Methodology
Assuring Quality
At TBOS our basic philosophy is to deliver best value to all our clients through a robust quality assurance program. In delivering quality assurance the key cornerstones are as follows;
Our operational delivery model makes sure that each and every process followed has a documented methodology. Coordinated project management systems ensure.
The capture of critical client documentation. This incorporates an extensive knowledge base that assists the transition management team in understanding, duplicating and migrating mission-critical business processes.
This delivery model is unique and involves experienced managers and blends senior, junior and medium resources. Our Local Project Management (LPM) (depending on the geographical location of the client) will act as the first level contact. The designated LPM will work with the client managers to gather requirements, define deliverables & schedules and will be responsible for the delivery of projects. In addition we also assign a Remote Project Management function (RPM) who will work closely with our LPM to ensure an integrated approach.
People
Behaviour Modelling
Have developed a brand alignment strategy. This strategy is an integral part of our continual improvement programme that all staff are regularly bench marked against. The brand alignment strategy provides a constant mechanism to ensure our clients business is fully understood by the team at TBOS in terms of its relevant market sector and challenges.
Recruitment
TBOS's recruitment process is stringent yet flexible enough to easily adapt to client specific skill requirements. The adopted process and methodology has ensured that our people are best of breed and have delivered innovation in all aspects of their careers
Training
Each member at TBOS is imparted with abundant training which is project specific as well as related to key soft skills encompassing teamwork, Leadership, Client management and a general enthusiasm to learn and excel. All employees go through vigorous evaluations that ensure the delivery of Quality in all aspects of there corporate life.
Training of the employee includes:
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Expectations
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Behaviour and Attitude
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Tools
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Product knowledge
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Behaviour Modelling
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Client Alignment
Retention
TBOS maintains one of the lowest attrition rates in the industry. Our retention practices include consistently recognizing and rewarding team members for their performance with tangible incentives and true spirit of belonging to the corporate family. To discover more on how we have achieved please contact your local consultant for a further insight.
At TBOS we believe technology is the true enabler of achieving the corporate vision. In achieving value we have developed a strong portfolio of technology platforms and services (See Products and Service), that are underpinned by a focused methodology that delivers competitive advantage whilst maintaining the highest level of functionality the industry has to offer. Furthermore at TBOS in our pursuit to stay ahead of the curve we are continually investing in the development of new technologies that can enhance the propositions and value we can deliver to the market place and in turn our clients.
Underpinning our service offerings are strong processes that are governed through our quality assurance program. The basic philosophy and methodology that is undertaken to ensure projects are delivered in accordance with our clients expectations are as follows TBOS maintains one of the lowest attrition rates in the industry. Our retention practices include consistently recognizing and rewarding team members for their performance with tangible incentives and true spirit of belonging to the corporate family. To discover more on how we have achieved please contact your local consultant for a further insight.
Discovery
At TBOS we follow a strong methodology that ensures we deliver quality and value throughout our engagements with our clients. The stages of delivery
are as detailed below:
Discovery involves aggregation and understanding the client's processes, identifying the processes that can be outsourced, articulating the risk around
these processes and developing a business case for the client. We have in depth knowledge of each of the areas above to ensure your journey through the world of technology & services is truly beneficial
The pre-requisites to aid the process of Discovery are:
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Recognition of an outsourcing requirement within the organization
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Arrangement of outsourcing policy with the corporate strategy
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Establishment of clear timelines around the outsourcing proposal offering
How TBOS BPO undertakes Discovery
TBOS BPO has conducted highly successful Discoveries for its clients. Our procedure and domain experts collaborate with client teams to develop the
best possible off shoring & outsourcing strategy that is reliable and exceeds the clients expectations.
Transition
Transition is the procedure to migrate information, systems and operating capabilities. In order to achieve effective transition the following objectives are
the component parts :
Objectives
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Documenting the processes ensuring personnel are empowered to deliver our clients vision
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Finalize SLA and contract parameters
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Design, procure and deploy technology to include parallel
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Prepare the offshore site to commence client operations
Transition activities are categorised into distinct work flow areas in order to monitor progress across different aspects of the transition.
These areas can be defined as follows:
Knowledge
Activities related to business (or process) knowledge. Capture and documentation of the processes that are considered for outsourcing.
Technology
Activities related to business (or process) knowledge. Capture and documentation of the processes that are considered for outsourcing.
Contract
Activities that lead to finalization of formal contractual arrangements between all parties.
Program Management
Activities aimed at managing the entire transition program across all work areas
Operations
ctivities related to readiness of physical infrastructure and availability of people.
Transition planning
The transition phase commences with the establishment of a Program Management Office (PMO). The PMO will consist of LPM's & RPM's that help to
plan and execute transition effectively. The PMO consists of representatives from TBOS and the client, and is tasked with ensuring the efficient migration
of the identified processes.
Transition Execution
TBOS deploys domain, process and technology teams to address each of the transition areas.
These consist of:
TBOS deploys domain, process and technology teams to address each of the transition areas.
Knowledge transfer: Includes the construction of operating procedures, preparation of training documents, and training executives to execute the process.
Technology transfer: Identifies the optimal technology platform, procurement of systems and services , installation, testing and deployment of technical infrastructure
Operating readiness: Includes recruitment, induction and site preparation
Parallel Run
Parallel Run tests the migration of processes to the offshore / outsource state whilst ensuring that interdependent processes are not adversely affected.
It occurs in the following stages:
Preparation of the ramp-up schedule
Logistics management (Time Zones, Communication, transportation)
Execution of offshore ramp-up and onsite ramp-down while maintaining continuity of operations and service levels within and out side the clients core infrastructure
Parallel Run helps achieve robust operations with all the resources and infrastructure to execute steady state operations.
Steady state
Parallel Run helps achieve robust operations with all the resources and infrastructure to execute steady state operations.
