The Outsourcing Post-Migration Period

On January 4, 2012, in Outsourcing, by Business Development Group
The other continuous activity in the post-migration period is to change management. Change management will be essential to keep the onshore and offshore sites in synchronization. As changes are made at the client organization, these would need to be communicated to the offshore site before it can be incorporated as a part of the client's business operations.

The other continuous activity in the post-migration period is to change management. Change management will be essential to keep the onshore and offshore sites in synchronization. As changes are made at the client organization, these would need to be communicated to the offshore site before it can be incorporated as a part of the client's business operations.

During the process of outsourcing once the process has been setup and migration has taken place, the most important task will be to optimize the current setup and extract highest levels of efficiency. From the offshore site’s perspective, the goal will be to meet and exceed the service levels agreed upon in the contract. The philosophy has to be one of the continual improvement and an ongoing effort to reach higher service levels.

The other continuous activity in the outsourcing post-migration period is to change management. Change management will be essential to keep the onshore and offshore sites in synchronization. As changes are made at the client organization, these would need to be communicated to the offshore site before it can be incorporated as a part of the client’s  business operations. (Eg. Changes in policy will lead to a change in adjucation rules for claims processing. These should be incorporated in the process and guidelines at the offshore facility before the new policy is sent out to the customers).

Related article: Outsourcing Organizational Capability Assessment

To ensure that geographical distances do not have an adverse impact on the core business functions when outsourcing, effective channels of open communication between the two sites should also be set-up. A customer services/help desk at the offshore site should be geared to answer questions and support the staff at the onshore site. (Eg. If the customer service business function is at the onshore site and claims adjucation is offshore, the customer service representative (CSR) must `be able to answer claims inquiries that a member/provider may ask them).

Related article: BPO Real Time Outsourcing Customer Engagement – Giving your Customers More!

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