Bringing change in dynamic business environments

Transition management is a critical activity in outsourcing any business process. Mphasis understands the transition of the processes from its current environment to its future environment can severely impact an organization and its customers. We have a robust transition methodology that ensures that all impediments and potential risks are identified and mitigation plans are put in place during the transition phase are addressed in order to ensure continuity of service. We have handled over 400 transitions and never missed a go-live date with ramp up experience of large projects across geography.

Mphasis has a robust five-phase transition methodology that ensures that all loopholes and impediments during the transition phase are addressed in order to ensure continuity of service. The stages in this process include:

  • Assess: Analyze, understand and assess as-is processes; Develop prioritized migration roadmap
  • Initiate: Assemble project team, develop Statement of Work, launch transition project
  • Plan: Develop detailed plans for staffing, recruitment, technology, infrastructure and monitoring/reporting, etc; Optimize plans for speed and continuity
  • Implement: Execute plans - hire staff, install technology, build facilities, prepare training materials and facilities, train new hires, etc.
  • Pilot: Move to operational running in "nesting" mode, initiate process monitoring, dashboards, and execute dual running (if any), hand-off to operational governance

The cornerstone of Mphasis business is to manage and implement solutions in dynamic business environments. Our account leadership team is responsible for implementing the solution and works with you to help you achieve your business objectives and goals. At the very onset, an Mphasis steering committee, consisting of senior leadership team members including the vertical head, Client Relationship manager and Operations manager, is set up to regularly review the progress of the program. Any major issues that need escalation will be raised to them for quick resolution.

BPO Transition Methodology

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Mphasis uses the following approach to add value during the transition stage of the engagement:

  • Centralized pool of dedicated resources: The transition team can be leveraged for all aspects of the transition process. A dedicated Transition Manager is engaged from the start of the project until the process moves to the 'go-live' stage. The Transition Manager co-ordinates the entire spectrum of project activities and provides smooth and consistent communication to all internal and external stakeholders, and leads a multi-functional team consisting of the people from technology, recruitment, training, facilities, compliance and Human Resources.
  • Process and procedure documentation: This enables us to become familiar with your business processes and transition objectives.
  • Transition on an "as-is" or "to-be" basis: We aim to meet your performance requirements first, and then leverage our experience to incorporate process improvements.
  • Built-in control points: We provide built-in control points that manage deviations from established performance guidelines. Scorecards will be created for measuring the performance at each stage during the transition process. The scoring will be based on quality of project management, quality of resources, training effectiveness, technology readiness, communication effectiveness and adherence to timelines.
  • Management reviews: We conduct periodic management reviews with your Project team to confirm that the client program, in its entirety, is on course. This enables us to flag potential risks and work on a corrective action, where required. It also keeps you updated about the progress we are making and helps us review the different milestones on an ongoing basis.
  • Process mapping and design: Addressing process maps and design issues play a critical role in providing a smooth and efficient transition from client to Mphasis.