Firstsource was selected based on its ability to seamlessly transfer knowledge, leverage best practices of large scale infrastructure deployment and institutionalize recruitment, retention and training while ensuring the end customer felt no impact. Firstsource was also favored for its understanding of the client’s business environment and processes.

Firstsource created a dedicated team comprising senior management, relationship management personnel, project managers, facilities experts, human resources and subject matter experts. The goal was to set up a dedicated operational hub in India within 6 months and select deliverables included:

• Selecting a final location for the operational hub
• Creating a project/program plan
• Processes for procurement
• Recruitment of key personnel and standardization of global policies in line with local practices
• Prioritizing business processes in the order they would begin operations
• Training delivery
• Creating a knowledge repository, desktop procedures for the various process where none existed

Firstsource leveraged its project management expertise and deployed proprietary transition methodology i-Kit^® . The entire project time line was divided into independent, measurable solution components and assigned to appropriate business owners from Firstsource. These business owners included the HR leader, Technology Architect, and Subject Matter Experts (SMEs). All solution components were linked to a Service Level Agreement.

This rigorous tracking and management system ensured all project components were completed on schedule.

Firstsource’s effective project management, proven migration methodologies and clear metrics delivered tangible benefits:

• Facility Set up
  The new center became operational in 90 days, exceeding the client’s stated business goals. A joint management approach with Firstsource was implemented for the rapid procurement, installation and commission of equipment and infrastructure. This win-win approach allowed both companies to achieve the best value available
• Operations
  SMEs provided support for IT systems implementation and training. Creation of a comprehensive knowledge repository helped institutionalizing training
• Human Resources
  Best practices in recruiting and HR programs enabled operations to begin with skilled and qualified employees. Firstsource was able to recruit superior talent, train and deploy them due to which the client operation ramped up significantly in less than 3 years timeframe
• Migration
  Firstsource executed a transition plan that mitigated risks and maximized efficiency. Prior to commissioning the center, the client’s processes were analyzed and mapped. This ensured a smooth launch by providing the migration team the reference points to establish the needed training, support and infrastructure