Approach to Solution Design and Transition

Firstsource’s solution design and transition (SDT) management ensures a seamless transition process while migrating new processes as well as ramp-ups. We have developed highly sophisticated and detailed project management and business change methodologies, which include Six Sigma processes and demonstrate a robust and proven track record. Our objective is to provide a successful right-shoring approach whilst at the same time, delivering a strong quality operation.

Firstsource’s migration methodology is based on our proprietary toolkit, i-Kit®. Our i-Kit® framework allows customization to address various business needs, enables timely process migration, knowledge transition and mirroring of operations.

Firstsource has delivered in excess of 350 successful transition programmes globally for leading Fortune 500 and FTSE 100 clients across verticals and various project sizes. We ensure minimum impact to our client’s business during the critical transition phase.

Firstsource’s transition process framework covers::

• Conducting Feasibility Studies to identify and prioritise processes for outsourcing. This includes criticality assessment for each process, skill set requirements, regulatory requirements, IT feasibility etc to select processes which offshore benefits to the client. This is done in phases to ensure that processes which offer the highest benefits are migrated first
• Process Migration covers design of client specific transition solutions, implementation of the same with a risk mitigation strategy and tracking of production metrics till stabilization stage
• Defined Change Control Process to ensure rigor of project migrations is also ensured on all business changes

A high level view of the Firstsource’s Client engagement model is as follows:

Click on diagram to enlarge

Benefits of Firstsource’s Migration Methodology

Firstsource’s Migration Methodology lays the groundwork for several tangible benefits that will align the outsourced activities with the client’s overall business objectives. Our capability assists clients to:

Seamless Service and Business Continuity

• Organizations cannot afford to lose sight of or control over the results they need to run their business. When we transfer processes, information, people and know-how, Firstsource ensures that the client’s employees and customers have the same (as a minimum) or better access to the services they need
• Firstsource’s multiple centres and sites helps in providing a multi-site solution for higher levels of redundancy for our Client’s business

Control and reduce service transfer costs

• Clients using repeatable processes and remote transfer management capabilities increase the pace of transition, with less effort and time. For example, when we needed to put together a team of more than 800 staff in less than 12 months to meet a client’s requirements, locating the new operational site in Northern Ireland was the answer
• Presence of skilled staff at various sites also helps us in reducing service transfer costs

Early results achievement

• Firstsource believes in investing in senior resource at the start of project which helps in achieving process metrics faster. A structured approach to defining learning curve and focus on trackability of the same at agent and program level works in faster streamlining of the learning curve of the program

Our highly experienced and dedicated cross functional team facilitates seamless transitions between Firstsource and the Client. This team of migration experts works across geographies and business verticals to mitigate risks and ensure timely transition.

Read more on Firstsource’s Migration Methodology