Infosys - BPO Services | Operational Excellence

Operational Excellence

Transition

Transition is the process of migrating knowledge, systems and operating capabilities. It 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

Transition activities are categorized into distinct tracks to monitor progress across different aspects of the transition. The different tracks are:

Knowledge Track
Activities related to business (or process) knowledge capture and documentation of the processes that are considered for offshoring
Technology Track
Activities associated with planning and implementing the necessary technology / telecom infrastructure for offshore processing
Operations Track
Activities related to readiness of physical infrastructure and availability of people
Contract Track
Activities that lead to finalization of formal contractual arrangements between Infosys BPO and customer
Program Management Track
Activities aimed at managing the entire transition program across other transition tracks.

Transition Planning

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 Infosys BPO and the client, and is tasked with ensuring the efficient migration of the identified processes.

Transition Execution
Infosys BPO deploys domain, process and technology teams to address each of the transition tracks. These consist of:

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

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