Outsourcing operations excellence, BPO operation excellence, quality management
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Operational Excellence

At WNS, operational excellence is at the heart of everything we do. Our quality value proposition is based on our service delivery value chain – Transition, Stabilize and Improve. We leverage our proven assets, tools and methodologies across the entire chain – from transition and stabilization - to ensure seamless and smooth BPO operations, applying ISO standards and LEAN and Six Sigma methodologies to reduce inefficiencies and enhance productivity on a continuous basis.

WNS's BPO operations are distinctive on seven dimensions
1. Operational infrastructure
WNS runs 24x7 BPO operations across all our global delivery centers located in China, Costa Rica, India, Philippines, Poland, Romania, South Africa, Sri Lanka, UK, US. Our state-of-the-art BPO delivery centers adhere to the highest security, health and safety standards.
2. Recruitment
WNS focuses on hiring the right talent from across the world to meet our client's outsourcing requirements. We recruit across a variety of skill sets to support client programs ranging from complex unscripted customer service calls to simple data entry and indexing processes to complex finance and accounting functions and high end analytics. To ensure that we bring the right talent to bear on our client’s business problems, we have adopted several recruitment techniques including the highly regarded Predictive Index Framework that enables us to match a potential candidate's profile with the requirements of the role being fulfilled.
For more information on careers at WNS, visit  www.wnscareers.com
3. Learning and development
WNS’ key differentiator is its Learning and Development function “Learning Academy” (LA) which gives our people the opportunities to acquire new skills based on their current roles and career paths. LA conducts Training Need Assessments through Focus group discussion, 360 surveys, Performance Management followed by an assessment of current skills before designing training programs.

The mantra we follow is - Making learning relevant to Business Units/Enabling Units, help them achieve their vision and potential by working with them both in crisis and long term development. Moreover, the learning academy aims at creating, sustaining, and growing successful associates, managers and leaders from within the organisation.

All the programs have clearly defined Objectives and follow the 70:20:10 rule; 70 % of learning will be on the Job, 20% thru conversations and 10 % in classroom. There is a comprehensive and a strategically derived leadership framework in place which forms the basis of who will get trained on what and when. We also offer mandatory certification programs for the development and growth of our people to help them manage their leadership roles effectively. As an individual grows within an organization, it is imperative at each step to add-on qualifications and skills that are commensurate with the role he/she is assigned. There is a rigorous certification process to ensure knowledge transfer is effectively measured and effectively utilized.

Our programs have also been recognized globally:
4. Program management:
Using a proprietary methodology for migrating client programs to our centers, WNS has successfully transitioned several hundreds of processes across different clients, services, geographies and program complexities. Through a dedicated team of both onshore and offshore program managers, WNS works with clients to implement BPO programs that balance the need for early transition with the risks of an expeditious migration. Depending on your needs, the program is structured and implemented using WNS’ proven tools and methodologies.To know more about WNS’s migration / transition methodology, click here
5. Quality management
More than 350 quality management professionals ensure we meet the highest standards of client service. These roles are integrated with operations and are responsible for rigorously monitoring accuracy, turnaround time and other key metrics. They provide feedback to the operations and identify opportunities for improvement using several quality frameworks like Six Sigma and LEAN among others. As a result, we have successfully increased productivity in the range of 30-60 percent.

6. Technology innovation
WNS’ proprietary technology network called WNSnet is a plug-and-play network that offers 99.99% uptime and full redundancy. We have three co-locations in the US and two Points of Presence in the UK. Our technology and telecommunications team has extensive experience in applications, network management and technology operations.
Also, as WNS supports cutting-edge processes for our clients, there is an increasing need for us to extend our scope to specific technology solutions. Our proprietary platforms facilitate passenger revenue accounting in the travel industry, claims management in the auto insurance and healthcare sectors. We have a dedicated team focused on exploring opportunities for clients to transform their operations by using managed services.
7. Customized risk management
WNS approach to risk management is to segregate risks that need to be managed by line functions and those that need to be managed centrally. The Risk Management team is comprised of highly qualified professionals who work with our clients throughout the engagement to develop customized risk-management solutions covering business continuity, information security and compliance with privacy regulations. In addition, this team also manages all infrastructure related risks for WNS delivery centers.
a) Information security: WNS considers information security management to be a risk as well as a market differentiator and hence invests appropriately in implementing strong information security management systems. The information security program at WNS is led by the Chief Information Security Officer ("CISO"), who in turn is assisted by a dedicated team of security professionals. To ensure a minimum baseline standard for information security across the enterprise, WNS has adopted the ISO 27001 information security framework. All WNS delivery centers in India are ISO 27001 certified by a qualified external assessor. In addition, the Security Administration Team ("SAT") conducts regular internal information security audits which cover, information asset management procedures, IT security, personnel security, physical and environmental security, business continuity, change management, incident management and compliance with contractual obligations. An annual third party penetration test is conducted to ensure that our security perimeter defenses are operating effectively. WNS is also one of the first BPOs in India to achieve compliance with the Payment Card Industry Data Security Standard v1.1 ("PCI DSS") across the enterprise to ensure that appropriate security measures are implemented to protect cardholder data accessed by our employees.
b) Privacy: The WNS Risk Management team works closely with our client’s privacy officers to understand their privacy obligations to regulators in their respective countries. Wherever recommended by regulation / legislation, WNS enters into data protection agreements, on the basis of model contracts prescribed by the relevant authorities and implements technical and organizational safeguards to ensure privacy of end-customer's personal information. More often than not, WNS is not the data controller and follows processing instructions as provided by our clients to ensure compliance with overseas privacy regulations. In addition, WNS Risk Management team develops computer based training ("CBT") programs for sector / country specific privacy regulation / legislation to educate WNS employees on their obligations towards privacy. These CBT programs are followed by tests that help assess the individual’s understanding of the relevant privacy framework.
c) Infrastructure Risk Management: Our team of infrastructure risk specialists work closely with the Facilities and Projects teams to identify and shortlist BPO delivery centers across the world that conform to WNS internal infrastructure risk standards. These standards have been drawn up specifically to enable 24x7 BPO operations by ensuring continued availability of premises through location risk assessment and management techniques, continuity of critical utilities such as power and HVAC through designing and provisioning of diesel / gas based generator sets / uninterrupted power supply units, and the safety of our premises and people through selection and design of fire alarm systems, access control and CCTV systems.
d) Business Continuity Planning:  WNS business continuity planning ("BCP") team comprises of personnel that are members of either the Business Continuity Institute, UK or the DRI International, US. This team engages with our clients early in their offshoring programs during the contracting stage, to understand how processes that are proposed to be outsourced impact the clients business in the event of their discontinuance. This enables clients to take an informed decision whether the "candidate" processes need to be split between 2 or more WNS BPO delivery centers, which provides a high level of redundancy. During transition, the WNS BCP team works closely with offshore and onshore process owners to assess continuity requirements and develop appropriate business continuity strategies. These strategies could include partial or complete work transfer to an alternate WNS delivery center or even transfer of work to the onshore client location (if possible). The focus of our BCP program is to offer practical and cost-effective BPO solutions to our clients.