TBR Wipro Org Redesign

8/13/2019 TBR Wipro Org Redesign

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1 Wipro Whitepaper | January 2012 Technology BusinessResearch Inc.

Defining processexcellencewith Wipro ITrgani!ation

Re"esi

gnJanuary2012


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TBRT ECH N O LO G Y B U SIN ESS RESEARCH , IN C.


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2 Wipro Whitepaper | January Technology Business

Contents....2

Introduction......3

Wipros Principles of Effective OrganizationalStructure ....3

Wipros IT Organization edesign Overvie!...."

Wipros IT Organization edesign #ra$e!or%.&

Wipros IT Organization edesign Capa'ilities.(

Critical Success #actors.......)

In Su$$ar*.++

,'out Wipro.

....++

,'out T-.++


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# Wipro Whitepaper | January Technology Business

Wipro Consulting Services IT Organization

edesignCrafting a long/ter$ strateg* foroperational efficienc*

Toda*s econo$ic cli$ate e0poses inefficiencies in practices across ITorganizations1 eigtening te need to consolidate s*ste$s1 eli$inateredundancies and $ini$ize inconsistent $etodologies for long/ter$gro!t.

T- Position

andE0ecutiveSu$$ar*

Wipro has i"entifie"opportunities topro$i"e roa"%apsolutions for the"esign an"i%ple%entation ofstrategic IT acrossan organi!ation to

"ri$e efficienciesfor clients. Wipro isco%&ining costsa$ings withi"entifyingprocesses to scaleglo&ally in supportof growth "ri$ing itsre"esignengage%ents.

'hallenges clientsface inclu"e

i%pro$ing agility(ser$ice le$elagree%ents )*+,s-or successoutco%es(&usiness $aluean" i"entifyingcost sa$ings

opportunities to the client. TBR &elie$es clients recogni!e

Wipros $alue proposition inre"esigning IT processesfor the long ter% an" are capitali!ing on new opportunities tostrategically cut costs an" i%pro$e IT effecti$eness


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/ Wipro Whitepaper | January Technology Business

Intro

duction

The nee" to "ri$e %ore

effecti$e &usiness

"ecisions an" le$erage

IT for efficiency(

co%pels enterpriseorgani!ations to

un"ertae initiati$es to

i%pro$e out"ate"

syste%s an" processes

while eli%inating costs.

To achie$e these goals(

organi!ations are

re"esigning their IT

"epart%ents to

esta&lish sustaina&le

co%petiti$ea"$antages( such as

enhance" custo%er

ser$ice uality.

nterprises are

le$eraging IT

organi!ation re"esign

pro3ects to facilitate

large4scale &usiness

transfor%ation(

acuisition integrations

an" opti%i!ation of

&usiness processoutsourcing.

TBR &elie$es

organi!ations across all

in"ustries recogni!e the

nee" to approach IT

organi!ation

i%pro$e%ents fro% e$ery angle to ensure platfor% sta&ility

an" flexi&ility. ,""itionally( we &elie$e organi!ations are

&eco%ing increasingly aware of the i%portance of %anaging

&usiness transfor%ation an" %erger integration through IT

organi!ation re"esign. *uch a co%prehensi$e approach allows

organi!ations to %ore easily a"3ust to $olatile %aret con"itions

&y integrating the IT organi!ation into the &usiness %o"el an"

pro$i"ing tools to effecti$ely support the &roa"er enterprise.

While cost au"its often focus on the IT organi!ation cost center

where spen"ing cuts ought to &e %a"e( TBR &elie$es the %ost

inno$ati$e organi!ations increase IT in$est%ents that "ri$e

%ore efficient operations for &enefits "uring "ownturns an"

e$entual reco$ery. Wi"esprea" "e%an" for IT organi!ation

re"esign has conseuently increase" significantly since the

"ownturn an" has persiste" throughout the gra"ual econo%ic

reco$ery.

Wipros well4foun"e" IT organi!ation re"esign practice le$erages

expertise in &oth technical an" $ertical in"ustries. The

co%&ination of this expertise with the co%panys co%%an" of

+ean an" *ix *ig%a %etho"ologies positions the fir% as a

&usiness IT consulting partner that ena&les clients to rapi"ly cli%&

the $alue chain. Wipros process re"esign nowle"ge expertise

an" capa&ilities( as well as its orientation towar" stan"ar"i!ation

an" fra%ewors %etho"ologies( ena&le it to "eli$er a client4

facing( co%prehensi$e solution for IT organi!ation re"esign that

offers &enefits at all le$els of the organi!ation.


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Case Stud*

-an%ing and

#inancialServices 4C in4ort ,$erica

The technology"epart%ent for a line of&usiness for the 56'lace" scale to %eetincrease" "e%an". Ina""ition( the "epart%entlace" coor"ination atthe glo&alle$el( ha" a high

a%ount of rewor an"the uality of its"eli$era&les wasinconsistent.

Wipro aligne" ser$icesto &usiness "efinitions(carrie"4 out en"4to4en"ser$ice "eli$eryanalysis( segregate"core an" non4coreacti$ities an""e$elope" a flexi&le

an" +ean "eli$ery%o"el to cur&expenses.

,s a result( Wipropro$i"e" the "epart%entwith a7

Reengineere""eli$ery %o"el thatis scala&le an"supports increases in"e%an" with littlei%pact on costs

8lexi&le operating%o"el *et of"efinitions an"reco%%en"ationsfor functions an"rolesRoa"%ap for

Case Stud*

Wipro 'ringsoperational 'est

practices to a5oint venture'et!een a leadingoil refiner* and ace$icalsprovider

n co%pletion of the3oint $enture( the twoorgani!ations create" asingle internal ITser$ices "epart%ent to

replace a syste% inwhich one co%panys IT"epart%ent co$ere"&oth co%panies. Thechallenge was torestructure the IT"epart%ent an" alignthe process with&usiness nee"swhile continuingoperationsuni%pe"e".

Wipro was &rought into i"entify roles an"responsi&ilities forwhich it use"go$ernance &estpractices to generate a%ore unifor% processfor operations. Theco%panyi"entifie" new ser$ice"eli$ery %o"els toi%pro$e IT ser$iceofferings.

,s a result of Wiprosassistance there is now7

,n IT organi!ationstructure( inclu"ing"etaile" 3o&"escriptions,n outsourcing

strategy, roa"%ap to i%ple%ent ITgo$ernance

I* 29001 co%pliant proce"ures an" policies


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WiprosPrinciplesofEffectiveOrganizati

onalStructure

Wipro initiates IT

organi!ation re"esign &y

exa%ining the state of a

co%panys organi!ational

structure( le$eraging its

principles of an effecti$e

organi!ational structure to

"eter%ine areas where

operational effecti$eness

can &e enhance". Wiproapplies its nowle"ge

of organi!ational

structure to IT re"esign

engage%ents to ensure

that any propose" changes

to an organi!ations IT

en$iron%ent support the

goals( processes an"

strategies that typify each

le$el an" "i$ision of that

organi!ation. The

consulting approach

e%phasi!es goal align%ent

at all phases of the IT

organi!ation "esign

process to ensure any

changes to an entitys IT

organi!ation synergi!e

across all organi!ational

le$els. Wipro highlights six

principles it applies to

"e$elop an effecti$e

organi!ational structurethat can carry out

transfor%ational IT

re"esign &y uni$ersally

connecting all ey

operational seg%ents of

the client organi!ation.

+. S%ills/'ased !or% assign$ents *eparating

e%ployees &ase" on sills an" capa&ilities allows the

organi!ation to effecti$ely plan an" utili!e the right

e%ployees( %ini%i!ing excess training an" "ownti%e

an" re"ucing errors %a"e while transitioning fro% one

process to the next. This separation contri&utes to

agility an" scala&ility( allowing client organi!ations to

ra%p up or ra%p "own efforts &ase" on "e%an".

2. Sared operations troug 5o' cards and service

re6uests +e$eraging share" operations allows the

organi!ation to align tea%s centrally for focal areas(

inclu"ing types of technology an" types of reuest

or function or other &un"ling options. rgani!ations can

reuest han"ling through 3o& car"s an" ser$ice reuests

In line with ser$ice catalogs an" ser$ice le$el

agree%ents( ser$ing to &alance worloa"s with %ini%u%

an" %axi%u% threshol"s on utili!ation le$els for

e%ployees.

3. #le0i'le operations By i"entifying a &alance" %ix of

core an" flexi&le resources as a strategic co%ponent of

scala&le operations( clients can %aintain a stan"ar" &ase

of e%ployees to run &aseline operations( or aug%ent

with an a"apti$e worforce "uring pea perio"s for

efficient an" effecti$e ra%p4up. Wipros pti%u% *ill

:ersatility In"ex ena&les clients to un"erstan" reuire"

sills across resources that help the% re%ain prepare"

an" flexi&le &y classifying resources into groups or tea%s

&ase" on specific technology focus an" functionality.

7. 8e$and $anage$ent De%an" %anage%ent

ena&les organi!ations to "e$elop rolling pro"uction

sche"ules that capture &aseline "e%an"( an" then

le$erage econo%ies of scale an" "i$ersifie" ser$ices

catalogs to offset "e%an" fluctuations that arise fro%

inaccurate forecasts an" unpre"icte" spies. ;ro"uction

;lanning an" 'ontrol %echanis%s with &aseline an"

pro3ecte" "e%an" help esta&lish $aria&le "e%an"


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Case Stud*

9arge Insurance4C in4ort ,$erica

To &etter un"erstan"how to %eet "e%an"an" "eter%ine the &estgrowth "ri$ers( the 56'enliste" Wipro to"e$elop worforceco%petency an" share"ser$ices that willi%pro$e operations.Through worshops an"reco%%en"ations(Wipro i"entifie" 19

structural gaps withinthe operating %o"el&loc. ,""itionally(Wipro reco%%en"e"achie$e%ent targets forthe IT organi!ation an"the nee" for ITtransfor%ation pri%arilyin its %anage%ent(which is a centralfunction.

Wipro "e$elope" aroa"%ap for IT

organi!ationtransfor%ation. The$en"ors uic pilotswithin a li%ite" scopeof the organi!ation

en$iron%ents.

:. Opti$ization of ;Cost of Service


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,s the a&o$e graph "escri&es( Wipro asserts that lea"ership is the

pri%ary co%ponent reuire" in an effecti$e organi!ation re"esign.

+ea"ers %ust possess a clear $ision of the e$olution an" &e

a&le to prioriti!e tass to e%power the worforce an"

%oti$ate the troops &ehin" %anage%ents transfor%ational

agen"a of retooling the IT organi!ation. 'ohesion in the

lea"ership tea% is essential( an" Wipro &elie$es it is the tie that

&in"s a transfor%ation an" lea"s


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Case Stud*

9arge Insurance#ir$

The insuranceco%pany ha" %ultiplefra%ewors(go$ernance%echanis%s an"re"un"ant processesspanning its fi$e$erticals. Despiteworing with se$eralconsulting fir%s( theco%pany was una&leto achie$e its "esire"process goals.

Wipro was &rought inan" esta&lishe" a;rocess =o$ernance'ouncil );'=- acrossthe fi$e $erticals(which ensure cross4functional processownership. Ina""ition Wipro

"esigne" the ;rocess >?uality organi!ationan" a ;rocess 8actory%o"el with a single?uality 5anage%ent*yste% )?5*-.

,s a result of Wiprosefforts( the clientachie$e" /0@ costsa$ings o$er atra"itional ?5*.

efforts fro% i"ea creation to i%ple%entation. Just as lea"ers

reuire e%ployees to &e flexi&le as IT organi!ations un"ergo

operational i%pro$e%ents an" process shifts( lea"ers %ust

possess the capacity for change an" %ust stan" &y their

%essage.

'lear "ecision %aing an" structure is the secon" co%ponent ofeffecti$e organi!ation "esigns( as roles an" accounta&ility

for "ecisions %ust &e transparent( clearly articulate" an"

un"erstoo" to esta&lish ownership of the transfor%ation.

rgani!ational structure %ust support o$erall o&3ecti$es of

consoli"ation or restructuring to pro$i"e a chain of co%%an" that

affor"s a clear path for inuiries an" clarity into each layer of the

organi!ation.

;eople constitute the thir" pillar of effecti$e organi!ation "esign(

as successful re"esign hinges on the capa&ilities of e%ployees to

perfor% &oth in"i$i"ually an" collecti$ely as an organi!ation. To

"ri$e pro"ucti$ity an" e%ployee satisfaction "uring tur&ulentti%es( Wipro &elie$es lea"ers %ust i%ple%ent perfor%ance

%easures an" incenti$es that closely align with corporate

o&3ecti$es.


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$ery "ifferent( an" ha$e "ifferent ser$icereuire%ents )resulting in "ifferent progra%spro$i"e"-

*


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Case Stud*

9arge Credit

Card#ir$

The cre"it car"co%panys IT"epart%ent wascostly( lace" cross4functional ownershipan" ha" re"un"anttools.

Wipro esta&lishe" a

;rocess xcellenceffice an"consoli"ate" theser$ice "es &yser$ice catalog(*+,s( +,s an"


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%etho"ology to

tacling IT organi!ation

re"esign.


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Case Stud*

4C -an%ingInstitution

,fter announcing thereorgani!ation of its ITorgani!ations corporate"irect reports structureas well as a %a3orconsoli"ation of itsenterprise4wi"e &usinessapplications the 56'&aning institutionselecte" Wipro to"e$elop a roa"%ap for

restructuring itsapplications an" ITinfrastructure into ashare" ser$ice %o"el.

To facilitate thereorgani!ation process(Wipro con"ucte"inter$iews with eyapplications users an"analy!e" 3o& sills(functions an" processesto assess the connecti$ity&etween occupation an"IT applications. Wipro also

exa%ine" the synergies&etween organi!ational ITprocesses an" assesse"the clients IT goals(go$ernance an""epart%entali%pro$e%ent initiati$es.


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WiprosIT

Organizationedesign#ra$

e!or%

To "esign a roa"%ap for

transfor%ation fro%

legacy operations to a

strea%line"

organi!ational platfor%(

Wipro le$erages its fi$e4

tiere" organi!ational

re"esign fra%ewor. To

ensure IT re"esign effortsalign across all ele%ents

of an organi!ation( Wipro

applies the &uil"ing

&locs outline" a&o$e

across fi$e fun"a%ental

organi!ational layers7

#ra$e!or%=uide To Set >pService Oriented-usiness >nit

Strateg* ?Structure

Des ign an" strucines s

*egrega te $alue "

n" seg%ent into co

8lex pool of res ou

lows opti %u% uti li

;ro"ucti $e align

Process ?8eliver*

3odels

2n"4to4en" $alue analysis of ser$i ce "el i$ery proces ses

?ua nti tati$e analysis to set( %ea sure an" pl anproces s( "el i$ery( ua lity an" cos t i%pro$e%ents

%&e" prototypi ng an" other rel e$a nt agile %etho"s to

People ? S%ills

I"enti fy &es t in4cl ass res ources an" appropri a

tel y alloca te to functi ons

'rea te "e"i cate" ' s &ase" on functi ona l an" tasexperti se

;ro$i "e tra ini ng to &alance capacity an" "e%a n"

Culture ?

Co$$unica

tion

,s ses s rea "i nes s of orga ni !ation for cha nge

'rea te a co%%uni cation fra %ewor0

'l early "efi ne goa ls an" o&3 ecti $es for each rol e

;ro$i "e on4&oa r"i ngA tra ini ng on ser$i ce4ori ente" &us i

nes s %o"el for tea % %e%&ers

Tec2nolog*

Infrastructure

;ro$i sion of appropri ate technol ogy tool s to s

upport softwa re "e$el op%ent life cycl e( confi gura ti

*


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Wipros IT Organization edesignCapa'ilities

Wipro shapes IT organi!ation re"esign offerings aroun" itsesta&lishe" fra%ewors an" %etho"ologies( as well as its

perceptions of the in"ustry4le$el tren"s i%pacting the

effecti$eness of organi!ational IT syste%s an" processes. Wipro

i"entifies specific areas constricting growth potential for clients

through a re$iew of their IT structures. Wipros fin"ings re$eal

that accepte" practices %ust &e fun"a%entally change" to lay a

foun"ation for new a$enues to growth. There are three typical

focus areas that %ust &e a""resse" to esta&lish a soli" fra%ewor

for growth7

1. Inflexi&le operating %o"els that contri&ute to inefficiencies

as operations respon" to $arying le$els of client "e%an"2. +i%ite" participation of IT as a strategic influencer of

technology4"ri$en &usiness growth

#. Di$ersification an" &roa" "istri&ution of IT ser$ices an"support across the

organi!ation that li%it the organi!ations a&ility to createsynergy.

Wipros IT organi!ation re"esign capa&ilities are supporte" &y its

well4esta&lishe" &ase of consulting resources. Wipros ca"re of

high4$alue consulting expertise is central to its highly speciali!e"(

$ertical4specific IT organi!ation re"esign offerings. The practice

has o$er E0 B;5 consultants with expertise that spans &usinessstrategy( organi!ational structure planning an" IT organi!ation

"esign. 'onsultants are certifie" in areas such as ITI+( 'BIT(

:alIT( '55i( ;RI6'2( an" +ean an" *ix *ig%a %etho"ologies.

Wipros consultants ha$e esta&lishe" practical experience in IT

organi!ation re"esign through participating in o$er #F

engage%ents with clients across $ertical in"ustries.

Wipro 'onsulting *er$ices IT rgani!ation Re"esign practice

targets 8ortune F00 co%panies across the glo&e with o$er E0G

experience" consultants with a uniue &len" of Business an" IT

"o%ain expertise. Wipros %etho"ology ai%s at transfor%ing

glo&al organi!ations an" "eter%ining what shoul" &e local $ersusglo&al.

Critical Success#actors


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Wipro treats each IT organi!ation re"esign engage%ent

separately( as the goals( interconnecte"ness of IT processes an"

syste%s( an" the characteristics of a gi$en organi!ations

operational strategies generally necessitate uniue( client4tailore"

approaches to the transfor%ation process. Transfor%ing an

organi!ation co%es with critical pi$ot points lea"ers %ust &e

cogni!ant of to ste% failure at all stages of re"esign. Wipros IT

organi!ation re"esign outlines three critical success factors


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that ena&le successful transfor%ation an" consoli"ation to &uil"an efficient IT

operatingunit7

+. >tilize a co$preensive design approac1 including

strateg* processes and people considerations'learly "efine" go$ernance( responsi&ilities an" ser$ice

le$els for a centrali!e" IT organi!ation is essential for

un"erstan"ing current organi!ational processes an"

functions an" "eter%ining areas that shoul" &e

reshape" to successfully transfor% the &usiness. In

"oing so Wipro assesses current processes(

applicationAreuest lifecycles an" worflow %aturity

le$els to e$aluate organi!ational rea"iness. ;roper scale

to capture synergies( sill pooling an" operational

efficiencies %ust &e un"erstoo" an" set in place( in

a""ition to creating %utually aligne" o&3ecti$es an"

priorities.

2. #ocus on process e0cellence1 ongoing

6ualit* and service i$prove$ent Best practices

an" co%pliance with in"ustry stan"ar"s are essential for

continuous high efficiency an" inclu"e such ele%ents as

'55I an" ITI+. To stri$e for opti%al efficiency an" lower

operational costs an" higher throughput( organi!ations

%ust continually a"opt i%pro$e" stan"ar"s an"

processes( allowing for the cost an" uality &enefits to &e

translate" to the client. By setting realistic( achie$a&le

near4ter% an" long4ter% goals( organi!ations can

continually i%pro$e their organi!ational effecti$enesswhile %aintaining a "iscipline" approach through a step4

&y4step i%pro$e%ent progra%. ,s a result organi!ations

will &e a&le to sprea" a culture of ser$ice excellence an"

continual uality i%pro$e%ents to e%ployees( helping to

%oti$ate an" sustain co%pany growth.

3. 8evelop staged i$ple$entation road$aps

according to te organizations cange

readiness rgani!ations nee" a plan of action

"e$eloping a co%plete roa" %ap to organi!ation

transfor%ation can re"uce the ris of set&acs along the

way. The shift to new platfor%s %ust &e articulate" tothose responsi&le for %anaging an" %aintaining IT

operational areas to help facilitate the organi!ational

shift. Ris analysis %easures an" re4e$aluating

particular changes are an i%perati$e part of the roa"4

%apping process to pre$ent organi!ations fro% engaging

in o$erly co%plex IT shifts that %ay ha$e a %ore


19/21

"etri%ental i%pact on operations or costs than their

potential positi$e i%pact. ,s organi!ations pursue

transfor%ation( %easures %ust &e taen to reach a

le$el of change rea"iness where there is a strong

un"erstan"ing of what nee"s to &e a""resse" an" how.

,s organi!ational IT transfor%ations &eco%e increasingly

co%plex( with new inno$ations an" %ore a"$ance"

stan"ar"s( change awareness will &e a lea"ing factor in

"eter%ining the le$el of success an organi!ation can

achie$e through the process.


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InSu$$ar*

Wipros "e$elope" IT organi!ation re"esign capa&ilities are the

result of un"erstan"ing a &roa" spectru% of re"esign strategies

as well as its "e$elop%ent of stan"ar"i!e" fra%ewors(

un"erpinne" &y experience in such engage%ents. Wipro has a full

range of solution sets an" i%ple%entation tools reuire" to gain

traction in this fast4"e$eloping %aretplace &ase" on esta&lishe"

%etho"ologies an" strategic partnerships. TBR &elie$es Wipros IT

organi!ation re"esign ser$ices are &usiness i%perati$es(

reinforce" &y a growing nu%&er of &oth clou" an" %o&ility

initiati$es in "ay4to4"ay operations of a co%panys &usiness.

These engage%ents will trigger )an" &e triggere" &y- a nee"

to re&uil" the IT organi!ation with the least a%ount of

"isruption while %axi%i!ing flexi&ility an" taing a"$antage ofi%pro$e%ents in %o"ularity. TBR &elie$es Wipros

esta&lishe" portfolio of solutions an" ser$ices( tie" in with its

strong alliances( position the pro$i"er well to increase its

%aret share in the IT organi!ation re"esign seg%ent.

,'outWipro

Client

Wipro Technologies( the glo&al IT &usiness of Wipro +i%ite"

)6H*7WIT- is a lea"ing Infor%ation Technology( 'onsulting an"

utsourcing co%pany( that "eli$ers solutions to ena&le its clients

"o &usiness &etter. Wipro Technologies "eli$ers winning &usiness

outco%es through its "eep in"ustry experience an" a

#E0 "egree $iew of Business through Technology helping clients create

successful an" a"apti$e &usinesses. , co%pany recogni!e"

glo&ally for its co%prehensi$e portfolio of ser$ices( a

practitionerKs approach to "eli$ering inno$ation an" an

organi!ation wi"e co%%it%ent to sustaina&ility( Wipro

Technologies has 120(000 e%ployees an" clients across F/countries.

,'outT-

Technology Business Research( Inc. is a lea"ing in"epen"enttechnology %aret research an" consulting fir% speciali!ing in


21/21

the &usiness an" financial analyses of har"ware( software(networing euip%ent( wireless( portal an" professionalser$ices $en"ors. *er$ing a glo&al clientele( TBR pro$i"es ti%elyan" accurate %aret research an" &usiness intelligence in afor%at that is uniuely tailore" to clients nee"s. TBR analystsare a$aila&le to further a""ress client4specific issues or

infor%ation nee"s on an inuiry or proprietary consulting &asis.

#or oreInfor$ation

TBR has &een e%powering corporate "ecision %aers since1LLE. 8or %ore infor%ation( $isit w ww .t & ri.c o %.
http://www.tbri.com/http://www.tbri.com/http://www.tbri.com/

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