British Airways (BA) has renewed a business process outsourcing deal with WNS, an offshore unit it spun off in 2002.
Under a 20 month extension, WNS will manage ‘centres of excellence’ in Mumbai and Pune, India, covering shared services, customer relations, fares, finance, human resources and research. The value of the deal was not disclosed.
The deal, which will now run until January 2014, will see WNS focus on process improvement, as well as offer “best practice sharing” from its other clients.
BA expects to review its Lean, Kaizen and Six Sigma methodology as part of the work.
Philip Osmond, business director at British Airways, said the offshore operations had provided “significant cost efficiency and business value” since their establishment in 1996.
Photo: Scott Wright