, EUTS, NTS Ajit Kumar Velloith

Transformation & Onboarding

Neeta Thakur Start Green Babu Francis Stay Green Satish Adiga DMI & JIC Jobin Manuel Hypercare Prashant Swami BCM & Facilities Ravishankar BM

Delivery Enablement

EODC

EODC Mohan Ramaiah

Automation

Automation Hemanth Kumar A.

Operations

Operations Prakash Sreenivasan

Global Delivery Organization

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Continuous Improvement via Leadership connect

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Customer Governance - Mapping

IT Head ADH VP Mid Managers IT Manager Program Manager Ops Lead CIO GCP Customer Wipro AAA XSAAA xxxx AAAA AAAAA AAX

CFO/CEO

AAAAS

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1st week May APMEA America 1 America 2 Europe 3 1 2 1 2nd week May APMEA America 1 America 2 Europe 3 5 3 5 3rd week May APMEA America 1 America 2 Europe 5 0 5 2 4th week May APMEA America 1 America 2 Europe 3 1 4 1

1st week May APMEA America 1 America 2 Europe 71 27 20 35 2nd week May APMEA America 1 America 2 Europe 75 22 19 31 3rd week May APMEA America 1 America 2 Europe 73 27 17 34 4th week May APMEA America 1 America 2 Europe 75 26 18 35

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March Monthly score card 2021 GEO Amber Green Red America 1 24% 76% 0% America 2 30% 65% 5% APMEA 22% 65% 13% Europe 34% 56% 9% Percentage 28% 65% 7%

One Slide Score card 1st May week 2021-Geo wise Geo Score Card % of Green % of Amber % of Red Total APMEA 96% 72 3 0 75 America 1 96% 27 1 0 28 America 2 91% 20 2 0 22 Europe 97% 33 1 0 34 CIS 96% 152(95%) 7(4%) 0(0%) 159

Percentage Amber Green Red 0.28125 0.64583333333333337 7.2916666666666671E-2

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iCORE-CIS Dashboards

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