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BPO Transition Framework visuals toolbox PPT
The document outlines a BPO transition framework that enables the effective transfer of services between locations, emphasizing a structured phased approach across key areas such as systems, people, and processes. It delineates four main phases: initiate, plan, change, and operate, detailing the essential activities and outcomes at each stage. Additionally, it highlights the importance of role definitions and the integration of best practices for successful service transitions.
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BPO Transition Framework visuals toolbox PPT
- 1. Copyright: infoDiagram.com2015 BPO TransitionFramework Editable visuals toolbox 1 Transition Framework
- 2. Copyright: infoDiagram.com2015 Doing apresentation on BPO transition topics?
- 3. Copyright: infoDiagram.com2015 Doing apresentation on BPO transition topics? Get some inspiration how to make slides more visual & standing out.
- 4. Copyright: infoDiagram.com2015 Doing apresentation on BPO transition topics? Get some inspiration how to make slides more visual & standing out. Some examples of BPO transition diagrams…
- 5. Copyright: infoDiagram.com2015 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 ServiceOwner in location A Transfering services from one location to another
- 7. Copyright: infoDiagram.com2015 Service or process ServiceOwner 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 ServiceOwner 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 ServiceOwner 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” sendinglocation 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” sendinglocation 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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- 13. Copyright: infoDiagram.com2015 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 Frameworkis split into four key phases concluded with milestones
- 20. Copyright: infoDiagram.com2015 Confidence Project approved Benefits Maturity Time Initiate Phased approach TransitionFramework 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 TransitionFramework is split into four key phases concluded with milestones
- 22. Copyright: infoDiagram.com2015 Confidence Project approved Benefits Maturity Readiness confirmed Golive 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 Golive 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 Phase1: 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 Phase2: 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 Phase3: 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 Phase4 - 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 addingtopic-specific icons and diagrams to your BPO presentations to create stronger visual association
- 34. Copyright: infoDiagram.com2015 Try freesample of editable PPT graphics See other BPO Transition visuals at infoDiagram.com Transition Consider adding topic-specific icons and diagrams to your BPO presentations to create stronger visual association
- 35. Copyright: infoDiagram.com2015 Follow uson Slideshare for more presentations, hit FOLLOW on slideshare.net/infodiagramFollow www.infoDiagram.com Editable visuals for business presentations Suggestions? Topic cooperation? Contact us www.infoDiagram.com twitter: @infoDiagram www.hortonchange.com Learn more about team behind Horton Change Authors BPO topic contributor Design