Navigation Plan for Successful Implementations

1. Offshore BPO: Navigation Plan for Successful Implementations Presented by : Amy G. Harkins Senior Vice President Mellon Financial Services Corporation Prepared by: Kathleen A. Beggs

2. Establishing Operations Offshore • Evaluation • Preparation • Documentation • Implementation

3. Assumptions: • Management committed to Offshore BPO • Vendor selection completed • Dedicated Resources assigned to project • Project Manager • Technology Team • Human Resource, Audit and HR Support

4. Evaluation To be conscious that you are ignorant is a great step to knowledge. Benjamin Disraeli High Level Assessment • General Description of each potential function • Chart Key Attributes of each potential function • ASP • Vendors • Systems • Identification of feasible functions using scoring process Risk (operational, reputation, legal) Client Touch points System Access Process Complexity Potential savings

5. Evaluation Focus on probable candidates Expand data gathering process for feasible functions • Validate scoring with Function Manager • Estimate potential ASP savings No. Experienced Onshore employees ≠ No. of Offshore employees required Net the cost of training and travel against saving estimate Verify that reorganization of the workflow won’t produce greater savings • Create “As Is” Workflows • Determine delivery method of reports • Identify usage of unique databases or specialized applications • Identify frequency of handoffs to complete the process • Determine Communication points (internal and external) • Identify requirements for process re-engineering

6. Preparation Target Specific Process Offshore BPO Planning Nothing can add more power to your life than concentrating all your energies on a limited set of targets. Nido Qubein • Create “Proposed” workflow • Incorporate all reorganization plans • Plan for quality checkpoints via local supervisory unit • Update Procedures • Collect Monthly Volume Statistics • Develop HR Communication

7. Preparation Target Specific Process Offshore BPO Planning • Identify and Mitigate Operational Risks • Confirm IT feasibility and Identify “To Do’s” • Connectivity • Security • Access Levels

8. Preparation Target Specific Process Offshore BPO Planning Plan more than you can do, then do it. Anonymous • Develop Transition Timeline Training Preparation Documentation of Function Requirements Documentation of Service Level Requirements Documentation of Risk Mitigation Plan Documentation of Parallel Processing and Quality Assurance Testing Vendor validation of Proposed Workflows Duration of Onshore and Offshore Training Duration of Parallel Processing and Quality Assurance Testing

9. Documentation Offshore BPO Details Plans are only good intentions unless they immediately degenerate into hard work. Peter Drucker • Training Preparation Reference Materials Task Practice Exercises Final Evaluation/Certification • Detailed Functional Requirements • What will the vendor be required to do? • What are the required employee qualification? • When must each task within the process be completed (including daily hours of operation)? • What form and reports (samples) will need to be utilized? • How and to whom should the finished product be delivered?

10. Documentation Offshore BPO Details • Documentation of Service Level Requirements • What amount of the process must be completed and by when? • What are the penalties for missed deliverable? • How will problems be acted upon and by when based upon assigned levels of criticality? • Will performance or lack thereof affect the terms of the contract?

11. Documentation Offshore BPO Details • Documentation of Risk Mitigation Plan • Strategy in the event that the supplier performs unsatisfactorily, suffers a system failure or is unable to recover from a disaster • Detail controls embedded into the workflow to catch small errors before they become big ones. • Strategy for training new, offshore hires • Security Review Schedule • Metric/Reports to communicate performance on a monthly basis • On-going communication plan with vendor

12. Documentation Offshore BPO Details It generally happens that assurance keeps an even pace with ability. Samuel Johnson • Detail Parallel Processing and Quality Assurance Testing When can it begin? Pre- or post- certification. Document the phases for Parallel Processing What tasks should be performed? How much of the volumes should be assigned during each phase? Should benchmarks be achieved before advancing to a new phase? Prepare test case templates to document successful phase completion

13. Implementation Strategy is buying a bottle of fine wine when you take a lady out for dinner. Tactics is getting her to drink it.F. Muir Offshore BPO Kickoff • Communicate Notify the affected employees Inquire about the vendor’s representatives and know his/her travel plans Be prepared for the possibility of delays Vendor Representatives’ visas should exceed Onshore training schedule Daily update meetings are critical

14. Implementation Offshore BPO Kickoff Just because something doesn't do what you planned it to do doesn't mean it's useless. Thomas A. Edison • Assess Perform Checkpoint evaluations during training phase • Be prepared with Plan “B” if Plan “A” proves to be too aggressive • Use test templates to objectively identify readiness to progress through QA Phases • Utilize key employee(s) to perform Offshore training

15. Implementation Offshore BPO Kickoff Each success only buys an admission ticket to a more difficult problem.H. Kissinger • 100% Cutover to Production Plan for brief overlap of staffing • Ongoing monitoring • Develop and report on set of measures that are most critical to determining the current and future success of the Offshore BPO. • Agree on a plan for adjusting vendor staff and SLAs based on volumes and job knowledge.

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