Program Governance Initiative Result in Better IT

Program Governance for Leading BPO Company

The Client
The client is a leading Business Processing Outsourcing
service provider in India. With a significant Clients
process base, it is one of the largest BPO service
providers in the country.

Current Situation
The client wanted to align IT Strategy to business goals &
also establishes clear responsibility & authority to
empower people to take decisions. Taking into account
the huge scale of the project, the client wanted to
establishes how the results / outcomes are measured &
puts in control mechanism to deliver the agreed services

Our Intervention
To meet the above objectives, Wipros PMO Implemented
Program Governance Initiative, with an effectiveness plan
optimal for the Situation. The major project challenges
were:
A. Challenges related to Basic Hygiene Level
o Objectives, SLA & KPIs are not clearly
known to team members
o Site specific induction kit is not updated
and resources are not inducted on latest
Induction kit
B. Challenge at Operational Level
o Review of all KPIs reports & action on any
deviations are not happening on regular
basis
Highlights
C. Challenge at Strategic Level
o Minutes of Meeting of Steering committee Client based on a highly
meeting has not tracked / uploaded in Tool scalable and modular Service
The highlights of Wipros PMO Program Governance Desk function.
solution were: 24X7 horizontal & Vertical
Implement the Governance Framework operations
To Guide the program on the framework and provide
Trained Resources for round-
Program
senior-level leadership, Governance
oversight & control Initiative the-clock
Result inmanagement
Better IT
Detailed Monitoring,
Comprehend the Program
SLA and SLMGovernance for Leading BPO Company
effectiveness and Measurement
Align Governance structure to strategic goals of the
business
Encompasses all the decision-making roles &
Internal, Restricted Ver1.0
responsibilities involved in executing the Program
Benefits
Wipros PMO developed and implemented an
efficient Program Governance Framework that
yielded several key benefits to the client such as:
Thanks and appreciate your
Percentage of Compliance at Basic extended support and focus to enhance the
Hygiene has been increased from 87% to delivery quality in our account,
100% Need your help in enabling initiatives at other
regions as well

Percentage of Compliance at National Program Manager

Operational / Program Level sustained at
95%

Percentage of Compliance at Strategic

Level has been increased from 75% to
100%

Percentage of Compliance at Overall

Internal, Restricted Ver1.0