I had created a capability showcasing Presentation to bring a Support project from Israel to India

1. Information Security Level 2 – Sensitive © 2009 – Proprietary and Confidential Information of Amdocs
Team Quality Initiative & Execution
By – Deepraj Pathak
Date - 26-September 2010

2. 2 Information Security Level 2 – Sensitive © 2009 – Proprietary and Confidential Information of Amdocs
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Quality Speaks in reality
“Quality is never an accident;
it is always the result of intelligent effort.”
- John
Ruskin

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Need
The Ordering Team L2 Support was
migrated from Israel to DVCI mainly due
to reduce the cost of operation while
maintaining same level of support.

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Business Process Re-engineering
> If we always think about quality but don’t
re-engineer our existing Business Process then
quality can’t be improved.
> We as a team have successfully done that, so
we are able to deliver quality work continuously
as a habit.
> As quality is the image of any business unit
depicted in customer’s mind, so we are able to
make them more than satisfied.

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Points on which we worked during BPR
> Cost Reduction
> Maintaining Same Level of Support
> Bridging the Time Gap
> Reducing the Consultation with L3 team
> Quality Work
> Making Our Customer Immensely Satisfied

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Initiatives Taken
 We chalk out our plan in a SMART way.
 We found out the right people for making DVCI L2 team
in terms of excellence & will power to take the
ownership.
 Knowledge Transfers were done to DVCI L2 team
properly within only 3 weeks of time which usually takes
3 months.
 Inspite of the short training & unanticipated increase in
case inflow the team managed to ramp up the
knowledge & also achieve quality targets.

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Objective
 Short Term Objective:
To achieve the capability to sustain the support process
without affecting the level of service to customers & not
allowing the backlog to go beyond the unprecedented
level.
 Long Term Objective:
To become the “Go To” team for all ordering related
issues, ensuring a support level which exceeds
customers expectation.

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Benefits as the outcome of BPR
Dependable & Reliable Solution making Factory for all
ordering related issues under one roof
What APS benefits:
 Operational Cost is much less than before
 Getting Much More Customer Satisfactions
 360-degree support objective for end customers
What Customer benefits:
 Faster response time for ordering related issues.
 One stop shop for all ordering related issues
 Value for money against MR paid to Amdocs.

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Milestones
1. Efforts invested: 1 MM spent in Q2/Q3-2010
to conceptualize & solve the
problem
2. Make it possible: ~ 3 weeks in Q4-2010 to
integrate with Amdocs Log
Explorer (part of AMC) to deliver
to customers.
3. Control Gate: Maintainability & knowledge
distribution will be goal for FY11
4. E-learning: To-do by end Q4-2010

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We are listening
Questions
?

11. Thank you