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NIIT SmartServe(NSS) approach to migrate any process to its facility follows a well established 'Business Process Migration Management Methodology (BPM3). BPM3 addresses the migration task in multiple stages ensuring that the solution is identified accurately and implemented with precision, to ensure that customer processes continue to meet the established performance standards.
Our team of off-shoring consultants has substantial experience in designing solutions and strategies for an offshore delivery model. They have proven work experience of implementing all stages of BPM3 on several outsourcing assignments across the Insurance, financial services, retail and travel domains.
The 4 stages of our BPM3 methodology are as follows:
| Candidate Process Determination CAP-D |
| The objective and deliverable of this stage is to determine all candidate processes that can be outsourced and off-shored. This involves identification of work units that fit in the criteria for off-shoring and satisfy legal/compliance issues, technology requirements and have substantial saving potential. |
| Solution Determination SOL-D |
| The objective is to research into each of the candidate process and arrive at a solution from an offshore model perspective. This involves process documentation, detailing out interdependencies & technology requirements and working out staffing numbers based on transaction volumes. As an output to the process, a process map is designed with a technology solution integrated into it. Migration risks are assessed and mitigation plans are laid out. A complete business case is then drafted with governance structure and service level agreements in place, which will form the basis for the contract between the customer and NSS. |
| Transition Management |
| In-depth planning on transition, hiring and training now paves the way for the process to be implemented at the off-shore site. A transition team comprising of operations, technology and process excellence representatives ensures implementation and SLA finalization. |
| Service Delivery |
| Joint improvement initiatives are implemented while continuing governance ensures off-shore management of the process with periodic reports, reviews and monitoring. Our Service Delivery framework is explained in Our Framework. |
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