In the first article of our exclusive series on the TP’s Green Start Transitions Framework, we discussed the evolving role of transition services in the modern BPM world. Read it again here! With a constant push towards rapid digitization or digital transformation across the global business environment, the need for seamless and effective transitions has never been greater. Business drivers, leaders, and decision makers are looking at transitions in a new light – a crucial part of transformation which goes far beyond simple cost optimization and can unlock long-term strategic benefits.

At TP, with over 8000 transitions of business processes under our belt, we have come to understand that no two transitions are alike. Each organization requires a tailored approach that addresses its unique challenges and strategic goals. To navigate through these complexities successfully, we have developed the TP Green Start Framework, a comprehensive roadmap to ensure smoother, faster, and safer transitions.  

This framework, anchored on five key strategic pillars, FACTS: Familiarize, Assess, Customize, Translate, and Stabilize, considers all elements from people to technology, systems, and existing processes to ensure immaculate operational efficiency and superior client experience. In this iteration of the FACTS series, we will focus on the first three strategies – Familiarize, Assess, and Customize – the foundation for a seamless transition, continuing the momentum with our future pieces on the remainder two – Translate and Stabilize subsequently!

The starting point in any transition is understanding its current state. The first step in the FACTS methodology, ‘Familiarize’, refers to becoming acquainted with the stakeholders, the existing operational structure, and technologies in place. At TP, this is not just a superficial exercise but a quick collaborative drill to collect insights and data. This engagement process could involve surveys, interviews, and analyses of existing documentation and data sources.

This rigorous approach helps us to understand the business process’s strengths, weaknesses, and opportunities for improvement. By capturing a data-backed understanding of the status quo, we are better-positioned to anticipate challenges and identify potential roadblocks. This foundational knowledge is critical for developing a tailored transition strategy that addresses the unique needs and goals of the organization.

Once we have a clear understanding of the current landscape, we move on to the ‘Assess’ phase, where we begin to map our target operating model (TMO). This phase is critical as it defines the future state of the process, outlining the objectives, key performance indicators (KPIs), and success criteria for the transition, along with a data-driven plan to achieve it.

At TP, we intently collaborate with our clients to assess their specific needs and quantify the current process state by documenting existing workflows and analysing current performance against established metrics, current technological infrastructure limitations.

The outcome of this phase is a comprehensive blueprint that outlines the target operating model in detail – whether the goals include cost reduction, improved service levels, and detailed future efficiency plan. This blueprint serves as a roadmap for the entire transition process, including recommendations for process improvements, technology upgrades, organizational changes, and skill development initiatives, ensuring better decision-making, resource allocation, and alignment with the client’s strategic objectives.

The ‘Customize’ phase is where TP’s Green Start Framework truly sets itself apart. We recognize that every organization is different, with its own culture, constraints, and business goals. Therefore, under this stage, we focus on uniquely tailoring the transition strategy to clients’ specific needs, and work hand-in-hand with their teams to prioritize initiatives, develop a phased implementation plan, and create a meticulous change management strategy.

This customized approach ensures that the transition strategy perfectly adapts to the client's unique context, objectives, risk tolerance, and resource availability to maximize the chances of a successful and sustainable transition. During this phase, we have a sharp focus on the human aspect of change, which is a particularly vital, yet often overlooked aspect for the success of a transition project. Therefore, we ensure that all stakeholders are well-prepared for the transition by developing dedicated training programs, communication strategies, and support systems.

TP's Green Start Framework helped a renowned US-based bank with over 150 years of experience in serving customers to transition 3000 customer experts by crafting a robust transition plan backed by FACTS, seamlessly enabling quickest movement for its various divisions of work.

The transition included building the future state, process maps, technical infrastructure, knowledge banks, and workforce management strategies. The assessment phase identified opportunities for improvement across multiple channels. Our transition experts then customized the solution by implementing omnichannel experiences and Lean Six Sigma methodologies. The transformation resulted in a 35% reduction in average handling time, a 22% improvement in sales conversion, and an 85% first-call resolution rate.

This transition showcases the power of TP's approach to Green Start, delivering transformational business results.

Now that you know all about the foundation phases – Familiarize, Access, and Customize; stay tuned into this space as we continue to explore the TP Green Start Framework, introducing the final two phases called – Translate and Stabilize! These steps are decisively crucial in mitigating risks and ensuring that the transition not only meets but exceeds client expectations. How? Read on to know more as we take you through the complete tour of transitions to dramatically improved business transformations with TP.