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We ensure seamless transitions through a structured and well-defined migration methodology that is aligned with the rigorous standards of ISO 9001:2000. All aspects of our proprietary transition methodology – from scope determination, to phasing, to documentation, to training, to production – are designed to bring about high quality operations in a low risk and cost efficient manner.
OPTIM (Outsource Partners Transition Implementation Methodology)
All transitions are managed and governed by OPTIM, OPI’s proprietary transition methodology. OPTIM acts as a transition “roadmap” and provides structure and transparency around migration processes, procedures, requirements, roles, and responsibilities. OPTIM outlines the expectations and deliverables of all involved parties, including client stakeholders, and integrates specific pass/fail checkpoints that provide internal controls around quality. Our proven methodology ensures the consistency and competency of all resources and requirements, and works to ensure seamless delivery with both short and long term business impact.
Phased Adoption
Our phased adoption approach brings stability and balance to the transition. We work with each client to properly phase the transition so that we maximize both strategic and tactical quality.
Strategically, this approach works to balance short-term savings with long-term value creation. We begin by outsourcing select services that offer the greatest potential benefit and then gradually expand scope to optimize operations. Tactically, this ensures that outsourcing progresses at a pace at which all involved parties are comfortable and able to ensure transition stability. This proves especially important for companies without ample outsourcing experience as it allows them time to ramp up for successful outsourcing management.
Documentation & Parallel Process Training
Our detailed documentation, which both adheres to ISO standards and auditor requirements for Sarbanes-Oxley, provides the foundation for our quality services. We utilize our proprietary “Documentation from a Distance” approach to gather information from client subject matter experts. Leveraging video, voice, and imaging technologies, our offshore specialists interview and work with client subject matter experts, and prepare detailed, keystroke-level process documentation. This approach not only works to minimize costs associated with documentation, but it also allows the OPI-client team to develop strong working relationships early on in the partnership.
Our highly detailed process documentation serves as the basis for our training and helps ensure standardization across processes - regardless of whether they are performed onsite at the client’s premises or offshore at one of OPI’s global service centers. Working in a test environment, OPI professionals re-process historical information based upon the guidelines outlined in the process documentation. This “boot camp” approach makes certain that the process documentation is accurate and complete, and that OPI professionals have the necessary process familiarity to begin production.
Taken together, the documentation and training serves to ensure accuracy and quality of our offsite processing, compliance with our clients’ business rules and practices, and proper processing of exceptions or unique situations that require non-routine handling. This intensive approach enables OPI to successfully transition and migrate most processes within 60 days, with more complicated processes requiring 90 days.
Change Management
Communication and change management are critical aspects of any successful outsourcing transition. Providers and customers must be notified of new contacts and processes, employees must understand their changing roles, and shareholders must understand the value offered by outsourcing.
We work, in partnership, with client leadership to identify the impact of outsourcing on all involved parties, develop communications, and manage the overall change process. We have tried and tested communication strategies that address common concerns, and work to demonstrate the positive value that client constituents can expect from working with OPI.
Our active involvement in change management does not end with transition. OPI remains involved throughout the lifetime of the client relationship to manage change that occurs from ongoing continuous improvement and reengineering efforts.
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