Knowledge Management Assignmnet

1. SUBMITED BY:
Khushboo Kumari
A-19
Batch 2015-17
Knowledge Management
Process followed in
WNS

2. About the Company
 WNS is a global Business Process Management (BPM) leader. It delivers an entire
spectrum of BPM services in customer interaction services, finance and accounting,
human resource, research and analytics, technology solutions and industry-specific
processes.
They offer business value to 200+ clients around the world by combining operational
excellence with deep domain expertise in key industry verticals, including :
Banking Healthcare Retail
Consulting
Etc.

3. Standard Industrial Process followed In WNS
They have adapted a customised version of Lean tool and ISO to
streamline their working and improve their efficiency.
DEPARTMENT : Operations
SUB-TEAM : Commercial analytics and
forecasting

4. The core idea is to maximize customer
value while minimizing waste. Simply, lean means
creating more value for customers with fewer
resources
WNS as a service provider could not incorporate the whole process in its
original form, so to make it more effective they have defined the purpose
and scope of the tool which are relevant to their team.

5. Customised version of Lean tool
Customisation to Lean was done firstly, to reduce the clutter and
have a defined structures approach towards file handling
Secondly, they restricted the scope of the process only towards the
folder structure and the workstations of the individual not to the
whole organisation as different teams in WNS have different
requirements.

6. Benefits of Customised Lean to WNS
Following a regular standard folder structure have reduced
time to search for a file related to a project
Encouraging people not to keep multiple versions of files
and keep only relevant files, has reduced the inventory of
the files and eliminated confusion
Instead of keeping files in personal computer, files are being
kept in a common share so that anyone (only authorised) can
access these files
It has reduced the server space utilisation by the team.

7. Reduced the dependency on the people and they have
moved from people driven to a process driven team.
Several visual displays have been used in the team which
has helped them to gauge the situation of the team
without even contacting the team
Putting label on the people workstations for the
appropriate objects to be kept has helped them to remove
the cutter from the workstation
By doing regular audits of the process has helped them to
sustain the whole process for a longer time and employ
sensitive to the process.
Benefits of Customised Lean to WNS

8. Quality and Operational efficiency of Lean is
ensured by :
Apart from doing regular audits by the team itself they also have
hired external agencies to keep a tap on the process which suggest
to them any changes the process required from time to time

9. Benefits of ISO to WNS
In ISO they do quality check of each report which is being delivered to the client
and they also maintain a log to enter the list of errors reported during the quality
check.
After quality check root cause analysis (RCA) is being done to identify the reason of
the error and try to eliminate such errors in future reports.