Transition Management

This includes Customer Engagement leading to agreeing of Scope, Objectives and Deliverables with customer.

Utilize Project Management tools including Weekly Project Updates and Conference Calls to agree objectives, build consensus, agree on next steps and identify and track open issues.

Complete detailed Process Mapping at each location. Includes documenting POD (As Is) metrics and assessing risks and dependencies. Detailed Process Mapping (in simple terms) will comprise of the following 4 points:

Understanding and documenting operations of all activities identified and their interface with other teams.

Understand any release of people at the Customer's location post implementation (from knowledge retention perspective).

A Project Report is a comprehensive document issued at the end of Project Review. A Project Report typically comprises of Project Scope, Project Objectives, Key Findings, Project Risks and Mitigants, Cost Benefits Analysis and Project Plan in addition to various other contents as may be required owing to the uniqueness of the project.

Typically, this has the following 5 components:

SLAs include metrics and escalation procedures.

All training requirements for the Processing Team and the Team Leaders are identified and agreed. On the basis of these, a Training Plan is prepared.

Offsite and Onsite Training needs are separately specified to enable effective cost management during migration.

The transition period commences essentially when the Service Provider starts performing all the activities as documented and agreed in the Service Level Agreement. However, often the customer continues to perform the activities at the customer site (done by the customer’s employees) and closely monitors the operations of the Service Provider. This period (when both the customer and the Service Provider are performing the same activity) is known as the Dual Processing stage. When the customer is comfortable with the Service Provider’s performance and discontinues parallel processing at her/ his end, that date is referred to as the cut off or go live date.

Post Implementation Reviews are conducted typically two to three months after the go live date to: