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| Case Study |
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Leveraging Six Sigma for performance improvement
in IT Infrastructure Management |
Using Patni's Six Sigma expertise, a leading financial services organization improved IT
infrastructure performance and achieved annual savings of over CAD $500,000.
The Client
The client is a leading financial services organization providing a diverse range of investment and insurance products and services. Headquartered in Canada, the client and its partners serve individual and business customers in many key markets worldwide.
The Challenge
Typical of huge financial services providers, the client had a service
environment with a network of 24x7 customer contact centers spread
across several global locations. This elaborate service network was
supported by a state-of-the-art IT infrastructure, which was managed by
the Infrastructure Management Services group. The group was also
responsible for supporting the internal mission critical business
operations.
Managing such a large IT infrastructure was more challenging due to the
global nature of the service environment, and the corresponding
complex service levels for varied customer segments and internal
operations. Additionally, the client continuously faced recurring
performance issues such as delays in turnaround time, service quality
defects and increase in outage/severity issues. Periodic quality audits
and reviews suffered because of undue pressure of troubleshooting,
process inefficiencies and infrastructure bottlenecks.
While the client's Corporate Services function had carried out several
improvement initiatives to address these challenges, the attempts could
not yield long-term, prominent results. In an effort to put a permanent
solution in place, the client identified Six Sigma methodology to bring out
an effective performance improvement in its IT Infrastructure
operations.
However, with inadequate expertise in Six Sigma methodology, the client
faced a huge challenge in setting up a robust Six Sigma infrastructure.
Hence, the client decided to partner with a vendor who exhibited
thorough expertise in Six Sigma coupled with demonstrated experience
in diverse client-projects.
The Solution
The client chose Patni for setting-up and rolling-out its Six Sigma initiative. To help the
client achieve its objective of identifying the root causes for defects and process-related
inefficiencies, Patni embarked upon a comprehensive performance improvement
roadmap along with a Six Sigma training program for the client's key resources.
The Six Sigma program was launched in a focused span of 11 weeks with 12 improvement
projects from different functional and operations areas. Patni provided a blended-shore
delivery model that consisted of an optimum mix of offshore and onsite support.
The key activities performed in the engagement were:
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Conducting Six Sigma Executive Overview workshop for the senior
management |
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Conducting Six Sigma Executive Overview workshop for the senior
management |
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Initiating improvement projects in different process areas that were
aligned to business goals |
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Identifying high impact projects that could be executed using Six Sigma
methodology |
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Helping the client focus on achieving business results by applying
DMAIC/ DFSS methodologies reinforced by Patni's five-step Business
Excellence methodology |
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Catalyzing commitment across levels and developing Six Sigma
capability through:
- Champions Workshop for the sponsors of the improvement
projects
- Green Belt training for the identified group |
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Devising a project governance mechanism based on Six Sigma
milestones and expected results. |
The Benefits
Patni's solution helped the client to identify, analyze and zero in on the root cause for
defects. Each of the projects identified for improvement promised both tangible and
intangible gains. The significant intangible benefits included improved customer and
employee satisfaction, and better resource utilization. Some of the opportunities that
assured immediate tangible gains included:
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Overall, 12 projects were identified with savings potential of over CAD $500,000
Annual savings of CAD $3,00,000 through reduction in web outage duration from 3125
minutes per year to 1500 minutes per year |
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Savings of CAD $23,635 through reduction in telephony related high severity
problems in the call centre from six per year to zero |
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Savings of CAD $1,43,338 through reduction in high severity problems due to business
process/human errors from 19 to 7 |
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Savings of CAD $13,340 through reduction in repetitive security related calls by 50 %. |
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