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Transformation booklet

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  • 1. PoweringTelecom TransformationDelivering Tangible Business Results
  • 2. “Transformation in vision and consciousnesswill automatically create favorable circumstances.”
  • 3. Transformation is a journey in a service led environment, driven by innovation, with a sharpfocus on customer needs.In the current fast paced communications industry, telecom service providers are under tremendous pressure, makingtransformation a business impetrative for survival.Telcos need to protect and grow their margins through improved efficiencies and productivity, hence they need to Be Agile Reduce time to market Reject the traditional approach of building everything from the bottom-up to build components that are reusable and sustainableSome of the key business issues of operators that Tech Mahindra can help bring a turnaround include: 1
  • 4. Transformation Drivers Organisation Convergence The transformation practice at Tech Mahindra provides the cornerstone of a holistic approach that helps manage, control and drive the change aligned to the telco’s business priorities. It seamlessly enables next generation services and operational efficiencies coupled with cost optimisation. Tech Mahindra with its proven global expertise helps align people, processes and technology through best practices and its broad portfolio of services. These services help achieve quick and measurable results. Mentioned below is the wide spectrum of offerings that ensures a smooth transformation journey, tailored to the service providers requirement: Business & Operational Health Check Business consulting services to assess key aspects and identify operational pain-points Business Alignment Services to identify priorities in terms of business process re-engineering, system architecture modifications and vendor consolidation required to get to the target state Designing the Operations Model Services to re-engineer and harmonise business processes to create a lean operating model aligned to the target state Cross Programme Alignment Services to identify interdependent programmes and define a roadmap for the end-to-end transformation Implementation Services Services to design, build and operate the target systems, reuse existing systems and close unwanted systems to achieve the target state of transformation Transformation Goals Tech Mahindras transformation services portfolio focuses on five primary service areas within which it offers proven standard-based solutions. These include: Revenue Uplift Convergence Customer Experience Business Agility Operational Efficiency2
  • 5. Revenue UpliftDemand for consistent and high service levels is at a rise and service providers are on the look out for emergingopportunities as the Average Revenue Per User (ARPU) is flattening. As the pace of business intensifies, the need forinnovative communications services becomes inevitable. To fully capitalise on these opportunities a re-evaluation ofthe way technology can be used to drive business results becomes imperative.Improved Operational EfficiencyGreater efficiency is a prime goal for all businesses, more so in the intensely competitive and rapidly changingcommunications sector. Greater operational efficiency translates into higher margins and boosts growth . TechMahindra with its offerings enables telcos to address the operational challenges and focus on their core business,resources and customers.Optimising and streamlining existing network operations and business processes is the key to reduce OPEX andimproving operational efficiency. Eradicating silos that isolate operations and Business Support Systems (OSS/BSS),enable greater automation and centralise operations management. They also reduce integration, maintenance andoperational costs and speed up the time-to-market.Enhance Customer ExperienceCustomer experience has gained currency with falling revenues and intense competition from different telecomoperators. Tech Mahindra has been in the forefront of leading the change for its customers.Business AgilityResponsiveness to changing market dynamics and time to market is one of the most important aspects for any telco.Tech Mahindra provides the operator an advantage of standardised processes, pre-integrated BSS/OSS systems toaddress time to market pressures. This is further accelerated by the prevalence of the "Telco-in-a-box" solutions thathelp diminish the time, attention and resources dedicated by the telco.Reduced OpExToday networks are undergoing a dramatic transformation under the combined effect of factors ranging from demandfor additional capacity to convergence, towards Next-Generation Networks (NGNs).Telcos can take advantage of the investments made by Tech Mahindra in IT and network infrastructure to reduce theirup-front investment in a next-generation infrastructure. This will enable them quickly launch new services and gain acompetitive advantage. 3
  • 6. The ClientRevenue Uplift The client is a leading IPTV service provider in the United Kingdom providing digital terrestrial television channels using a Freeview decoder and on-demand film, TV, sport, kids and music programming delivered via broadband through a hybrid DTT/IP/PVR set top box also known as the Vision+ Box. Case Summary The client wanted to build converged solutions to enable personalised media experience for IPTV consumers on their handheld devices via real time access of on-demand content. CanvasM built, operated and managed the trial environment, bundled with multitude of utility community and entertainment applications. Background Today consumers are looking for personal media experience access to content on their terms, targeted Tech Mahindra enabled the client at rich media mobile devices they carry. Service and to generate a great amount of content providers are facing a challenge in creating and delivering rich media bundles to consumers. The client additional revenue with wanted to enable personalised media experience for advertisers/brands paying for their existing IPTV consumers in collaboration with BBC mobile inventories for events, sponsored by them i.e. Paralympics World Cup and London Grand Prix. Through its vision of media mobility, CanvasM has built, operated and managed trial environment to personalise media experience for the clients consumers. This was done using Tu Vista Solutions that delivered media bundles to sports enthusiasts who desire rich immersive experience at the sporting event or when on the move. Tech Mahindra/CanvasM Solution The TuVista Software Solution is a near-live content creation, management and distribution software solution that creates an exciting and unique experience around an event, such as a professional sports game, by delivering rich media content before, during and after the event to users mobile devices. Designed as a complete, scalable, network and device agnostic software solution, it allows content providers, content distributors and communications service 4
  • 7. Enabling Innovative VAS Solutions for a Tier 1 Operator in UK Business Needs Business Benefits Enable personalised media experience for Personalised media experience for their existing consumers IPTV consumers Facilitate on-demand access of content Created a platform for all its consumers to access Monetise investments in telco infrastructure i.e. real time on-demand sports content Wi-Fi and 3G for events Enhanced consumer experience by offering new Build cross domain eco-system comprising of services that fit their active lifestyle media houses and advertisers Derived additional revenue as advertisers paid more for mobile inventoriesproviders to offer a Value-Added Service (VAS) to theirend-users. This end-to-end solution enhances theexperience of attending an event, enabling consumersto have additional, customised content and interactiveapplications delivered to their mobile devices.The solution helps event organisers build anticipationfor events by allowing end users to watch pre-eventvideos, view season schedules and club information,receive recorded messages from coaches or keyplayers, or vote on which team will win. It can alsoinclude game-day weather forecasts, assistance inlocating venue parking, seating, food and beverageservice upon arrival and purchase of tickets for futuregames.The solution allows event organisers to engageenthusiasts in new ways, such as viewing instantreplays from multiple camera angles; receiveannouncements such as injury reports; vote for themost valuable player; share pictures and videos; getcoupons for local shops and restaurants in the stadiumand ordering food and beverages, all on theenthusiasts personal device.The solution helps organisers reach beyond the venueallowing consumers to watch post-event videos andhighlights, send and share photos, videos or provideinformation on players, teams and leagues. Along withcreation of rich media content, the solution enablesbundling of ads for the brands: thus, generating newrevenue streams. 5
  • 8. Improved Operational The Client The client is a leading telecom operator in Philippines. As a pioneer, the client had launched 3G services in 2006 which run in parallel with their 2G services. The client through their subsidiary company also provides Efficiency wire line services consisting of domestic, international leased lines & VPN networks among others. The client has a base of 20 m subscribers. Case Summary The client was facing service level issues and high operating costs due to decentralised fault alarm and performance management. A centralised Network Operations Centre (NOC) to monitor network performance and services was the solution. Tech Mahindra conceptualised, designed and built this centralised NOC including a disaster recovery site within budgeted investment and timeframe. Background The client is operating a telecom service network including wired and wireless network in various Tech Mahindra played a pivotal markets across the Philippines. The network comprises of 2G, 3G, VAS, transmission and IP equipment from role in improving operational over 15 different vendors and of over 100 types of efficiency by 300% for a Tier 2 network elements. There were individual monitoring operator in Philippines teams for different services and vendors. Only a portion of the operations and maintenance activities was outsourced to vendors, resulting in huge operations and management costs and manpower requirements. Since inventory for different vendors and networks were held by individual EMSes, they were unable to correlate alarms and faults within various networks. There was a need to initiate proactive measures to optimise the network, reduce service degradation, improvise services and ensure better customer satisfaction. The solution was to set-up a central NOC to provide an instant “birds eye view” of the network operations. This would enable the client to monitor service performance of the entire network. Tech Mahindra Solution Tech Mahindra experts provided the solution that realised the business objectives of the client. The overall scope involved planning, designing and implementing infrastructure for primary and secondary (Disaster Recovery) site. It included integration of various Element Management Systems (EMS) of wire line and wireless elements from various vendors. 6
  • 9. Carrier Network Operations Centre for a 3G Operator in PhilippinesBusiness Needs Business Benefits Streamline operations management of the Reduced OpEx by 40% network Increase Operational Effciency by 300% Improve fault, performance and service level Improved service quality and optimised management operational manpower work allocation Have the entire client network inventory in a Enabled effective monitoring of network single system operations performance Ensure adherence to budget allocations Ready to use centralised NOC with Disaster Control operational costs Recovery site within stipulated investment constraints and timeframe Optimised and streamlined the existing network operations and business processesThe infrastructure design providing highly available, improved service quality and optimisedsecure, scalable and manageable Data operational manpower work allocationCommunication Networking (DCN) equipments to The client was able to initiate proactive measuressupport monitoring covering fault, performance and to optimise the network and reduce serviceservice level management was required. degradationTech Mahindra team created a design providing for The client obtained a clear picture of the networkproactive capacity planning, gathering and analysing topologyperformance data. This helps to monitor networkoperations performance.Designing activity covered “sizing” of requirements interms of capital resources as well as human resourcesfor managing the NOC. Network implementationarchitecture focused on reliability, availability,scalability, utilisation and quality of service.Before proceeding to the “Build” phase, it was ensuredthat the NOC design would provide the desired results.Tech Mahindra performed various activities involved inacquiring and setting up the IT infrastructure forcentralised monitoring of services. The “On wall” videodisplay in NOC provides a complete network map andreal time information about the network operations.Additional AdvantagesTech Mahindra solution enabled the client realise thefollowing benefits: The client was able to reduce manpower and training requirements for various EMSes The centralised solution helped in standardising the processes and knowledge base, which led to 7
  • 10. Enhance Customer The Client The client is a leading telecom operator in India with over 25 million subscribers. The client provides basic, Experience cellular and broadband services for retail and enterprises. Case Summary The client was facing low customer satisfaction and high operating costs due to scattered customer care call centres. They wanted a partner who could help them reduce their operating costs and increase customer satisfaction. Tech Mahindra set up a centralised customer care centre for the North Zone operations of the client to meet their requirements. Background Tech Mahindra played an The client was facing problems resolving customer instrumental role in enhancing service issues. For example for their subscribers in the North Zone had multiple customer support centres customer experience of a Tier 1 across different physical locations. The percentage of repeat calls was high which led to low customer operator in India by Service Level satisfaction and the multiple centre architecture was (SL) increased to 93.29% compared increasing the operational costs. to the earlier 34.18% Tech Mahindra Solution Tech Mahindras Business Process Management (BPM) team formed a core team of experts. The team drilled down to arrive at the Root Cause Analysis (RCA). Key factors were short listed and sub teams were formed to study and find resolution During the RCA following key factors were identified, analysed and worked upon to increase customer satisfaction. Ease to Access Centre- The team analysed the switch reports and suggested augmentations to increase the incoming calls to ensure enhanced customer experience. Manpower planning was also done at the same time to increase response mechanism. Changes in the IVR Proposed- Changes were made in the IVR to provide account related information, new schemes etc on IVR itself as a result of which new schemes related calls reduced by 20% thereby increasing the IVR intelligence. 8
  • 11. Enhanced Customer Experience for a Tier 1 operator in IndiaBusiness Needs Business Benefits Enhance customer experience Calls Per Subscriber (CPS) reduced to 0.46 from a Low first call resolution leading to a high Calls per high of 1.8 Subscriber (CPS) Answered Level (AL) established at 98% Reduce the Average Handling Time(AHT) compared to the previous level of 58.9% Service Level (SL) increased to 93.29% compared to the earlier 34.18% Quality level of 88% whereas the previous level was 64% Efficient and streamlined process SOP across all processesPremium Customer Handling- The client hadclassified its customers into premium and nonpremium segment based on the Average RevenuePer User (ARPU). A process to provide differentialtreatment to the premium customers was initiated, inwhich the premium customers were allowed to skipthe IVR and reach the special agent directly. Premiumcustomers were given preference in high queue time.Desk Aid for Associates- Tech Mahindra proposedand ensured a single screen availability of all criticalinformation sources / tools to help spend less timeon non productive tasks.Knowledge Bank- The online product / processinformation repository and a scenario specific scriptguide was made available to the customer serviceassociates to equip them with complete informationcategorised by various scenarios.Repeat Call Resolution Project- A special team wasset-up to handle customers who call more than oncein 24 hours. The objective was to have best agentshandle repeat callers to ensure improvement inresolution rate and enhanced customer experience.An escalation desk was created to handle iratecustomers and take supervisory/ escalated calls. 9
  • 12. The ClientBusiness Agility The client is a new 3G (GSM) operator in Indonesia who went commercially live on 30th March 2007. It procured 3G license almost 3 years ago and has since rolled out 3G services into the market. It is one of the only two mobile operators in Indonesia that holds a combined nationwide 2G/3G mobile- telecommunications license. The client is targeting a growth of 10 million subscribers within 4 years. It has already crossed over 2 million subscribers. Case Summary The client wanted a synchronised launch of all their services from day one in conjunction with the rollout of their new sales and dealer channels. They required the set-up of data centre, IT systems & support environment to manage the services. Tech Mahindra as a strategic partner implemented end-to-end IT stack and associated business processes. Background The client is a “greenfield” operator and has set up its base Tech Mahindra enabled a Tier 1 in the Indonesian market in 2006. They were looking for a Operator in Indonesia strategic partner to whom they could outsource their accomplish high sales revenue end-to-end IT environment, from the build to the operate and support stage. The client required the partner to set- with launch of its 3G premium up a launch office to plan a systematic roll-out of services products. The Operator in conjunction with their internal users, marketing, sales and finance plans. The client had adopted a “Big Bang” achieved its second year approach for their launch and they wanted to have a subscriber base projection large geographical coverage from day one. The back-end within six months from the IT systems were required to support this delicate launch phase as they could “make or break” the clients brand. date of launch Tech Mahindra Solution Experts from Tech Mahindra set-up a launch office to manage the services roll-out in a synchronised manner. The launch office was the key to commercial launch as it managed the “launch programme” across all user groups within the client organisation. The launch office also coordinated with external entities like the sales and dealer channels to ensure availability of products within the stipulated time. Pre-Launch phase To begin with, all business processes were required to be in place prior to the commercial launch. Hence the back- end IT systems were thoroughly tested to ensure all the user facing business processes were functioning in the same manner as expected at the time of the actual launch. To ensure a successful launch, Tech Mahindra 10
  • 13. Greenfield Launch for a Tier 1 Operator in IndonesiaBusiness Needs Business Benefits Simultaneous launch of services across multiple 2nd year subscriber projections were achieved locations within 6 months from the date of launch Build a brand prior to launch synonymous to Realisation of higher sales revenue due to launch quality & innovation of 3G premium products from day one itself Penetrating the extremely crowded Indonesian Enabled a systematic roll-out of services across telecom market geographies Assuring excellent customer experience, dealer channels & call centre services from the date of launch itself Business processes to be tested as a part of launch readinessundertook the following exercise prior to the launch: Post-Launch phase Conducted a pre-launch audit across solutions Certain post-launch activities were undertaken to and processes facilitate a smooth transition to an equilibrium state of Two months pre-launch testing cycle with “business as usual”. “friendly users” A dedicated team of professionals was constituted to Key delivery resources were ramped up onsite to ensure proactive business initiatives and enhance manage any post-launch load customer experience. This team engaged the business users for continuous updates on all systems and Hardware and infrastructure teams monitored business process changes through pilots. systems 24x7 Capacity modeling and performance tuning were Launch readiness checklist was implemented and conducted on regular basis to accommodate fast tested prior to launch subscriber growth. 11
  • 14. The ClientReduced OpEx The client is in the business of broadband. It is the first company to commercially deploy DSL in the United States. They own and operate the largest national broadband network and are the key suppliers of high- bandwidth access for telecommunications services providers. Their broadband and Voice over Internet Protocol (VoIP) services are currently available in 44 states and 235 major markets, and can be purchased by more than 57 million homes and businesses. Case Summary The client was looking for a partner who could manage their NOC to control OpEx. Tech Mahindra offered a 24*7 model with rationalised team structure to support the NOC, substantially reducing OpEx, enabling improved network availability to the client. Background The client was looking for a partner who could help manage its NOC, and help in controlling their OpEx. Client has around 40,000 network elements and Tech Mahindra with its rich DDLAMs (Nokia, Samsung), WAN Switches (BPX, MGX, experience and deep expertise was SES), access multipliers, BRAS devices, management able to reduce 40% cost of a tier 1 routers-Cisco & Juniper, IP gateways, switches and splitters to be support. service provider in US Tech Mahindra offered a “right shore” model with rationalised team structure to support the NOC. Thereby reducing OpEx substantially and deployed quality improvement initiatives, providing improved network availability to the client. Tech Mahindra Solution Tech Mahindra proposed a solution that helped the client achieve their business objectives. Tech Mahindras network capabilities helped the client transition their NOC Services. The transition was completed within 8 weeks and the entire NOC is being operated out of operations center in Pune, India. A multi-phase approach was taken, which included: System Appreciation Shadowing Reverse Shadowing Steady State 12
  • 15. Network Operation Centre for the Largest Networking Company in US Business Needs Business Benefits Reduced and controlled OpEx 40% cost reduction due to OpEx transformation Process improvements 8% productivity gain Effected utilisation of resources Reduced MTTR implementing Delivery Best Practices/Improved Network Availability Besides monitoring and management, Tech Mahindra Notification of Support Teams also did the following: Engagement of appropriate support agency / Incident Management resolution group Troubleshooting and resolution of incidents Documentation Proactive/reactive maintenance/ Event/Incident documentation and updating of troubleshooting and resolution of incidents knowledge database referred by problem reports and escalation to System availability and performance level 2 teams Manage availability of the network Critical incident resolution for all network outages Coordination and Consulting Event / Problem Management Customer support group and third party vendor consultation and coordination Troubleshooting of network related problems as reported by auto ticketing or other client Product installation (e.g. firmware upgrade) proprietary tools Support Hours Diagnose / Troubleshooting network related 24*7 problem based on calls or tickets referred to the team Network Operation Centre for the Largest Networking Company in US Change Management Assist / Monitor / Validate network change activities 13
  • 16. About Tech MahindraTech Mahindra is part of the multi-billion dollar Mahindra Group, in partnership with British Telecommunications plc (BT), the worldsleading communications service provider. Focused primarily on the telecommunications industry, Tech Mahindra is a leading globalsystems integrator and business transformation consulting organisation. In 2009, Tech Mahindra expanded its IT portfolio byacquiring the leading global business and information technology services company, Mahindra Satyam (earlier known as SatyamComputer Services).Tech Mahindras capabilities spread across a broad spectrum, including Business Support Systems (BSS), Operations SupportSystems (OSS), Network Design & Engineering, Next Generation Networks, Mobility Solutions, Security Consulting and Testing. Thesolutions portfolio includes Consulting, Application Development & Management, Network Services, Solution Integration, ProductEngineering, Infrastructure Managed Services, Remote Infrastructure Management and BPO. With an array of service offerings forTSPs, TEMs and ISVs, Tech Mahindra is a chosen transformation partner for several leading wireline, wireless and broadband operatorsin Europe, Asia-Pacific and North America.Customer Speak Analyst Speak“One of our biggest business challenges was launching our Tikona Wi- “Its background in telecoms has helped Tech Mahindra develop theBro technology in an aggressive timeframe of four months. With end-to- competencies required to manage complex environments, includingend solution from Oracle and Tech Mahindra as the system integrator impressive project transition, management and governance processes,and managed services partner, we have not only achieved faster time to and stringent SLAs. Overall, we believes that the service line is very solid,market, operational efficiencies and faster customer acquisition, but also and any company aiming to reduce infrastructure management coststhe ability to quickly launch our services in multiple cities. We look and enhance productivity should look into Tech Mahindrasforward to continued support from our partners in our journey of Infrastructure Management Services.”expansion.” Leading UK based Research Firm Tarun Kumar, Chief Technology Officer, Tikona Digital Networks Awards and Accolades: AT&T Supplier Award for Distinguished and Outstanding Performance, 2010 Ranked 13th TOMS vendor worldwide in 2009, based on revenue and market share in Gartners Market Share: Telecom Operations Management Systems (BSS, OSS and SDP), Worldwide, 2007-2009, April 30, 2010 NASSCOM IT Innovator Award, 2009 for One of the Top 50 IT-BPO Innovators in India of the year 5th Largest Software Services Company in India 2009 Survey, NASSCOM For more information on Tech Mahindra’s Services, please contact: mktg@techmahindra.comGlobal ReachAfrica | Australia | Bahrain | Belgium | Canada | China | Dubai | EgyptGermany | India | Indonesia | Malaysia | New Zealand | PhilippinesSingapore | Sweden | Thailand | USA | UK www.techmahindra.comCopyright © 2010 Tech Mahindra | All rights reserved.