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BPO Methodology

Cipher BPO uses a structured approach to outsourcing with three main phases - Discovery, Transition, and Steady State. In the Discovery phase, they identify processes that can be outsourced and develop a business case. The Transition phase involves migrating knowledge, systems, and operations to the offshore site. Teams are deployed to address knowledge transfer, technology transfer, and operating preparedness. Then a Parallel Run tests the migration while maintaining operations. Once tested, the outsourced processes enter the Steady State phase of ongoing service delivery and continuous improvement.

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432 views2 pages

BPO Methodology

Cipher BPO uses a structured approach to outsourcing with three main phases - Discovery, Transition, and Steady State. In the Discovery phase, they identify processes that can be outsourced and develop a business case. The Transition phase involves migrating knowledge, systems, and operations to the offshore site. Teams are deployed to address knowledge transfer, technology transfer, and operating preparedness. Then a Parallel Run tests the migration while maintaining operations. Once tested, the outsourced processes enter the Steady State phase of ongoing service delivery and continuous improvement.

Uploaded by

riturajuniyal
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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BPO Methodology

Cipher BPO's structured approach to outsourcing helps us assess, analyze and arrive at the
optimal outsourcing solution. Our credibility, built on a consistent track record of solid execution
has provided us with a clear differentiation in the market place.

Discovery
The Discovery phase of the engagement involves aggregation and understanding the client's
processes, identifying the processes that can be outsourced, articulating the risk around these
processes and developing a business case for the client.

Pre-requisites addressed to facilitate the process of Discovery are:

• Identification of an outsourcing champion/ resource within the organization


• Alignment of outsourcing strategy with the corporate strategy
• Establishment of clear timelines around the outsourcing initiative

Transition

Transition is the process of migrating knowledge, systems and operating capabilities. It typically
follows identification of appropriate processes and vendor selection.

Objectives

• Prepare the offshore site to commence client operations


• Document the processes and train process executives to execute the processes
• Design, procure and deploy technology and bandwidth to access client systems, as
required
• Finalize SLA and contract parameters

Planning transition

The transition phase commences with the establishment of a Program Management


Office (PMO) that helps plan and execute transition effectively. The PMO consists of
representatives from Cipher BPO and the client, and is tasked with ensuring the efficient
migration of the identified processes.

Transition Execution
We typically deploy domain, process and technology teams to address each of the
transition tracks. These consist of:

• Knowledge transfer, which includes the construction of operating procedures, preparation


of training documents, and training executives to execute the process offshore
• Technology transfer that identifies the optimal network architecture, procurement of
bandwidth and systems, and installation, testing and deployment of technical
infrastructure
• Operating preparedness which includes recruitment, induction and site preparation

Parallel run
The objective of this phase is to test the successful migration of processes to the offshore
location, while ensuring that interdependent processes are not adversely affected. This takes
place in the following stages:

• Preparation of the ramp-up schedule


• Logistics management (shift timings, transportation, food, etc.)
• Execution of offshore ramp-up and onsite ramp-down while maintaining continuity of
operations and service levels

Parallel run helps achieve robust and tested operations, operational with all resources and
infrastructure to execute steady state operations.

Steady State
'Steady state operations’ is the on-going delivery of services. It also encompasses continuous
process improvements in collaboration with the client, where the outsourced processes are
executed as per norms laid down in the Service Level Agreement (SLA).

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