TCS shares its global delivery processes with Tata Technologies

Published on January 18, 2022

The current delivery model in Tata Technologies operates in specific territories like EU-India, NA-India. The main objective of the global delivery model initiative is to use global talent and skill for value to clients in terms of bringing new technologies, overall speed to market, flexible sourcing model with cost optimisation and profitability. Tata Technologies wanted to understand and benchmark its existing process with an IT/Engineering services company and seek answers to the following questions:

1. What is the global delivery model framework and criteria for selection of delivery centres?
2. How is the account team organised for global accounts?
3. What are the different governance mechanisms involved?
4. What are the processes/tools for establishing the global delivery model for execution?

To assist Tata Technologies, on September 2, 2021, Tata Business Excellence Group (TBExG), facilitated a best practice sharing session with Tata Consultancy Services (TCS). In the session, K Subramanian, Global Head of Delivery Excellence and Jyoti Mohile, Head of Delivery Management Practices at TCS, talked about the evolution of its IQMS system from 1980 onwards. In the 90s there was a focus on global delivery industry standards and models, information security and full services play. From 2010 onwards, there has been enhanced focus on building enterprise agile, building rigor in operations, risk-based thinking, business continuity, domain standards and health, safety, and environment management. TCS has constantly looked at emerging standards across industries, its own best practices, policies, agile, rigor in operations, continuous improvement, innovation, and transformation to develop a coherent view and then integrate the identified standards into its own IQMS. These have been used to create handbooks for process documents and guidelines that are made available in a user-friendly IQMS-wiki repository.

Thereafter, Mr Subramanian elaborated on customising the IQMS to customer processes and industry standards, deployment of IQMS, organisation structure of the delivery excellence group, integrated systems to support IQMS deployment and data-driven governance.

Tata Technologies found the session useful and will be exploring the feasibility of leveraging learnings from areas like internal collaboration, governance and IQMS processes to develop the process manual for the global delivery model.

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