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     Outsourcing
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Integrated Global Delivery Framework
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  Consulting Technology
   
OUTSOURCING
 
INTEGRATED GLOBAL DELIVERY FRAMEWORK  
 
Successfully implementing Business Process Outsourcing requires a well structured framework, which allows for a smooth migration of clients’ business processes without causing any disruptions to its business.

Arwen’s Integrated Global Delivery Framework provides a detailed step by step guide for Outsourcing with clearly defined tasks and responsibilities. At its core is the presence of Arwen’s onsite team throughout the transition process ensuring understanding of ground realities, peculiarities of each client’s environment and business and a smooth flow of communication.
 
  Phase   Understand   Analyze   Transition   Operationalize   Continuous
Improvement
Key Activities
•
 Understand client business
•
 Identify Outsourcing opportunities
•
 Assess requirements
•
 Review environment
•
 Confirm viability
•
 Gather documentation
•
 Identify solution and costing
•
 Confirm and validate with client
•
 Prepare implementation plan
•
 Adapt implementation plan
•
 Replicate client processes
•
 Document operating plan
•
 Confirm performance requirements
•
 Customer acceptance
•
 Arwen takes over complete service responsibility
•
 Implement quality plan
•
 SLA acceptance
•
 Identify process improvement opportunities
•
 Identify new KPIs
•
 Client acceptance
•
 Change implementation
•
 Monitoring
Location
•
 Onsite
•
 Onsite - Offshore
•
 Onsite - Offshore
•
 Offshore
•
 Onsite - Offshore
Timeline
•
 1-2 weeks
•
 2-3 weeks
•
 3-4 weeks
•
 Ongoing
•
 Periodic Change
Deliverables
•
 Business case
•
 Implementation
plan
•
 Operating plan
•
 Reports as per operating plan
•
 Implementation business case
Responsibility
•
 Client functional managers
•
 Arwen process team
•
 Client managers
•
 Arwen client engagement and service delivery team
•
 Client managers
•
 Arwen client engagement and service delivery team
•
 Client operations team
•
 Arwen client engagement and service delivery team
•
 Arwen quality assurance and compliance team
•
 Arwen process team
   
       
           
 
  Phase 1: Understand
 
 
In the first phase, Arwen’s Process Team develops appreciation of the unique requirements of the client. It tries to understand the business model, operating environment, relationship with customers and culture of client organization. This helps it in identifying processes that can be outsourced and the viability of Outsourcing them.

The outcome of this phase is submitted to the client in the form of a Business case outlining the feasibility of Outsourcing the selected processes.

Key steps in this phase include:
   
• Review environment
• Understand client’s business
• Decide which processes and functions to outsource
• Research and education on the process being outsourced
• Benchmark the selected process against the best
• Perform risk analysis
• Perform a cost benefit analysis to confirm viability

Output: Business Case 		 
 
  Phase 2: Analyze
 
 
The objective of this phase is to develop an in-depth implementation plan and includes the following:
   
• Define in detail the scope of the project
• Review existing processes
• Gather documentation
• Develop key improvement objectives
• Evaluate total cost of engagement
• Evaluate organizational readiness and transition assessment
• Create conflict-resolution and escalation documentation for problems
• Draw up a contract with the revenue model, HR issues, business continuity, metrics, terms and conditions, provisions for changes and gain sharing
• Determine payment terms and conditions
• Confirm findings with client

Output: Implementation Plan
 
  Phase 3: Transition
 
 
Transition phase is of critical importance in order to identify and remove any potential issues and ensure smooth migration and continuity.

The steps involved in this phase include:
• Adopt implementation plan
• Replicate client processes
• Document operating plan
• Manage the transition by developing a transition timeline
• Mitigate operational risk by planning for unexpected operational problems, the end of the Outsourcing relationship, and data protection
• Train staff to service the client
• Customer acceptance

Output: Operating Plan
 
  Phase 4: Operationalize
 
 
Once all the potential issues and problems are identified and rectified in the transition phase, complete ownership of the process is taken by Arwen. This phase includes the following steps:
 
• Implement quality plan
• Perform relationship management
• Perform quality management
• SLA acceptance by client

Output: Reporting as per contract
 
  Phase 5: Continuous Improvement
 
 
Arwen uses methods like Six Sigma to continuously enhance the value offering to its clients. This requires paying attention to the following tasks:
 
• Tracking performance through key metrics
• Leveraging new capabilities
• Identifying and designing process improvements
• Identifying new key performance metrics