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The Customer
With 30 manufacturing locations across the globe, our client is
a leading windows fashion manufacturer and the market leader in
USA and Europe.
The Challenge
An important strategic objective for the company was
the consolidation of its competitive edge through lowered costs
and enhanced efficiency. We already had a relationship with the
company for IT services and were selected to be their BPO partner.
Entrepreneurial spirit was encouraged through the organization.
This also meant that there were no set processes or documentation.
There was an extensive amount of paperwork, and operations depended
on "knowledge islands" — employees who had accumulated
knowledge through the years. This, in turn, enhanced the risk of
negative business impact whenever people moved and made the learning
curve for new recruits extremely steep.
The Solution
Knowledge acquisition and transfer
The first task was to capture and consolidate knowledge and create
comprehensive documentation. A detailed hands-on study was carried
out across management and process owners.
Process re-engineering
and migration plan
The second phase involved extensive business process re-engineering
that streamlined supplier relationship management from Purchasing
to Accounts Payable and Goods Received. A focused and clearly defined
offshore transition and migration plan was developed.
Training
A team of skilled and experienced business process agents was created
and trained intensively. Our stringent quality practices ensured
that the highest standards were adhered to. All communication and
infrastructure requirements were put in place.
Pilot and Offshore Transition
A comprehensive pilot was conducted to test the offshore plan. Process
metrics were analyzed and the processes further fine-tuned. Finally,
the processes were moved offshore.
The Benefits
- Operational costs slashed by 40%.
- 30% reduction in turnaround times for processing purchase orders
and accounts payable.
- Integrated and efficient business rules with clear-cut allocations
of responsibilities
- Physical paper movement minimized
- More efficient utilization of resources for core business functions
helped competitive market positioning.
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