This document describes Mindcom Consulting Services and their approach to business process management. Mindcom's mission is to build long-term customer relationships through high-quality IT services using a global delivery model. They focus on customer service, quality, and innovation. Mindcom's business process management approach involves identifying, designing, executing, measuring and controlling automated and non-automated business processes to achieve strategic goals. Their BPM lifecycle includes process design, development/testing, execution, monitoring/controlling, and optimization. Partnering with Mindcom offers benefits like improved process quality, forecast accuracy, and customer satisfaction through their experience, infrastructure, quality processes, and engagement model.

1. Business Process Management
Mindcom Consulting Services
Delivering Quality

2. 2Mindcom Consulting Services
Mission
“To build long-term customer
relationships by providing high
value IT services using our global
delivery model and a world-class
employee base with a commitment
to customer service, quality, and
innovation”
We serve our customers by
delivering on our promises
and commitments
We recruit, nurture and
retain our employees by
providing them a
challenging, rewarding and
enjoyable work
environment
Integrity, Trust and Respect:
towards customers and
employees
We promote continuous
improvement
Operating Philosophy

3. 3Mindcom Consulting Services
Business Process Management (BPM)
BPM is a disciplined approach to
identify, design, execute, document,
measure, monitor & control both
automated and non-automated
business processes to achieve
consistent & targeted results aligned
with the organization’s strategic goals
Addresses end to end work
Technology enabled solution

4. 4Mindcom Consulting Services
Process
Design &
Modelling
Develop,
Test &
Deploy
Process
Execution
Process
Monitoring &
Controlling
Optimization
BPM Life Cycle
High level business
process mapping &
understanding how
the process works
Measure KPIs & view
these vs. SLAs.
Understand the
bottlenecks and
inefficiencies
Continuous
improvement.
Reduce the
bottlenecks &
inefficiencies. Fine
tune the process Validate process
design. Software &
process
implementation. Pilot
runs
Process launch & interaction with
end users

5. 5Mindcom Consulting Services
Benefits of BPM
 Improvement in process
quality & throughput
 Increase in forecast
accuracy
 Improvement in customer
satisfaction index and
retention
 Greater visibility into
operational bottlenecks &
inefficiencies
 Reduction in process costs
 Reduction in turn around
time
 Reduction in customer
complaints
 Reduction in training time
& expenses
 Reduction in number of
internal support requests

6. 6Mindcom Consulting Services
Why partner with MINDCOM?
Critical Success Factors Differentiator
 Linked to business strategies &
goals
 Linked to customer value
 Ability to implement incremental
value added change
 Ability to track results & measure
success
 Ability to be aligned with the
business
 Blended onshore / offshore model
& capability
 Experience (multiple industries &
engagements)
 Robust infrastructure (redundant
LAN, VOIP, disaster recovery)
 Commitment to quality (QMS, Six
Sigma methodology, BS7799
security processes)
 People, processes & IP (work
culture, recruitment, talent
management & software IP)

7. 7Mindcom Consulting Services
Preparation week
• Meetings with key
partners to scope
offshore able work
• Quantification of
opportunity and type
of work
• Proposal Finalization
• Letter of Intent
PHASE 1
• Roadmap for ramp-up of
resources & knowledge
• Delivery model worked
out
• Define SLA’s
• Sign off Final Agreement
• Documentation for
training – Train The
Trainer Concept
• Core knowledge
acquisition in place
Road Map, Contract,
& Training
Knowledge acquisition
& knowledge transfer
• Delivery team is formed for
knowledge acquisition
• Validate SLA’s for measuring
performance
• Shadowing Transition team
• Establish communication
infrastructure and protocols
• Develop the delivery team
structure and process model
• Begin execution on pilots &
test the recommended model
& team structures
PHASE 2
PHASE 3
Week 1-2 Week 3-5 Week 6-9
Execute
• Evaluate Pilot results and
adjust
• Use SLA model for continuous
improvement and validate
savings model
• Evaluate & recommend
additional opportunities
• Bring best practices through
internal & external
benchmarking
• Leverage quality control to
achieve desired quality
metrics
• Quantify savings
PHASE 4
Week 10 +
MINDCOM Engagement Model

8. 8Mindcom Consulting Services
Delivering Quality
Thank You
Mindcom Consulting Services Pvt Ltd
#27, 2nd Floor, 80ft Road,Subbanna Palya, Banaswadi,
Bangalore, Karnataka – 560043
www.mindcomgroup.com
bdm@mindcomgroup.com