Lean@Work

Issue -36

Client:
The Client is a commercial Bank which has steadily built Corporate and Institutional Banking, Financial Markets,
Investment Banking, Corporate Finance, Branch Banking, Transaction Banking and Wealth Management business
lines across the country, and is well equipped to offer a range of products and services to corporate and retail
customers.

Background:
Wipro provides L1 and L2 level support covering 120 applications which are ITIL complied Service Delivery Model.
Team is based at Onsite location handling Incidents and Service Request. The Service Request calls contributes
45% of total tickets received in Application domain. Wipro has penalty/Reward KPI signed with the Client for
Service Request resolution SLA performance and agreed to meet target of 95% to have no penalty and above
97% to have rewards.

Challenges:

SOW agreements against the actual support structure & team structure

Lack of adherence to Ticket Handling process, Tools configurations with respect to SLA mapping and
different application categories, were the major challenges in execution of the project.

Solution:
Lean methodologies were used to identify the gaps and come up with a solution. The Following Lean tenets were
used which yielded desired result.

Sr.
No.
1

Lean Tenet /
Tools
Go See
Yourself

5S

Key Actions
Team has psychically visited the floor and
observed the current challenges

The observations are

Lack of Ticket Handling, ticket assignment
and overall ticket workflow process
Current Team structure was not able to
distribute the tickets load equally
E-Helpline Ticket Tool configuration was not
correct
SOW agreement requires modifications for
Severity agreed against Service Request

Mistake
Proofing

Visual
Controls

Results

Removed invalid classifications for

Application Service Request
Addition of new classification in Service
Request module to enable correct ticket
categorization
Re-configured SLA mapping for accurate
TAT and enhanced SLA achievement
Standardization of TAT for all 6 Towers
Service types of application domain
Introduced a new process for handling FCR
Data requests for scripts which needs
customization to extract the reports
During Review meeting with the Client, it
was agreed and signed off to remove S1,
S2 and S3 severity levels from Tools
configuration against SOW agreement
Only S4 severity to be configured for all
service requests of application domain
with S4 TAT of SOW
Monthly tools audit to be performed to
ensure adherence to revised SLA and
severity levels
Daily dashboard on SLA and pending calls
with team is circulated to stakeholders
Identified the matrix to show individual
resource performance and analysis carried
out to check on resource efficiency,
ensuring no tickets are SLA breached
Hourly tickets inflow analyzed on monthly
basis and circulated to the stakeholder to
ensure equal load balancing of Service
requests logged and accordingly shift plan
has been revised

5s helped in accurate SLA / TAT mapping to

all 6 towers of application domain in
ticketing tool
Addition of missing classifications and
removal of invalid classifications helped in
Correct ticket categorization and help to
reduce wrong call categorization
Team was able to achieve above target SLA
with calls resolution in TAT
Standardize the process for handling FCR
data request tickets
Severity level mapping to all service requests
as per ITIL best practices
Improved SLA performance by removal of
other severity levels of service requests

Improved Resource Productivity

Reduction in SLA Breach
Equal ticket distribution for better SLA
achievement

Benefits:

SLA achievement above 95% of SOW agreement

Zero Penalty for Application Service Requests

Reduction in end-user escalations due to timely request closure

Financial benefits in terms of rewards (3% of monthly contract value) for achievement above SLA Target

Team Members:
Ravi Kumar Pandey, Manish Gupta, Binita Sinha, Pallavi Oak