Business Operations Transformation for Outsourcing

Client

One of the world’s leading providers of communications solutions and services operating in 170 countries. Its principal activities include networked IT services, local, national and international telecommunications services, and higher-value broadband and internet products and services.

Project Overview & Objectives

The client entered a program to shift some of its finance and cost management business processes to an offshore BPO outsourcing firm. In order to accomplish this goal, the offshore resources needed to be trained in the client’s cost management processes and systems.

Our Involvement

The client asked Synaptitude to develop and execute a knowledge transfer (KT) and training program to deliver the appropriate skills to the offshore resources for execution of the client’s business processes.

Synaptitude worked with client managers to identify the specific business processes and system functions that would be performed by the offshore team, as well as the interaction points that they would have with onshore management. Our team then performed an analysis to prioritize specific functions for knowledge transfer, based on business priority and existing offshore skill sets. The results were leveraged to define the full scope of the knowledge transfer program.

Once the program was defined, Synaptitude developed a multi-week KT program, which combined lecture classes, interactive training sessions, and business process and system documentation.

The BPO team was brought onshore for knowledge and skills transfer. Synaptitude’s training team executed the knowledge transfer program over a period of several weeks, working closely with both client management and the offshore team to ensure that the new resources acquired the skills and knowledge necessary to execute the client’s business processes.

Finally, Synaptitude stood up a rapid response “help desk” in order to respond to queries from the offshore team as they transitioned into their full time duties.

Results and Benefits

As a result of Synaptitude’s efforts, the client was able to successfully migrate their target business processes to their offshore, outsourced BPO team. This resulted in reduced transition costs, a reduction in ongoing costs within the client’s finance department, and improved managerial control of critical business processes.