Our Transition Process - Your Passage to Growth

Transition is a comprehensive outsource plan through which we connect to you to expand your possibilities. Our previous experiences have taught us that a process is much easier to manage in a stable environment. Transition involves many moving parts, which could give rise to many challenges and be fraught with potential pitfalls. We have developed a transition tool kit based on our experience to ensure a quick startup and minimal disruption to services during transition.

Based on our methodology and experience in migrating services, we have identified the following stages for migrating the process to our facility in India:

Analysis

1

• Replication of Process
• Replication of Organizational Structure
• Replication of Work Management Process

Transition

2

• Project Schedule
• Process Maps
• Client Sign off
• Identify Manpower
• Training

Pilot/Operations

3

• Implementation of Transition
• Production on a small scale

Ramp Up

4

• Extend or Expand Production

1. Analysis

This is a critical stage in the Service Delivery Model. The transition team that will be exclusively assigned needs to have cross-functional skills to make it a success.

The transition team assigned by Flatworld will be familiar with process transition and migration methodology, operations, technology, training, quality and mapping of the HR requirements. This team would acquire knowledge on your existing process and the packages used.

The key objective of this exercise is replication of the process, organization structure and work management process. The team would also define measurable results to compare productivity of the existing customer's team and the proposed Flatworld team. Based on our preliminary estimates, we assume the process would last for about two to four weeks.

The Flatworld team will study the available documentation on the processes like process maps, Standard Operating Procedures (SOP), Manuals, training material, performance data and metrics.

Our Analysis involves various aspects such as a basic understanding of the process through the study of available documentation on process maps, SOPs (Standard Operating Procedures), performance data and training material. We need to validate these through one-on-one and group solutions so that there is no room for any deviation from the document specifying the service and the actual service. This can help us identify broad costs of running the actual service.

We need supreme understanding of the skills required and the training that needs to be conducted for the proposed team and technology that might impact the transition process.

During Analysis we need a project plan for transition with broad responsibilities, time frames and costs including factors that could impact productivity, risk parameters and de-risking strategies, review of implementation options, service requirements and expectations.

Analysis demands a high degree of involvement from your resources. To facilitate this we recommend you to ensure the availability of key personnel currently managing/assisting in service delivery of identified services. Personnel could be:

• A project Manager who will be the company's single point of contact
• Operations Manager
• Quality Coordinator
• HR manager for recruitment
• Team leader/supervisor

2. Transition

What we have arrived at after analysis is implemented here. It is in this phase that our resources at Flatworld work with your representatives on-site in your location and off-site at our facility to ensure that we are complying with your procedures and are have sturdy operations.

This stage involves:

• The project schedule
• The process of understanding the process, which could be marked by the creation of process maps
• Operating conditions for the adapted process to run
• Obtain sign off from the customer after formalizing SOPs for the adapted process
• Map the skills required and the profiles of manpower required to run and supervise the process
• Work with the customer to identify how a cost effective train-the-trainer program can be implemented
• Identify additional training material that might need to be created and work with customer to create the material, if required
• Initiate training road maps, activities based on requirements, training plan and On-the-Job Training including 'Train the Trainer'.

Critical Performance Measures (CPMs)

We identify critical performance measures specific to the adapted process. We need to obtain sign offs on service levels and goals from the customer based on identified CPMs at the start of the process.

Communication

Report formats are understood and based on customer need we provide them with the relevant reports to communicate aspects of the process clearly.

Recruitment

Hiring is crucial in creating the right culture within Flatworld. Every candidate goes through several rounds of screening before they can be given an offer letter. We follow different stages of recruitment.

3. Pilot/Operations

We carry out a pilot for you, a small-scale operation before you can be convinced to give us the bulk of your work. This is a procedure by which we veto all chances of not falling in line with your requirements and approach. Once you are certain that we have understood your requirements perfectly we can do a ramp up.

4. Ramp up

In a ramp up we can extend operations of the adapted process by hiring more people or taking on more work depending on your requirement. Ramping up can be a continuous process subject to your business.

The smooth operations of the adapted process convince our transition team that production has begun and the need for implementation no longer exists. After internal sign offs and reviews, the responsibility of the process is handed over to the Operations Service Delivery team.

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