Engagement Process
- Assessment & Proposal
- Work Flow Design
- SLA Development & Risk Management
- Implementation & Service Management
Assessment & Proposal
During this initial phase, Our Domain & Process experts work with the client to;
- Understand and document the Systems, Process that are in use
- Understand the corporate culture
- Assess the volume of transactions or process that is to be outsourced
- Understand the business the client is into and the specific requirements
- Define the desired process and the expected outcome
- Likely impact of transition
Work Flow Design
Once the proposal is accepted, we set forth to;
- Design the best work flow suitable for the outsourced activity
- Define the Process and internal controls, Scope
- Define the document flow
- Define the Organisation structure for the outsourced activity
- Define the desired process and the expected outcome
- Define the migration roadmap which includes timeline, resource deployment, software
SLA Development & Risk Management
Based on the data gathered during the initial phases and on completion of process definition, scope, we decide on the below;
- MIS structure and the frequency
- Timelines for reporting critical KPI’s
- Abnormal reports
Implementation & Service Management
We follow different approaches to implementation of the agreed transition plan depending on the volume & complexity of business. This is a critical phase and as such we look into the following aspects;
- Each process is well defined and agreed, any changes to the same are updated
- Training of deployed staff on the standard operating process
- Information regarding SLA are shared
- Tracking status of implementation using various project management tools & perform course correction to make processes more efficient
- Processes are reviewed from viewpoint of consistent & accurate delivery of tasks assigned
- Ensure improved accuracy & efficiency by placing additional checks, automation wherever possible, internal control methods
- Overall outsourced activity is controlled thru regular reporting, monitoring and suitable dashboards