Preparing For a New Outsourcing Project - Make Sure You Have Prepared the Basic Documents
Starting a new outsourcing process involves major challenges.
The most important thing for the process to be successful is that there should be a defined methodology in place for all the actions to be done.
Controls have to be defined and put in place based on the type of process and the CSF & KPI's of the process.
The first thing to be prepared after you have finalized on the project is a detailed activity document.
The detailed activity document helps create a common knowledge platform for all the stakeholders involved in the project.
The detailed activity document consists of multiple document namely project launch schedule, process flow chart, process flow documentation, Resource allocation plan, CSF & KPI, product documentation, training plan, scripts, pilot plan, quality check process plan, incentive plans and related documents.
This involves participation from all the parties involved.
The project launch schedule includes the desired start time and end time of different activities.
This includes documentation schedule, recruitment schedule, infrastructure setup schedule, training schedule, final documentation schedule, test schedule, pilot schedule & Go live schedule.
The process flow chart includes the entire step by step flow of the process along with the decision tree.
This is followed by the process flow documentation which elaborates the process flow chart.
The resource allocation plan includes identifying the skill sets required for the process, resource availability, resource allocation and if the resources are required to be recruited - recruitment plan is required.
Identifying the critical success factors & the key performance indicators is the most critical and important document.
This brings the entire stakeholders at a clear platform for performance evaluation.
the team leaders are clear of the CSF which they need to emphasize on and the process owners can evaluate the process performance based on defined Key performance indicators making the entire evaluation very objective.
The Product documentation include the details of the product or services under consideration.
The scripts include the call opening, subject and call closing scripts.
The Quality check process includes the quality checking methodology to be adopted, the sample size & the quality check report card format.
Apart from the above documents, documents related to the testing plans, pilot plans and go live plans need to be prepared.
Also documents related to internal incentives needs to be defined at the start of the process.
These documents involved participation from all the stake holders of the process ie.
, the outsourcing department, the IT department, the sourcing provider and the process in charge.
This involves draft preparation, brain storming sessions and finalization of the document.
The most important thing for the process to be successful is that there should be a defined methodology in place for all the actions to be done.
Controls have to be defined and put in place based on the type of process and the CSF & KPI's of the process.
The first thing to be prepared after you have finalized on the project is a detailed activity document.
The detailed activity document helps create a common knowledge platform for all the stakeholders involved in the project.
The detailed activity document consists of multiple document namely project launch schedule, process flow chart, process flow documentation, Resource allocation plan, CSF & KPI, product documentation, training plan, scripts, pilot plan, quality check process plan, incentive plans and related documents.
This involves participation from all the parties involved.
The project launch schedule includes the desired start time and end time of different activities.
This includes documentation schedule, recruitment schedule, infrastructure setup schedule, training schedule, final documentation schedule, test schedule, pilot schedule & Go live schedule.
The process flow chart includes the entire step by step flow of the process along with the decision tree.
This is followed by the process flow documentation which elaborates the process flow chart.
The resource allocation plan includes identifying the skill sets required for the process, resource availability, resource allocation and if the resources are required to be recruited - recruitment plan is required.
Identifying the critical success factors & the key performance indicators is the most critical and important document.
This brings the entire stakeholders at a clear platform for performance evaluation.
the team leaders are clear of the CSF which they need to emphasize on and the process owners can evaluate the process performance based on defined Key performance indicators making the entire evaluation very objective.
The Product documentation include the details of the product or services under consideration.
The scripts include the call opening, subject and call closing scripts.
The Quality check process includes the quality checking methodology to be adopted, the sample size & the quality check report card format.
Apart from the above documents, documents related to the testing plans, pilot plans and go live plans need to be prepared.
Also documents related to internal incentives needs to be defined at the start of the process.
These documents involved participation from all the stake holders of the process ie.
, the outsourcing department, the IT department, the sourcing provider and the process in charge.
This involves draft preparation, brain storming sessions and finalization of the document.
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