Title Plants

Process Transition Methodology
The Tricom Transition Management Methodology is flexible in execution and adaptive to specific client needs. We use a combination of various project management approaches for this process. The focus is on efficient transfer of processes from client locations to Tricom with minimum loss of production and without compromising on productivity and quality deliverables.
Our Transition model consists of five broad stages of process transfer from client locations to our delivery centers. These stages are described below with key activities and action items. All the required steps/activities are planned and executed by a combined project team (CPT) comprised of members from both the client and Tricom.
The transition plan is customized to the needs of the process and outsourcing objectives of the client.

Stage One - Project Team Building and Transition Planning: This stage involves Tricom’s management deploying suitable transition experts with specific skill sets and domain knowledge required to modify the identified processes for transition. Key steps may include creation of a detailed project plan listing all key activities with timelines and responsibilities between CPT members.

Stage Two - Process Mapping and Documentation: Based on the understanding of documentation and actual process running, Tricom creates / validates detailed process maps and workflow diagrams to understand the overall flow and sequence of activities in the existing process at the client’s site. Tricom also makes recommendations on process / workflow changes required for proposed processes to be run at Tricom or client locations.

Stage Three - Train the Trainer, Establish IT Systems: Typically, Tricom sends a small team to the client site to be trained on the processes. In parallel, the IT systems are set up at Tricom locations.

Stage Four - India Training and Shadow Production (Soft Launch): Our preferred approach is to have the client’s staff interact directly with our Trainers so that any ambiguities about the process and production are understood and eliminated . Upon completion of the training period, the Tricom team moves into the Shadow Production Phase for about a week where they work under close supervision and/or in a test environment. All Testing and Sampling is covered during this phase and is approved by the Client.

Stage Five - Go Live: In this final phase of our process transition cycle, Tricom takes complete ownership of the day-to-day  operation of the process. Tricom now works as a virtual extension of its client's business. Regular feedback and communication with key client operational management is conducted through conference calls, meetings and formal reviews.

Managing Operations
Tricom follows a rigorous process to monitor SLAs and compile reports on a weekly, fortnightly and monthly basis. The reports are reviewed by senior managers of our operations team and discussed with client managers. In case of deviation from expected service levels, we proactively seek to identify the reasons and take appropriate action e.g. re-training our coders to improve quality, productivity, etc. We hold periodic conference calls and meetings with clients to review project performance, on a daily / weekly basis in the initial stages and fortnightly / monthly later. Tricom creates a comprehensive management information pack for each client process.

Continuous Improvements
Once the process is established at Tricom center, we focus on making continuous process improvements. These take the form of incremental process and IT changes to improve quality, productivity, etc. Tricom establishes a 'Process Re-engineering Team' for identifying and implementing improvements. We are adopting the Six Sigma methodology for continuous improvement and have an in-house team with substantial experience in Six Sigma and making process improvements.

Client Management
At Tricom our goal is to ensure excellence in service delivery while executing processes on behalf of our clients. Our core concept is f "extending your enterprise" where our team works seamlessly with your organization.

Tricom's client management philosophy is based on well-managed linkages at multiple levels between Tricom and client teams. This enables Tricom to work as an extended arm of the client. Interactions take place between all levels because Tricom believes that regular communication is key to the success of any partnership. At Tricom this takes place through periodic reviews, meetings, visits and conference calls.