BPO

• Transition Management - is the set of activities that transpire after a BPO contract is signed that impliment or execute a detailed movement or transfer of processes from the client to the business provider.
• Transition Management - the one responsible for migrating the function or the process from the clients location or organization to the service provider or outsourcing organization.
• Lift and shift and Re-engineer and Migrate - Two common strategies in migrating a function
• Lift and shift - this is the most common methodology used. When the process is mature, this approach is used in migrating.
• Re-engineer and Migrate - Fundamental rethinking and radically redesigning of the business process to as to achieve dramatic improvements in critical measures of performance such as cost, service, and speed.
• Technology Readiness and Manpower Readiness - Critical Success Factors
• Technology Readiness - state of readiness of the enabling hardware and software the ongoing operations
• Manpower Readiness - state of readiness of the operating staff, hired, trained and skilled for the service processes.
• Financial Benefits - it is important to quantify the real cost of the off-shoring(baseline cost), and also to measure the cost of the off-shore team on an ongoing basis.
• Performance of the team - Primarily done by developing performance metrics. Usually subject to a testing phase to determine reasonability of the service measures - also known as the "baselining" period.
• Documents Readiness - Proper documentation helps us have a smooth and effectiveness transition. We should look the bigger picture in mind, like asking ourselves.
• Documents Readiness(Input, Process, Output, Communication, Supervision)
• Inputs - are documented; Source systems and dependencies.

  Timing of delivery quality assumptions and work-around in case of failure in delivery of some inputs.
• Processes - are documented using the industry standard format and in complete detail;

  Required tools such as macros, workflow, application shared directory access are listed in sufficient detail to allow replication in the service provider.
• Interim/flash and final Outputs - are completely documented

  • Formats are completely defined

  • Control steps and quality assurance checklists are defined.
• Communication - channels for output to be explicitly defined

  • Clarity here minimizes misunderstanding during early production period.

  • Especially if the output is an input to another process.
• Onshore supervision - points and what will be reviewed/checklist should be defined.

  • Some county regulations require clear trail of supervisory control by an onshore person.
• Work shadowing - it is involves observing a professional in their place of work to gain a better understanding of the role.
• 1. Onshore personnel doing activity

  2. Guided service provider network

  3. Go-live (Phases pf Work Shadowing)
• Hand-Offs - are transfers of the output to a different performer, an approver, for further action prior to continuation.
• Data enrichment - The other performer adds data to the transaction.
• Quality Assurance - The second performer is a checker.
• Control - Approval for materiality and substance is done by a separate person.
• Readiness Assessment - is served as a model of determinant or impact on the success of outsourcing. It verifies if process to be outsourced is adequately documented correctly sized in generic resources and if resource sizing already includes the right level of quality assurance and supervisory control.
• Scale - it is refers to the number of employees.
• Service provider - It is a vendor that provides IT solutions and/or services to end users and organizations. This broad term incorporates all IT businesses that provide products and solutions through services that are on-demand, pay per use or a hybrid delivery model.
• Requirement of the Job - requirements can be described through; volume capacity of transactions, complexity of the job, expected cycle-time for job completion. Requirements of the job could potentially change as the requests and/or demands of the client change.
• Client - is the receiving end of a service or the requestor of a service in a client/server model type of system.