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STEP 2: PROCESS ANALYSIS & DOCUMENTATION The goal of step 2 is to document the “as is” processes, and define the “to be” processes. This step is one of the most crucial steps in migration of processes to offshore vendor partner operations. The rigorous delivery of this step will ensure a controlled implementation with minimal impact on ongoing business operations. Cambridge maintains a separate team of highly qualified and specially trained process analysts to conduct this activity with our “favored nations” clients. This is one of our core differentiators of value to our clients. To conduct this step, we would land a team onsite at the client’s location to “shadow” work operations and gain “hands on” experience. This experience enables the Cambridge-Client implementation team to clearly document the activity level detail of each and every process in order to effectively and accurately map the existing process down to the key stroke level. This also enables us to identify gaps down to the activity level and suggest process improvements. An important milestone at this stage is the agreement upon the exact onshore- offshore and onsite – off-site operating model that will be utilized at end stage. . In addition, at this phase, training documentation is created, along with an HR resourcing plan and quality assurance plan (to measure identified metrics to ensure delivery against the SLA) and reporting requirements (as agreed upon – details on formats, modality of delivery, metrics and time are defined). Also a detailed technology and systems survey is conducted to understand system and connectivity requirements as well as process criticality for disaster recovery planning (“DRP”) and business continuity planning (“BCP”). A change management program is designed and implemented between the client and Cambridge to control document change requests, process change requests, report change requests, quality / metric changes or any other miscellaneous changes going forward. Project Deliverables:
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