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| Delivery Transformation Reference Model - Process Improvement Framework for Infrastructure Service Line |
Manish Rathi, Service Quality Assurance Manager, Guru Prasad, Service Delivery Manager, Sobhita Phadnis, Software Quality Assurance Manager, Anil Kumar Davuluri, Management Consultant and Anand Prakash, Head Quality (TIS)
Wipro Technologies |
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In this competitive world, customer centricity is the differentiator. Slowly the value-adds are moving from “delighters” to “must-have’s”. The paper discusses about a program that establishes both Service Delivery Maturity Model and Delivery Transformation Reference Model, towards aligning the service delivery with the business goals and end to end customer satisfaction.
The transformation model leverages best of various standards and process frameworks like ITIL, Lean, Six Sigma, Six Thinking Hats, 7-step Improvement, DIKW, etc along with the internalized best practices within the organization to demonstrate transformation at both micro and macro level, to arrive at the best Hybrid Model for successful implementation of Transformation. Transformation model demonstrates step by step progressive implementation approach which can be replicated by any business unit, resulting in non-linear growth. |
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Manish Rathi is ITIL v2 Master and ITIL v3 Certified. He is an NLDIMSR PGDBM aluminous with a graduate degree in Computer Engineering.
Guru Prasad comes with over 10 years of experience in Manufacturing and IT Industry. He is a certified PMP, ITIL V2 foundation certified, TOGAF certified and member of PMI. He is a Bachelor of Electrical Engineer.
Sobhita Phadnis is a PMI certified PMP, ITIL V3, black belt in six sigma and certified in Lean Tenets and Six thinking hats method. She is a Bachelor of Engineering in Instrumentation field. She comes with a decade of association with the IT industry in various roles in Project Management, Quality Assurance for software and and services.
Anil Kumar Davuluri comes with over 8 years of experience in R & D, Quality and Management Consulting catering multiple domains like Research, Manufacturing and IT. He is a member of IEEE, six sigma black belt and an IISc aluminous with an MS research in Electrical & Communication Engineering.
Anand Prakash comes with over two decades of association with IT industry. He is lead auditor, assessor for ISO 9000, CMMI, TL9000, ISO 20K and ISO 27000. He is a ITIL V3 foundation certified, six sigma black belt, certified lean tenets and six thinking hats method, and a member of ITSMF. He is an IIT aluminous with graduate degree in Electronics and Communication Engineering.
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