Infosys BPO leverages global delivery centers to deliver predictable and flexible business process management services. A key aspect of our service delivery is the successful migration or transition of business processes from the client’s locations to our delivery center(s).
We have a comprehensive and mature transition methodology that has been refined and documented during the course of more than 1,000 transitions. Compliance is monitored through check points at different stages.
We believe that a well managed transition provides a robust foundation for a stable operation across the outsourcing cycle.
Our transition methodology ensures process enhancement across five phases:
- Project Preparation
- Parallel Run
- Steady State
At the end of each phase, our quality team confirms meeting pre-defined success criteria that are mutually agreed by the client and our transition team. Our quality team works independently of the transition team.
We also encourage clients to participate in reviews and audits. Our transition methodology addresses knowledge management, technology management, operations management, contract management and program management. A high level of accountability is ensured through individual owners for each track, as illustrated below.
Project preparation begins with the handover of the solution design to the transition team. It involves defining the roles and responsibilities of key stakeholders to ensure a smooth transition. A dedicated transition team consisting of a transition manager, operation and documentation specialists, and trainers, is deployed.
The team has access to a shared resource pool from technology, legal, finance, human resources and quality during transition. It involves Knowledge Transfer (KT), team identification and preparing the team for onsite assignment.
After a detailed planning workshop with the client, this phase involves finalization of the integrated project plan. It includes plans for operations, delivery, technology, recruitment, quality, and risk to cater to project requirements. In addition, the integrated project plan mobilizes resources and arranges logistics.
The objectives of planning include -
- Creation of a detailed execution plan for all work streams
- Validation of FTE ramp-up, technology requirements and establishment of a governance structure
- Identification of deliverables across different functionalities
- Pre-empting and monitoring implementation of the plan across all phases – a continuous and consistent exercise
- Assessing and mitigating risk
- Workflow tool/ point application requirement collection and analysis
Execution involves the implementation of the transition solution. We deploy domain, process and technology teams to address transition -
- Knowledge transfer: Includes the construction of operating procedures, preparation of training documents, and training executives to execute the process offshore
- Technology transfer: Identifies the optimal network architecture, procurement of bandwidth and systems, and installation, testing, and deployment of technical infrastructure
- Operating preparedness: Includes recruitment, induction and site preparation
In this phase, offshore operations are initiated with active client support. Gradually, the responsibility is transferred to the offshore operations team while ensuring that inter-dependent processes are not affected. It involves several stages:
- Preparation of the ramp-up schedule
- Managing logistics
- Execution of offshore ramp-up and onsite ramp-down while maintaining continuity of operations
- Establishing service levels
Parallel run helps achieve robust operations with all the resources and infrastructure to execute steady state operations.
'Steady state operations’ is the ongoing delivery of services. The key objective is "business as usual," where the outsourced processes are executed in accordance with the norms in the Service Level Agreement (SLA). Steady state involves:
Quality Management System
- Security and business continuity
- SLA metrics tracking and reporting to monitor continuous performance
- Human Resource Management
Our transition framework has several features:
- Check points after each phase of transition to enable robust implementation
- Health checks after go-live as a warranty
- Structured Customer Satisfaction (CSAT) survey after each transition to elicit client feedback and ensure world-class transition