STEP 3: PROCESS IMPLEMENTATION

The goal of step 3 is to leverage the materials prepared and knowledge gained from steps 1 and 2 to ensure a measured, controlled migration of services from the client to Cambridge with minimal ongoing business impact. 

To do this we would run implementation over three steps:

• Onsite training
• Offshore testing
• Offshore pilot and ramp

Onsite training:
A team of production employees would conduct transactions under the supervision of the client’s supervisors (if designated appropriate, Cambridge personnel would go through the formal client training program as well). This would continue until the client’s supervisors signed off on work quality

Offshore testing:
The team would conduct test transactions (first on “dummy data” and then on “live data.”  This would continue until the client’s supervisors signed off on work quality

Offshore pilot and ramp:
The team would operate in pilot mode (reduced transactional volume) until the client’s supervisors signed off on work quality, and then they would ramp in a controlled fashion until target volumes were achieved...

After running for a pre-specified period of time, the project would be considered implemented, and the project governance would be handed off from the implementation team to the ongoing operations team. Ongoing client operations governance would be instituted.

The implementation team would finally deliver an “after action” report jointly with the client team to the Client-Cambridge Steering Committee to highlight project successes and challenges and ensure communication for further client migration projects.

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