PROJECT AXIA Procedure
PROJECT AXIA Procedure
Table of Contents
1. INTRODUCTION........................................................................................................................... 3
2. OBJECTIVE .................................................................................................................................. 3
3. SCOPE.......................................................................................................................................... 3
3.1 EXCLUSION: ............................................................................................................................... 3
3.2 ELIGIBILITY: ............................................................................................................................... 3
4. ACRONYMS AND DEFINITIONS ................................................................................................. 4
5. PROCEDURE OVERVIEW........................................................................................................... 4
6. PROCESS FLOW CHART............................................................................................................ 4
7. PROCESS DESCRIPTION ........................................................................................................... 4
7.1 PROJECT STAGE OVERVIEW ....................................................................................................... 4
8. APPLICABLE MEASUREMENTS, VERIFICATION & VALIDATION TASKS .............................. 7
8.1 APPLICABLE MEASUREMENTS ..................................................................................................... 7
8.2 VERIFICATION & VALIDATION TASKS ............................................................................................ 7
9. TAILORING CRITERIA ................................................................................................................. 7
10. ANNEXURE .................................................................................................................................. 7
11. DOCUMENT HISTORY ................................................................................................................ 7
1. INTRODUCTION
Tech Mahindra BPS initiated Project Axia program to assess customer challenges and pain areas on
top of the agreed deliveries. TechM BPS agreed and decided to create a platform where we can take
special initiatives to add value to our customers in their Business beyond the contractual KPIs.
Project Axia includes the application of technology and innovation to enhance the service quality and
customer experience. If required, TechM BPS Management agreed to invest in these initiatives, which
can bring value to our existing customers added with tangible gains and no commercial Benefits to
TechM.
2. OBJECTIVE
Objective:
Enabling Value Enhancement
Strategic Investment
3. SCOPE
3.1 EXCLUSION:
• Technology Implementation is done by Platform team and no role of BPS team, will not be
considered as part of this project.
• Projects which involve Operational improvements (e.g. BQ management, calibration,
refresher training, etc.) which do not have any process change leading to improvement of
metrics.
• Projects closed in the previous financial year.
• Projects done on a billable basis
3.2 ELIGIBILITY:
• Projects that involve PDCA approach/Process change in the form of process optimization, re-
engineering, deployment of automation and analytics only consider for Program Axia.
• Projects that have been approved by IBG / IBU/Operation/Function Head only qualifies.
• Project may have started in the previous financial year and closed in the current financial
year.
• Automation Projects can include RPA, UNO deployment, Desktop Unification, etc. that has
direct impact to client business
5. PROCEDURE OVERVIEW
7. PROCESS DESCRIPTION
b. The methodology to be used like Lean, YB, GB, BB projects or any automation tools
to reduce cost or improve efficiency of the process is also finalised.
c. Cost Benefit analysis to be carried out to check feasibility and to analyse the benefits
versus investments.
d. POC/ Project Charter: Project charter is created using the template given below:
It is mandatory to define a project metric as part of project charter. Project metric must be an
operational efficiency metric. Cost savings by itself cannot be a project metric.
Monthly dashboard will be published to all project members and management on the status.
5. Presentation in Exchange ION: All project closed successfully are presented in the
Exchange ION forum to promote replication. Details of the Exchange ION Program can be
found in the Exchange ION SOP.
6. Issuance of closure certificates: The certificates for successful completion is subsequently
issued by the Axia co-ordinator in the template given below:
Monthly Status dashboard, weekly project status call and Quarterly Governance review
9. TAILORING CRITERIA
NA
10. ANNEXURE
BPS QMS Manual
Document Document
Responsibility Path
Type Name
Template Manager Quality \\172.18.1.100\quality$\CorporateQuality\Records\QMS-
ImplementationPlan\PRAXIS\FY 19-20
Project Charter