BPO Transition Framework diagrams. Business Process Outsourcing method schema and workflows with icons visuals, editable in PowerPoint Transition Framework service and Process transfer to new location schema. Key areas of Transition framework, Phased approach 4 phases, milestones, results: Initiate, Plan, Change, Operate Phase flowcharts with symbols of People, Process, System and infrastructure, Risk, Finance, Project

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BPO Transition Framework
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1
Transition
Framework

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A „method” to transfer services from one location
to another (usually Shared Services) location
5
Definition:
“Transition Framework”

6. Copyright: infoDiagram.com2015
Service or
process
Service Owner
in location A
Transfering services from one location to another

7. Copyright: infoDiagram.com2015
Service or
process
Service Owner
in location A
Can someone provide
the service better and
cheaper for me?
Transfering services from one location to another

8. Copyright: infoDiagram.com2015
Service or
process
Service Owner
in location A
Service
transitioned &
integrated
Can someone provide
the service better and
cheaper for me?
Shared
Services / BPO
Organization
Transfering services from one location to another

9. Copyright: infoDiagram.com2015
Service or
process
Service Owner
in location A
Service
transitioned &
integrated
Transition
Framework
Can someone provide
the service better and
cheaper for me?
Shared
Services / BPO
Organization
Transfering services from one location to another

10. Copyright: infoDiagram.com2015
“As is”
sending location
Service or
process
Service Owner
in location A
Service
transitioned &
integrated
Transition
Framework
Can someone provide
the service better and
cheaper for me?
Shared
Services / BPO
Organization
- Dispersed
- Inconsistent
- Expensive
Transfering services from one location to another

11. Copyright: infoDiagram.com2015
“As is”
sending location
Service or
process
Service Owner
in location A
Service
transitioned &
integrated
Transition
Framework
Can someone provide
the service better and
cheaper for me?
Shared
Services / BPO
Organization
- Dispersed
- Inconsistent
- Expensive
“To be”
receiving location
+ Simplified
+ Efficient
+ Scalable
Transfering services from one location to another

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Phased
approach
KEYAREAS
Transition Framework

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Phased
approach
Systems
People
Process
Financials
Risk
Facilities / Infrastructure
KEYAREAS
Transition Framework

14. Copyright: infoDiagram.com2015
Controlled & Managed
Phased
approach
Systems
People
Process
Financials
Risk
Facilities / Infrastructure
KEYAREAS
Transition Framework

15. Copyright: infoDiagram.com2015
Controlled & Managed
Defines key roles & results
Phased
approach
Systems
People
Process
Financials
Risk
Facilities / Infrastructure
KEYAREAS
Transition Framework

16. Copyright: infoDiagram.com2015
Controlled & Managed
Defines key roles & results
Structured across key areas
Phased
approach
Systems
People
Process
Financials
Risk
Facilities / Infrastructure
KEYAREAS
Transition Framework

17. Copyright: infoDiagram.com2015
Controlled & Managed
Defines key roles & results
Structured across key areas
Best practice
Phased
approach
Systems
People
Process
Financials
Risk
Facilities / Infrastructure
KEYAREAS
Transition Framework

18. Copyright: infoDiagram.com2015
Controlled & Managed
Defines key roles & results
Structured across key areas
Best practice
Phased
approach
Systems
People
Process
Financials
Risk
Facilities / Infrastructure
KEYAREAS
Transition Framework
Transition Framework allows to manage
transition across all key areas

19. Copyright: infoDiagram.com2015
Confidence
Benefits
Maturity
Time
Phased
approach
Transition Framework is split into four key phases
concluded with milestones

20. Copyright: infoDiagram.com2015
Confidence
Project approved
Benefits
Maturity
Time
Initiate
Phased
approach
Transition Framework is split into four key phases
concluded with milestones

21. Copyright: infoDiagram.com2015
Confidence
Project approved
Benefits
Maturity
Readiness
confirmed
Time
Initiate
Plan
Phased
approach
Transition Framework is split into four key phases
concluded with milestones

22. Copyright: infoDiagram.com2015
Confidence
Project approved
Benefits
Maturity
Readiness
confirmed
Go live
Time
Initiate
Plan
Change
Phased
approach
Transition Framework is split into four key phases
concluded with milestones

23. Copyright: infoDiagram.com2015
Confidence
Project approved
Benefits
Maturity
Readiness
confirmed
Go live
Handover to
operations
Time
Initiate
Plan
Change
OperatePhased
approach
Transition Framework is split into four key phases
concluded with milestones

24. Copyright: infoDiagram.com2015
Phase
results:
Phase 1: Initiate
Understand current state
Where we are and where we want to be
Is it clear what we
want to achieve
It is clear what we
do and don’t do
We know how
to track progress
It’s clear
who to involve

25. Copyright: infoDiagram.com2015
People
Process
Systems &
Infrastructure
Risk
Finance
Project
Phase 1: Initiate
Mobilize team
Understand process
& Infrastructure
Identify risks
& issues
Analyze benefits vs costs
Approve budget
Agree
scope
Governance
& control
Understand systems
Project
approved
Understand current state
Where we are and where we want to be

26. Copyright: infoDiagram.com2015
Phase
results:
Phase 2: Phase plan
Plan
„It’s all about preparation”
We've identified required
skillset and people capacity
We understand the process and
know how future should look
like
We know what tools to use
We understand real risks and
costs
We know what should happen
when and who is responsible

27. Copyright: infoDiagram.com2015
People
Process
Systems &
Infrastructure
Risk
Finance
Project
Phase 2: Phase plan
Milestone
Readiness
Confirmed
Sending side
Training
Plan
Receiving side
Recruitment plan Communication
Current state
process map
Gap
analysis
Target
model
design
Current
state
Gap analysis
& equipment
Capacity
creation
Regulatory, Financial, Reputational,
Operational risks & dependencies
How much does
it really cost?
Impact on
business as usual
is none or minimal
Plan
„It’s all about preparation”
Still
worthwhile?
Milestone
plan
Skills
Knowledge
Experience
Capacity
Creation
M

28. Copyright: infoDiagram.com2015
Phase
results:
Phase 3: Change
Change Implement
„It’s all about execution”
We recruit and train people
Systems are ready and process
is clear
Everyone is informed and agrees
to the criteria for delivery from
new location
Delivery starts and backups
are in place
We are clear about costs to date

29. Copyright: infoDiagram.com2015
People
Process
Systems &
Infrastructure
Risk
Finance
Project
Phase 3: Change
Milestone
Go-Live
Training
recruitment
Control
Reporting
Communication
Infrastructure
prepared
Execution
Workplace
ready
Risk
Service
agreement
Negotiate
Travel
Training
…
* Cost Control
& Benefits
management
Key Performance
Indicators
Systems
tested
Change Implement
„It’s all about execution”
Skills
Go-Live
Criteria
$
time

30. Copyright: infoDiagram.com2015
Phase
results:
Phase 4 - Operate
Operate
„It’s all about making it business as usual”
We confirm quality of delivery from new
location and release backup team
We make sure service agreements, KPIs
and systems support are in place
We manage outstanding risks, review costs
and benefits
We close the project with lessons learned
and ensure smooth handover to daily
operations team

31. Copyright: infoDiagram.com2015
People
Process
Systems &
Infrastructure
Risk
Finance
Project
Phase 4 - Operate
Operate
„It’s all about making it business as usual”
Milestone
handover to BAU
Lessons learned
Customer
satisfaction
survey
Project closure
Transfer to
business as usual
Support
model
agreed
Parallel run
completed
Manage
Performances & stabilize
Agreements
signed
Risk closure
or transfer
to BAU
Benefits
confirmation
Operational
cost
tracking
Sustain & improve
– through
another framework?
S
Target operating
model implemented

32. Copyright: infoDiagram.com2015
Transition Framework – roles
Service
transition
framework
roles
Subject Matter
Experts (SME)
Sending
SMEs
Receiving
Project
Manager
Sponsor Customer
Sending
Site Manager
- service
owner
Supporting
Functions
Operations /
Executions
Receiving
Site Manager
– service
owner
Finance
Human Resources
IT
Procurement
Risk / Compliance
Quality Assurance

33. Copyright: infoDiagram.com2015
Transition
Consider adding topic-specific icons and diagrams
to your BPO presentations
to create stronger visual association

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Transition
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to create stronger visual association

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