BPO SERVICES > Our Methodology
We at OptiSol understand for BPO engagement, we stay closer to our clients’ business domain and touch their critical business process transactions. Our BPO methodology is based on six sigma based transition framework and provide a tightly integrated engagement framework to our clients by defining Toll Gates at each stage. Our transition approach takes through three critical phases,
- As – Is process study
- Adapted process
- Operationalize
AS-Is study process
The "As – Is" process study refers to the initial study of the process at its present state.
- OptiSol approaches the initial
study with an offshore workshop presentation from our transition manager to the key stake holders at the client
place. The workshop will be followed by an initial process study within the framework of six sigma.
- A detailed
SIPOC framework is rigorously followed to capture the process. The process study will be done at various
levels from a High level (L0) to an activity level without eliminating the process exceptions at Micro-level (L4). The depth of this
study may vary from project to project or domain to domain based on the complexities involved.
- The study will
also understand the various parameters that will be critical to Quality and the existing Technology Environment.
This will be but not limited to the
- Volume Trend and the Forecast
- Turn around time Requirements
- Quality Definitions
The outcome of the process study will be reviewed at the Toll gate 1 with the client's operations team.
Adapted Process
- At the end of the "As-Is" process study, our transition team will work closely with all the stake holders from the
client side in defining the project plan right from the Communication Plan to the Offshore Hiring Plan.
- All the
protocols pertaining to the project management will be defined and signed off with the client team.
- Also based
on the initial process study, the Standard Operating Procedures for the process will be prepared, validated and
signed off with the client team.
- At an execution level the offshore team will initiate the readiness of the IT infrastructure and the hiring process
followed by the training. Since training will be a major process overhead for the client in doing the knowledge
transition, we adopt a filter based approach for the training process. The training process is covered in 2
phases:
- L0 – Domain Training
- L1 – Process Training
Operational
In this phase we focus on Process Transformation in which the process will be thoroughly reviewed to drill down
the Scope for Improvements. Also the Process Control Frameworks will be defined and implemented in this
phase with continuous monitoring on the CTQ s' defined.
Process Steady State Management is the central focal point of this phase where we work on the Process
Transformation to reduce any process related overheads to the client. In this phase we aim to Optimize, Reduce
Cost and also innovatively to create competitive advantage through Process & Technology improvements. The Six-Sigma approach and its DMAIC cycle are central to Process Improvements & Innovation.
Technology Infrastructure
- We have a proprietary Production Management System that integrates the entire gamete of Operations right from Training to Quality.
- It is web based product that is built on the six sigma framework to accommodate rigorous Quality
System and Dynamic Reporting Functionalities.
- This is built to provide greater level of Transparency and Visibility to the client in off shoring their
process.
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