International Operations Management: A Case Study of Wipro

This report explores the contribution of International Operations Management in the strategies of Wipro, an Indian MNC. It covers the supply chain management, quality control mechanics, and the issues faced by the company in its operations. The report also discusses the benefits of effective quality control and the current issues faced by the company.

TITLE OF REPORT
Student Name:
Matriculation
Number:
Programme
Title:
Module Title: International Operations
Management
Module Code: MMN224949
Word Count:
“This piece of coursework is my own original work and has not been submitted
elsewhere in fulfilment of the requirement of this or any other award.”
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Table of Contents
INTRODUCTION ...........................................................................................................................................3
The contribution of Operations Management in the company's strategies............................................3
The Supply Chain Management of the company. ...................................................................................4
The components of supply chain management .....................................................................4
The importance of supply chain management in respect to the functioning of Wipro. .........5
The issues faced by Wipro in regards to the operations of supply chain management..........6
The Quality Management in operations of the company. .....................................................................6
The system of quality management of Wipro.........................................................................7
The principles of quality management followed by Wipro......................................................7
The benefits that can be extracted by Wipro from the effective engagement of quality control .....9
The current issues that are being faced by the company in respect to the Operations. .........................9
CONCLUSION ............................................................................................................................................11
REFERENCES..............................................................................................................................................12

INTRODUCTION
The conception of International Operations Management (IOM), considers the customer
requirements in terms of the global and the regional aspects with regards to the production
market and the relative processes. The designing of the IOM considers the significant areas of
the production costs, technological dimensions, the quality standards and the planning of the
production design that must be taken into account for the assurance of efficacy in the
organisation (Ansorena, 2022). The report will deal with the contribution of the IOM in the
strategies of the company along with the inclusions of the noteworthy segments of the
operations i.e., the supply chain management and the quality control mechanics. The issues that
are pertaining in the operational engagement of the company will also be explicated in the study.
The company that is chosen for the scrutiny is Wipro, which is an Indian MNC, that provides the
services related to information technology, business process services and the consultation
services. The headquarters of the company is in Bangalore, Karnataka.
The contribution of Operations Management in the company's strategies.
The comprehensive role of IOM in the maintenance of the efficacy of the company heps
in the provision of planning as per the requirement of the operations. The strategies helps an
organisation to formulate and derives a viable plan of action for the long term survival in the
market plan. The inclusions in respect to the enhancement of the competitive strategy is also in
the IOM planning module. The management of the operations at Wipro, to sustain in the global
market with a leading marketing position, is the result of an effective IOM as it helps in the
functioning of the sources that are required for the processes, determination of the skills and
expert labour, the methodology of the quality controls and other significant aspects of the
company (Chan, Ren and Liu, 2022). The respective effort of the operations management in the
strategy formulation of Wipro can be explicated furthermore:
The standardization of work – The efficacy of the work is determined and taken care by the
respective operations department heads of the company. The assigned tasks must be
efficaciously completed by the employees working in the ascertained segments of the company.
From the starting point, towards the end, the synchronisation of the activities and the operations

must be ensured and this is to be done with help of the hassle free trait of IOM. The designing of
the structure of the plan must be significantly studied before the final implementation of it in the
functioning of the operations.
The planning process – The collaborations with the managers of the varied departments of the
operations helps in the effective and efficient forecasting of the future plan of action that must be
incorporated in the strategical formulation. The allocation of the budget, logistics and the
ascertainment of the support services provided to the management, are the inclusion of the
planning process (Chowdhury and et. al., 2022).
Continuous improvement – The overall position of the company depends upon successful ratio
of the improvement and enhancement in the operative departments of the company. The dynamic
changes of the external environment is taken care by the IOM and effective measures are
adopted through the inclusion of varied measures such as the customer feedback, external
analysis and etc.
Provision of direction – The operation professionals are expected to provide definite and
appropriate direction to the personnel working in the segregated departments of the company.
The alignment of the procedures must be in accordance to the the budgetary and productivity
guidelines. The operations manager might have to step in to sort the alterations when goals are
not being carried out and are not consistent with the company policy.
The Supply Chain Management of the company.
The identity of the conception of supply chain management in Wipro, infers to the
handling and the management of the flow of production of the respective goods or the services
offered by the company to the market. The process starts from the acquirement of the raw
material to the delivery of the finished products towards scope of the aligned customer. The
creation of the chain of suppliers are carried out by the operations head of the company and they
are responsible for the effective and executable locomotion of the goods to the organisation
(Escobar and et. al., 2022). The elucidation of the imperative segments of this subject matter will
be explicated in this segment of the study.

The components of supply chain management
There are major five components of the supply chain management which enables the
system of Wipro to work in a significant and befitting manner. They are:
Planning – The forecasting of the resources that are required for the completion of the processes
and the tasks in the operations department, is the foremost step of the supply chain system. The
measurement and the evaluation of the metrics will help in the determination of the actual scope
for Wipro.
Sourcing – The choices that are to be made in respect of the suppliers is the next crucial step and
one of the most vital component of the supply chain management. The establishment of effective
relationships with the contactors ensure the smooth and hassle free delivery of the raw materials.
Manufacturing – The organisation of the activities which is required to accept the raw materials,
manufacturing of the products, testifying the quality of the products, packaging for shipping and
scheduling it for the delivery is the next step in he supply management process of Wipro.
Delivery and the Logistics – The coordination of the orders of the customers with the scheduling
of the delivery is taken into consideration by the supply chain department of Wipro in an
appropriate manner (Flanagan and McGovern, 2022). The dispatching, preparation of the invoice
and receiving of the payments and etc., are also crucial and significant aspect of the process.
Returning – The creation of a network for receiving back the unwanted, damaged or the excess
number of products is another dimension which is covered under the road map of the supply
chain engagement process. The deformities in the services acquired by the customers are
reported in through the feedbacks which is significantly considered by the operations
management of Wipro.
The importance of supply chain management in respect to the functioning of Wipro.
The optimum way to further improve on this process is to analyse the data from supply
chain partners to see where further improvements can be made. The enumeration of the
significant imperatives in regards to the enhancement of the functioning of the supply chain in
Wipro are - The identification of the latent problems of the company.

 The optimisation of price in a dynamic manner. The improvement of the allocation of inventory.
The issues faced by Wipro in regards to the operations of supply chain management.
The difficulties faced by Wipro, were in respect to the shutdown and the emergence of
certain disruptions in the operations of the company. The international border restrictions created
hurdles in the procurement of the raw materials and limited the supplies for the operations to
carry forward. The management of the customer expectations of JIT, further created significant
problems because of the imposition of the Covid guidelines (Hadid and et. al., 2022). These
problems appointed influential impact over the functioning of the supply chain management of
Wipro. The flow of the goods and the services were severely hampered during the period of
pandemic. Other related issues were:
The impact over the procurement processes – The ineffective deployment of the workflows
created considerable issues in the process of procurement of the raw materials. The delivery of
the products and the services were not according the stipulated time schedule.
Management of the suppliers – The maintenance of the relationship with the suppliers of the raw
materials was also disrupted due to the delay in the receiving of the goods. The payments of the
acquired materials were also stacked upon because of the same reason.
The access to the data -The consolidated reports were not properly maintained due to the lack of
the staff in the administration which disturbed the cycle time of the supply chain system. The on
time delivery reports were not skilfully prepared (Lerche and et. al., 2022).
The jeopardy in regards to the risk mitigation – The reliance over the support of one suppliers
who can provide the raw material on time snatched away the opportunity of supreme
accumulation of quality goods. The demand needed to be fulfilled which resulted in this form of
jeopardy.
The Quality Management in operations of the company.
The formalised conduction of the quality management of Wipro is done through the act
of the perception of the varied tasks and the operations performed in the company. The
assurance of the inclusion of the necessary and obligatory precautions and measures is the
responsibility of the quality managers. This is done in order to attain the level of quality that is

promised to the customers without holding any sough of lag in the process. The imperative
factors of the quality management are: Planning of the quality standards. The assurance of the improvement in quality. The effective control over the quality. The adoption systematic and planned actions (Lockstrom, 2022).
The system of quality management of Wipro.
The inclusion of a determined and an effective Quality Management System (QMS) is
imperative for the control and appropriate regulations of the departments. This system includes
the important documents, guidelines of the procedures and the polices which helps in the
creation of high end delivery of the services or the products to the respective customers that
ultimately lead to the attainment of the customer's satisfaction. The certifications in regards to
the quality of Wipro have the inclusions of: ISO 14001 Environmental Management System. IATF 16949 Automotive quality Management System. ISO 9001 Quality Management System. ISO 4406 and the product confirmation according to the NSS 10.
The QMS thereby make sure of the vital consistency that is required for the functioning of the
processes as per the directed guidelines and norms. The key to the determine outcome is the
promotion of customer satisfaction in a deliberate manner (Namazian and Mavi, 2022)
(NURHAYANA, 2022). The concerns regarding the quality of the products by the customers
must be taken care of and Wipro has proven to be successful in this particular area.
The principles of quality management followed by Wipro.
There are certain principles that are incorporated in the IOM policy formulation of
Wipro. The example that can be taken into consideration can be the inclusion of Just-In-Time
(JIT) system by Toyota, that helps in the procurement of raw materials as per the production
schedule. The adoption of the signified principles thereby can help in the provision of guidance

to the processes of the organisation for the enhancement and the betterment of the performances
of the quality management. The principles which must be followed by the operations
management of Wipro are: Appropriate focus over the customers of the company. The establishment of good leaderships qualities. The effective engagement of the staff. The accurate approach towards the process. The supervision over the continuous improvement in the system. The evidence based decision making . The management of the relationship in and outside the company.
Illustration 1: Principles of Quality Management.

The benefits that can be extracted by Wipro from the effective engagement of quality
control
The benefits that are derived from the implementation of effective QMS helps in the
attainment of the desired outcomes which were standardised by the management of the company.
The enumeration of such benefits for Wipro, can now be put forward with a brief explanation of
each of the following:
Consistency in the tasks – The uniformity in the completion of the tasks ascertained by the
operations head in respect to the management of the quality standards is possible through the
utilisation of QMS by Wipro.
Efficiency of the procedures – The reduction in the wastes due to the improvement n the efficacy
can help the company to enhance the scope of betterment in the procedures and the practices of
the operations (Saghehei, Memariani and Bozorgi-Amiri, 2022). The helps in the apprehension
of the resource utilisation by the departments..
Improvement of the customers satisfaction – The delivery of the exact requirements and needs of
the customers can help in the improvisation of the level satisfaction that must be provided by the
customers from the company.
Integration of the employees – Through the precise and accurate distinction of the job roles, the
scope of integration in the employees increases, which ultimately helps in the growth of the
business. The management of the workforce according the QMS, can promote healthy
environment in the organisation.
The current issues that are being faced by the company in respect to the Operations.
There are number of hurdles that can prove to be the constraints in the growth of the
company. These issues can be in the relation of the pertaining operations of the company and
must be identified on time to prevent the scope of disruptions in the management. The challenges
can be in terms of the difficulties in handling the advancement of the technology, the
incorporation in the business environment, the impact of the economies of scale or the in-
appropriation in the segmentation of the market (Wang, Jia and Chen, 2022). The enumeration of
the issues and the measures that can be adopted to prevent the difficulties in the attainment of the
determined goals and objectives of Wipro, will be explicated in this segment of the report.

The technical difficulties – The rapid changes and the advancement in the aspects of technology
created significant problems fr Wipro, in respect to the automation of AI, cloud computing and
other related dimensions of the IT. The employees of the company faced technical jargon while
functioning in accordance to the prescribes processes. Wipro should conduct training and
development programs for the workforce in order to cop up with the level of advancements
pertaining in the external environment.
The fluctuations in the preferences of the customers – The continuous changes in the
preferences of the clients generated hurdles to the smooth functioning of the procedures of the
operative departments (Zanjirani Farahani and et. al., 2022). The dynamic changes in the demand
of the customers for upgradation create significant constraints in the provision of the services of
Wipro. The continuous analysis of the changing trends must be assessed by Wipro for the
healthy survival in the industry.
The difficulties in the cost management – The mitigation of the rising compensatory demands
of the employees further generated the scope of an increase and upsurge in the revenue deficits
for the company. This particular problem can increase the scope of deficits in the margins and
the profitability ratio of the company. The enumeration of the cost management of Wipro must
be designed comprehensibly in order to capture the ailments in an appropriate manner.
Finding the right staff – The recruitments of the company must be done according to needs and
the requirement of the company. The not so obligatory positions must be exclude in order to save
the extra costs which will be incurred in the compensatory aspects. The staff must be competent
enough. The lack of the supervision over the personnel of Wipro created significant problems in
the functioning of the departments.
Responding to the competition – The captivation of the ineffective presence on the social
media can lead to the rise in the compass of failure in the competitive level of the company. The
progressive thinking of the company is very much important in order to survive in the market
and the continuous search for the loop holes must be the responsibility of the operations head )
(Zhou and et. al., 2022). The identification of the aspects which attracts the customers the most
must be comply by Wipro, for beating the level of competition prevailing in the market .

CONCLUSION
An inference can thus be made that the imperative nature of the IOM is significant for the
smooth and hassle free operations of a company. The enumeration of the contributions of the
operation management helped in the analysis of the efforts that are portrayed by the inclusion of
an effective IOM planning. The apprehension of the scope of operations management through
the account of the supply chain and the quality check operations that are performed by the
company, explained the role of IOM in detail. The issues that can be furthermore experienced in
the operation departments of the company, explained about the significant measures that must be
adopted by the respective company order to prevent the scope of disruptions and ensure the
even-textured functioning of the activities that takes place in the organization. To sum up, it is
the operations management that influences the overall productiveness and lucrativeness of an
organisation. It renders a valuable measure of the skilfulness to the manager and the employees,
using which they can speed up and intensify the progress at an individual and an organisational
level.
REFERENCES
Books and Journals

Ansorena, I.L., 2022. Modelling queues at ferry stations: principles and application.
International Journal of Services and Operations Management, 41(3), pp.357-368.
Chan, H.L., Ren, S. and Liu, N., 2022. Overview and Research Agenda for Sustainable
Operations Management in Fast-Fashion Era. Operations Management in the Era of
Fast Fashion, pp.129-141.
Chowdhury, S., and et. al., 2022. Unlocking the value of artificial intelligence in human resource
management through AI capability framework. Human Resource Management Review,
p.100899.
Escobar, J.W., and et. al., 2022. A multi-objective mathematical model for the design of a closed
cycle green distribution network of mass consumption products. International Journal
of Services and Operations Management, 41(1-2), pp.114-141.
Flanagan, J. and McGovern, C., 2022. A qualitative study of improving the operations strategy
of logistics using radio frequency identification. Journal of Global Operations and
Strategic Sourcing.
Hadid, M., and et. al., 2022. Bibliometric analysis of cancer care operations management:
current status, developments, and future directions. Health Care Management Science,
25(1), pp.166-185.
Lerche, J., and et. al., 2022. Categorisation of the offshore wind production system. International
Journal of Operational Research, 43(3), pp.299-317.
Lockstrom, M., 2022. Supply Chain Impact from End Customer Demand Volatility: A
Computer-Based Simulation Approach. IUP Journal of Operations Management, 21(1).
Namazian, Z. and Mavi, R.K., 2022. Pharmaceutical supply chain network and competitive
distributor location. International Journal of Services and Operations Management,
42(2), pp.151-175.
NURHAYANA, N., 2022. The Influence of the Recruitment Process on PT Pos Indonesia's
Employee Performance. Husnayain Business Review, 2(1), pp.1-9.
Saghehei, E., Memariani, A. and Bozorgi-Amiri, A., 2022. Implementing Solution Algorithms
for a Bi-level Optimization to the Emergency Warehouse Location-allocation Problem.
International Journal of Supply and Operations Management.
Wang, Y., Jia, T. and Chen, J., 2022. Is supplier involvement always beneficial for financial
performance? The roles of ambidextrous innovations and product smartness.
International Journal of Operations & Production Management, (ahead-of-print).
Zanjirani Farahani, R., and et. al., 2022. Fast Fashion, Charities, and the Circular Economy:
Challenges for Operations Management. Production and Operations Management,
31(3), pp.1089-1114.
Zhou, L., and et. al., 2022. Production and operations management for intelligent manufacturing:
a systematic literature review. International Journal of Production Research, 60(2),
pp.808-846.