Tata Communications Ltd. (formerly VSNL) is a leading provider of international Telecom and Internet
Services. The company serves diverse customers and markets from offices in 80 cities across 40 countries. With a comprehensive portfolio, the company offers services in transmission, IP, converged voice, mobility, managed network connectivity, data centers, communications solutions and business transformation for global and Indian enterprises and service providers, as well as broadband and content services to Indian consumers.
The company was in the midst of a major organizational restructuring owing to a change of ownership which led the company to the private sector. This implied a change in company policies, accompanied by redefinition of roles and responsibilities, and business processes. In addition, the company had to institute better controls to keep track of its business expansion over a wide geography.
TCS adopted Six Sigma methodology to conduct an Improvement Opportunity Assessment (Tata SigmaXTM Improvement Opportunity Assessment) throughout the value chain including switching, network operations, supply chain, bandwidth planning, finance, sales, customer service, traffic operations and billing. Competencies and resources for improvements were identified. In doing so, TCS consultants worked closely with the functional heads impacted by this initiative.
- Significant financial benefits to the tune of USD 16.4 MM through increased revenue and reduced
- Greater employee participation
- Reached benchmark values in uptimes
- Improved end-customer satisfaction
- Ensured legal compliance
- 15% reduction in cost of leased bandwidth