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