Through effective use of operational alignment frameworks, organizational development, Tech tools implementation and capability enhancement models (eSCM), we identify key initiatives to re-orient the current organization and transform processes to deliver value to customers and businesses.
Transformation Capabilities
Performance Frameworks
To ensure efficient and effective functioning of SSC/BPO operations, based on our operational experience, we recommend three frameworks to be in place with 19 components identified and reported: Operating Framework, Service Framework and Governance Framework.
Operating Framework
The Operating Framework (with 9 components) enables driving the internal operational efficiencies and productivity with focus on people, process and technology.
Service Framework
The Service Framework (with 5 components) tracks and monitors metrics that makes the services effective to customers and ensures visibility/review of those metrics with the customers/ business units on a periodic basis. This will include scheduling customer visits to get a direct ‘touch and feel’ of how the operations team meet the customers’ needs and requirements.
Governance Framework
The Governance Framework (with 5 components) is possibly the most sensitive and critical part of the performance management, since this demonstrates the sponsorship, importance and real value of the operations to the overall client/ customer organization. The governance structure, process and the mechanism involves senior leadership, key/critical customers, thereby engaging the entire organization.
Operational Reviews
We, at RvaluE, believe “process + projects = operations”! The focus is on both process reviews and project execution, to make the processes better and improved from a customer/organizational viewpoint.
On a periodic basis, each of the major processes needs to be reviewed for effective controls, process deviations, exception reductions and escalation closures. On the other hand, there is a need to identify and execute projects that will enhance capability of the Operations, like Mail Room Review, Process Improvement Review, Business Continuation Plan testing, Work Flow Review, Organization Design Review, Documentation Review, SLA Review, Control Checklist, Sox Compliance, Risk Management Review, etc.,
Voice of Customer (VoC)
VOC has three broad dimensions:
- The focus shifting from ‘what the process can give’ (SIPOC) to ‘what the customer needs’ (COPIS), an essential shift of mindset and thereby, the orientation.
- Ensuring proper visibility, involvement, escalations and structured review process to sustain an ongoing positive customer experience from operations.
- Half yearly or Annual Customer Survey to get feedback from customers, at both operational and senior levels, to understand the overall perception and value story of the SSC/BPO. This will also measure the NPS of the Client/ Customers, to enable building future business!
Moving Up the Value Chain
This is a key capability towards business expansion and globalization objectives:
- Metrics: Beyond the process/ service metrics, measuring the ‘business impact’ to contribute to the top line/ bottom line of business of the clients/ customers.
- Process:Understanding the various levels of the process value chain, and assigning the right skills to manage the service delivery.
- Relationships: Growing the relationships with customers/ business units from a service provider to service partner, business partner and finally, to become the enterprise partner!
- Domain Expertise:Domain knowledge is a key driver for the customers to perceive the value delivered by SSC/BPO. There is a need to create a structured plan to gain domain knowledge to combine process with the right business focus.
eSCM and Capability Review
eSourcing Capability Model (eSCM), is a global standard for Service Providers and Clients in the SSC/BPO & ITO space, developed by ITsqc of Carnegie Mellon University, USA along with the Consortium of Organizations. As an ‘Authorized Organization’ of eSCM, RvaluE has completed many eSCM capability assessments/ evaluation projects in F&A, IT and Banking domains, in India and USA.
eSCM– SP has 10 Capabilities including Knowledge Management, Threat Management, Service Contracting etc., with 84 global best practices. This Model extends to the full life cycle of the business process management space – Initiation, Delivery, Completion and Ongoing practices. RvaluE follows a 4R Methodology while implementing eSCM – Review, Road Map, Realization and Recognition.
RvaluE embeds eSCM in all its client assignments to assess/ develop/ enhance capabilities in IT/IT Enabled services, with the following offerings:
- Review Current Practices in the SSC/BPO with eSCM and provide Capability Assessment Report
- Review the current Transition Methodology vis-à-vis eSCM Best Practices and provide Transition Methodology Review Report
- Comparative Analysis and Benchmarking of Practices across multiple delivery centers or multiple client engagements
- Deploy select eSCM practices for Identified Capability Areas that are critical to Business
- Conduct Capability Due Diligence for Acquisition of Shared Services or Third Party Operations in Business Services
- Deploy eSCM to expand from a Captive/ Shared Services Operations to assess readiness to undertake Third Party operations
- Implement & Deploy eSCM through RvaluE Methodology from ‘Review to Realization (R2R).
