Page 62 - SAMENA Trends - September 2021

ARTICLE SAMENA TRENDS

The second type of initiatives are more specific to individual
domains of telco business architecture, e.g. BSS/OSS
transformation, product portfolio optimisation, service
design etc.
What Benefits Have Tech Mahindra delivered for our telco
customers? (Sample, not exhaustive)
There are number of examples wherein Tech Mahindra
has helped telecom operators in their transformation
journey. These include – transformation of customer
experience (440% improvement in NPS) for a UK based
telco, Cost savings of ~€45 mil through Business Process
Re-engineering (BPR), Automation & Low Code, No Code
delivered to Dutch telco, helping a large telco conglomerate’s
UK business with service design function to enable 5G
standalone launch for UK, cloud integration factory (for
architecture simplification, cloud first approach) for a tier I
US telco, improved process efficiency (by 30 %), increased
release volumes (by 40%) through agile CoE for Germany
based multinational telco, upskilling CIO organisation in the
area of agile and DevOps using Tech Mahindra’s dedicated
learning portal IP (D3OP) for Tier I Australian telco
Where to start?
Ideally, telcos should start by baselining their as-is state
of affairs. This assessment should holistically look at
Figure 1: Eight Areas of Focus for Telco Digital Transformation business processes, applications, performance measures,
data etc. In addition, assessing the organisation's digital
Figure 2 below depicts various telco domains and the specific initiatives maturity should also be a part of the as-is assessment.
across domains to attain operational excellence.
Needle Analysis used to benchmark telco’s financial
Telcos can have two types of initiatives: one, initiatives that are common performance vis-à-vis its competitors should also
across the entire business architecture (shown on the left-hand side be leveraged. The Needle Analysis should help telcos
in the above diagram). Typically these are the initiatives pertaining to formulate the right digital transformation initiatives
assessing digital maturity, financial benchmarking, cloud migration, lean keeping the mind the financial performance improvements
operating model and business process re-engineering etc. the telco is targeting.

Figure 2: Telco Initiatives for Business Excellence

62 SEPTEMBER 2021