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Methodology
Engagement Management Cycle |
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Our engagement into a new relationship is defined by a very systematic and
scientific approach
Our engagement cycle is a flexible mix of several
onsite and offshore activities that define the steps
for each phase of the outsourced solution cycle.
The four key phases in the engagement cycle
Discovery - Primary analysis
Discovery is an in-house methodology to derive the
primary analysis of offshore elements of the
outsourced solution and their feasibilities.
Activities in the discovery phase are usually
conducted onsite. The duration of this phase is
usually 4 weeks for objective assessment unless
there are some specific client requirements. This
phase gives our program managers and process
analysts a chance to understand client business
model and objectives. A business case is developed
that clearly defines all the factors, service
delivery, goals, dependencies, etc., related to the
outsourced solution.
Transition – Knowledge transfer and documentation
This phase is partially onsite. The current business
process of the client is understood by our business
analysts and documented. Knowledge transfer and
process transfer plans are created along with
timelines and key performance metrics. This is a
critical phase as our analysts identify gaps that
might be present in the current process or that
might occur during offshore operations. Resolution
plans for those gaps are also made.
Parallel run – Process stabilization
To minimize risk for the client venturing into an
offshore engagement we slowly ramp-up the offshore
team while ramping-down the onsite team. For some
time both the teams work synergistically so that our
agents and managers can understand the way our
client’s company runs its process. This extra time
gives an edge to our team and the end users will
experience a smooth transition.
Operations – SLA management and delivery
We understand the importance of information, During this stage all the work gets shifted to offshore. At this time our managers take complete ownership of the process and take proactive steps to improve it, increase quality and productivity and reduce wastage of time and resources. Performance metrics are defined and measured periodically, teams are trained, issues are rectified, and reports are created and analyzed for overall streamlining of the process. All tasks are performed as per the identified service levels and the client will have complete visibility of the entire outsourced solution.
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