Project AXIA Procedure

BSG-PR008, Ver 1.2

BPS Corporate Quality

Copyright © 2020, Tech Mahindra. All rights reserved.

Company-Confidential STANDARD OPERATING 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

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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

Delivering beyond KPIs

Strategic Investment

Harnessing Customer Relations

3. SCOPE

The program is applicable to all the associates in Tech M BPS.

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

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4. ACRONYMS AND DEFINITIONS

Term/ acronym Explanation

BPS Business Process Services
CBA Cost Benefit Analysis
BQ Bottom Quartile
IBU Individual Business Unit
IBG Individual Business Group

5. PROCEDURE OVERVIEW

Task Responsibility Inputs Outputs

(Entry criteria) (Exit Criteria)
AXIA Tracker CQ Team Details from respective Dashboard on Projects
project leads on status of
initiated projects
Bimonthly project CQ Team Current status of projects PRAXIS-AXIA Tracker
Status call as per inputs from
Project leads
Monthly CQ Team Dashboard on projects Monthly AXIA Projects
dashboard and savings status

6. PROCESS FLOW CHART

AXIA project goes through below mentioned steps:

7. PROCESS DESCRIPTION

7.1 PROJECT STAGE OVERVIEW

1. Project Identified and Project Charter Preparation

a. Project ideas are generated from internal analysis, VSM, Gemba walk, Lean and
other methods

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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.

2. Project Charter Approval:

a. The charter is reviewed and approved by the Delivery Program manager, Client
and Quality Head.
b. Approved Project charter to be shared with
[email protected] email ID for registration of the project
.
3. Governance of projects: Bi weekly governance meeting is organised by the Axia co-
ordinator in which the progress on the project is reviewed. The status of the project is
maintained by the Axia co-ordinator in the template given below:

PRAXIS™ - Program Management

Project Project start Exp. End Actual End Financial 18-

Initiatives Project Title IBG Account Location Current status Project Owner Approved by
Registration no date date date 19 quarters

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Monthly dashboard will be published to all project members and management on the status.

4. Project closure stage

a. Upon successful closure of the project, the closure docket is created
b. The closure docket with improvements in the metrics is reviewed by Axia co-ordinator
and further shared with the Delivery IBU head for approval. After approval by the IBU
Delivery head
c. After approval by the IBU Delivery head, the docket is sent to client for Review and
approval
d. Project Closure Criteria-
• Improvement in Project metric to be sustained for a minimum three months in
control phase to monitor stability.
• Cost benefits needs to be computed from the improvement realised in the
project metric.
• Cost benefits are calculated based on actual realized savings typically after
process stabilizes in the control phase.
e. Post sign-off the project from client, Project is reviewed by the Head of Quality for
adequacy and deemed closed.
f. After reviewing all approval/docket project coordinator will be kept all artefacts and
document in share point \\172.18.1.100\quality$\CorporateQuality\Records\QMS-
ImplementationPlan\PRAXIS\FY 19-20

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:

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8. APPLICABLE MEASUREMENTS, VERIFICATION & VALIDATION TASKS

8.1 APPLICABLE MEASUREMENTS

Effectiveness of the projects are measured as per below

• % of projects closed on time
• # Realized annualized Savings in USD Vs projected annualized savings

8.2 VERIFICATION & VALIDATION TASKS

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

Template Manager Quality \\172.18.1.100\quality$\CorporateQuality\Records\QMS-

Praxis-Axia ImplementationPlan\PRAXIS\FY 19-20
tracker

Template Manager Quality \\172.18.1.100\quality$\CorporateQuality\Records\QMS-

ImplementationPlan\PRAXIS\FY 19-20
Project docket

Records Manager Quality \\172.18.1.100\quality$\CorporateQuality\Records\QMS-

Praxis-Axia ImplementationPlan\PRAXIS\FY 19-20
Master tracker

11. DOCUMENT HISTORY

Version Date Author Reviewed by Approved by Nature of changes

I1.0 13-12-2017 QMG Sarthak A Kunal C First Integrated Issue

1.1 08-01-2019 QMG Sarthak A Kunal C Modified process flow,

added project charter,
Axia/Praxis tracker and
certificate template and
updated Annexure
1.2 08-01-2020 QMG Sarthak A Kunal C Project closure and benefit
calculation criteria added

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