Tech Mahindra offers cutting-edge technology and operational services across a broad spectrum of domains through established benchmarks, global alliances and partnerships, financial stability, change management expertise, ability to provide innovative solutions,and Continuous Process Improvement.
Tech Mahindra's BPO offering landscape covers a variety of processes across the enterprise business lifecycle as depicted below:
Tech Mahindra's operations delivery approach is led by our customer's business goals which drive our delivery strategy and ensures continuous improvement in performance metrics. Our delivery strategy aligns with our customer's business landscape which includes Concept to Market, Lead to Cash and Trouble to Resolve. These business processes are optimized around metrics like Cycle Time and Right First Time which results in increased customer satisfaction and reduced cost to serve.
Tech Mahindra's BPO+BPM Approach:
Tech Mahindra's Business Process Management (BPM) is a process-centric approach to managing Client's business operations. Tech Mahindra's BPM facilitates business transformation by providing consultations based on the strong foundation of Six Sigma:
- The focus is on building a robust, efficient, KPI based customer centric processes in order to have an improved & uniform customer experience.
- Enable operational improvement through continuous process improvement.
- Enable cost reduction through system & process automations.
Tech Mahindra's integrated BPO+ BPM provides business solutions which help organizations to maximize coherence between technology and business, thus improving the operational flexibility, efficiency, customer satisfaction, minimizing revenue leakages and non-aligned processes. By implementing these solutions Tech Mahindra helps the business unit to streamline its business strategy with technology and operations to achieve interoperability between them.
Tech Mahindra's proactive and integrated BPO + BPM approach in our client engagements has ensured the following benefits for our customers:
- Enhanced service levels
- Facilitated manpower reduction
- Improved process quality
- Improved RFT
- Reduction of cycle time
- Reduction in cost to serve
The BPO+BPM Process Improvement Approach is depicted in the figure below:
BPO+BPM Process Improvement Approach
Phase |
Objectives |
Initiate |
• Define the objectives & scope of the project
• Identify existing process details and documentation, if any are available on the existing processes
• Identify the project stakeholders for respective process areas
• Establish engagement model between Tech Mahindra and the customer
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Map “As Is” |
• Capturing information
• Map ‘As Is' business environment and processes
• Understand and record current set of business processes
|
Gap Analysis |
• Identify and analyze gaps between ‘As Is' processes, Industry best practices like eTOM, wherever applicable
• Propose improvement roadmap |
Develop “To-Be” Processes |
• Analyze the ‘As Is' Business processes with respect to gap analysis
• Design end-to-end business process documents for Client's processes and obtain sign off from the Client.
• Development of ‘To Be' process and documentation
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Tech Mahindra is extensively focused on innovation based process engineering/re-engineering techniques for various industry verticals. The BPM group has worked on variety of process frameworks and methodologies to scale up the Client's ability in order to address competitive business challenges.
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Industry Focus
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Telecommunications |
Banking, Financial Services and Insurance |
Hi Tech Manufacturing |
Healthcare |
Utilities |
e-Commerce/Retail |
Travel & Hospitality |
Media & Broadcasting |
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