TO P G E A R
them better understand the business
as soon as they join us. The home
screen of Tata Sky Universe is pasted
here with the logo of Enterprise-
wide Business Excellence processes
highlighted with a red border.
Institutionalisation of processes
to keep process documentation
up to date: With the aim to keep
all process documents updated,
we contacted the process owners
to inquire about the same and
requested them to keep us posted
on the changes in their respective
processes. The changes were
incorporated and the revised
documents re-uploaded.
Process
Functionality
review
Process functionality review:
After completion of the enterprise-
level process documentation
and automation of identified
opportunities within these
processes, the next task was to study
if the spirit of the processes were
being upheld during their execution.
The enterprise-level processes that
are scoped within the Subscriber Life
Cycle framework are being studied
to understand if the desired business
objectives and customer experiences
are being achieved through
execution of these processes. The
study has been termed as Process
Functionality Review (PFR).
The ‘Subscriber Life Cycle’ framework
has six major stages which map the
subscriber footprints from inception
to Exit. The stages are as follows:
• Subscriber Acquisition
• Service Activation
• Service Management
Margin
Analysis and
Enhancement
Field
Investigation
Unit
ENTERPRISE WIDE BUSINESS EXCELLENCE
• Recharge/Billing
• Retention
• Exit
Other processes that are not
included in the SLM will also be
studied. However, currently, for
customer centricity, the focus is on
lifecycle management processes.
Margin analysis and
enhancement: The processes
mapped in each stage of the
Subscriber Life Cycle will be studied
by the Enterprise-wide Business
Excellence team to check if the
set objectives are resulting in the
outcome that is aimed for. Therefore,
it is imperative to evaluate and
identify opportunities for enhancing
the margin. Various new ideas will
also be suggested as a part of Margin
Analysis and Enhancement, which
comprises two components: Revenue
Enhancement and Cost Optimisation.
Work has commenced in each of
the above initiatives, and almost
every opportunity identified is cross-
functional in nature. This requires a
lot of collaboration; hence, business
partnering is our key theme for
success.
PEOPLE AC T VE
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