Change Management Process OPerational.ppt

Change Management Process

1. ExtendingYour Enterprise
CONFIDENTIAL & PROPRIETARY © WNS GLOBAL SERVICES 2008 • WWW.WNSGS.COM
19
th
September 2008
Change Management Process

2. 1
As per the contract, change processes have been logically grouped as mentioned below. The most common would
be the Normal change
–Normal change –Any change which results in a change in service, deliverable, SLA, charges or risk
–Emergency change–Any change which requires immediate action
–Operational change–Any change to the processes, procedures, IT interfaces etc. which do not have any impact on service,
deliverable, SLA, charges or risk
Either party raising a Change Request (written request –forms attached) should specify the originator, the
reasoning & description of the CR
Change proposals to be created by the supplier as per timelines listed in the process flow map
Change proposals created by the supplier will not be chargeable if resource requirement is less than 60 man days
a month (for all proposals in that month)
All proposals to be logged by the supplier with necessary supporting documents within specified timelines
All changes will need to be approved by the OGRC/SRRC before implementation with the exception of Emergency
Change requests
Each Party shall bear its own costs in assessing and where applicable preparing change requests & proposals
Basic Change Principles
*Note –The process flows described in the following slides, only outline the high level processes and touch points as defined in the new
contract. It is assumed that there would be more detailed processes defined and followed by both parties for all respective changes

3. 2
Definitions
Normal Change means any matter which is or is likely to lead to any:
(i)change to a Principal Service e.g. change in Process from Voice to Non-Voice or Customer facing
to back office;
(ii)introduction of a New Service;
(iii)project relating to the Services in connection with any Joining Entity, Departing Entity or
Departing Business:
(iv)changes to Critical Deliverables;
(v)change to any of the Service Levels;
(vi)change to the terms of this Agreement;
(vii)change that will increase the Charges;
(viii)change that will increase the costs of Customer or any Service Recipient or the resources
required to be committed by it or them or
(ix)any material increase to the operational, regulatory or reputational risk of a Service Recipient,
and includes any Mandatory Change (unless expressly stated to the contrary) and any other matter
specifically identified in the Agreement as requiring to be agreed through the Change Control Procedure;
Emergency Change means any change where:
(i) an immediate action is required to avert the risk of material damage or disruption to a Service; or
(ii) an immediate action is required to avert the risk of:
 non-compliance with Applicable Law;
 material and demonstrable damage to the reputation of the Customer, a member of the Customer
Group or Supplier
 material and demonstrable financial loss to a member of the Customer Group or Supplier Group
 criminal activity in relation to either Party’s business and/or any product comprised therein
(including, without limitation, fraud),
(iii)immediate action to protect the security or integrity of any of the Supplier systems or Customer
systems, process or IT interface and/or client and financial data; or
(iv) there is a need to facilitate a Customer business critical requirement which has been identified as
high priority by Customer, or
(v) there is a need to facilitate a Supplier business critical requirement which has been identified as
high priority by Supplier
Operational Change means changes to the operational procedures, IT interfaces or operating environment or infrastructure of
a Party which are not Changes, including changes to the Transition Plan or to the Transformation Plan

4. 3
Normal Change Request Process
 Change Request can be made in writing by either parties
 The Change proposalshall be produced by the Supplier within 20 business days
 The recipient of a Change Request or Change Proposal shall acknowledge receipt of it in writing to the originator by the end of Working Hours on the
Business Day following receipt.
 All request & proposals to be logged by the supplier with necessary supporting documents within 5 Business days
 Change proposals to be submitted at least 5 days prior to the OGRC failing which, it will be presented at the next OGRC for approval
 If OGRC is unable to approve within 5 days, the CR to be escalated to the SRRC
 If SRRC is unable to approve within 30 days, the CR will be rejected
 On approval, supplier to update change log and move to implement change
 Any risks, issue or concerns to be highlighted within 3 days of implementing change
Days Steps WNS BU Lead or BU SDM
Step 1 WNS Bu Lead / BU SDM to raise Change Request
Step 2 WNS BU Lead to forward Change Request to WNS PMO
BU SDM to forward Change Request to AGSCS Change Team
Day 1 Step 3 WNS BU Lead / BU SDM receives acknowledgement from WNS PMO / AGSCS Change Team
Day 1 -5 ► WNS PMO / AGSCS Team log and issue Proposal number and forwards to WNS BU Lead / BU SDM
Day 5 -20 Step 4 WNS BU Lead creates Change Proposal and submits to WNS PMO, AGSCS Change Team and to all concerned 5 days prior to the
current OBRC for discussion
NOTE Change Proposal to be discussed in current OBRC and needs to reach 5 days priorto the OGRC for discussion failing which it will be
discussed in the next OGRC
Day 20 -26 ► Change Proposal discussed in the current OGRC
NOTE Should Change Proposal not be approved by OGRC within 5 daysof discussion then it will be discussed at the SRRC
Should Change Proposal not be approved by SRRC within 30 daysof discussion then it will be considered as Rejected
► Change Proposal is approved by OGRC / SRRC
► AGSCS / WNS PMO informs WNS BU Lead and BU SDM of approval and incorporates and logs the Change Proposal as suggested by
OGRC / SRRC
Step 5 WNS BU Lead implements change
Step 6 WNS BU Lead Highlights any risks/issues/concerns within 5 days of implementation with WNS PMO / AGSCS Change Team
How to place a Normal Change Request

5. 4
WNS
BU
AGSCS
OGRC
SRRC
Raise CP
Raise CR
Copy AGSCS
Change team
Acknowledge
Receipt of CP.
Share with BU
0
th
Day 1
st
Day
Acknowledge
Receipt of CR
Log CR and
issue proposal
number
Log the CR and
proposal no. in
AGSCS Change
register
5
th
Day
Create
Change
proposal
Send proposal
to all concerned
20
th
Day
Is the
proposal
approved
?
Discuss
CR at
current
OGRC
Is the
proposal
submitted 5
days before
OGRC?
Incorporate
changes
suggested in
OGRC
Update
Log
Yes
No
Yes
Implement
Change
26
th
Day
For discussion in
the next OGRC
Is the
proposal
approved
?
Yes
No
CP
referred
to SRRC
STOP
No
Discuss
CR at
current
OBRC
OBRC
Normal Change Process Flow Map

6. 5
 Notification of an Emergency CR by either Party shall be in writing
 The Emergency CR origination, the related Change Proposal preparation and Change authorisation process shall be completed within24 hours of
receipt of the Change Request
 The Parties may authorise and agree the terms for the implementation of an Emergency CR through the written agreement of Customer Governance
Lead for Customer and Account Relationship Lead for Supplier (or, in each case, their appointed deputy).
 Following agreement and authorisation the Supplier or Customer (as applicable) shall implement the Change in accordance with theagreed
specifications and requirements (including within the relevant timeframes)
 Supplier shall ensure that all documentation relating to the Emergency CR is securely filed and confirmed as complete by Supplier Account
Relationship Lead within two (2) Business Days of the date the Emergency CR was raised
 Any Change made as a result of an Emergency CR shall be ratified by the Parties at the next ORGC.
 If the relevant committee(s) is/are unable to agree to ratify the Change, the Change shall be progressed through the Change Control Procedure for
Changes other than Emergency CRs. Any subsequent amendment or rejection of the Change shall not affect the validity of the Change during the
period between being agreed under the Emergency CR and such subsequent amendment or rejection
Emergency Change Request Process
Days Steps WNS BU Lead or BU SDM
Day 0 -1 Step 1 WNS BU Lead / BU SDM to raise Change Request
Step 2 WNS BU Lead to forward Change Request to WNS PMO
BU SDM to forward Change Request to AGSCS Change Team
Step 3 WNS BU Lead / BU SDM receives acknowledgement from WNS PMO / AGSCS Change Team
► WNS PMO / AGSCS Team log and issue Proposal number and forwards to WNS BU Lead / BU SDM
Step 4 WNS BU Lead creates Change Proposal and submits to WNS PMO, AGSCS Change Team and to all concerned for approval by Accounts
Relationship Lead and Governance Lead
NOTE Should Change Proposal not be approved by Accounts Relationship Lead and Governance Lead –agree next steps of moving to Normal
Change or Reject
► Change Proposal is approved by Accounts Relationship Lead and Governance Lead as Emergency Change
Day 1 -5 ► AGSCS / WNS PMO informs WNS BU Lead and BU SDM of approval and incorporates and logs the Change Proposal as suggested by
Accounts Relationship Lead and Governance Lead
Day 5 -10 Step 5 WNS BU Lead implements change
Step 6 WNS BU Lead Highlights any risks/issues/concerns within 5 days of implementation with WNS PMO / AGSCS Change Team
► Change Proposal is discussed in the current OGRC
How to place a Emergency Change Request

7. 6
WNS
BU
AGSCS
OGRC
SRRC
Raise CR
Copy AGSCS
Change team
0
th
Day 1
st
Day
Incorporate
changes
suggested
Update
Log
Implement
Change
5
th
Day
Is the
change
ratified?
Yes
STOP
Ratify the
implemented
change
10
th
Day
CP to follow normal change process
No
Raise
CP
Acknowledge
Receipt of
CP.
Share with
BU
Acknowledge
Receipt of CR
Log CR and
give
proposal
number
Log the CR
and proposal
no. in AGSCS
Change
register
Create
Change
proposa
l
Send
proposal
to all
concern
ed
Is the change
approved by
Account
relationship lead
and Governance
Lead ?
Yes
Agree
next
steps
No
Emergency Change Process Flow Map

8. 7
 Each Party shall give the other Party not less than ten (10) Business Days' prior written Notice of any Operational Changes thatit wishes to make (an
“Operational Change Proposal”).
 The Operational Change Proposal may be in electronic format or hard copy (template in appendix)
 The Customer Service Delivery Managers and the Supplier Delivery Lead shall have ultimate responsibility for reviewing any Operational Change
Proposals.
 Neither Party shall implement an Operational Change without the prior written consent of the other. The Customer Service Delivery Managers shall
have authority to authorise Operational Changes on behalf of Customer. The Supplier Delivery Lead shall have authority to authorise Operational
Changes on behalf of Supplier.
 All Operational Changes shall be progressed by the Parties in accordance with the procedures set out in the Operations Manual.
 Supplier shall be responsible for the logging of all Operational Changes as described in Operations Manual.
 No less than five (5) Business Days prior to each OBRC meeting, Supplier shall present a written report of all Operational Changes and a full report on
the progress of all Operational Changes that have been made since the previous OBRC meeting
 If in either party's opinion a proposed Operational Change should be designated as a normal/ emergency Change, that Party shall notify the other Party
of such fact. Following the notification, within five business days, the parties shall hold a discussion to reach an agreement on the change
classification.
Operational Change Request
Days Steps WNS BU Lead or BU SDM
Day 1 -10 Step 1 WNS BU Lead / BU SDM to raise Change Request and gives the other Party notice within 10 Business Days
Step 2 WNS BU Lead to forward Change Request to WNS PMO
BU SDM to forward Change Request to AGSCS Change Team
Step 3 WNS BU Lead / BU SDM receives acknowledgement from WNS PMO / AGSCS Change Team
► WNS PMO / AGSCS Team log and issue Proposal number and forwards to WNS BU Lead / BU SDM
Step 4 WNS BU Lead creates Change Proposal and submits to WNS PMO, AGSCS Change Team and to all concerned
Step 5 WNS BU Lead and BU SDM review Operational Change, agree with Operational Change category and approve
NOTE Should Operational Change not be approved need to agree next steps -move to Normal Change or Reject.
► Approval received from WNS BU Lead and BU SDM, AGSCS / WNS PMO incorporates and logs the Change Proposal as suggested
Step 6 WNS BU Lead implements change
► Change Proposal is discussed in current OGRC
Step 7 WNS BU Lead Highlights any risks/issues/concerns within 5 days of implementation with WNS PMO / AGSCS Change Team
How to place an Operational Change Request

9. 8
Operational Change Process Flow Map
WNS
BU
AGSCS
OBRC
Raise Ops
change
proposal
Raise Ops
change proposal.
Copy AGSCS
Acknowledge
Receipt of CP.
Share with BU
0
th
Day
Acknowledge
Receipt of CP
Log in CR Log
Log the CR and
proposal no. in
AGSCS Change
register
Review OC
proposal within
5 days of
notification to
classify the
change
Update
Log
Implement
Change
STOP
Submit to
OBRC at least
5 days prior
meeting
10
th
Day
Is SDM &
SDL in
agreement
with OC
category?
Supplier
delivery Lead
to review OP
Service
delivery
manager to
review OP
Send
notification
to other
party
Is
Agreement
reached on
Change
classification
as OC ?
No
Is OP
approved
?
Yes
Yes
No
Change to follow “normal change
process”
Yes
No

10. 9
Governance Committee

11. 10