Tech Mahindra Enables 50% Faster RCA with Robust Incident Governance

Overview

Multiple enterprise clients faced recurring challenges in handling major incidents within their critical IT environments. These issues affected service reliability, increased resolution timelines, and impacted overall customer satisfaction. Tech Mahindra’s Quality team collaborated with the customer and process teams to implement a structured Major Incident and Problem Management governance.More

Multiple enterprise clients faced recurring challenges in handling major incidents within their critical IT environments. These issues affected service reliability, increased resolution timelines, and impacted overall customer satisfaction. Tech Mahindra’s Quality team collaborated with the customer and process teams to implement a structured Major Incident and Problem Management governance. The transformation streamlined communication, accelerated incident resolution, and strengthened governance, resulting in improved customer experience and enhanced operational efficiency.

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Business Challenges

Multiple enterprise clients, comprising various strategic accounts across domains, experienced recurring issues in major incident management processes. Given the criticality of their operations, the clients faced significant challenges, including:

  • Delays in initiating incident bridges and prolonged resolution times increased Mean Time to Resolve (MTTR).
  • Unclear communication with stakeholders during service outages.
  • Insufficient Root Cause Analysis (RCA) quality, including Corrective and Preventive Actions (CAPA) and 5-Why methodology, caused repetitive issues.
  • Frequent major incidents caused by human errors placed considerable strain on internal resources and raised concerns about service reliability and customer satisfaction.

Our Approach and Solution

Our Quality team implemented a structured, governance-driven Major Incident and Problem Management framework, formally embedded into organizational processes to ensure faster resolution and prevent repetitive incidents. The approach included:

Process Standardization

Defined a clear MIM framework with consistent categorization and governance checkpoints to ensure timely and effective incident handling.

Communication Excellence

Implemented standardized communication templates and updated timelines, ensuring transparent and continuous stakeholder engagement during outages.

Enhanced RCA Framework

Redesigned RCA templates incorporating 5-Why methodology, CAPA tracking, and structured executive summaries for improved analysis quality and actionable insights.

Capacity Building

Rolled out structured training programs to upskill 400+ associates on MIM and Problem Management practices, strengthening organizational capability and reducing human-error-driven incidents.

Governance Reinforcement

Implemented a robust Problem Management governance process.

Business and Community Impact

The transformation delivered measurable improvements in service reliability, operational efficiency, and workforce capability:

  • Governance Excellence: Institutionalized systemic checks for RCA quality and compliance, ensuring zero rejections from customers for post-process improvements.
  • Operational Risk Reduction: Strengthened collaboration and communication during major incidents, reducing downtime and achieving a 90% reduction in human-error-driven incidents.
  • Accelerated Resolution and RCA Turnaround: Improved efficiency with a 50% faster turnaround time for RCA submissions, significantly enhancing service reliability.
  • Workforce Empowerment: Upskilled 400+ associates on Major Incident Management (MIM) and Problem Management processes, fostering a culture of quality and governance across accounts.